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Cape Town City Centre: Assistant Front Office Manager

Cape Town City Centre: Assistant Front Office Manager

Posted on 2025-04-17 00:00:00

Employer Unspecified
Category Customer service / support
Location Cape Town Region  / Cape Town City Centre

Job Summary

Supporting Management of Front Desk Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees’ absence. Ensures employee recognition is taking place on all shifts. Establishes and maintains open, collaborative relationships with employees. Balance and drop receipts according to Accounting specifications. Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change. Count bank at end of shift and secure bank. Process all payment types such as room charges, cash, checks, debit, or credit. Obtain manual authorizations and follow all Accounting procedures when computer system is down. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Strives to improve service performance. Collaborates with the Front Office Manager on ways to continually improve departmental service. Communicates a clear and consistent message regarding the Front Office goals to produce desired results. Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Serves as a role model to demonstrate appropriate behaviors. Sets a positive example for guest relations. Displays outstanding hospitality skills. Empowers employees to provide excellent customer service. Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Provides feedback to employees based on observation of service behaviors. Handles guest problems and complaints effectively. Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies Implements the customer recognition/service program, communicating and ensuring the process. Ensures compliance with all Front Office policies, standards and procedures. Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Additional Responsibilities Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Functions in place of the Front Office Manager in his/her absence. Communicates critical information from pre- and post-convention meetings to the Front Office staff. Participates in department meetings.

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Cape Town City Centre: Assistant Front Office Manager

Cape Town City Centre: Assistant Front Office Manager

Posted on 2025-04-17 00:00:00

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Category Catering / hospitality
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Job Summary

Duties: Assist the Front Office Manager in managing the day-to-day operations and the team ensuring the quality, standards and meeting the expectations of the guest on a daily basis. Supervises all areas of the Front Office in the absence of the Front Office Manager. Assist with handling of complaints, settling disputes, and resolving grievances and conflicts Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Operating Procedures (SOPs ) Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. Perform other duties as and when required Participates in employee progressive discipline procedures. Requirements: Grade 12 Recognized Qualification in Hospitality Management or related field. At least 2 to 3 years proven experience in a Front Office Supervisory or Assistant Management role in a 4 or 5-star property. Proficiency and Strong knowledge of hotel systems (e.g., Opera, PMS, Microsoft Office Suite). In-depth knowledge of Front Office policies and procedures Professional, positive, confident and calm demeanour with friendly attitude Well-groomed and professional disposition Ability to handle high-pressure situations with professionalism. Strong leadership and team management skills Ability to multitask and work within a fast paced pressurized and team orientated environment Ability to manage conflict and challenging situations with respect and confidence Strong leadership abilities with a guest centric approach Exceptional communication and interpersonal abilities. Flexibility to work varied shifts, including weekends and holidays as and when required Strong attention to detail and efficiency pertaining to area of responsibility Excellent telephone and email etiquette Strong organizational and planning skills Good financial acumen Be well versed in the English language essential and an additional language advantageous

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