Front Office Coordinator

The position also supports staff development, departmental administration, and financial control processes.

• Supervise Front Office staff to ensure smooth and efficient daily operations
• Train, coach, and support team members to deliver excellent guest service
• Ensure professional and courteous guest check-in and check-out procedures
• Handle guest queries, complaints, and escalations promptly and effectively
• Oversee Front Office administration, including reservations support, reporting, and record keeping
• Ensure accurate capturing of guest information and billing details
• Supervise cash handling, float management, and daily financial reconciliations
• Maintain and enforce Front Office processes, procedures, and internal controls
• Coordinate with Housekeeping and Maintenance to ensure room readiness and guest satisfaction
• Manage staff scheduling, attendance, and general employee administration within the department
• Monitor performance and assist with staff appraisals and development
• Ensure compliance with hotel policies, standards, and regulatory requirements

• Tertiary qualification: National Diploma in Hospitality Management
• Minimum 23 years experience in a Front Office environment, with supervisory exposure
• Strong knowledge of Front Office operations and procedures
• Experience working with a Property Management System (PMS)

• Strong leadership and team supervision skills
• Excellent customer service and interpersonal skills
• Good administrative and organisational abilities
• Financial acumen (cash handling, reconciliations, and reporting)
• Attention to detail and accuracy
• Problem-solving and decision-making skills
• Effective communication skills

• Willingness to work shifts, including nights, weekends, and public holidays
• Ability to work under pressure in a fast-paced environment
• Professional appearance and conduct
• Reliable, trustworthy, and high level of integrity

• Responsible for Front Office financial processes, including cash handling and reconciliations
• Ensure adherence to internal controls and company financial procedures
• May be subject to credit and fraud checks due to financial responsibilities

• Guest satisfaction and service delivery
• Efficiency of Front Office operations
• Accuracy of administration and financial processes
• Staff performance, training, and development
• Compliance with policies and procedures

• Shift-based role with extended and irregular working hours
• High guest interaction environment
• Requires active presence at the Front Desk and operational areas