Front Office Manager

2 weeks ago

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

Job Summary:

We are seeking a highly skilled and experienced Front Office Manager to join our team at PULLMAN. The successful candidate will be responsible for ensuring that guests have a unique and memorable experience at the property.

Key Responsibilities:

  • Manage and motivate front office teams to provide high-quality services for guests and ensure the department meets its quantitative and qualitative monthly targets.
  • Increase revenue through sales efforts and effective room revenue management.
  • Implement brand and group projects and policies and procedures.
  • Develop close professional relationships with guests and anticipate their needs to ensure a unique guest experience.
  • Handle guest complaints and provide rapid solutions.
  • Present a professional, friendly, and efficient impression of the hotel at all times.
  • Ensure all tasks relating to guest comfort, satisfaction, and overall impression of the hotel are treated with utmost priority.
  • Maintain a good working relationship with colleagues and develop a team that works well together and with other departments.
  • Develop the team to provide a hospitable service to the standard laid down by the Standards Training Manual.
  • Anticipate guest needs, act upon, and follow up guest requests to deliver a level of service and responsiveness that generates compliments.
  • Maintain vigilance regarding possible fraud, theft, and potential security risks.
  • Have a full understanding of all systems and programs.
  • Ensure communication procedures are effective and efficient on a day-to-day basis to maintain service standards.
  • Have a sound knowledge of the local area regarding history, places of interest, and special events.
  • Liaise with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work.
  • Liaise with the Front Office on anticipated guest check-ins, checkouts, room assignments, and rooming list.
  • Conduct periodic inspections of all hotel areas to check cleaning standards.
  • Ensure the proper ordering of cleaning supplies and guest supplies and check that they are handled and stored correctly.
  • Make recommendations to management for modernization of equipment and refurbishment programs.
  • Ensure all rooms are checked prior to the arrival of the guest for 100% readiness.
  • Ensure all safety rules, emergency procedures, and fire prevention regulations are strictly enforced by employees.
  • Ensure proper arrangement and maintenance of flowers and plants in guest rooms and public areas.
  • Conduct regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans, and guest comments.
  • Control reports from Night-Audit (guest's credit limits, deductions, refunds, complimentary rooms).
  • Ensure a high-quality daily basis work (City Ledger, Check-in, Check-out, and other daily operations).
  • Supervise the daily billing, cashiering, and business reports.
  • Month-end reports and Management letter.
  • Take part in the annual budget preparation for the Front Desk.
  • Carry out Duty Management functions as required.

Requirements:

  • Matric
  • Diploma in Hospitality Management will be an advantage

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