Front Office Manager

Job description / Role

Company Description

We are looking for a Front Office Manager to join the pre-opening of SLS The Red Sea.

Ennismore, with its luxury brand SLS Hotels, is currently opening a magnificent project in the oasis that is The Red Sea. SLS The Red Sea is planned to open in 2025.

Introducing the newest gem of dazzling luxury to reach The Red Sea project: the resort offers 150 luxurious keys, complemented by an impressive array of 7 distinct food and beverage outlets and a rejuvenating spa sanctuary. Catering to both adults seeking a getaway and families craving connection and some adventure, this hotel brings a wonderland of extraordinary experiences to The Red Sea, providing an array of amenities and activities tailored for travelers of all ages.

This project is not for the faint at heart. At Ennismore, we are ambitious, and this project is a perfect example of that. If you are looking to make your mark as we expand further into the Kingdom of Saudi Arabia, build an exciting hotel with lots to offer, and curate the team with some of the best and brightest in the lifestyle and luxury hospitality space, this might just be the right fit for you.

Job Description

We are seeking a dynamic and experienced Front Office Manager to join our team in Cape Town, South Africa. In this pivotal role, you will be responsible for overseeing the daily operations of our Front Office Department, ensuring exceptional guest experiences, and leading a team of dedicated professionals.

Specific Duties, Responsibilities & Key Performance Areas

Customer Relations:

• Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty.
• Anticipate guests' needs and take action to ensure a unique guest experience.
• Handle guest complaints, if they have not been dealt with by team members, and provide a rapid solution.
• Present a professional, friendly, and efficient impression of the hotel always.
• Ensure that all tasks relating to guest comfort, satisfaction, and overall impression of the hotel are treated with utmost priority.
• Maintain a good working relationship with your colleagues, creating a team that works well together and with other departments.
• Ensure that your team is developed to provide a hospitable service to the standard laid down by the Standards Training Manual.
• Develop your team to anticipate guest needs, act upon and follow up guest requests, and deliver a level of service and responsiveness that generates compliments.
• Maintain vigilance regarding possible fraud, theft, and potential security risks.
• Have a full understanding of all systems and programs.
• Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
• Have sound knowledge of the local area regarding history, places of interest, and special events.
• This is a multi-skilled role incorporating both Front Office, Reservations, Revenue, and Housekeeping duties in line with the business demands.
• Ability to multi-task while under pressure and have a proactive personality in this busy hands-on role.
• Ensure the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets.
• Convey the hotel's image and atmosphere through exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field.
• Manage and motivate all teams to improve sales and the quality of services.
• Support with initiative and commitment the overall objectives of the business in terms of revenues, costs, and teamwork.
• Be a good example of the company dress code and appearance standards, ensuring that your teams fully comply with these.

Team Management and Cross-Departmental Responsibilities:

• Ensure that your team is fully conversant with the facilities, services, and special promotions offered by the hotel and pass this information onto the guest whenever the possibility arises to maximize hotel sales.
• Display a proactive and innovative approach to skills development and standards enhancement with your team.
• Coordinate constructively with both the finance and night teams so that policy, procedure, and requirements are all adhered to.
• Establish and maintain strict security procedures within your department, reporting any potential risks to the General Manager or Hotel Manager.
• Display a proactive and consistent approach to stock control, cost control, and cash control.
• Actively develop positive and effective communication between the reception team and the housekeeping team.
• Continuously analyze actual standards observed against department standards.
• Be proactive in getting things done and exceeding expectations of both guests and colleagues where possible.
• Build a consensus and negotiate mutually beneficial solutions to problems.
• Undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of the General Manager or Hotel Manager.
• Design and implement new procedures when necessary.
• Ensure through effective supervision that all services offered in the housekeeping department are always available and carried out with utmost efficiency and courtesy.
• Liaise with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work.
• Liaise with the Front Office on anticipated guest check-ins, checkouts, room assignments, and rooming list.
• Conduct periodic inspections of all hotel areas to check the cleaning standards.
• Ensure the proper ordering of cleaning supplies and guest supplies and check that they are handled and stored correctly.
• Make recommendations to management for modernization of equipment and refurbishment programs.
• Ensure that all rooms are checked prior to the arrival of the guest for 100% readiness.
• Ensure that all safety rules, emergency procedures, and fire prevention regulations are strictly enforced by the employees.
• Ensure proper arrangement and maintenance of flowers and plants in the guest rooms and public areas.
• Conduct regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans, and guest comments.
• Control reports from Night Audit.
• Ensure high quality in daily operations.
• Supervise the daily billing, cashiering, and business reports.
• Participate in the annual budget preparation for the Front Desk.
• Carry out Duty Management functions as required.

