Front Office Manager

About The Role :
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 & optimizing 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 continuous support to enhance skill development.

Identifying training needs and ensuring that training is scheduled accordingly. to improve guests overall experience and staff's general knowledge of the product and service provided.

To draw up induction programmers 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 within 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 manner that would uplift the team and enhance the 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 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 a 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 :

Maximizing revenue for the Front Office Department, including the promotion of all other hotel outlets.

To prepare, submit and analyze 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 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

Qualifications
 Job Requirements and Qualifications: 

A hospitality; management and/or similar qualification will be highly advantageous

At least 3 years of Management experience; preferably gained in a 5-star environment

Computer literate in 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 judgment

Conflict resolution

Interpersonal communication skills

Delivery to required standards in a fast-paced and dynamic environment.

Additional Information
 Our commitment to Diversity & Inclusion: 
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.