Job Description

Job Purpose
** The Front Office Duty Manager is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOPs) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements. **
Key Performance Areas
** Key outputs ** ** Shift Supervision ** Put in place staff scheduling and duty allocations to ensure maximum coverage ** Handle shift briefings / handovers / shift reports ** Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc. ** Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet ** Report and resolve any issues experienced ** Manage the control of stock and operating equipment as per SOP for the department ** Cash-ups at the end of the shift ** Complete shift reports ** Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake) ** Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences ** ** Front Office Operations ** Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders ** Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests. ** Oversee and supervises guest arrivals and departures with the front office team ** Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information ** Maintain master key control for the shift ** Review daily front office work and activity reports generated by night audit ** Supervises the management of debtors, group and individual guest invoicing and cash operations. ** Conduct cash-up procedures, verifying all bank deposits at the end of the shift ** Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. ** Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs ** Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied. ** ** People Supervision ** Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures ** Identification of employee training needs ** Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet ** Supervise employee relations within the hotel ** Staff communication and motivation ** Performance contracting, reviews and development ** Assist in providing resources and removing obstacles to performance ** Onboarding of new staff members ** Financial Control ** Authorise spend in line with budget ** Report on any variances for the department ** Delivered Customer Experience ** Ensures that guests are treated with courtesy and respect at all times ** Interact with guests and provide professional service standards and solutions ** Handle any escalated complaints, disputes and suggestions as required ** Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice ** Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc. ** Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities; ** Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIPs to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience ** Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective ** Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property ** Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience ** Work Conditions and Special Requirements ** Ability to work shifts that meet operational requirements (including public holidays, night work and weekends) ** Physically able to stand for extended periods of time ** **
Education
** 3-Year Hotel School Diploma or National Qualification at a Diploma level. **
Experience
** Minimum of 3 years experience as an receptionist in a front office environment. ** Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage. **
Skills and Knowledge
** Collecting Information ** Team Co-operation ** People Supervision ** Appraising & developing ** Problem-Solving ** Analytical skills ** Attention to detail ** Reviewing / evaluating information and data ** Emotional resilience ** Dealing with Customers (including dealing with conflict) ** Self-driven and presentable ** Valuing Diversity & Inclusiveness **
Equity
** Preference will be given to employees from the designated groups in line with the provisions of the Employmen ** t ** Equity ** Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans. **