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Job Description
Reporting to the Director of Rooms, The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained . The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders.
Guest Experience
- Maintaining and improving standards in all areas of operation relating to Guest Experience.
- Maintaining, improving & optimising the guest experiences throughout the hotel.
- Overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.
- Dealing with High Profile guests from arrival to departure.
- Ensure that guest requests and complaints are satisfactorily resolved.
- Developing and enhance WBK guests experience as well as High Profile and High Maintenance recognition and satisfaction.
- Ensuring all needs are met and exceeded during all guests stay.
- Relationship-building with guests and agents.
- Maintaining a strong presence amongst guests.
- Actively seek innovative ways to enhance the overall product to maximize guest experience.
- Providing necessary direction and support to the Assistant Front Office Manager.
- To ensure effective liaison between Front office staff and other departments.
- To be available for all staff related queries and guest complaints.
- Completing performance reviews and offering continues support to enhance skill development.
- Identifying training needs and ensuring that training is scheduled accordingly. to improve guest overall experience and staff general knowledge of the product and service provided.
- To draw up induction programmes and to ensure an effective Godparent system for all new staff members are in place.
- To facilitate the Cross Training Program which allows participants to receive adequate training to further their knowledge.
- Responsible for all Front Office recruitment and ensuring adequate staff compliment according to hotel occupancy.
- To mentor, coach, counsel and discipline staff as required according to the code of conduct provided by Cape Grace.
- Empowering Supervisors / first line managers to drive leadership with in the department and keeping them accountable to take action when team members are not performing up to standards.
- Cultivating a positive atmosphere to ensure effective communication, involvement and learning ability. Allowing all staff to participate in sharing best practices.
- Coaching the team to handle conflict in an effective mannerism that would uplift the team and enhance overall guest experience.
- Ensuring department procedures and systems are maintained and effectively operated.
- Continuously evaluates department Standard Operating Procedures.
- Audit and development of guest information data on Opera.
- Drive Leading Hotels of the World and ALL Loyalty standards.
- Creating an environment that supports innovation and look for opportunities to improve operations.
- Pro-actively try out new ideas and technologies that would streamline. productivity and enhance overall guest experience in line with the budget and capex submission.
- Ensure productive and efficient communication between departments.
- To ensure effective running of PMS and all related interfaces.
- Building and improving on relationships with agents.
- Models the Organizational Values and Fairmont Standards.
- Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss.
- Encouraging the use of the Generosity Pot across departments.
- Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
- Has responsibility for ad hoc project teams.
- Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
- Has a thorough knowledge of the hotel and all services provided to the guest.
- Maintains the high standard of service, appearance and social skills set according to the company policy.
- Works in harmony with all departments and employees, is willing to assist others if and when required.
- Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
- Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire-, security-, and emergency procedures as well as all checklists pertaining to the position.
- Performs any reasonable duty as instructed by the Director of Rooms Division.
- Maximising revenue for the Front Office Department, including the promotion of all other hotel outlets.
- To prepare, submit and analyse the annual Front Office Budget for Revenue and Expenses.
- Ensure a controlled O-status and debtors status within the department.
- Controls and provides feedback on revenue and operational expenses monthly.
- Ensure regular and consistent pit checks so that all revenue is correctly accounted for and posted.
- Ensure that all vouchers and gift cards are correctly recorded and accounted for.
- Encourage all employees to upsell the products and services and to achieve agreed sales objectives.
- To ensure accurate and timeous submission of all reports and relevant administrative work.
- Develop, implement and maintain new incentives to motivate all front office colleagues so as to maximize hotel revenue.
- Ensures effective utilization & productivity of all colleagues through staff planning, hiring, scheduling & adhering to budget.
- Driving the guest recovery program with a minimum of cost to the hotel while ensuring the appropriate level of guest satisfaction is maintained.
- Works with departments to reduce the cost of operation however to maintain the quality of overall guest experience.
- Encourages upselling of all rooms, hotel facilities and outlets
- Encourages concierge to promote the upselling of the hotel chauffeur vehicle
Job Requirements and Qualifications:
- Matric/Grade 12 or equivalent is a prerequisite.
- A hospitality; management and/or similar qualification will be highly advantageous
- At least 3 years Management experience; preferably gained in a 5 star environment
- Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
- Fluent in English (written and spoken). A foreign language is advantageous
- Proven abilities in:
- Guest relations
- Sales Ability to Upsell the hotel facilities and outlets
- Time and workflow management
- Highly experienced in employee management
- Effective decision-making and judgement
- Conflict resolution
- Interpersonal communication skills
- Delivery to required standards in a fast-paced and dynamic environment
Our commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
