Front of House Team Leader

2 weeks ago

Cape Town, Western Cape, South Africa Zest Hospitality Full time

Role Profile:
Team Leader

Minimum Experience:

  • Minimum of 2 years' proven team management experience
  • 4 years' frontline customer service experience, 2 of which as a Team Leader or Supervisor
  • Computer literate on MS Office packages, including Outlook, Word and Excel
  • Experience in managing a highly pressured Sites
  • Experience in dealing with irate clients

Minimum Qualification/Requiremetns

  • Matric
  • Post Matric Qualification in Hospitality, Customer Management will be advantageous

Outputs

Customer

  • Develop, enhance and sustain strong working relationships with the Clients, direct reports and other Outsourced Business Partners
  • Ability to manage multiple sites
  • Deescalate irate customers and ensure they are attended to by the relevant consultant timeously
  • Understand client requirements and ensure daily communication is maintained with the client in terms of operational service delivery requirements

Operational excellence

  • To ensure all Front of House(FOH) team members are providing world class client services
  • Setting and maintaining of service standards and continually improving processes
  • Overall management of Team Rosters
  • Adhere to and ensure team adhere to the processes, procedures and standards set out in the SOP manual and another procedures and policies which are implemented
  • Assisting with disciplinary, grievance and counselling procedures
  • Assisting Management with the daily operations and contract management
  • To ensure that all client requests and enquiries are fulfilled in the designated timeframe and exceed client expectations by ensuring that a first class service is delivered at all times
  • To ensure that all visitors/callers to the client site and internal clients experience excellent service upon visiting the site and when accessing the FOH team's services
  • To ensure all front of house operations at sites are managed effectively and efficiently
  • To be proactive in all Visitor Management, Switchboard and Room Bookings duties
  • To raise the profile of the FOH team in the business, leading by example
  • To be proactive in client/supplier relationships
  • To ensure that all client site documents are completed accurately and on a daily basis
  • Delivery of service levels as per SLA
  • To monitor productivity of all staff members
  • Familiarise selffront of house tasks, so that you can undertake duties of any team member as required.
  • Address all instances of noncompliance to processes and procedures are proactively and appropriately
  • Produce accurate reports timeously

Competencies

BEHAVIOURAL Competencies

  • Customer Centric
  • Highly selfmotivated and team oriented
  • Good Problem solving and analytical abilities
  • Excellent Communication (Written and Oral) Skills
  • Innovative
  • Approachable and presentable
  • Excellent Conflict handling skills
  • Ability to work under pressure

TECHNICAL Competencies

  • Ms Office knowledge (Outlook, Word, Excel)
  • Ability to create reports
  • Ability to adapt and learn new systems

Job Type:
Contract

Pay:
R10 000,00 - R15 000,00 per month

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

Experience:

People Management: 2 years (required)

  • Front of house: 4 years (preferred)
Expected Start Date: 2024/07/01

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