Front Office Manager

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 areasCustomer relations:Develop close professional relationships with guests throughout their stay with the aim of gaining their loyaltyAnticipates guests needs and takes action to ensure a unique guest experienceHandles guest complaints, if they have not been dealt with by team members and provides a rapid solutionPresent a professional, friendly, and efficient impression of the Hotel alwaysTo ensure that all tasks relating to guest comfort, satisfaction and overall impression of the hotel is treated with your utmost priorityTo maintain a good working relationship with your colleagues creating a team that works well together and with other departmentsTo ensure that your team is developed to provide a hospitable service to the standard lay down by the Standards Training ManualTo develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates complimentsTo maintain vigilance regarding possible fraud, theft, and potential security risksTo 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 compromisedEnsure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained with effective communication with the front office team. This is a multi-skilled role incorporating both Front Office, Reservations, Revenue and Housekeeping duties in line with the business demandsYou will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on roleEnsures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targetsConveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability, and frequent presence in the fieldManages and motivates all the Teams to improve sales and the quality of servicesTo support with initiative and commitment the overall objectives of the business in terms of, revenues, costs, and teamwork – whilst developing your personal competency levelsTo be a good example of the company dress code and appearance standards – ensuring that your teams fully comply with theseTeam management and cross-departmental responsibilities:To ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises to maximize hotel salesTo display a pro-active and innovative approach to skills development and standards enhancement with your teamCo-ordinate constructively with both the finance and night teams so that policy, procedure, and requirements are all adhered toEstablish and maintain strict security procedures within your department, reporting any potential risks to the General Manager/ Hotel ManagerDisplay a pro-active and consistent approach to stock control, cost control and cash controlActively develop positive and effective communication between the reception team and the housekeeping teamContinuously analyze actual standards observed against department standards. Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviationBeing pro-active in getting things done and exceeding expectations of both guests and colleagues where possibleTo build a consensus and negotiate mutually beneficial solutions to problemsTo 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 ManagerDesign and implementation of new procedures, when necessaryEnsures through effective supervision that all services offered in the housekeeping department are always available and are carried out with the outmost efficiency and courtesy as per the department operations manualLiaises with laundry and technical services departments to ensure the smooth flow of linen supplies and repair workLiaises with the Front Office on anticipated guest check-ins, checkouts, room assignments and rooming listConducts periodic inspections of all hotel areas to check the cleaning standardsEnsures the proper ordering of cleaning supplies and guest supplies and to check that they are handled and stored correctlyMakes recommendation to management for modernization of equipment and refurbishment programsEnsures that all rooms are checked prior to the arrival of the guest for 100% readinessEnsures that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by the employeesEnsures proper arrangement and maintenance of flowers and plants in the guest rooms and public areasConducts regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans and guest commentsControl reports from Night-Audit (guest’s credit limits, deductions, refunds, complimentary rooms)Ensure a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations)Supervises the daily billing, cashiering, and business reportsMonth end reports and Management letterTakes part in the annual budget preparation for the Front DeskTo carry out Duty Management functions as requiredProfessional techniques / Production:Ensures that the hotel's pricing policy is correctly applied (price value, start and end of price validity)Liaises with Reservations to ensure correct procedures are followed when making a reservationEnsures that rates are loaded and charged correctly for bookings on the system and on external platformsLiaises with the Revenue Manager or General Manager/ Hotel Manager as to any rate changes requiresEnsure that daily ADR is correct and corresponds with budget and set rate structureKeeps the database up to dateEnsures that guest documentation and information is available and up to dateEnsures that information in the directory and e-directory is clear and up to date                                                                                                                                                          Draws up the rules and processes governing overbooking and the removal of guests from roomsEnsures that internal audit procedures are duly appliedTalent and Culture Responsibilities:Assist the (Department) Management Team in the following:Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures trainingInduct new staff into the team, department, and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures ManualsOpenly communicate with staff ensuring regular briefings occur and all relevant information is passed onEnsure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targetsCreate a team that works together with trust and takes responsibility to meet the goals of the department / HotelImplement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service proceduresDevelop and implement with Shift Leaders, strategies to minimize staff turnoverAppraise staff performance utilizing the Accor performance review system; ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as requiredEnsure staff presentation is consistent with hotel staff handbook; uniforms correctly presented; name badges wornAchieve effective communication by briefing and debriefing staff, holding regular departmental meetings, and actively encouraging transparent communication with other departments within the HotelRecruit staff that are technically skilled or have potential to be through training and have a natural inclination towards customer focused service.Ensure the employee Department Induction program is completed within 4 weeksEstablish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures trainingInduct new staff into the team, department, and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures ManualsManage Multi Skills trainingMake sure of the information transmission in the concerned servicesDevelops team spirit and motivation by creating a good working atmosphereOrganises the welcome and integration of new employeesPrepares or checks the work schedules, ensuring that they are consistent with activity forecasts of the hotel operationImplement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’Commercial / SalesSets up the hotel's pricing policy in conjunction with the Revenue Manager or General Manager/ Hotel ManagerTrains the team to use and apply sales pitchesSets the daily occupancy and average room rate targets for the teamEnsures the brand and/or Group's loyalty Programme is promoted to guestsEnsures the team applies the inter-hotel coordination policy to encourage synergy within the marketplaceRegularly checks the quality of the service provision available by means of customer comments, feedback during service meetingsGive daily recommendations according to groups, arrivals, departures, and special issuesOrganize for VIP welcome when necessaryActively develop your team’s awareness of revenue capture and resolving posting errors and guest queries relating to charges – to protect revenuesEncourage staff to maximize revenue by up selling and following yield recommendationsEnsure that staff has good knowledge of rates, segments, and hotel promotionsManagement and administration:Ensures that invoicing and cash operations procedures are respectedUpdates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc.)Draws up the annual budget for the department, analyses results and implements any corrective actions requiredManages the department's headcount for optimum efficiencyIs responsible for the efficient running of the department