Front Office Manager

Reporting to the Director of Rooms The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained . The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders. 

Guest Experience

• Maintaining and improving standards in all areas of operation relating to Guest Experience.
• Maintaining improving & optimising the guest experiences throughout the hotel.
• Overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.
• Dealing with High Profile guests from arrival to departure.
• Ensure that guest requests and complaints are satisfactorily resolved.
• Developing and enhance WBK guests experience as well as High Profile and High Maintenance recognition and satisfaction.
• Ensuring all needs are met and exceeded during all guests stay.
• Relationship-building with guests and agents.
• Maintaining a strong presence amongst guests.
• Actively seek innovative ways to enhance the overall product to maximize guest experience.

Learning and Development within the department.

• Providing necessary direction and support to the Assistant Front Office Manager.
• To ensure effective liaison between Front office staff and other departments.
• To be available for all staff related queries and guest complaints.
• Completing performance reviews and offering continues support to enhance skill development.
• Identifying training needs and ensuring that training is scheduled accordingly. to improve guest overall experience and staff general knowledge of the product and service provided.
• To draw up induction programmes and to ensure an effective Godparent system for all new staff members are in place.
• To facilitate the Cross Training Program which allows participants to receive adequate training to further their knowledge.
• Responsible for all Front Office recruitment and ensuring adequate staff compliment according to hotel occupancy.
• To mentor coach counsel and discipline staff as required according to the code of conduct provided by Cape Grace.
• Empowering Supervisors / first line managers to drive leadership with in the department and keeping them accountable to take action when team members are not performing up to standards.
• Cultivating a positive atmosphere to ensure effective communication involvement and learning ability. Allowing all staff to participate in sharing best practices.
• Coaching the team to handle conflict in an effective mannerism that would uplift the team and enhance overall guest experience.

Key Responsibilities and Duties:

• Ensuring department procedures and systems are maintained and effectively operated.
• Continuously evaluates department Standard Operating Procedures.
• Audit and development of guest information data on Opera.
• Drive Leading Hotels of the World and ALL Loyalty standards.
• Creating an environment that supports innovation and look for opportunities to improve operations.
• Pro-actively try out new ideas and technologies that would streamline. productivity and enhance overall guest experience in line with the budget and capex submission.
• Ensure productive and efficient communication between departments.
• To ensure effective running of PMS and all related interfaces.
• Building and improving on relationships with agents.
• Models the Organizational Values and Fairmont Standards.
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss.
• Encouraging the use of the Generosity Pot across departments.
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
• Has responsibility for ad hoc project teams.
• Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the high standard of service appearance and social skills set according to the company policy.
• Works in harmony with all departments and employees is willing to assist others if and when required.
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
• Is familiar with all policies and procedures house rules LHW standards All Loyalty Program fire- security- and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed by the Director of Rooms Division.

Financial Attributes:

• Maximising revenue for the Front Office Department including the promotion of all other hotel outlets.
• To prepare submit and analyse the annual Front Office Budget for Revenue and Expenses.
• Ensure a controlled O-status and debtors status within the department.
• Controls and provides feedback on revenue and operational expenses monthly.
• Ensure regular and consistent pit checks so that all revenue is correctly accounted for and posted.
• Ensure that all vouchers and gift cards are correctly recorded and accounted for.
• Encourage all employees to upsell the products and services and to achieve agreed sales objectives.
• To ensure accurate and timeous submission of all reports and relevant administrative work.
• Develop implement and maintain new incentives to motivate all front office colleagues so as to maximize hotel revenue.
• Ensures effective utilization & productivity of all colleagues through staff planning hiring scheduling & adhering to budget.
• Driving the guest recovery program with a minimum of cost to the hotel while ensuring the appropriate level of guest satisfaction is maintained.
• Works with departments to reduce the cost of operation however to maintain the quality of overall guest experience.
• Encourages upselling of all rooms hotel facilities and outlets
• Encourages concierge to promote the upselling of the hotel chauffeur vehicle

Qualifications :

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality; management and/or similar qualification will be highly advantageous
• At least 3 years Management experience; preferably gained in a 5 star environment
• Computer literate on the MS Office Suite (Word Excel and PowerPoint) as well as Opera Cloud
• Fluent in English (written and spoken). A foreign language is advantageous
• Proven abilities in:
  • Guest relations
  • Sales Ability to Upsell the hotel facilities and outlets
  • Time and workflow management
  • Highly experienced in employee management
  • Effective decision-making and judgement
  • Conflict resolution
  • Interpersonal communication skills
  • Delivery to required standards in a fast-paced and dynamic environment

Additional Information :

Our commitment to Diversity & Inclusion:

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

Remote Work :

No

Employment Type :

Full-time