Assistant Front Office Manager

AccorHotel; Cape Town; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Front Office Manager to lead their team in delivering exceptional service. This role involves overseeing daily operations, coaching staff, and ensuring guest satisfaction. The ideal candidate will have strong leadership skills and a passion for hospitality, with the ability to enhance guest experiences through effective communication and innovative service improvements. Join a dynamic team where your contributions will be valued, and help shape the future of guest relations in a vibrant setting.

Qualifications

• Minimum 3 years experience in Front of House or Food & Beverage roles.
• Proficiency in English (verbal, written, reading).

Responsibilities

• Ensure smooth running of the Front Office Department.
• Coach and mentor staff to achieve Fairmont Standards.
• Analyze billing instructions and ensure accurate invoicing.

Skills

Customer Service

Leadership

Communication

Problem-Solving

Education

Grade 12 or equivalent

Hospitality Management qualification

Tools

Fidelio Opera PMS

Microsoft Office

Stock Control Systems

Job description

Purpose of the role :

• To ensure the smooth running of the Front Office Department, providing exceptional service to guests and staff.
• To oversee subdepartments within Front Office.
• To coach and mentor staff to achieve Fairmont Standards.
• To support line staff and management.
• To identify growth potential among staff and provide ongoing training and guidance.

Main Responsibilities :

Financial : Satisfied Shareholders :

1. Analyze billing instructions and ensure all agent invoices are correct before forwarding to the accounts department.
2. Ensure time sheets for all staff are accurately captured and that monthly commissions are submitted promptly.
3. Roster staff according to hotel occupancy.
4. Regularly check cashier floats and ensure accurate cashing up procedures.
5. Secure all floats in the safe before shift end.
6. Understand budgets and control costs effectively.
7. Assist in preparing and managing the annual budget.
8. Maintain stock levels for office supplies and gifts, ensuring timely supplier payments.
9. Monitor PQ status and credit limits of in-house guests.
10. Ensure courier services are billed correctly, with signed invoices sent to accounts.
11. Charge transfers and tours accurately as per concierge documentation.
12. Authorize guest cash advances and ensure correct charging procedures.
13. Identify opportunities to increase department revenue through upselling and sales.
14. Monitor expenses in line with occupancy and budgets.
15. Submit salaries and related statements on time each month.
16. Coordinate commission payments within the department.
17. Ensure month-end statements and invoices are submitted timely.
18. Reconcile all clearing accounts at month-end.
19. Communicate revenue targets to staff daily.

Customer Service : Delighted Customers :

1. Model organizational values and standards.
2. Facilitate effective communication between Front Office and other departments.
3. Address guest complaints and staff issues promptly and effectively.
4. Engage with guests for upselling and ensure communication procedures are followed.
5. Act as House Manager when required.
6. Implement and encourage new ideas for service improvement.
7. Ensure timely submission of reports and administrative tasks.
8. Manage PMS, PABX, and related interfaces with IT support.
9. Oversee guest programs (Children, Honeymoon, Incentives, Welcome Back, Long Stays, Next-day Arrivals) ensuring smooth operation and special requests are fulfilled.
10. Deputize for the Front Office Manager as needed.
11. Conduct LQA assessments.
12. Identify training needs and organize team training accordingly.
13. Nominate staff for recognition programs.
14. Introduce new initiatives for staff engagement.
15. Perform monthly stock takes and roster distribution.

Processes : Effective Processes :

1. Create and update department Standard Operating Procedures.
2. Enhance guest experience through ongoing innovation.
3. Recruit and maintain appropriate staffing levels and skills.
4. Ensure guest value-added programs run efficiently with proper product knowledge.
5. Maintain health and safety standards, conducting regular assessments.
6. Update SOPs regularly to reflect product and service changes.
7. Keep the back office area clean and organized.

Learning and Growth : Motivated and Prepared Workforce :

1. Provide leadership, motivation, and support aligned with Fairmont values.
2. Ensure staff adherence to hotel policies and procedures.
3. Conduct performance reviews and development initiatives.
4. Identify training needs and schedule training programs.
5. Develop induction programs and mentorship systems.
6. Mentor, coach, and discipline staff as necessary.
7. Create fair rosters to maximize productivity.
8. Hold regular department and team meetings.
9. Promote cross-training within the department and with other departments.
10. Implement ongoing educational programs.
11. Provide regular feedback to staff on growth and development.

General knowledge and responsibilities :

1. Thorough knowledge of hotel services and facilities.
2. Basic knowledge of Cape Town attractions and surroundings.
3. Maintain high standards of service, appearance, and social skills.
4. Work harmoniously across departments and assist as needed.
5. Attend all required training workshops.
6. Familiarity with policies, procedures, house rules, and emergency protocols.
7. Perform any other duties as assigned by the Front Office management.
8. Assist with recruitment and manage IR/disciplinary processes.

Qualifications :

1. Grade 12 or equivalent.
2. Hospitality Management qualification recommended.
3. Minimum 3 years experience in Front of House or Food & Beverage roles.
4. Proficiency in English (verbal, written, reading).
5. Experience with Fidelio Opera PMS, Microsoft Office (intermediate), Stock Control Systems.
6. Excellent customer service, liaison, problem-solving, and communication skills.
7. Strong supervisory and leadership skills, with the ability to motivate and manage a team.