Professional Techniques / Production:

• Ensure that the hotel's pricing policy is correctly applied.
• Liaise with Reservations to ensure correct procedures are followed when making a reservation.
• Ensure that rates are loaded and charged correctly for bookings on the system and on external platforms.
• Liaise with the Revenue Manager or General Manager as to any rate changes required.
• Ensure that daily ADR is correct and corresponds with budget and set rate structure.
• Keep the database up to date.
• Ensure that guest documentation and information is available and up to date.
• Ensure that information in the directory and e-directory is clear and up to date.
• Draw up the rules and processes governing overbooking and the removal of guests from rooms.
• Ensure that internal audit procedures are duly applied.

Talent and Culture Responsibilities:

• Assist the Management Team in establishing ongoing on-job training programs within the department to meet brand and service standards.
• Induct new staff into the team, department, and hotel in the first week of their employment following guidelines.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
• Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of the department to achieve financial and service quality targets.
• Create a team that works together with trust and takes responsibility to meet the goals of the department and hotel.
• Implement training initiatives with particular emphasis on coordinated and structured on-job training aligned with service standards and procedures.
• Develop and implement strategies to minimize staff turnover.
• Appraise staff performance utilizing the performance review system; ensure frontline performance reviews are conducted for probationary and annual reviews.
• Ensure staff presentation is consistent with hotel staff handbook.
• Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings, and encouraging transparent communication with other departments within the hotel.
• Recruit staff that are technically skilled or have potential to be through training.
• Ensure the employee Department Induction program is completed within 4 weeks.
• Manage multi-skills training.
• Develop team spirit and motivation by creating a good working atmosphere.
• Organize the welcome and integration of new employees.
• Prepare or check the work schedules, ensuring that they are consistent with activity forecasts of the hotel operation.
• Implement the values and customer vision to offer the best service to our customers.

Commercial / Sales:

• Set up the hotel's pricing policy in conjunction with the Revenue Manager or General Manager.
• Train the team to use and apply sales pitches.
• Set the daily occupancy and average room rate targets for the team.
• Ensure the brand and/or group's loyalty program is promoted to guests.
• Ensure the team applies the inter-hotel coordination policy to encourage synergy within the marketplace.
• Regularly check the quality of the service provision available by means of customer comments.
• Give daily recommendations according to groups, arrivals, departures, and special issues.
• Organize for VIP welcome when necessary.
• Actively develop your team's awareness of revenue capture and resolving posting errors and guest queries relating to charges.
• Encourage staff to maximize revenue by upselling and following yield recommendations.
• Ensure that staff has good knowledge of rates, segments, and hotel promotions.

Management and Administration:

• Ensure that invoicing and cash operations procedures are respected.
• Update dashboard charts.
• Draw up the annual budget for the department, analyze results, and implement any corrective actions required.
• Manage the department's headcount for optimum efficiency.
• Be responsible for the efficient running of the department.

Qualifications

• Relevant experience in Hospitality Management or related field.
• Minimum 3-5 years of experience in Front Office management within the hospitality industry.
• Proven track record of leadership and team management in a fast-paced environment.
• Advanced proficiency in Microsoft Office Suite and hotel management software.
• Strong financial experience in budgeting and revenue management.
• Exceptional customer service skills with a focus on creating memorable guest experiences.
• Excellent problem-solving abilities and decisiveness in handling complex situations.
• Outstanding communication and interpersonal skills.
• In-depth understanding of hotel operations and guest service best practices.
• Ability to work flexible hours, including weekends and holidays.
• Strong attention to detail and excellent organizational skills.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.