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Job Summary
Duties:Ensure smooth, efficient, and guest-focused Front Office operations at all times.
Achieve budgeted room revenue and upsell targets for the Front Office in collaboration with Revenue and Sales. Ability to manage several budgets,
Maintain and improve guest satisfaction scores and online reputation related to Front Office service delivery.
Ensure full compliance with hotel policies, SOPs, brand standards, and applicable legislation (including health and safety, POPIA, and fire regulations) within the Front Office.
Lead, coach, and develop the Front Office team to achieve performance standards and career growth.
Drive effective communication and coordination between Front Office and other departments (Housekeeping, Maintenance, Food & Beverage, Security, Finance.
Operations Management
Guest Experience and Service Recovery
People Management
Financial Management and Reporting, Systems, Controls and Compliance, Communication and Coordination
Requirements:
Matric / Grade 12
Diploma in Hospitality Management is an asset or other related field.
Minimum 2 to 3 years work experience as Front Office Manager or Assistant Front Office Manager in a hotel environment.
Previous experience in managing teams and supervising shifts is essential
Computer knowledge and experience in MS office programs
Highly organised, results-oriented with the ability to be flexible and work well under pressure.
Professional and confident communication style.
Integrity, reliability and strong sense of accountability.
Positive attitude and ability to motivate and inspire others.
Additional training in customer service, leadership or revenue management is an advantage.
High level of customer service and maintain a high profile in the day-to-day front office operations.
Strong leadership, coaching and delegation skills.
Conflict resolution and complaint handling skills.
Proficiency in PMS and MS Office programs.
Ability to analyse and interpret financial and operational reports.
Well-developed communication and customer relations skills.
Thorough understanding of Front Office operations, systems and procedures.
Knowledge of hotel products, services, facilities and local area attractions.
Craven Cottage CC
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