Front Office Manager

Secondary School, Intermediate School, Diploma, Any Graduation

Nationality

Vacancy

1 Vacancy

Job Description

We are seeking a dynamic and experienced Front Office Manager to join our team in Cape Town, South Africa. In this pivotal role, you will be responsible for overseeing the daily operations of our Front Office Department, ensuring exceptional guest experiences, and leading a team of dedicated professionals.

Specific duties, responsibilities & Key performance areas

Customer relations:

• Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty.
• Anticipates guests' needs and takes action to ensure a unique guest experience.
• Handles guest complaints, if they have not been dealt with by team members, and provides a rapid solution.
• Present a professional, friendly, and efficient impression of the Hotel always.
• Ensure that all tasks relating to guest comfort, satisfaction, and overall impression of the hotel are treated with utmost priority.
• Maintain a good working relationship with your colleagues, creating a team that works well together and with other departments.
• Ensure that your team is developed to provide a hospitable service to the standard laid down by the Standards Training Manual.
• Develop your team to anticipate guest needs, act upon and follow up guest requests, and 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 (e.g., Tars, etc.).
• Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
• Have sound knowledge of the local area regarding history, places of interest, and special events.
• This is a multi-skilled role incorporating both Front Office, Reservations, Revenue, and Housekeeping duties in line with the business demands.
• You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role.
• Ensure the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets.
• Convey the hotel’s image and atmosphere through exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field.
• Manage and motivate all the Teams to improve sales and the quality of services.
• Support with initiative and commitment the overall objectives of the business in terms of revenues, costs, and teamwork whilst developing personal competency levels.
• Be a good example of the company dress code and appearance standards ensuring that your teams fully comply with these.

Team management and cross-departmental responsibilities:

• Ensure that your team are fully conversant with the facilities, services, and special promotions offered by the hotel and pass this information onto the guest whenever possible to maximize hotel sales.
• Display a pro-active and innovative approach to skills development and standards enhancement with your team.
• Coordinate constructively with both the finance and night teams to adhere to policy, procedure, and requirements.
• Establish and maintain strict security procedures within your department, reporting any potential risks to the General Manager/Hotel Manager.
• Display a pro-active and consistent approach to stock control, cost control, and cash control.
• Actively develop positive and effective communication between the reception team and the housekeeping team.
• Continuously analyze actual standards observed against department standards, demonstrating a pro-active approach to delivering company and operational standards.
• Be pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
• Build consensus and negotiate mutually beneficial solutions to problems.
• Undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of the General Manager/Hotel Manager.
• Design and implement new procedures when necessary.
• Ensure through effective supervision that all services offered in the housekeeping department are always available and carried out with utmost efficiency and courtesy as per the department operations manual.
• 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.

Qualifications

• Relevant experience in Hospitality Management or related field (Advantage).
• Minimum 3-5 years of experience in Front Office management within the hospitality industry.
• Proven track record of leadership and team management in a fast-paced environment.
• Advanced proficiency in Microsoft Office Suite and hotel management software.
• Strong financial experience in budgeting and revenue management.
• Exceptional customer service skills with a focus on creating memorable guest experiences.
• Excellent problem-solving abilities and decisiveness in handling complex situations.
• Outstanding communication and interpersonal skills.
• In-depth understanding of hotel operations and guest service best practices.
• Ability to work flexible hours, including weekends and holidays.
• Strong attention to detail and excellent organizational skills.