Front Office Manager

3 weeks ago

Stellenbosch Western Cape, South Africa HotelJobs.co.za Full time

Oversee the daily running of front office operations, managing staff (i.e., reception, switchboard) and daily activities, and acting as the Manager on Duty for the hotel. Liaise with all appropriate internal and external parties, guests & colleagues, demonstrating service excellence and a positive guest experience.

Examples of duties & responsibilities:

- Promote an atmosphere of professional tranquility in and around the front office areas, assuring guests and colleagues of the highest levels of service excellence and attention to detail.
- Proactively assist with any reservations operations, enquiries, bookings, payments, and daily work overflow.
- Actively engage guests and colleagues in a professional, efficient, and courteous manner.
- Take a direct and proactive approach to revenue generation.
- Assist with setting up appropriate operational budgets and monitor these for efficiency and adherence to achieve required results/ targets.
- Ensure that all areas of responsibility are well staffed and supervised as well as operating smoothly.
- Ensure the Front Desk has enough change; that foreign currency rates get updated on Opera and foreign currency exchange is done on a regular basis.
- Supervise and control PX and PM accounts to ensure minimum revenue loss.
- Ensure procedures such as payroll are done correctly and timeously.
- Ensure weekly and monthly planning of payroll is updated and handed in on time.
- Oversee AM and PM shifts in the front office, making sure all employees perform the tasks assigned to them.
- Periodically assist in Night shift duty, as and when operationally required by taking ownership, responsibility, and control of the hotel operations at night, monitoring activities of team members on duty to ensure objectives are met and standards of excellence and policies and procedures are adhered to.
- Deal with complaints, solve problems, deal with disturbances, special requests and any other issues that may arise.
- Be aware of any VIP arrivals, special requests and repeat guests.
- Consistently strive to achieve maximum performance and promote a professional service-oriented environment.
- Implement and enforce financial controls, helping with control of operating expenses and purchasing.
- Maintain effective and positive working relationships with team members and other operational/ support areas.
- Be flexible to assist in other departments as the need arises and when operationally required.
- Conduct briefings and meetings as necessary, delegating responsibility without relinquishing overall responsibility for the operation.
- Understand values and strategic goals of the property, and work within these parameters while challenging convention and looking for ‘new and better ways of doing things’ to maximize business operations.
- Champion training programmes and development of staff to build high performance teams.
- Ensure consistent and effective performance management is applied to all, giving guidance and feedback as appropriate.

Skills, experience & educational requirements
- 3 Years’ experience as a Front Office Manager.
- Previous working experience in Reservations.
- At least five years’ experience within the hospitality industry with extensive practical knowledge of front office operations and Reservation’s operations.
- Full managerial experience with the ability to convey clear instructions to colleague’s while being mindful of tight operational deadlines.
- Full knowledge and understanding of budgets.
- Relevant tertiary degree desirable.
- Fluent English speaker; additional languages desirable.
- Competent working knowledge of Word and Excel, Outlook, and Opera/ Fidelio (or other Hotel Management Systems).
- Efficient time management skills and strong financial acumen essential.
- Keen attention to detail with excellent follow-through capabilities

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