Front Office Manager
3 weeks ago
Assist with on-boarding, induction, and training
- Management and control of the financial budget for the department
- Monitor departmental costs to ensure performance against budget
- Preparation of rosters ensuring the staffing is in line with occupancies and service demands
- Manage the day to day operation of the department including Reception, Guest Relations, Concierge, Switchboard and Porters
- Day to day extensive Guest interaction, ensuring Guests are happy and all problems, complaints and special requests are dealt with in a prompt and professional manner
- Follows-up and verifies arrivals ensuring all documentation are present, guests details are verified and payment methods are confirmed accordingly
- Is aware, at all times, of current room status and room availability
- Minimises loss of revenue by adhering to all established credit procedures
- Receives proper approval codes for cash and credit card paying customers
- Communicates effectively with guests and colleagues
- Demonstrates teamwork by co-operating and assisting colleagues as needed
- Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests
- Issues appropriate keys to guests and staff according to the hotel’s guidelines and policies
- Assist with the supervision of the front office staff, from maintaining proper cash control to guest service standards on a day-to-day basis
- Attend to crisis or emergency situations and perform service recovery
- Supervises Reception personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
- Informs other operating departments, notably Housekeeping of all Front Office matters that concerns them
**Requirements**:
- Matric with Hotel School Qualification
- Very well-groomed and takes pride in your appearance
- Computer literate
- Previous managerial experience in a similar position within a medium to large 4/5* full-service hotel
- Ability to work under pressure and provide strong leadership to the team
- Excellent communication skills in English
- Guest services orientated, always aspiring to the best experience for guests
- Attending to any special requests or complaints in a prompt, professional manner
- Must be willing to work shifts
- Have a valid drivers license and own car
- Willing to assist the Executive Management team as and where required
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