Assistant Front Office Manager - Cape Town at Belmond Mount Nelson Hotel

Main Duties & Responsibilities

• 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 work load 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.

Requirements

• 2 – 3 years’ experience in a supervisory Front of House role in a luxury hospitality environment.
• Hospitality management diploma or similar relevant qualification.
• Progression through various positions within Front Office desirable.
• Basics of accounting and financial management.
• Proficient in MS Office and Opera.
• Excellent written and verbal communication skills.