Assistant Front Office Manager

6 months ago

Johannesburg, South Africa MERCURE Full time

**Company Description**
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"
- Foster a positive and structured work environment within the department, which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations and maintaining well care of Heartists.
- Greet and assist guests in a warm, courteous, and professional manner.
- Handle guest complaints and inquiries promptly, striving to resolve issues to ensure guest satisfaction.
- Ensure guests receive accurate and timely information about hotel amenities, services, and local attractions.
- Handle guest complaints and concerns in a professional and empathetic manner, aiming for swift and satisfactory resolution.
- Maintain a deep understanding of the local area to provide guests with information about attractions, restaurants, and services.
- Establish and maintain positive relationships with repeat guests, VIPs, and corporate clients.
- Implement strategies to enhance guest loyalty and satisfaction, contributing to positive online reviews and ratings.
- Oversee the front desk team's daily operations, including check-in, check-out, and guest registration processes.
- Monitor room availability, reservations, and room assignments to maximize occupancy and revenue.
- Maintain accurate and organized guest records, ensuring compliance with privacy and security protocols.
- Coordinate with housekeeping and maintenance departments to ensure timely room readiness.
- Proficiently use hotel management software and technology to manage reservations, check-ins, and guest preferences.
- Troubleshoot and resolve technical issues related to front desk systems.
- Act as a key contact for emergency situations, following established protocols to ensure guest safety and well-being.
- Maintain knowledge of hotel evacuation procedures and assist in training staff on emergency protocols.

**Qualifications**
- Bachelor's degree in Hospitality Management, Business, or related field.
- Proven experience in Front Office roles within the hospitality industry.
- Previous working experience in a truly global work environment is essential.
- Strong problem-solving abilities and a commitment to guest satisfaction.
- Excellent communication, interpersonal, and team leadership skills.
- Proficiency in hotel management software (Opera).
- Strong management skills with the ability to prioritize and manage multiple tasks simultaneously.
- Adept at data analysis and using insights to drive decision-making.
- Flexibility to adapt to a dynamic and fast-paced environment.
- Fluency in verbal and written English is essential.
- Must be a highly capable user of Microsoft office programs including Excel, Word, PowerPoint and Outlook.

**Additional Information**
Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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