Front Office Manager- Protea Hotel, Sea Point

Overview

Front Office Manager- Protea Hotel, Sea Point Jobs in Cape Town, South Africa at Protea Hotels by Marriott®

Location

Protea Hotel Cape Town Sea Point, Arthur’s Road, Cape Town, South Africa, 8005.

Schedule: Full Time

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.

Candidate

Profile

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional 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

• Manages day-to-day operations, ensuring quality, standards and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts.
• Supervises staffing levels to meet guest service, operational needs and financial objectives.
• Ensures ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance and produce desired results.
• Understands impact of department’s operations on property financial goals and manages to achieve or exceed goals.

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 building mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees and all day-to-day operations, understanding employee positions to perform duties in their absence.
• Establishes and maintains collaboration with employees and ensures mutual open communication within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

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 coaching.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to deliver excellent customer service.
• Observes service behaviors and provides feedback to staff.
• Interacts with customers to obtain feedback on service quality and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same-day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed per SOPs and LSOPs, and supports the Peer Review Process.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaches, mentors, or otherwise helps others to improve knowledge or skills.
• Solicits employee feedback, utilizes an open‑door policy and reviews employee satisfaction results to identify and address problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in interviewing and hiring employees with appropriate skills.
• Supports a departmental orientation program for employees to receive…

Title: Front Office Manager- Protea Hotel, Sea Point

Company: Protea Hotels by Marriott®

Location: Cape Town, South Africa

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