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Front Office Duty Manager

2 months ago

Cape Town, Western Cape, South Africa AccorHotel Full time
Job Title: Front Office Duty Manager

Job Summary:

The Front Office Duty Manager is a key role within our hotel, responsible for ensuring an exceptional guest experience. This involves creating unforgettable moments, enhancing experiences, and implementing recovery plans for missed opportunities. As the link between guests and agents, the Duty Manager plays a crucial role in maintaining and improving guest satisfaction.

Key Responsibilities:

  • Develop and maintain a thorough knowledge of hotel outlets, facilities, and services.
  • Implement corrective action for guest complaints through recovery plans, ensuring immediate acknowledgment and resolution within 24 hours.
  • Maintain and improve guest experience in all areas of the hotel.
  • Build and improve relationships with agents and welcome back guests.
  • Ensure all guests highlighted by the Agent (HBA's) are met upon arrival and throughout their stay to provide feedback and identify areas for improvement.
  • Manage the guest interchange programme.
  • Identify training needs within the Front Office department and communicate these to the Front Office Manager and Assistant Front Office Manager to implement an action plan.
  • Focus on special celebrations for Welcome Back and VIP guests to create memorable moments.
  • Support the Concierge team when required and in the absence of the Front Office Supervisor.
  • Drive online feedback and guest questionnaires, along with general feedback received from guests during and after their stay.
  • Maintain a strong presence during breakfast and dinner service to enhance guest experience.
  • Attend all training and workshops as required.
  • Assist in driving the Leading Hotels of the World and ALL Loyalty standards set out by Fairmont.
  • Model the Organisational Values, Code of Ethics, and Organisational Code of Conduct.
  • Complete monthly LQA audits and provide feedback to improve the service offering.
  • Be flexible and willing to take on extra projects and tasks.
  • Perform spot checks of all guest-facing areas to ensure maintenance and cleanliness standards are upheld.
  • Perform any reasonable duty as instructed by the Guest Experience Manager.
  • Liaise with the Security Manager regarding lost and found items left behind by in-house guests.

Financial Attributes:

  • Implement recovery plans to minimize revenue loss while ensuring an appropriate level of guest service is achieved.
  • Encourage upselling of all rooms, hotel facilities, and outlets.
  • Encourage the upselling of the hotel chauffeur vehicle.
  • Encourage the All-Loyalty program to ensure targets are met.

Qualifications:

  • Grade 12 or equivalent is a prerequisite.
  • A Hospitality Management diploma/degree will be advantageous.
  • At least 3 years of management experience, preferably gained in a 5-star environment.
  • Computer literacy on the MS Office Suite (Word, Excel, and PowerPoint) as well as Opera Cloud.
  • Proficiency and a good command of English (both written and spoken).
  • Fluency (written and spoken) in a foreign language will be advantageous.
  • Proven abilities in:
  • Guest relations.
  • Sales.
  • Time and workflow management.
  • Guest satisfaction.
  • Effective decision-making and judgement.
  • Conflict resolution skills.
  • Interpersonal communication skills.
  • Service delivery to a required standard in a fast-paced and dynamic environment.
  • Excellence in teamwork.

Our Commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.