Front Office Manager

Job Summary We are looking for a Front office manager to manage our reception area. You will act as the ‘face’ of our company and ensure visitors receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations and guests services. As a Front office manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach. Ultimately, you should be able to ensure our front desk provides professional and friendly service to our customers. Responsibilities and Duties Administration: Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual. Customer Service: Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times. Financial: Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. Marketing: Assists in weekly yield and revenue management meetings, as necessary. Assists in the preparation, utilisation and update of an annual Marketing Plan. Operational: Monitors rooms standards in general, working through the respective Head of Department to take corrective action where necessary. Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office. Ensures the strict control of room keys. Assists in securing external guest accommodation in overbooking situations. Ensures that public areas are clean and up to standard. Personnel: Assists in the recruitment and selection of all Front Office employees; follows hotel guidelines when recruiting and uses a competency-based approach to selecting employees. Ensures the punctuality and appearance of all Front Office employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and departments grooming standards. Other Duties: Attends and contributes to all training sessions and meetings as required. Is knowledgeable in statutory legislation in employee and industrial relations. Exercises responsible management and behaviour at all times and positively representing the hotel management team. Required Experience, Skills and Qualifications Proven work experience as a Front desk manager or Reception manager Hands on experience with office machines (e.g. fax machines and printers) Thorough knowledge of customer service, office management and basic bookkeeping procedures Proficiency in English (oral and written) Solid knowledge of MS Office, particularly Excel and Word Excellent communication and people skills Good organizational and multitasking abilities Problem-solving skills High School diploma; additional certification is a plus Job Types: Full-time, Permanent Education: • Bachelor's (Required) Experience: • Hotel Industry: 7 years (Required) Work Location: In person