Front Office Manager

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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.

Learning and Development within the department.

• 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.

Key Responsibilities and Duties:

• 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.

Financial Attributes:

• 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:

• 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.