About this role
Scope of Position
The Assistant Front Office Manager is responsible for overseeing and supervising the operations of Front Desk, Guest Services, Concierge and Night Audit.
Responsibilities
Ensures that all Front Office Policies and Procedures are adhered toEnsures VIP procedures are being met or exceeded on a daily basis for all Guests.Coordinate the Arrival, Stay and Departure experience for all Guests.To understand and promote the hotel’s and departmental visionLead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relationsDevelop and maintain standards for the department, while adhering to Accor’s standardsProvide direction and support to Guest Relations Managers, Front Office supervisory positions and Ambassadors in their daily tasks relating to their rolesEnsure that all Front Office team have the supplies needed to perform their dutiesCommunicate and liaise effectively with other leaders in the department and hotel.Responsible to balance operational, administrative and Ambassador needsResponsible for ensuring consistency in exceeding guest service expectations.Energize the brand by promoting our Guest loyalty program.Ensure proper staffing and scheduling of all Front Office Ambassadors in accordance to productivity guidelinesCommunicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operationReviews arrival reports and VIP’s to ensure all special requirements are met or exceeded.Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office Ambassadors.
Health and Safety
Ensure a strong health and safety culture exists by directing and overseeing workplace safety programs to regulate compliance, employee awareness and an accident-free workplace guided by South African Labour Law. MatricRelevant experience in Hospitality Management or related field (Advantage)Minimum 3-5 years of experience in Front Office management within the hospitality industryProven track record of leadership and team management in a fast-paced environmentAdvanced proficiency in Microsoft Office Suite and hotel management softwareStrong financial experience in budgeting and revenue managementExceptional customer service skills with a focus on creating memorable guest experiencesExcellent problem-solving abilities and decisiveness in handling complex situationsOutstanding communication and interpersonal skillsIn-depth understanding of hotel operations and guest service best practices Ability to work flexible hours, including weekends and holidaysStrong attention to detail and excellent organizational skills