Front Office Duty Manager - N/A05312
Code/Reference:
N/A05312
Applications accepted until:
2017-09-14
Number of Openings
1

Unit:

Sun City Hotel

Location:

Sun City Hotel

Job Purpose

Supervises and monitors the front office operations ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved and that the customer service provided on check-in and check-out of the hotel is professionally executed.

Education

  • Matric / Grade 12 (or equivalent) with fluency in English
  • Hotel School Diploma is preferred
  • Supervisory qualification (preferred)

Experience:

  • Experience in the hospitality Industry
  • 2 years experience in a front office / guest relations environment

Skills and Knowledge

  • Ability to work shifts that meet operational requirements
  • Mobility and ability to move around as per job requirements (including with the use of aids)
  • Ability to use Intermediate computer skills in line with job requirements

Key Performance Areas:

Shift Supervision -

  • Supervises staff appearance and front desk / FOH appearance/ functioning of equipment and systems
  • Check and distribute VIP lists and allocations
  • Shift briefings / handovers / shift reports / dispute handling
  • Prepare for the day€™s arrivals and events
  • Supervises the check-in and check-out process
  • Assist with floats and cash-ups
  • Identifies, investigates and resolves guest requests / issues / complaints
  • Supervise the rooming of guests (where relevant)
  • Follows up on any fault logging with the Technical departments until resolution
  • Ensure the collateral on the desk is professionally presented
  • Conduct stock control procedures
  • Completes departmental admin / paperwork
  • Carry out activities (night audit review, setting up group billing, making forecasts, controlling and placing orders for supplies, cross departmental communication) required for smooth functioning of the Front Office.
  • Act as a Manager on Duty when required

Supervised Staff -

  • Supervises employees to ensure that staff uniform, hygiene and appearance is maintained
  • Identifies performance gaps
  • Coaching and on job training
  • Identifies and addresses misconduct issues
  • Keeps records of coaching discussions
  • Performance contracting, reviews and development
  • Complete staff rostering requirements and
  • Time and attendance records

Customer Relationship Management -

  • Ensures that all guests are greeted with a friendly smile, eye contact on arrival, friendly goodbye and treated with respect at all times
  • Interact with guests and provide professional service standards and solutions
  • Communicate promotions, event and resort information to staff
  • Identify potential service issues in relation to reception and escalates when required

Reporting -

  • Completes shift reports
  • Contributes to month-end reports

 

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.