Hotel Front Office Manager

4 weeks ago

Paarl, South Africa HotelJobs.co.za Full time

**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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