Front Office Manager

SUMMARY:
Boutique Hotel in Gardens, Cape Town is looking for a Front Office Manager.
 
Responsible for managing the Front Office department (a small team of 8) including the Night Team and Porters. Shift work is a requirement as well as weekends and public holidays
 
This position will be suitable for someone that is driven, ambitious, a team player and has a willingness to impart their knowledge on their team to help develop them.
 
An individual with a caring nature, but who can also be assertive when the moment calls for it. Someone who is fair and consistent in their approach. The individual needs to be detail orientated and be able to identify red flags before they escalate.

POSITION INFO:
Duties:

Lead and supervise our front desk team.
Train new team members
Ensure efficient and professional front desk operations.
Ensure adherence to hotel policies and procedures.
Manage schedules, workloads, and master key control.
Resolve guest concerns promptly and courteously.
Monitor room status, maximise occupancy and analyse rate variances.
Maintain communication between departments for seamless service
Ensure personalised and heartfelt service for every guest.
Conduct regular team meetings and performance evaluations.
Monitor and control departmental expenses
Enforce cash-handling, check-cashing and credit policies.
Generate and review daily front office activity reports.
Monitor and report on key performance metrics
Handle unexpected situations with professionalism and efficiency.
Identify areas for service improvement and implement changes.
Stay updated on industry trends and best practices.
Foster a culture of continuous learning and development within the team.

Requirements:

Grade 12
Hospitality diploma or degree.
Minimum of 2 years as a Front Office Manager in a luxury establishment.
Proficiency in front office systems and excellent communication skills.
Protel experience an advantage.
Strong supervisory experience and administrative skills.