FRONT DESK & OPERATIONS MANAGER

Executive Apartment Hotel Group | Rosebank, Johannesburg

Join One of South Africa’s Premier Apartment Hotel Groups
Salary: R 13 000 to R 18 000

Location: Gauteng

Expires On: 20-Jul-2026

Are you an experienced hospitality professional with a passion for exceptional guest service, operational excellence, and team leadership?

We are seeking an outstanding Front Desk & Operations Manager to become an integral part of our leadership team at One Rosebank Executive Apartment Hotel. This is an exciting opportunity for an ambitious hospitality manager who thrives in a fast-paced environment and is eager to contribute to the continued success and growth of one of South Africa’s leading executive apartment hotel groups.

This is far more than a traditional Front Desk position. We are looking for a hands-on leader who can confidently oversee the entire Front Office operation while supporting the day-to-day management of the property. The successful candidate will play a critical role in ensuring seamless hotel operations, delivering exceptional guest experiences, leading and developing teams, implementing operational improvements, and supporting the General Manager in maintaining the highest standards of service excellence.

If you are passionate about hospitality, enjoy solving challenges, leading people, improving systems, and creating memorable guest experiences, we would love to welcome you to our team.

About the Role

Reporting directly to the General Manager, the Front Desk & Operations Manager will be responsible for overseeing all Front Office functions while assisting with the overall operational management of the property. This position requires a highly organised, proactive, and service-driven individual who is equally comfortable interacting with guests, managing staff, analysing operational performance, and ensuring every department works together to deliver an exceptional hospitality experience.

You will act as one of the key leaders within the hotel, ensuring operational efficiency, guest satisfaction, financial accountability, and service excellence across all departments.

Key Responsibilities

Front Office Leadership

Lead, supervise, and manage the Front Desk team to deliver exceptional guest service at every touchpoint.
Ensure smooth and efficient guest arrivals, departures, and in-house experiences.
Maintain consistently high service standards that reflect the company’s commitment to luxury hospitality.
Resolve guest concerns and complaints professionally while ensuring timely and satisfactory outcomes.
Monitor guest feedback, online reviews, and satisfaction scores, implementing continuous improvement initiatives where required.
Oversee reservations, room allocations, check-in and check-out procedures, guest billing, and payment processes.
Ensure all guest records and registration information are accurate and compliant.
Coordinate VIP arrivals, repeat guests, corporate clients, and special requests to deliver personalised experiences.
Conduct daily operational briefings with Front Office staff and ensure clear communication across departments.
Maintain professional grooming, presentation, and service standards throughout the Front Office team.

Reservations & Revenue Management

Oversee all reservation activities across direct bookings and online distribution channels.
Monitor OTA platforms, including Booking.com, Airbnb, Expedia, and other reservation channels.
Assist in implementing pricing strategies designed to maximise occupancy and revenue.
Monitor booking trends, cancellations, no-shows, and demand patterns to improve forecasting.
Identify and drive upselling opportunities while coaching staff on revenue-enhancing techniques.
Ensure reservation accuracy, room inventory control, and availability management.
Support promotional campaigns and revenue-generating initiatives in collaboration with management.

Hotel Operations Management

Support the General Manager in overseeing the daily operation of the property.
Coordinate the activities of Front Office, Housekeeping, Maintenance, and Guest Services departments.
Ensure all apartments, public spaces, and guest facilities consistently meet company quality standards.
Conduct routine operational inspections to maintain exceptional presentation throughout the property.
Identify operational inefficiencies and implement practical improvements to increase productivity and service quality.
Ensure all departments comply with company policies, operational procedures, and brand standards.
Monitor daily operations to ensure seamless service delivery across all shifts.
Assist in managing supplier relationships, contractors, and external service providers.
Contribute to strategic planning and continuous improvement initiatives that support business growth.

Staff Leadership & Development

Inspire, motivate, and lead a high-performing Front Office and Guest Services team.
Assist with recruitment, onboarding, training, and ongoing staff development.
Conduct regular performance reviews, coaching sessions, and individual development plans.
Prepare staff schedules and rosters to ensure appropriate operational coverage.
Foster a positive workplace culture built on teamwork, accountability, professionalism, and respect.
Ensure compliance with company policies, procedures, and disciplinary standards.
Mentor employees to build future leaders within the organisation.

