Hotel Front Office Manager
4 weeks ago
**VACANCY: FRONT OFFICE MANAGER PEARL VALLEY HOTEL by MANTIS**
**PERK: Complimentary return transport from Paarl and Wellington to hotel**
**Minimum experience: 2 years similar position**
**Qualification: Formal Hotel Management diploma.**
Position scope
A FRONT OFFICE MANAGER will exceed our guests’ expectations in planning and executing each stay with us while ensuring the best return value for the hotel. A FRONT OFFICE MANAGER is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.
**Responsibilities**:
The FRONT OFFICE MANAGER is responsible for welcoming customers upon their arrival and looking after them until their departure:
Establishing a high-quality relationship with the customer, throughout his or her stay, to encourage
loyalty
Considering and anticipating customer needs, collecting feedbacks and opinions of their stay
Problem resolution.
Representing the hotel’s image and being an ambassador for the Mantis Collection Brand
Ensuring that customers are greeted properly upon check-in, that rooms are allocated correctly, that luggage is delivered quickly to the rooms
Ensuring that check-outs are affected efficiently and quickly, but always giving due regard to the quality of the customer’s stay and the dealing with any problems encountered
The FRONT OFFICE MANAGER guarantees that areas occupied by customers are in good conditions and supports the other departments in:
Ensuring that the hotel is easily accessible to cars and taxis and that is well-maintained
Ensuring that rooms are maintained respecting the quality standards set for the hotel
Carrying out systematic checks on the front desk, the lobby and other locations within the department for any need for maintenance, repairs or renovation and ensuring that these are carried out without delay
Checks closing, forms at the reception desk and reports printed by the night audit
Presents the figures to the briefing (daily management meeting)
Ensures that booking procedures are strictly adhered to and that invoicing details are obtained for each customer
Monitors invoicing: ensures that all costs are correctly itemized on the customer invoice
Ensures that all credit check procedures are strictly adhered to and that invoices do not exceed the limit stipulated for invoices not requiring prior approval
Checks offers, discounts and remittances
Establishes rules and processes with respect to guest relocation and over-booking
Produces a weekly review of rejections, no shows, cancellations
Monitors reminders, invoice balances and sundry debt reporting
Participates in preparing the budget for his or her department
The Front Office Manager ensures compliance with administrative procedures and submission of reports:
Reports, handover notes, guest relocations, B2B sales by distributor, sales per rate type
Aged balance and aged balance report
Month-end statistics and flash on the 15th of the month
Yield story
Preparing time sheets, schedules for front office personnel under the supervision of the Management
Encouraging skills development and supporting employees with their professional development
Conducting regular appraisals of his or her employees, identifying areas for development and training needs and ensuring that such training is carried out
Providing annual appraisal interviews and setting employee objectives
Approving recruitments
Organizing the welcome and induction of new employees
Increasing motivation and team cohesion by creating a pleasant working environment
Circulating regularly through the department, maintaining a high level of communication with customers and staff
Ensuring that the most-qualified individual is appointed where there is a job vacancy - as far as possible, this should be an internal promotion
The Front Office Manager ensures coordination and representation of Reception to other departments and to the Management:
Ensuring efficient communication between the Front Office staff and other departments, in particular, the accommodation department
Communicating regularly with Heads of Department and assisting to management meetings
Providing continuity to the Management in accordance with the defined programme
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