Assistant Front Office Manager

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 to
• Ensures 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 vision
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relations
• Develop and maintain standards for the department, while adhering to Accor’s standards
• Provide direction and support to Guest Relations Managers, Front Office supervisory positions and Ambassadors in their daily tasks relating to their roles
• Ensure that all Front Office team have the supplies needed to perform their duties
• Communicate and liaise effectively with other leaders in the department and hotel.
• Responsible to balance operational, administrative and Ambassador needs
• Responsible 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 guidelines
• Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation
• Reviews 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.

• Matric
• Relevant experience in Hospitality Management or related field (Advantage)
• Minimum 3-5 years of experience in Front Office management within the hospitality industry
• Proven track record of leadership and team management in a fast-paced environment
• Advanced proficiency in Microsoft Office Suite and hotel management software
• Strong financial experience in budgeting and revenue management
• Exceptional customer service skills with a focus on creating memorable guest experiences
• Excellent problem-solving abilities and decisiveness in handling complex situations
• Outstanding communication and interpersonal skills
• In-depth understanding of hotel operations and guest service best practices 
• Ability to work flexible hours, including weekends and holidays
• Strong attention to detail and excellent organizational skills