Front Office Manager

91 Loop Boutique Hostel & New Hostel Opening – Cape Town

Position: Front Office Manager
Location: Cape Town
Department: Front Office / Operations
Reporting To: General Manager
Employment Type: Full-Time
Start Date: To be agreed

ABOUT THE ROLE

91 Loop Boutique Hostel is looking for an experienced, energetic and hands-on Front Office Manager to lead our Front Office operation.

This is an exciting opportunity for someone who wants to be part of both an established hostel operation and the development of a new hostel scheduled to open in March 2027.

The successful candidate will initially be responsible for managing and developing the Front Office operation at 91 Loop Boutique Hostel while assisting management with the preparation, setup and eventual opening of the new property.

We are looking for someone who understands that a hostel Front Office is more than a reception desk. It is the centre of the guest experience, reservations, communication, problem-solving and daily operations.

KEY RESPONSIBILITIESFront Office Management

• Manage the day-to-day operation of the Front Office.
• Lead, supervise and support the reception and Duty Management team.
• Prepare and manage staff rosters to ensure appropriate coverage across all shifts.
• Ensure professional and efficient check-in and check-out procedures.
• Ensure guest queries, requests and complaints are handled professionally and promptly.
• Maintain high standards of guest service and hospitality.
• Conduct regular Front Office checks and ensure operational standards are maintained.
• Ensure accurate shift handovers between team members.
• Monitor cash handling, card payments and Front Office financial procedures.
• Ensure all Front Office administrative tasks are completed accurately and on time.

Staff Management & Training

• Recruit, onboard and train Front Office employees when required.
• Conduct regular staff training and coaching.
• Monitor staff performance and provide constructive feedback.
• Conduct performance reviews and assist with disciplinary procedures when necessary.
• Develop a strong, professional and guest-focused Front Office team.
• Ensure staff understand and consistently follow company policies and SOPs.
• Identify training needs and implement development plans.
• Promote accountability, teamwork and strong communication within the department.

Reservations & PMS Management

• Oversee reservations and ensure bookings are processed correctly.
• Maintain accurate guest and reservation information within the PMS.
• Monitor room and bed allocations to maximise availability.
• Assist with group bookings and room allocations.
• Monitor cancellations, no-shows, amendments and special requests.
• Work closely with management on occupancy and availability.
• Ensure rates and availability are correctly reflected across booking channels.
• Maintain a strong working knowledge of Cloudbeds or similar hospitality PMS platforms.

OTA & Online Booking Management

• Monitor major online travel agencies and booking channels.
• Ensure property information, availability and rates are accurate.
• Assist with resolving booking discrepancies.
• Monitor guest reviews and identify recurring service issues.
• Work with management to improve online ratings and guest satisfaction.
• Ensure OTA messages and guest enquiries are answered professionally and within appropriate response times.

Guest Experience

• Maintain a visible presence within the property and engage with guests.
• Create a welcoming, safe and professional environment.
• Resolve guest complaints effectively and follow up where necessary.
• Work closely with the Guest Services and Operations teams to improve the overall guest journey.
• Identify opportunities to improve service standards and guest satisfaction.
• Encourage the Front Office team to build genuine relationships with guests.

Operational Coordination

• Work closely with Housekeeping to ensure rooms and beds are ready for arrivals.
• Communicate maintenance issues and follow up until resolved.
• Coordinate with Reservations, Housekeeping, Security and other departments.
• Monitor arrivals, departures, occupancy and special requirements.
• Assist management with daily operational reporting.
• Ensure Front Office procedures support efficient hostel operations.

NEW HOSTEL OPENING – MARCH 2027

An important part of this position will be assisting management with the preparation and opening of our new hostel.

Responsibilities may include:

• Assisting with the development of Front Office systems and procedures.
• Creating and implementing Front Office SOPs.
• Assisting with recruitment of the new Front Office team.
• Training new reception and Duty Management staff.
• Assisting with PMS and operational system setup.
• Developing check-in, check-out and guest communication procedures.
• Assisting with room and bed configuration.
• Supporting OTA and reservation setup.
• Helping establish service standards for the new property.
• Assisting with pre-opening testing and operational readiness.
• Supporting the transition from pre-opening into full operations.
• Ensuring standards and procedures are consistent across both properties where appropriate.

The successful candidate should therefore be comfortable working in an environment that combines daily operations with new-property development and implementation.

REQUIREMENTS

The ideal candidate should have:

• Previous Front Office supervisory or management experience within hospitality.
• Hostel, hotel, backpacker or accommodation experience strongly preferred.
• Strong leadership and people-management skills.
• Experience training and developing staff.
• Experience with a hospitality Property Management System; Cloudbeds experience would be advantageous.
• Good understanding of Booking.com, Expedia and other OTAs.
• Strong reservations and room-allocation knowledge.
• Excellent written and verbal communication skills.
• Strong administrative and organisational skills.
• Good computer literacy.
• Strong problem-solving abilities.
• Ability to remain calm and professional when dealing with difficult situations.
• Ability to work independently and take ownership of the department.
• Flexibility to work shifts, weekends and public holidays when operationally required.

THE PERSON WE ARE LOOKING FOR

We are looking for someone who is:

• A strong and confident leader.
• Hands-on and willing to assist the team when necessary.
• Guest-focused and passionate about hospitality.
• Highly organised and detail-oriented.
• Comfortable working in a fast-paced hostel environment.
• Proactive rather than reactive.
• Able to identify problems and implement practical solutions.
• Comfortable managing people and holding staff accountable.
• Excited about helping build systems and teams for a new hostel.
• Able to balance operational requirements with an energetic and social hostel environment.

WHY JOIN US?

This position offers more than a traditional Front Office Manager role.

You will have the opportunity to manage and develop the Front Office operation at 91 Loop Boutique Hostel while also playing an important role in the creation and opening of a new Cape Town hostel in March 2027.

For the right candidate, this provides an opportunity to contribute directly to the systems, standards, team culture and guest experience of a new property from the beginning.

HOW TO APPLY

Please submit your CV and a short motivation explaining your relevant hospitality experience and why you would be suitable for the Front Office Manager position.

91 Loop Boutique Hostel
Cape Town, South Africa

Pay: R18 000,00 - R20 000,00 per month

Work Location: In person