Front Office Manager

2 weeks ago

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

Job Summary:

The Front Office Duty Manager is responsible for ensuring an exceptional guest experience at our hotel. This includes enhancing guest experiences, implementing recovery plans for missed opportunities, and acting as a liaison between guests and agents.

Key Responsibilities:

  • Develop and maintain a thorough knowledge of hotel outlets, facilities, and services.
  • Implement corrective action for guest complaints through recovery plans.
  • Ensure timely acknowledgment and resolution of guest issues within 24 hours.
  • Maintain and improve guest experience in all areas of the hotel.
  • Build and maintain relationships with agents and welcome back guests.
  • Ensure all guests highlighted by agents are met upon arrival and throughout their stay to provide feedback and identify areas for improvement.
  • Manage the guest interchange program.
  • Identify training needs within the Front Office department and communicate with 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, and provide feedback to the Sales and Marketing Team.
  • Have 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 by Fairmont.
  • Model the Organisational Values, Code of Ethics, and Organisational Code of Conduct.
  • Complete monthly LQA audits and provide feedback to the Front Office Manager and Assistant Front Office Manager.
  • Be flexible and willing to take on extra projects and tasks.
  • Complete spot checks of guest-facing areas to ensure maintenance and cleanliness standards are upheld.
  • Perform any reasonable duty as instructed by the Guest Experience Manager.
  • Be the liaison with the Security Manager regarding lost and found items.

Financial Attributes:

  • Minimize revenue loss while ensuring appropriate guest service levels.
  • Encourage upselling of rooms, hotel facilities, and outlets.
  • Encourage the upselling of the hotel chauffeur vehicle.
  • Encourage the All-Loyalty program to meet targets.

Qualifications:

  • Grade 12 or equivalent is a prerequisite.
  • A Hospitality Management diploma/degree is advantageous.
  • At least 3 years of management experience, preferably in a 5-star environment.
  • Computer literacy on the MS Office Suite and Opera Cloud.
  • Proficiency in English (written and spoken).
  • Fluency in a foreign language is advantageous.
  • Proven abilities in guest relations, sales, time and workflow management, guest satisfaction, decision-making, conflict resolution, interpersonal communication, service delivery, and teamwork.

Additional Information:

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

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