Assistant Front Office Manager

2 weeks ago

Cape Town, South Africa Newmark Hotels Full time

**Title: Assistant Front Office Manager**

**The Rockefeller Hotel**

**Position Overview**:
The Assistant Front Office Manager is a senior position responsible for overseeing front desk operations and providing leadership in the absence of the Front Office Manager. This role requires strong supervisory skills, attention to detail, and a commitment to delivering exceptional guest service. The Assistant Front Office Manager will be accountable for ensuring smooth and efficient front desk operations, managing staff, and contributing to the financial management of the department.

**Key Responsibilities**:
**Supervising Front Desk Operations**:

- Oversee the daily operations of the front desk, including check-in and check-out procedures, to ensure smooth and efficient guest service.
- Handle guest inquiries, requests, and complaints in a professional and timely manner, providing resolution as needed.
- Provide support and guidance to front desk staff, including training new hires and providing ongoing training and feedback.
- Maintain flexibility to cover all shifts and act as the manager in charge when the Front Office Manager is not present.
- Order stationary and conduct stock takes to ensure adequate supplies are available.

**Staff Scheduling and Management**:

- Develop and maintain front desk staff schedules to ensure adequate coverage during peak hours and special events.
- Conduct performance evaluations and provide constructive feedback to staff members to support their professional development.
- Address disciplinary issues promptly and implement corrective action when necessary to maintain a productive and cohesive team.

**Financial Management**:

- Handle cash and credit card transactions, balancing cash drawers, and reconciling daily financial reports accurately.
- Collaborate with the finance department to ensure accurate billing and collection of payments from guests.
- Maintain strong knowledge of open balances (O-Status), month-end procedures, and other required reconciliations.
- Keep track of long-term tenants and ensure accurate billing and collection of payments.

**Administrative Duties**:

- Follow up on outstanding issues and ensure timely resolution to maintain guest satisfaction.
- Utilize Opera PMS knowledge to streamline operations and improve efficiency.
- Strong decision-making and analytical skills to address operational challenges effectively.

**Qualifications and Skills**:

- Previous experience in a supervisory role in the hospitality industry, preferably in front office operations.
- Strong leadership and interpersonal skills to effectively manage and motivate a team.
- Excellent communication skills, both verbal and written, to interact with guests, staff, and other departments.
- Proficiency in Opera PMS and reservations procedures.
- Strong organizational skills and attention to detail to manage multiple tasks efficiently.
- Ability to work flexible hours, including weekends and holidays, as required by the business.
- Knowledge of financial management principles, including cash handling and reconciliation processes.

**Job Types**: Full-time, Permanent

**Experience**:

- supervisory or assistant manager at a hotel: 2 years (required)
- OPERA: 2 years (required)

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