Assistant Front Office Manager

SUMMARY:
Large Hotel in Cape Town is looking for a professional and experienced Assistant Front Office Manager.
 
The candidate will be responsible to support the Front Office Manager in administering front office functions and supervising staff and the day-to-day operations inclusive of the Concierge, Switchboard and Guest Services / Front Desk team and to ensure the front office team adheres to all relevant company policies and procedures by ensuring an efficient check in and check out process in alignment with the company standards.

POSITION INFO:
Duties:
 
Assist the Front Office Manager in managing the day-to-day operations and the team ensuring the quality, standards and meeting the expectations of the guest on a daily basis.
Supervises all areas of the Front Office in the absence of the Front Office Manager.
Assist with handling of complaints, settling disputes, and resolving grievances and conflicts
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Operating Procedures (SOPs )
Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
Perform other duties as and when required
Participates in employee progressive discipline procedures.
 
Requirements:
 
Grade 12
Recognized Qualification in Hospitality Management or related field.
At least 2 to 3 years proven experience in a Front Office Supervisory or Assistant Management role in a 4 or 5-star property.
Proficiency and Strong knowledge of hotel systems (e.g., Opera, PMS, Microsoft Office Suite).
In-depth knowledge of Front Office policies and procedures
Professional, positive, confident and calm demeanour with friendly attitude
Well-groomed and professional disposition
Ability to handle high-pressure situations with professionalism.
Strong leadership and team management skills
Ability to multitask and work within a fast paced pressurized and team orientated environment
Ability to manage conflict and challenging situations with respect and confidence
Strong leadership abilities with a guest – centric approach
Exceptional communication and interpersonal abilities.
Flexibility to work varied shifts, including weekends and holidays as and when required
Strong attention to detail and efficiency pertaining to area of responsibility
Excellent telephone and email etiquette
Strong organizational and planning skills
Good financial acumen
Be well versed in the English language essential and an additional language advantageous