Assistant Front Office Manager

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Purpose of the role: 

• To ensure the smooth running of the Front Office Department thereby providing the delivery of exceptional service to our guests and Front Office Staff 
• To oversee sub-departments within Front Office 
• Coaching and mentoring staff to achieve Fairmont Standards 
• To offer support to line staff and management. 
• To identify growth potential amongst the staff and to provide ongoing training and guidance. 

Main Responsibilities: 

Financial: Satisfied Shareholders: 

• Analyse billing instructions and ensure that all agent invoices are correct before sending them to the accounts department. 
• Ensuring time sheets for all staff are captured correctly and that all monthly commissions are submitted timeously. 
• Ensuring that staff are rostered according to Hotel occupancy. 
• Ensuring accuracy with cashing up of cashiers and spot checking cashier floats on a regular basis. 
• Ensure that all floats are sealed away in the safe before close of your shift.  
• Sound understanding of budgets and cost control 
• To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
• To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
• Ensuring that stock levels are maintained for office use and welcome back gifting and that all paperwork relating to suppliers are submitted timeously to ensure accurate payment to suppliers. 
• Monitor the PQ-status as well as the credit limits of all in-house guests. 
• Ensuring that all courier service is up to date, charged accordingly and signed invoices are sent to accounts to process. 
• Ensuring that all transfers and tours are charged correctly in accordance with the concierge team. 
• Authorising all cash advance requests of guest and ensuring accuracy of charging procedure. 
• Driving opportunities to enhance department revenue by identifying upsell and sale opportunities. 
• Monitoring department expenses in accordance with occupancy and budgets.  
• Ensuring timeous submission of salaries on a monthly basis. 
• To co-ordinate any commission payments within the sub-department. 
• Timeous submission of all statements / invoices relating to month end department expenses.  
• Ensuring that all clearing accounts balance at month end.  
• Communicating to staff on a daily basis with regards to revenue targets. 

Customer Service: Delighted Customers: 

• Models the Organizational Values and Fairmont Memorandum 
• To ensure effective liaison between Front Office staff and other departments 
• To be available to deal effectively with all guest complaints and staff related issues  
• Ongoing interaction with guests to facilitate upselling and ensuring the communication procedure is followed. 
• To act as a House Manager when required 
• To continually implement and encourage new ideas for improvement of the product 
• To ensure accurate and timeous submission of all reports and relevant administration work 
• To ensure effective running of PMS, PABX and all related interfaces in conjunction with the IT managers 
• To ensure that the following guest programs are operated efficiently: Children / Honeymoon / Incentives & gifts / Welcome Back Guests/ Long Stay’s / Arrivals preparation for the next day. Ensuring that guest correspondence and special requests are carried out accordingly. 
• To deputize for the Front Office Manager in their absence 
• Conduct LQA assessments  
• Determine the training needs of the team and in turn train the team accordingly.   
• Nominate our team for the heartiest of the month program.  
• Element new initiatives on enrolling All members.  
• Complete month end stock take.  
• Complete and distribute the monthly rostering of the team.  

Processes: Effective Processes: 

• Creates and maintains department Standard Operating Procedures, 
• Ability to enhance guest product and experience though ongoing innovation to improve operation.  
• To recruit above Front Office staff thereby maintaining appropriate staffing levels and skills  
• Ensuring guest value add programme runs efficiently and ensuring accurate product knowledge. 
• Ensuring Health and Safety standards are maintained within the sub-department and act in accordance with regular assessments to eliminate possible risks.  
• To assist with maintaining Health and Safety standards and to promote regular assessments to eliminate possible risks within the department. 
• Ensuring a constant update in standard operating procedures as the product and service requires. 
• Ensure that the Back Office area is clean and tidy at all times  

Learning and Growth: Motivated and Prepared Workforce: 

• To give necessary direction, inspiration, motivation and support to the relevant sub-departments within Front Office, in line with Fairmont values, strategies and philosophies 
• To ensure that staff adhere to all hotel policies and procedures 
• To complete performance reviews and partnering initiatives when required 
• To identify training needs and ensure that training is scheduled accordingly 
• To draw up induction programmes and ensure an effective Godfather system 
• To mentor, coach, counsel and discipline staff, as required 
• To draw up fair rosters to ensure maximum staff productivity 
• To ensure that regular sub-dept. and monthly Front Office meetings are held  
• To facilitate cross training within the Front Office department and to co-operate with other departments on cross training 
• To ensure that a comprehensive educational programme runs throughout the year. 
• Regular feedback sessions with individual staff to monitor growth and development. 

General knowledge and responsibilities: 

• Has a thorough knowledge of the hotel and all services provided to the guest 
• Have a general knowledge of Cape Town surroundings and popular guest attraction areas.  
• 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  
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position 
• Performs any reasonable duty as instructed by Front Office  
• Assisting with recruitment for the department. 
• Management of IR/ Disciplinary enquiries  

• Grade 12 or equivalent, 
• A Hospitality Management qualification is a strong recommendation, 
• 3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
• Proficiency in English (Verbal, Written, Reading), 
• Demonstrated experience using: 
• Fidelio Opera Property Management System 
• Microsoft Office Suite to at least Intermediate level 
• Stock Control Systems 
• Superior Customer Service and Liaison skills 
• Above average problem solving skills, 
• Above average ability to communicate at all levels of the organisation 
• Well-developed supervisory skills 
• Ability to lead from the front and to manage a team. 
• Drive innovation 
• Grade 12 or equivalent, 
• A Hospitality Management qualification is a strong recommendation, 
• 3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
• Proficiency in English (Verbal, Written, Reading), 

Demonstrated experience using: 

• Fidelio Opera Property Management System 
• Microsoft Office Suite to at least Intermediate level 
• Stock Control Systems 
• Superior Customer Service and Liaison skills 
• Above average problem solving skills, 
• Above average ability to communicate at all levels of the organisation 
• Well-developed supervisory skills 
• Ability to lead from the front and to manage a team. 
• Drive innovation