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Job Summary
Duties:Ensure consistently clear, professional written and verbal communication with guests, colleagues and other departments at all times.
Manage and monitor Front Office-related budgets effectively to support cost control and revenue goals.
Maintain effective performance and service delivery in a fast-paced, high-pressure hotel environment.
Apply a high level of attention to detail to all Front Office processes, documentation and guest interactions.
Lead, coach and support Front Office team members to achieve service, quality and performance targets.
Resolve guest queries, concerns and complaints promptly and professionally to maintain guest satisfaction and loyalty.
Coordinate daily with Housekeeping, Maintenance and other operational departments to ensure room readiness and a seamless guest experience.
Promote hotel products, services and upsell opportunities to optimise revenue (rooms, packages and ancillary services).
Participate in front office briefings and inter-departmental meetings, providing feedback and operational updates.
Requirements:
Matric / Grade 12
Diploma in Hospitality Management
Minimum 2 to 3 years work experience as Front Office Supervisor or Team Leader - Front Office / Guest Relations
Computer Knowledge and experience in MS Office & Opera.
Highly organised, results-oriented with the ability to be flexible
Ability to stand for extended periods during shifts and move around the lobby and Front Office area as needed.
Ability to work with computer systems, telephones etc.
Ability to work in a hotel environment with varying levels of noise and guest activity.
High level of integrity, reliability and professionalism.
Demonstrated leadership, initiative and hands-on approach to daily operations.
Well-developed communication and customer relations skills.
Good knowledge of Front Office procedures, including reservations, check-in, check-out, cashiering and night audit principles.
Working knowledge of health, safety and security procedures applicable to the Front Office and guest areas.
Strong problem-solving and decision-making skills in guest service situations.
Ability to supervise, motivate and coordinate a front desk team across different shifts.
Craven Cottage CC
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