Front Office Manager, Cape Town

Job Description Front Office Manager

You are the face of Mama from the first“hello” to the last “see you soon”.

Responsibilities

Deliver bold, warm, and unforgettable guest experiences from arrival to departure; handle VIPs, special requests, and guest feedback with care and personality.

Lead, coach, and inspire the Front Office team—reception, concierge, and guest relations; create a positive, energetic, and collaborative team environment.

Oversee daily Front Office operations—check‑ins, check‑outs, room allocations, and cash control; ensure smooth coordination with Housekeeping, Reservations, and other departments.

Maintain Mama’s service standards—playful, professional, and personal; ensure procedures are followed while keeping the human touch alive.

Maximize room revenue through upselling, room optimization, and effective inventory management.

Handle guest concerns quickly and effectively, turning challenges into memorable moments.

Work closely with all departments to ensure seamless guest journeys across the hotel.

Monitor KPIs—guest satisfaction, reviews, upselling, and team performance—and take action where needed.

Qualifications

Strong Front Office experience in hospitality, ideally in lifestyle or luxury hotels.

Natural leader who inspires, motivates, and develops teams.

Guest‑focused and passionate about creating memorable experiences.

Thrives in fast‑paced, high‑energy environments.

Organized, solution‑oriented, and hands‑on.

Strong communication skills and a confident presence.

Comfortable with PMS systems and operational reporting.

Brings personality, energy, and a sense of fun to everything they do.

Preferred Extras

Pre‑opening experience.

Multi‑lingual.

Knowledge of the city and love of sharing it with guests.

Brings Mama energy—bold, playful, and authentic.

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