Assistant Front Office Manager (Re-advertise) - N/A10041
Code/Reference:
N/A10041
Applications accepted until:
2019-12-06
Number of Openings
1

Unit:

Time Square

Location:

Pretoria

Job Purpose

The Assistant Front Office Manager is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP€™s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.

Education

3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level

Experience:

  • Minimum of 3 years€™ experience as an receptionist in a front office environment
  • Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage

Skills and Knowledge

  • Computer Literacy-MS Office, OPERA, IDEAS & OTA
  • Ability to communicate at all levels
  • Drivers license is an advantage
  • Strong administration skills
  • Excellent organization, communication and leadership
  • Time management, be able to work under pressure and shifts
  • Experience in training staff and On-Job-Training
  • Proven track record of implementing controls, policies and procedures
  • Good knowledge of Revenue Control and Night Audit functions

Key Performance Areas:

Shift Supervision

  • Put in place staff scheduling and duty allocations to ensure maximum coverage
  • Handle shift briefings / handovers / shift reports
  • Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
  • Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
  • Report and resolve any issues experienced
  • Manage the control of stock and operating equipment as per SOP for the department
  • Cash-ups at the end of the shift
  • Complete shift reports
  • Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
  • Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

Front Office Operations

  • Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
  • Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
  • Oversee and supervises guest arrivals and departures with the front office team
  • Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
  • Maintain master key control for the shift
  • Review daily front office work and activity reports generated by night audit
  • Supervises the management of debtors, group and individual guest invoicing and cash operations.
  • Conduct cash-up procedures, verifying all bank deposits at the end of the shift
  • Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
  • Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs
  • Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied.

People Supervision

  • Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
  • Identification of employee training needs
  • Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
  • Supervise employee relations within the department
  • Staff communication and motivation
  • Performance contracting, reviews and development
  • Assist in providing resources and removing obstacles to performance
  • On boarding of new staff members

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.