New
3 weeks ago

Job Summary

The Front Office Manager is responsible for the management and organization of all areas of the Front Office, including the Reservations, Front Desk, Bell Stand, Concierge, Transportation Department, and Concierge/Executive Lounge.

  • Minimum Qualification:Diploma
  • Experience Level:Senior level
  • Experience Length:5 years

Job Description/Requirements

Reports To: Operation / General Manager
Work Location: Zanzibar
Terms: Full Time

About the Company
Our client is a conglomerate that has ventured into numerous businesses and industries. Their presence spans over 5 countries in the African Continent.

Role Summary;
The Front Office Manager is responsible for the management and organization of all areas of the Front Office, including the Reservations, Front Desk, Bell Stand, Concierge, Transportation Department, and Concierge/Executive Lounge. The objective being to ccontinually strive to improve guest and associate engagement while maximizing financial performance and development of associates.

Responsibilities
•    Responsible for entire front office operations such front desk, reservations, guest relation activities and interdepartmental coordination related with guest arrival/ departure / stay and allied services
•    Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
•    Ensures Front Office staff perform all brand-required standards and can pass a brand standards audit.
•    Encourages and builds mutual trust, respect, and cooperation among team members.
•    Serves as a role model to demonstrate appropriate behaviour.
•    Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
•    Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
•    Ensures recognition of employees is taking place across areas of responsibility.
•    Communicates performance expectations in accordance with job descriptions for each position and monitor progress.
•    Celebrates successes and publicly recognizes the contributions of team members.
•    Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
•    Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis.
•    Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
•    Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
•    Performs functions of Guest Relation Manager and Manager on Duty  as scheduled by Management.
•    Provides training, including safety training, to front office staff as directed by Management
•    Assists in scheduling front desk personnel within budget guidelines to assure adequate staffing
•    Maintains accurate records including cash flow sheet, direct bill accounts, credit card payments, registration cards, and reservation cards
•    Corresponds with group and travel agents to answer special requests for rooms and rates
•    Assists with sales and marketing efforts as directed
•    Assigns duties to Guest Relation Personnel and observes performance to ensure adherence to standards, hotel policies, and established operating procedures
•    Answers inquiries pertaining to hotel policies and services.
•    Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with hotel core values.
•    Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
•    Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.
•    Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
•    Review correspondence from guests and incident logs and direct staff according to information obtained.
•    Should be a passionate trainer to develop the team to the next level
•    Must have the ability to work in the Front Desk analyse, supervise , train and strategies through trends supply and demand dynamics
•    Must be familiar with OTA and Revenue Management, working with charters, contracted tour operators and their pre-requisites
•    Must be without bias, prejudice with an attitude of offering an equal opportunity to develop and train the Team members with a succession plan in the department 

Candidate Requirements

•    Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
•    Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees.
•    Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
•    Ability to analyse information and make effective judgments
•    Ability to access and accurately input information using a moderately complex computer system.
•    Must have Bachelor degree in Hotel Management from recognized institution.
•    Should be familiar with Micros / Opera Cloud

How to apply
If interested, send your updated CV and cover letter via "Apply Now Button".

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