Assistant Front Office Manager - Protea Hotel by Marriott Hotel OR Tambo Airport

Job Description

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Areas include Bell/Door Staff, Switchboard, Guest Services, and Front Desk. The position works with managers and employees to ensure efficient check-in/check-out processes, guest and employee satisfaction, and maximizes departmental financial performance.

Candidate Profile

Education and Experience

• Matric certificate; 2 years experience in guest services front desk or related area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality Business Administration, or related major; no work experience required.

Core Work Activities

Supporting Management of Front Desk Team

• Leads and influences team members using interpersonal and communication skills; advocates sound financial and business decisions; demonstrates honesty and integrity; leads by example.
• Builds mutual trust, respect, and cooperation among team members.
• Supervises daily operations and understands employee roles sufficiently to perform duties in their absence.
• Ensures employee recognition across shifts and maintains open, collaborative relationships.

Monitoring and Supporting Guest Service Goals

• Ensures daily operations meet quality standards and customer expectations.
• Develops goals and plans to prioritize and organize work.
• Handles complaints, disputes, grievances, and conflicts; works to improve service performance.
• Collaborates with the Front Office Manager to enhance departmental service.
• Communicates departmental goals clearly and consistently.
• Participates in developing corrective action plans based on guest feedback.
• Focuses on guest satisfaction in all departmental activities.

Providing Exceptional Customer Service

• Delivers above-and-beyond service to ensure customer satisfaction and retention.
• Communicates effectively to understand guest needs, providing guidance and coaching to staff.
• Serves as a role model, demonstrating appropriate behaviors and outstanding hospitality skills.
• Empowers employees to deliver excellent service.
• Interacts regularly with guests for feedback and handles complaints effectively.

Managing Projects and Policies

• Implements customer recognition and service programs.
• Ensures compliance with all policies, standards, and procedures.
• Monitors adherence to credit policies to reduce bad debts.

Additional Responsibilities

• Provides information to staff via various communication channels.
• Analyzes information to evaluate results and solve problems.
• Informs relevant parties of important updates.
• Acts in place of the Front Office Manager during their absence.
• Communicates critical information from meetings to staff.

Management Competencies

Leadership

• Maintains performance under pressure and during change.
• Conveys ideas convincingly through various methods.
• Identifies issues and develops solutions effectively.
• Exhibits confidence and professionalism.

Managing

• Participates actively in team efforts.
• Sets high performance standards and takes responsibility for objectives.
• Prioritizes and organizes work to meet goals.

Building Relationships

• Builds trust and confidence with coworkers and customers.
• Develops relationships based on understanding customer needs and standards.
• Supports diversity and cultural perspectives to foster innovation and engagement.

Generating Talent and Organizational Capability

• Evaluates and improves work structures and processes.
• Supports employee development and skill building.

Learning and Applying Professional Expertise

• Seeks learning opportunities to improve performance.
• Uses business and technical knowledge effectively.

Computer Skills include proficiency in relevant software, troubleshooting, and adapting to new technologies.

Additional skills include problem resolution, mathematical reasoning, and effective communication.

Marriott International is an equal opportunity employer committed to diversity and inclusion.

Required Experience: Hospitality Management, Hotel Operations, Revenue Management, Leadership, Budgeting, etc.