Assistant Front Office Manager

at  Belmond

As an Assistant Front Office Manager at Mount Nelson, A Belmond Hotel you are part of a collective that crafts memorable guest experiences through exceptional customer service and personalized assistance. In this role, you’ll lead a team that provides exceptional luxury hospitality experiences and ensure that front desk operations are running smoothly. If you’re looking to develop your skills and be part of the future of luxury, this is your moment.

• To assist in efficiently managing the Front Office department, in order to provide the highest levels of service and hospitality to all guests.
• Achieve total guest satisfaction by ensuring that the quality assurance, service and departmental standards are adhered to by the Front Office team.
• Ensure that all the standard operating procedures and policies for the department are followed.
• Maintain regular contact with guests and build strong relationships with them.
• Stay informed about local, national and international best practices/trends in accommodation management.
• Assist in all aspects of Front Office operations as required.
• Check the daily arrival list to have detailed information regarding arrivals and room requirements.
• Be aware of all VIP’s – both in house and arrivals.
• Supervise the workload of Front Office employees and allocate duties.
• Supervise the billing and cash processes to ensure compliance with company standards.
• Ensure good and effective communication and working relationships with operational departments.
• Verifies that accurate room status information is maintained and properly communicated.
• Ensure accurate handovers are provided and daily briefings held.
• Stay up-to date about room rates, current promotions, offers and packages.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Ensure all cash-handling and financial procedures are adhered to.
• Conducts regularly scheduled meetings with the Front Office team.
• Ensure implementation of all hotel policies and house rules.
• Monitor all V.I.P ‘s and guest requests.
• Review daily front office work and activity reports generated by the Night Audit team.
• Ensure that the Leading Quality Assurance standards for Front Office is adhered to. Ensure that regular refresher information and or training is provided to Front Office employees.
• Assist the Front of House Manager to create, update and implement departmental standard operating procedures