Front Office Manager

2 weeks ago

Cape Town, Western Cape, South Africa Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location AC Hotel Cape Town Waterfront, Dockrail Road Foreshore, Cape Town, The Western Cape, South Africa VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Administering front office functions and supervising staff on a daily basis. Front office areas include Guest Arrival experts, AYS/Switchboard, Guest Experience Experts & Guest Relations.

Position directs and works with managers and employees to carry out procedures, ensures guest and employee satisfaction and maximizes the financial performance of the department.


EDUCATION AND EXPERIENCE

  • Matric or equivalent;
  • Minimum of 3 years experience in a supervisory level within a 4 or 5 star environment
  • A recognised qualification in Hospitality Management Advantageous
  • Proficiency in Microsoft packages as well as extensive knowledge of Fidelio Opera, GXP, Micros
  • Professional Disposition and conflict resolution abilities
  • Strong leadership skills
  • People orientated and results driven
  • Ability to operate within a highly pressurized fast paced / changing environment
  • Strong interpersonal, communication and relationship building skills
  • Ability to use Initiative and be proactive and selfdriven
  • Strong and effective planning and organizing skills to ensure operational efficiencies and effectiveness
  • Effective business partnering with stakeholders, management and associates

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

  • Manages daytoday operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Guest Experience Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and building mutual trust, respect, and cooperation among team members.
  • Serving as a role model to demonstrate appropriate behaviors.
  • Supervises and manages employees. Manages all daytoday operations. Understands employee positions well enough to perform duties in employees' absence.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Responds to and handles guest problems and complaints.
  • Sets a positive example for guest relations.
  • Empowers employees to provide excellent customer service.
  • Observes service behaviors of employees and provides feedback to individuals.
  • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
  • Ensures employees understand customer service expectations and parameters.
  • Interacts with guests to obtain feedback on product quality and service levels.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

  • Implements the customer recognition/service program, communicating and ensuring the process.
  • Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Supervises same day selling procedures to maximize room revenue and control property occupancy.
  • Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

  • Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Solicits employee feedback, utilizes an "open door" policy and

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