Front Desk And Operations Manager

FRONT DESK & OPERATIONS MANAGER Executive Apartment Hotel Group | Rosebank Join One of South Africa's Leading Apartment Hotel Groups One Rosebank Executive Apartment Hotel is seeking an exceptional Front Desk and Operations Manager to join our management team. This is not a traditional hotel reception position. We are looking for a dynamic hospitality professional who can lead the Front Office operation, drive guest satisfaction, oversee daily hotel operations, manage teams, improve systems, and support the General Manager in delivering five-star hospitality standards. The successful candidate will be a strong leader, highly organised, operationally focused, commercially minded, and passionate about delivering exceptional guest experiences. This role reports directly to the General Manager and offers excellent career growth opportunities within a rapidly expanding hospitality group. Key Responsibilities Front Office Management Lead and manage all Front Desk operations. Ensure seamless guest arrivals, departures and in-house guest experiences. Maintain five-star service standards at all times. Handle guest complaints professionally and ensure swift resolution. Monitor guest satisfaction scores and implement improvement plans. Supervise reservation processes and booking management. Ensure accuracy of guest registrations, payments and billing. Monitor daily arrivals, departures and occupancy levels. Manage VIP guest experiences and special requests. Ensure front desk presentation, grooming and professionalism standards are maintained. Conduct daily operational briefings with staff. Ensure all guest communication is professional, timely and brand aligned. Reservations & Revenue Management Oversee reservation processes and booking channels. Monitor OTA platforms including Apply Below, Airbnb, Expedia and other channels. Assist with rate management and pricing strategies. Maximise occupancy and revenue opportunities. Identify upselling opportunities and train staff accordingly. Monitor cancellations, no-shows and booking trends. Assist in implementing promotional and sales initiatives. Ensure reservation accuracy and inventory control. Operations Management Assist the General Manager with overall hotel operations. Coordinate Front Office, Housekeeping and Maintenance departments. Ensure all apartments and public areas meet company standards. Conduct daily quality inspections. Monitor operational efficiencies and implement improvements. Ensure departmental compliance with company procedures. Maintain service excellence across all departments. Monitor operational costs and identify cost-saving opportunities. Manage supplier relationships and service providers. Ensure smooth daily operations across all shifts. Staff Leadership & Performance Management Supervise Front Desk and Guest Services teams. Assist with recruitment, onboarding and training of staff. Conduct performance evaluations and coaching sessions. Manage employee schedules and rosters. Ensure staff productivity and accountability. Maintain discipline and adherence to company policies. Promote a positive and professional workplace culture. Develop staff skills through ongoing training and mentorship. Housekeeping Oversight Coordinate with the Housekeeping Department to ensure room readiness. Monitor apartment cleanliness and presentation standards. Conduct quality inspections. Ensure linen, amenities and inventory controls are maintained. Monitor housekeeping productivity and standards. Assist with stock control and procurement processes. Maintenance Coordination Ensure maintenance issues are logged, monitored and resolved promptly. Coordinate preventative maintenance schedules. Conduct regular property inspections. Monitor contractors and service providers. Ensure apartments and facilities remain in excellent condition. Financial & Administrative Responsibilities Monitor daily revenue reports. Ensure cash handling and financial controls are followed. Verify billing accuracy and guest account reconciliation. Assist with budget management and cost control. Prepare operational reports for management. Monitor departmental expenses. Ensure compliance with company financial procedures. Compliance & Risk Management Ensure compliance with all company policies and procedures. Maintain confidentiality of company and guest information. Ensure compliance with health and safety regulations. Manage operational risks proactively. Ensure security procedures are followed. Maintain professional standards and ethical conduct at all times. Minimum Requirements Minimum 3-5 years hospitality management experience. Minimum 2 years in a supervisory or management role. Hotel; apartment hotel, guest house or short-term accommodation experience essential. Strong Front Office and Reservations experience. Proven leadership and team management ability. Experience managing guest relations and service recovery. Strong administrative and organisational skills. Excellent written and verbal communication skills. Computer literate with strong Microsoft Office skills. Experience with hotel PMS systems. Ability to work under pressure and manage multiple priorities. Strong problem-solving and decision-making abilities. Professional appearance and presentation. Preferred Qualifications Hospitality Management Diploma or Degree. Experience within luxury hotels or serviced apartments. Revenue management exposure. OTA management experience. Knowledge of hospitality compliance and labour legislation. Experience implementing systems and operational improvements. Personal Attributes We are looking for a leader who is: Passionate about hospitality. Guest-focused and service-driven. Highly organised and detail-oriented. Professional and well presented. Proactive and solutions focused. Commercially minded. Results driven. Strong in people management. Able to lead by example. Ambitious and committed to excellence. Why Join Us? Opportunity to work within one of South Africa's leading apartment hotel groups. Exposure to luxury hospitality operations. Career growth and advancement opportunities. Dynamic and professional working environment. Opportunity to make a meaningful impact on operations and guest experience. Work directly with senior leadership and contribute to the future growth of the business. If you are a hospitality professional who thrives in a fast-paced environment, enjoys leading teams, and is passionate about delivering exceptional guest experiences, we would love to hear from you. Please submit your CV together with a recent professional photograph and a brief motivation outlining why you would be the ideal candidate for this position. Please only apply if you have experience in the Hotel, Apartment Hotel, Hospitality Industry in accommodation.