Front Office Manager - Cape Town at Fairmont Hotels & Resorts

Key Responsibilities and Duties:

• Ensuring department procedures and systems are maintained and effectively operated.
• Continuously evaluates department Standard Operating Procedures.
• Audit and development of guest information data on Opera.
• Drive Leading Hotels of the World and ALL Loyalty standards.
• Creating an environment that supports innovation and look for opportunities to improve operations.
• Pro-actively try out new ideas and technologies that would streamline. productivity and enhance overall guest experience in line with the budget and capex submission.
• Ensure productive and efficient communication between departments.
• To ensure effective running of PMS and all related interfaces.
• Building and improving on relationships with agents.
• Models the Organizational Values and Fairmont Standards.
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss.
• Encouraging the use of the “Generosity Pot” across departments.
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
• Has responsibility for ad hoc project teams.
• Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the high standard of service, appearance and social skills set according to the company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when required.
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
• Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire-, security-, and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed by the Director of Rooms Division.

Financial Attributes:

• Maximising revenue for the Front Office Department, including the promotion of all other hotel outlets.
• To prepare, submit and analyse the annual Front Office Budget for Revenue and Expenses.
• Ensure a controlled O-status and debtors’ status within the department.
• Controls and provides feedback on revenue and operational expenses monthly.
• Ensure regular and consistent pit checks so that all revenue is correctly accounted for and posted.
• Ensure that all vouchers and gift cards are correctly recorded and accounted for.
• Encourage all employees to upsell the products and services and to achieve agreed sales objectives.
• To ensure accurate and timeous submission of all reports and relevant administrative work.
• Develop, implement and maintain new incentives to motivate all front office colleagues so as to maximize hotel revenue.
• Ensures effective utilization & productivity of all colleagues through staff planning, hiring, scheduling & adhering to budget.
• Driving the guest recovery program with a minimum of cost to the hotel while ensuring the appropriate level of guest satisfaction is maintained.
• Works with departments to reduce the cost of operation however to maintain the quality of overall guest experience.
• Encourages upselling of all rooms, hotel facilities and outlets
• Encourages concierge to promote the upselling of the hotel chauffeur vehicle

Qualifications

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality; management and/or similar qualification will be highly advantageous
• At least 3 years Management experience; preferably gained in a 5 star environment
• Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
• Fluent in English (written and spoken). A foreign language is advantageous

Proven abilities in:

• Guest relations
• Sales – Ability to Upsell the hotel facilities and outlets
• Time and workflow management
• Highly experienced in employee management
• Effective decision-making and judgement
• Conflict resolution
• Interpersonal communication skills
• Delivery to required standards in a fast-paced and dynamic environment