Front Office / Receptionist

Stonebridge Hr Solutions; South Africa; Sur place; ZAR 360 000 - 520 000; Plein temps

Résumé du poste

Autograph Collection at Melrose Arch in Johannesburg is seeking an Assistant Front Office Manager to support the Front Office Manager with daily operations, guest services, and staff supervision. You will help ensure a smooth check-in and check-out process while maintaining Marriott standards.

The role emphasizes delivering exceptional guest experiences, leading the front desk team, and coordinating with Bell/Door, switchboard, and guest services to achieve departmental goals.

Qualifications

• High school diploma or GED; two years experience in guest services, front desk, or related area.
• Alternative: 2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsabilités

• Assists the Front Office Manager in administering front office functions and supervising staff daily.
• Oversees check-in/check-out procedures and guest services to ensure satisfaction.
• Supports management of the front desk team and maintains professional first impressions.
• Collaborates with Bell/Door, Switchboard, and Guest Services to meet goals.
• Handles guest issues, feedback, and continuous service improvements.

Formation

High school diploma or GED

2-year degree in Hospitality or related field

Description du poste

Assistant Front Office Manager - African Pride Melrose Arch, Autograph Collection

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** 1 Melrose Square, Melrose Arch, Johannesburg Gaute 2196, South Africa
VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**CORE WORK ACTIVITIES**
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
**Additional Responsibilities**
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre- and post-convention meetings to the Front Office staff.
- Participates in department meetings.
**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today's traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative - in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

• Managing front office operations (approx. 30% of the role) welcoming visitors, handling calls, and ensuring a professional first impression at all times
• Coordinating meeting rooms, boardroom bookings, and office logistics
• Providing dedicated administrative support to the Research team, including data capturing, data management, and general research coordination
• Compiling, formatting, and writing reports and presentations to support research outputs
• Conducting information searches and gathering supporting research material
• Drafting correspondence, taking minutes, and managing documentation
• Managing and maintaining documents and workflows via SharePoint or similar platforms
• Supporting day-to-day office administration as required

What You'll