Front Office Manager

2 weeks ago

Cape Town, South Africa HotelJobs.co.za Full time

This 5* luxury hotel is seeking to appoint an experienced Front Office Manager to join the team. The purpose of this position is to manage the daily activities, reporting, training and operations of the Guest Services operations and colleagues. With experience in high-quality luxury boutique hotel/resort guest services, the Front Office Manager will support the Front Office and Guest Services team in offering the highest level of customer service and supporting colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues.

**Key Duties and Responsibilities**
- Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision-making; demonstrate honesty/integrity; lead by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serve as a role model to demonstrate appropriate behaviours.
- Supervise and manage employees. Understanding employee positions well enough to perform duties in employees' absence.
- Manage day-to-day operations, ensuring the quality, and standards and meeting the expectations of the customers on a daily basis.
- Develop specific goals and plans to prioritize, organize, and accomplish your work.
- Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Assist with energy conservation efforts by monitoring compliance during property tours.
- Support implementation of the customer recognition/service program, communicating and ensuring the process.
- Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Ensure compliance with all policies, standards and procedures.
- Understand and can implement all emergency plans including accidents, deaths, elevators, thefts, vicious crimes, bombs, fire, etc.
- Understand and comply with security, health and safety policies and procedures.
- Provide services that are above and beyond for customer satisfaction and retention.
- Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
- Serve as a leader in displaying outstanding hospitality skills.
- Set a positive example for guest relations.
- Empower employees to provide excellent customer service.
- Observe service behaviors of employees and provide feedback to individuals.
- Maintain high visibility in public areas during peak times.
- Provide immediate assistance to guests as requested.
- Interact with customers on a regular basis throughout the property to obtain feedback on the quality of product, service levels and overall satisfaction.
- Record guest issues in the guest response tracking system.
- Review comment cards and guest satisfaction results with employees.
- Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
- Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
- Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Assist as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Analyse information and evaluate results to choose the best solution and solve problems.
- Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
- Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Communicate any variations to the established norms to the appropriate department in a timely manner.
- Participate as needed in the investigation of employee and guest accidents.
- Perform Front Desk duties in high-demand times.

**Requirements**:

- Minimum two years working in a managerial capacity within a 5* luxury, or boutique hotel's Guest Services department and/or Front Office
- Must be proficient in hospitality revenue management, guest services and team development
- Previous guest service and reservations experience preferred.
- Excellent written and oral communication skills required.
- Strong leadership skills and interpersonal communication skills.
- Must be fluent in verbal and written English.
- Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
- Excellent listening and comprehension ski

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