Housekeeping Coordination

Work closely with the Housekeeping Department to ensure apartments are prepared to the highest standards.
Monitor room readiness to support efficient guest arrivals.
Conduct quality inspections of apartments and public areas.
Ensure housekeeping productivity, cleanliness, and presentation standards remain consistently high.
Assist with inventory management of linen, guest amenities, and housekeeping supplies.
Support stock control, procurement planning, and operational efficiency.

Maintenance & Property Management

Ensure maintenance requests are logged, prioritised, and resolved efficiently.
Coordinate preventative maintenance schedules to minimise operational disruptions.
Conduct regular property inspections to identify maintenance requirements before they impact guest satisfaction.
Monitor contractors and maintenance providers to ensure work is completed to company standards.
Assist in maintaining a safe, attractive, and well-maintained environment for guests and staff.

Financial & Administrative Responsibilities

Review daily revenue reports and operational performance.
Ensure cash handling procedures and financial controls are strictly followed.
Verify billing accuracy, guest account reconciliation, and payment processes.
Support budgeting, forecasting, and cost control initiatives.
Prepare operational reports and performance updates for senior management.
Monitor departmental expenditure while identifying opportunities to improve efficiency without compromising service quality.

Compliance & Risk Management

Ensure compliance with company policies, operational procedures, and hospitality best practices.
Maintain strict confidentiality regarding guest and company information.
Ensure compliance with health, safety, and security regulations.
Identify and proactively manage operational risks.
Promote ethical conduct, professionalism, and accountability across all departments.

Minimum Requirements

To be considered for this position, applicants should possess:

Minimum 3–5 years’ experience within the hospitality industry.
At least 2 years’ experience in a supervisory or management role.
Previous experience within a hotel, apartment hotel, serviced apartment, guest house, or short-term accommodation environment.
Strong Front Office and Reservations management experience.
Proven leadership and people management skills.
Excellent guest relations and service recovery experience.
Strong administrative, organisational, and multitasking abilities.
Excellent written and verbal communication skills.
High level of computer literacy, including Microsoft Office.
Experience working with Hotel Property Management Systems (PMS).
Strong analytical, decision-making, and problem-solving abilities.
Ability to remain calm under pressure while managing multiple operational priorities.
Professional appearance with a strong commitment to customer service excellence.

Preferred Qualifications

Preference will be given to candidates with:

Hospitality Management Diploma or Degree.
Experience within luxury hotels, executive apartment hotels, or serviced apartment environments.
Knowledge of revenue management and pricing strategies.
Experience managing Online Travel Agencies (OTAs).
Understanding of hospitality compliance, labour legislation, and operational risk management.
Experience implementing operational systems, service improvements, and process optimisation.

Personal Attributes

The successful candidate will be someone who demonstrates:

A genuine passion for hospitality and guest satisfaction.
Outstanding leadership and interpersonal skills.
Professionalism, integrity, and accountability.
Excellent organisational and time management abilities.
Strong attention to detail.
A proactive, solution-focused mindset.
Commercial awareness and business acumen.
The ability to lead by example and inspire others.
Adaptability in a fast-paced hospitality environment.
A commitment to continuous improvement and operational excellence.

Why Join Our Team?

Joining One Rosebank Executive Apartment Hotel means becoming part of a respected and growing hospitality group that is committed to excellence.

We offer:

The opportunity to build your career within one of South Africa’s leading executive apartment hotel groups.
Exposure to luxury hospitality operations and industry best practices.
A dynamic, professional, and supportive working environment.
Opportunities for career advancement and professional development.
Direct collaboration with senior leadership and involvement in strategic business growth.
The opportunity to make a genuine impact on guest satisfaction, operational performance, and the continued success of our hotel.

If you are an ambitious hospitality professional who is passionate about leading teams, delivering exceptional guest experiences, and driving operational excellence, we encourage you to take the next step in your hospitality career and become part of our growing success story.