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 (SOP's) 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

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

Authorize 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 VIP's to and from activities or restaurants; providing different options and activities, including external offerings, personalizing 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 a 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 Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

POPI Act Statement

Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.

Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.