Assistant Manager, Front Office at Standard Bank Group

Job description

Job Details

Group Real Estate: identifying new premises, locations and buildings, leasing real estate, buying and selling property, construction and maintenance.

Job Purpose

To ensure all day-to-day running aspects of the entire front office area meets and aligns to the overall strategic intent of the hospitality discipline at the Global Leadership Centre.

Key Responsibilities/Accountabilities

OPERATIONAL

• Takes complete responsibility for the smooth and effective running of a shift, by:
• Supervises the checking in and out of guests.
• To be readily available at all times to deal with problems or complaints.
• Ensures that all special requirements are adhered to.
• All reservations are correct and that changes are done in writing.
• Provides general information.
• Make necessary transport arrangements and ensure that driver is properly co-ordinated and informed. This will also include flight confirmation
• Make photocopies, sends faxes, receive messages on behalf of guests and arranges for the delivery of these messages to the lecture rooms.
• Provides continuous on the job training to ensure that reception staff maintains the highest standards of service and code of conduct at all times.
• Ensure that all staff are polite, well dressed, and arrive to work on time and fully prepared.
• Ensures that all procedures are adhered to.
• Ensure that all checks are being done correctly and continuously, e.g. pit checks, Departures after departure times and discrepant room statuses, etc.
• Posts all incidental costs incurred by guests into the system.
• Checks all adjustments to ensure that the correct documentation is attached.
• Provides the kitchen with updated guest information.
• Notifies housekeeping and maintenance in the event of room discrepancies, breakages and equipment not working.
• Arranges with Security to have venues available after hours.
• Assists the Manager, Front Office to carry out performance appraisals by providing performance input regarding the conduct of reception staff.
• To ensure that the front office is kept clean and safe at all times, in line with the OHS Act.
• Ensuring the Internal Settlements accounts received by the accounts department are updated and payments settled on the Opera system.
• Receives the updated payment sheets and distributes to receptionists and supervisors the recovery of payments on the Opera system.
• Responsible for the investigating, verifying, recovery and correcting of errors received by the accounts department for incorrect or missing Direct Bill’s.
• Any and all additional charges that come through the accounts department are recovered and charged accordingly.
• Responsible for the Front Office roster for all staff and ensuring the averaging agreement is adhered to and balance at every monthly interval.
• Ensures that roster requests are looked at fairly and may accept or deny these requests depending on the requirements of the business on those specific days.
• Ensures that the relevant information for staff allowances are calculated and checked before handing over to the Front Office Manager orRooms Division Manager.
• Once approved, the times for staff are distributed and the AFOM ensures that the information is timeously put onto the ESS system.
• Is responsible for all and any enquiries on the ESS system for the Front Office department.
• Can stand in for the Night Management team should they fall ill or is unable to attend work.
• Is responsible for attending the functions meeting held by reservations and summarising and distributing the information to the front office department.
• Forecasting, summarising and distributing the number of guest’s and visitors and relevant information to the Food and Beverage department a week in advance.
• Ensuring and supervising that the front office is kept clean and safe at all times, in line with the Occupational Health & Safety Act.
• Data capturing of Rooms Division statistics, i.e., in putting information with regards to race, gender and delegates attending the specific courses, number of delegates staying at the Garden Court, overbooking.
• Updating room Occupancy statistics daily.
• Is responsible for all Reception stats and must ensure it is completed and correct by the end of the first week of the new month.
• Preventative maintenance is done on a weekly basis by ensuring rooms are placed out of order and all relevant departments are notified.
• Liaising with maintenance and housekeeping for any and all discrepancies with regards to guest rooms.
• Liaising with security should there be any security breach, i.e., money left out in a guest room, and dealt with accordingly.
• Ensures that the overall maintenance of the guest rooms is kept up to Standard Bank standards and that the maintenance department is kept updated with all details.
• Ensures that maintenance is maintained in guest rooms and public areas.
• To assist the Front Office Manager is all duties and to continue these duties in the absence of the Front Office Manager.
• Working the shift rostered by the Front Office Manager.
• To assist when the desk is short staffed and responsible for all duties at the reception desk on any shift.

HUMAN RESOURCES

• To manage direct reports on a pre determined and mutually agreed EPM’s and monitor, support and assist as much as possible to ensure these targets are achieved.
• As part of performance management to assist direct reports in establishing their personal development plans and guide and assist with the implementation of these plans.
• To ensure that staff under his/her control are fully informed in respect of relevant procedures, the Banks disciplinary code, procedures, the handling of grievances and to ensure that there is industrial relations harmony achieved as far as possible.
• Preparation of monthly rosters, taking cognisance of valley and peak periods.
• To implement disciplinary action accordingly for staff negligence.

CUSTOMER SATISFACTION

• All efforts are to be made to ensure ultimate customer satisfaction by taking cognisance of unique needs and requests and at all times to ensure the customer service value is held in highest regard.
• Liaison with all relevant departments is extremely important to ensure customer satisfaction is continually achieved through out the centre.
• Be available and visible at peak times to ensure guest satisfaction.
• Follow up on all guest complaints ensuring that they are dealt with quickly and professionally.

GENERAL

• Work overtime when required.
• Notwithstanding the above, you may be required to perform additional duties in line with your designation, as directed by your manager on a regular or ad hoc basis.
• Shift work is required for this position over weekends and Public Holidays.

Preferred Qualification and Experience

• Matric
• 3 - 5 years experience in applicable hospitality discipline

Knowledge/Technical Skills/Expertise

• Desired: Suitable Hotel Management Diploma or equivalent.
• Computer literacy: Fedelio Opera software and SAP.
• Shift worker with experience working over Public holidays and weekends.