FRONT OFFICE MANAGER

Who We Are

One of the fastest growing hotel chains with locations worldwide and a leading hotel chain of business & luxury in Africa. Renowned for attention to detail and design, it offers myriad options of business hotels ranging from luxurious 5-star to economy business hotels. From weddings to corporate gatherings, our hotels have all the necessary services and an experienced team to plan them efficiently.

About the Role

The ideal candidate will act as the ‘face’ of our Hotel and ensure guests receive professional and friendly service. You will also coordinate all front desk activities, including calls, reservations and guests’ services. The Front office manager will be required to deal efficiently with complaints and have a solid customer service approach.

Responsibilities

1. Maximize room revenue and occupancy by reviewing status daily.
2. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
3. Operate all aspects of Front Office computer system, including software maintenance, report generation, and analysis, and simple configuration changes.
4. Prepare schedules for the front office staff- duty roaster and rotation
5. Participate in the selection of front office personnel and train all front office personnel on maintaining high customer service standards
6. Supervise workload during shifts and evaluate the job performance of each front office employee
7. Verify that accurate room status information is maintained and properly communicated to the other hotel departments
8. Check cashiers in and out and verifies banks and deposits at the end of each shift and enforce all cash-handling, check-cashing, and credit policies
9. Conduct regularly scheduled meetings of front office personnel and prepare performance reports related to the front office
10. Resolve guest problems quickly, efficiently, and courteously and ensure that staff is, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

Qualifications

1. Diploma/ Degree or equivalent qualification in Hospitality/ Business Management/ Front Management
2. 5 years in housekeeping experience from an international luxury hotel and international experience.
3. Proven work experience as a Front Desk Manager or Reception Manager. At least 4 years of working experience with 3 years of experience in a hotel set up
4. Hands on experience with office machines (e.g. fax machines and printers)
5. Thorough knowledge of customer service, front office management, and basic bookkeeping procedures
6. Proficiency in English (oral and written)
7. Solid knowledge of MS Office and use of Micros Opera and other hotel management software