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Mountain Lakes Resort & Spa is seeking a dynamic and guest-focused Head of Front Office to lead our Front Office team and ensure a seamless and exceptional guest experience from arrival to departure.
Job Summary
- Type: full-time
- Location: Harare
- Category: Hospitality
- Closing Date: 2026-09-02
Key Responsibilities
- Manage the day-to-day operations of the Front Office department.
- Lead, supervise and develop Front Office staff.
- Ensure efficient check-in and check-out procedures.
- Manage reservations, room allocations and guest requests.
- Maintain excellent guest relations and resolve complaints professionally.
- Monitor occupancy, room status and Front Office reports.
- Coordinate with Housekeeping, Maintenance, Food & Beverage and other departments.
- Ensure accurate billing and proper handling of guest accounts.
- Train and mentor Front Office staff.
- Ensure the Front Office consistently delivers exceptional service standards.
Requirements
- Diploma/Degree in Hospitality Management, Tourism or a related field.
- Minimum 3-5 years’ experience in Front Office, with supervisory or management experience.
- Strong knowledge of hotel/resort Front Office operations.
- Excellent communication and customer service skills.
- Strong leadership and problem-solving abilities.
- Valid driver’s licence is essential.
- Ability to work flexible hours, including weekends and public holidays.
How to Apply
Apply by email: [email protected]
About the Company
Mountain Lakes Resort & Spa is a hospitality destination located in Juliasdale, a scenic highland town in Zimbabwe’s Eastern Highlands. It offers cozy, self-contained villas, an indoor pool, and a full-service spa focused on relaxation and wellness. The resort serves locally sourced meals, highlighting regional produce and Zimbabwean culinary traditions. As a verified operational business in Zimbabwe, it caters to both domestic and international guests seeking a tranquil getaway amid the country’s natural beauty.
Relax at Mountain Lakes Resort & Spa in Juliasdale, Zimbabwe
Frequently Asked Questions
What qualifications or certifications are typically required for the Head of Front Office role in Zimbabwean hospitality?
A minimum of a National Diploma or Bachelor’s degree in Hospitality Management, Tourism, or a related field is commonly required. Many employers also prefer candidates with internationally recognised certifications such as those from City & Guilds, CTH, or ILM leadership qualifications — especially if the resort caters to international guests. Local experience with systems like Opera PMS is highly valued, and membership in the Zimbabwe Tourism Authority (ZTA) or Zimbabwe Hotel Association (ZHA) may strengthen an application.
What does a typical day look like for a Head of Front Office at a resort like Mountain Lakes Resort & Spa in Zimbabwe?
The role involves overseeing front desk operations, managing guest check-ins/check-outs, resolving service issues, and supervising concierge, reservations, and switchboard teams. Daily duties include shift briefings, reviewing occupancy and revenue reports, coordinating with housekeeping and F&B departments, and ensuring compliance with ZTA service standards. Weekend and holiday coverage is expected, as Zimbabwean resorts operate year-round with peak seasons during July–August and December.
How does Zimbabwean work culture influence expectations for leadership roles in hospitality?
Respect for hierarchy and seniority is strong, so clear communication, punctuality, and professional decorum — including appropriate dress and formal address of superiors — are essential. Team leadership often blends firm operational discipline with relational warmth, reflecting local values of *ubuntu* and hospitality (*kuparara*). Employers value candidates who demonstrate cultural fluency, such as awareness of public holidays, regional languages (e.g., Shona or Ndebele), and sensitivity to socio-economic contexts affecting staff and guests.
What realistic career progression paths exist after serving as Head of Front Office in Zimbabwe’s hospitality sector?
Successful performance can lead to General Manager or Operations Manager roles within the same group or larger hotel chains operating in Zimbabwe, such as African Sun Limited or Rainbow Tourism Group. Some professionals transition into regional training, quality assurance, or consultancy roles with ZTA or private hospitality academies. Others pursue further education locally (e.g., UNISA postgraduate diplomas) or internationally to access multinational management programmes.
What benefits are typically offered to senior front office leaders in Zimbabwean resorts?
Standard benefits include 30 days’ annual leave, medical aid through providers like NSSA-approved schemes or private insurers (e.g., MDS, Medshield), and participation in the National Social Security Authority (NSSA) pension scheme. Some resorts offer housing allowances, utility subsidies, or staff accommodation — particularly for remote locations — and limited meal or transport allowances. Leave encashment and compassionate leave follow Zimbabwean labour law requirements under the Labour Act [Chapter 28:01].
How should I apply for this role, and what do Zimbabwean employers specifically look for in candidates?
Applications are usually submitted via email or LinkedIn with a tailored CV highlighting Zimbabwean hospitality experience, PMS proficiency, and leadership examples — avoid generic international templates. Employers prioritise demonstrable problem-solving in resource-constrained environments, familiarity with local regulatory frameworks (e.g., ZTA licensing, NSSA compliance), and evidence of staff mentoring aligned with national skills development goals. Shortlisted candidates often undergo competency-based interviews with property owners or regional HR, sometimes including a practical front office simulation.