SCOPE:

The successful candidate will have a careful eye for detail and a great level of guest service and care, be well organized and enthusiastic to lead a Team.
The job incumbent will be responsible for the efficient running of the Front Office, the maintenance of all related Systems, management of staff and to operate within the confines of the Policy & Procedures Manual as set out by the Hotel

REQUIREMENTS:

• An appropriate tertiary qualification preferably from a recognized Hotel School
• At least 3 years’ experience in a Front Office Management position in a 4* or 5* Hotel
• Proven track record of implementing controls as well as Policies & Procedures
• Minimum 2 years working experience of Infor/Opera Front Office System
• Strong interpersonal and communication skills (written as well as verbal)
• Ability to maintain excellent physical standards and service levels
• Customer service focus with ability to build productive relationships with guests
• Good knowledge of revenue controls and Night Audit procedures
• Excellent problem solving and decision-making skills
• Unquestionable integrity
• Good business acumen with competent financial understanding
• Good IR knowledge
• Conflict handling skills
• Strong computer literacy in Microsoft Office

QUALIFICATIONS:

• Minimum Std. 10 (Grade 12)
• Hotel School Diploma/Degree or National Qualification equivalent

• Assumes responsibility for all Front Office areas including Concierge, Guest Relations and Reception
• Close liaison with all Departments to ensure optimum communication is maintained
• Continually reviewing the operation to ensure efficient control of costs and minimizing risks to ensure

maximization of productivity

• Maximize Departmental profit percentage through enhanced revenues (occupancies) and cost

control measures

• Monitoring the performance areas of subordinates
• Develop, maintain and enhance operating criteria and standards
• Constantly monitoring and promoting exceptional operating service standards
• Ensuring ongoing training is in place to enhance standards and development of staff
• Actively promoting the development of employee competence in all Front Office areas by monitoring

and maximizing staff productivity

• Install and maintain the departmental handover procedures
• Ensure strict control over all Front Office department procedures involving cash, billing, room

allocation, and record keeping

• Review the departmental performance against the objectives set
• Take charge of all aspects of selection, training and performance management of subordinates
• Schedule employee rosters to ensure the correct level of coverage