About Company
Cresta Hotels, a leading hospitality group in Southern Africa, is renowned for its unwavering commitment to delivering exceptional guest experiences and embodying warm African hospitality. Cresta Lodge Harare, a flagship property nestled in the vibrant heart of Zimbabwe’s capital, stands as a testament to this legacy. Boasting elegant accommodations, modern conferencing facilities, and exquisite dining options, Cresta Lodge Harare is a preferred choice for both business and leisure travellers. We pride ourselves on our dynamic team culture, where every individual plays a crucial role in upholding our rigorous standards of excellence and creating memorable stays for our guests. Joining Cresta Lodge Harare means becoming an integral part of a family dedicated to continuous growth, uncompromised quality, and unparalleled service, contributing to a brand that cherishes its heritage and looks forward to a future of innovation.
Job Description
We are seeking a highly motivated, experienced, and detail-oriented Hospitality Front Office Coordinator to join our dynamic team at Cresta Lodge Harare. This pivotal role serves as the heart of our guest relations, acting as the primary point of contact for our valued patrons from the moment they arrive until their departure. The Front Office Coordinator is directly responsible for ensuring the seamless and efficient operation of the front desk, overseeing daily check-ins and check-outs, managing reservations accurately, and addressing all guest inquiries or concerns with utmost professionalism, warmth, and efficiency. You will be instrumental in creating an inviting and welcoming atmosphere, setting the positive tone for an unforgettable guest experience, and promptly resolving any operational or service issues to maintain our consistently high standards of service. Beyond operational tasks, this role involves guiding, mentoring, and supporting the front office team, fostering a collaborative and high-performing environment, and ensuring strict adherence to all hotel policies, procedures, and service protocols. The ideal candidate will possess an innate passion for the hospitality industry, exceptional communication and interpersonal skills, a proactive and solutions-oriented approach to problem-solving, all while embodying the genuine spirit of Cresta’s renowned guest-centric service philosophy. This position offers a unique opportunity to contribute significantly to our operational success, enhance our brand reputation, and further solidify our standing as a premier accommodation and conference destination in Harare.
Key Responsibilities
- Manage and oversee all front office operations, including check-ins, check-outs, and guest registration processes.
- Efficiently handle all guest reservations, modifications, and cancellations, ensuring accuracy and optimal room occupancy.
- Serve as the primary point of contact for guests, addressing inquiries, resolving complaints, and providing information about hotel services and local attractions.
- Train, supervise, and motivate front office staff, ensuring adherence to service standards and operational procedures.
- Monitor and manage guest feedback, taking proactive steps to improve service quality and guest satisfaction.
- Process payments, manage cash float, and maintain accurate billing records in compliance with hotel policies.
- Collaborate with other departments (housekeeping, F&B, maintenance) to ensure a seamless guest experience.
- Prepare daily reports, including occupancy rates, revenue, and guest feedback summaries for management.
- Maintain a comprehensive understanding of hotel room types, rates, promotions, and loyalty programs.
- Ensure all security and safety procedures are followed diligently by the front office team.
Required Skills
- Minimum of 2 years of experience in a front office role within the hospitality industry.
- Proven experience with Property Management Systems (PMS), preferably Opera or similar.
- Exceptional customer service and interpersonal communication skills.
- Strong problem-solving abilities and a proactive approach to guest satisfaction.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
- Excellent organizational and time management skills.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Fluency in English (written and spoken).
Preferred Qualifications
- A diploma or degree in Hospitality Management, Tourism, or a related field.
- Experience in a supervisory or coordinator role within a hotel front office.
- Proficiency in additional languages (e.g., Shona, Ndebele, Portuguese).
- Familiarity with local Harare attractions and amenities.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive medical aid benefits.
- Complimentary staff meals during shifts.
- Opportunities for professional development and career advancement within Cresta Hotels.
- Discounted hotel stays at Cresta properties.
- A supportive and dynamic work environment committed to employee growth.
- Exposure to a diverse international and local guest base.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their comprehensive resume and a compelling cover letter. Please detail your relevant experience, highlight your passion for delivering exceptional guest experiences, and explain why you believe you are the ideal candidate for the Hospitality Front Office Coordinator position at Cresta Lodge Harare. We look forward to reviewing your application.