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Front Office Operations Manager

2 months ago

Franschhoek, Western Cape, South Africa Dream Hotels and Resorts Full time
Job Overview:

As a key member of the Dream Hotels and Resorts team, the Front Office Support Lead plays a vital role in ensuring the smooth operation of the front office and guest services at our resort.

Key Responsibilities:
  • Front Office Operations Management: Oversee all aspects of front office operations, including guest check-in and check-out procedures, reservations, guest services, and room assignments.
  • Staff Supervision: Supervise and train receptionists, porters, and drivers to provide excellent customer service to guests.
  • Guest Concerns Resolution: Address and resolve any guest concerns or complaints in a timely and professional manner to ensure guest satisfaction.
  • Budget Management: Work with the resort leadership team to develop and manage the front office budget, including staffing costs, supplies, and other expenses.
  • Compliance: Ensure that all front office operations comply with resort policies, procedures, and standards.
  • Collaboration: Collaborate with other department heads to ensure a seamless guest experience throughout the resort.
Role Overview:
  • Leadership: Provide leadership and guidance to the front office team to ensure high levels of guest satisfaction and employee morale.
  • Training and Development: Conduct training sessions for front office staff to enhance their skills and knowledge in guest service, reservation systems, and other relevant areas.
  • Scheduling: Create and manage staff schedules to ensure adequate coverage during peak times and efficient operations during slower periods.
  • Performance Evaluation: Conduct performance evaluations for front office staff and provide feedback for improvement.
  • Communication: Maintain open communication channels with staff, management, and guests to address any issues or concerns promptly.
  • Problem Solving: Be prepared to handle any unexpected challenges or emergencies that may arise during your shift.
  • Quality Assurance: Monitor and evaluate the quality of guest services provided by the front office team and implement improvements as needed.
  • Guest Check-In and Check-Out: Welcome guests upon arrival, check them in, and provide information about the resort's facilities and services. Assist guests with the check-out process, finalize payment transactions, and address any final requests or concerns.
  • Welcome and Greet Guests: Provide a warm and friendly welcome to guests upon arrival. Assist with check-in and check-out processes efficiently and accurately.
  • Reservations Management: Manage room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information. Work closely with the reservations team to maximize room occupancy and revenue.
  • Guest Services: Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalized assistance and solutions as needed. Arrange for special services or amenities for guests, such as restaurant reservations, transportation, or special requests.
  • Information and Assistance: Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay. Assist guests with directions, transportation arrangements, and any other information they may require.
  • Guest Relations: Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations. Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.
  • Administrative Tasks: Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially. Assist with billing, invoicing, and financial transactions as needed.
  • Communication: Answer phone calls, emails, and in-person inquiries, directing them to the appropriate departments. Relay messages and information to guests and staff members as needed.
  • Collaboration: Coordinate with other hotel departments to ensure smooth communication and guest services. Work closely with housekeeping to manage room turnovers and ensure cleanliness standards.
  • Security and Safety: Maintain a secure and safe environment by monitoring guest access and following safety protocols.
  • Upselling: Promote hotel amenities and services to guests, encouraging additional bookings or purchases.