Front Office Manager

**Job Number** 24085112

**Job Category** Rooms & Guest Services Operations

**Location** Protea Hotel Johannesburg Balalaika Sandton, Maude Street, Sandton, South Africa, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management
**Additional Information**:This hotel is owned and operated by an independent franchisee, Oklahotel (Pty) Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

**JOB SUMMARY**
- Management of Reception STAFF through regular feedback, performance appraisals, identifying training needs and ensuring fair and equitable discipline is maintained.
- Maintaining the required service standard and procedures for the Front Office Department.
- Operate the hotels Property Management Systems: Opera.
- Handling and resolving GUEST queries and complaints.
- Ensuring that the O status for the department are clean at all times.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understands the impact of Front Office operations on the Rooms area and overall property financial goals
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Ensures compliance with all Front Office policies, standards and procedures.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Observes service behaviors of employees and provides feedback to individuals and/or managers
- Reviews Guest voice comments, guest satisfaction results and other data to identify areas of improvement.
- Administers the performance appraisal process for direct report managers
- Ensures employees are treated fairly and equitably.
- Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

**JOB REQUIREMENTS**
- Matric (grade 12)
- National Diploma in Hospitality Management or similar qualifications would be advantageous.
- 2 - 3 years’ experience in a managerial position within a hotel
- Must be GUEST and service driven.
- Ability to work accurately and independently.
- Excellent planning and organisational skills.
- Time Management.
- Ability to meet strict deadlines.
- Must be able to work shifts.
- Excellent leadership abilities.
- Computer literacy is essential (Micros, Opera, GXP, Guest voice Word and Excel)
- Excellent communication skills, both verbal and written.
- Well groomed, presentable, and professional manner.
- Good knowledge of all areas of the department, Concierge, Night Audit and Reception Desk and their functions.
- This company is an equal opportunity employer._

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Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today In joining Protea Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing globalteam, and **become** the best version of you.