Front Office Manager

3 months ago

Johannesburg, South Africa AccorHotel Full time

Directs, controls and coordinates activities of personnel engaged in such activities as:

- Receiving, processing and confirming room reservations.
- Selling, registering and assigning rooms to incoming guests;
- Giving general information and aid and handling out keys to guests;
- Giving general information and aid and handling out keys to guests;
- Carrying baggage of and escorting guests to their rooms;
- Meeting and sending off and soliciting business at the airport and other arrival/departure ports;
- Sees to it that these activities are properly carried out to ensure guest satisfaction with accommodations and service.
- Coordinates wit housekeeping, accounting, F&B, security and other departments concerned in handling guests requests, inquiries and complaints regarding accommodations, service, security matter and billing.
- Prepares annual front office goals; monthly forecast of occupancy, develops working plans to carry goals and forecasts, compares actual achievements against goals periodically, takes necessary corrective actions.
- Prepares monthly & yearly front office budgets based on statistics of previous years, industry and economic trends, estimates of operating expenses and other pertinent data; with sales manager and others.
- Sees to preparation of and finalizes all front office reports, schedules, requisitions etc.
- Trains personnel according to established procedures; conducts training meetings to discuss problems, give instructions and assignments, etc.
- Develops and implements procedures to govern front office activities; sees to it that personnel understand and adhere to approved standard policies and procedures of the hotel.
- Authorizes the acceptance of cheques, cashing of personal cheques, cash advances, rebates, refunds of deposits, paid-outs, rate/room changes, release of airline crew allowances, etc on the basis of established procedures, amount, identity of guests or persons involved and availability of higher supervision.
- Inspects predetermined number of guest rooms daily to determine whether these are properly maintained.\
- Implements hotel discount policies, recommends approval of credit accommodations and decides whether to upgrade guests’ accommodations to promote and maintain good public relations.
- Sees to the enforcement of all house policies, rules and regulations pertaining to Front Office activities.
- Attends to reservations and registration of very special VIPs personally.
- Directs, supervises and coordinates the activities of telephone exchange personnel and ensures the proper maintenance, repair and use of all telephone exchange equipment and facilities.
- Ensures that the investigation of irregularities and undesirable guests and the checking of room occupancy discrepancies are properly conducted.
- Spot checks employee’s performance regularly; corrects mistakes and inadequacies.
- Receives and greets VIP’s and escorts them to their room; attends to their inquiries, requests and needs.
- Performs other duties as may be assigned.

**Qualifications**
- Passion for guest service.
- Excellent written and verbal communication, interpersonal and leadership skills.
- Highly organized, results-oriented with the ability to be flexible and work well under pressure.
- Degree/Diploma in Hospitality Management is an asset.
- Fluency in English is an asset.
- Minimum of 2 years previous proven Managerial experience in similar position.
- Must have the ability to handle a multitude of tasks and guest requests.
- Knowledge of Micros-Opera Property Management System an asset.
- Should possess or seek certification in basic first aid.
- Strong guest service orientation and training skills background required.
- Ability to work independently and prioritize responsibilities.
- Experience with a hotel loyalty program an asset.
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

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