Front Office Manager - Cape Town at Hyatt Regency

Position Summary:

• Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.

KEY COST MANAGEMENT FOCUS POINTS

• Associate Heads Counts – Dynamic rostering impacting department payroll costs
• Department Operating Costs – All costs directly related to the department profitability
• Department Ownership – Assets & costs, profit & loss efficiencies, staff administration
• Pressure Costs – SLA contracts value, travel desk costs, In-house and outsourced retail costs and staff meals

Mandatory Requirements:

• Ensure uniform and personal appearances are clean and professional.
• Efficient time management.
• Maintain a professional, positive and enthusiastic attitude.
• Treat colleagues and associates with respect and clear communication.
• Strive for business continuity and personal career growth by teaching the associates next in line for your position. – “Each One… Teach One!”
• Be the brand.

Front Office Manager Duties and Responsibilities:

• Trains, cross –trains, and retrains all front office personnel.
• Know how to do Disciplinaries processes
• Have regularly meetings with your staff.
• Responsible for all decisions made within your scope of work.
• Training and upselling with staff, weekly training schedule must be sign
• Keep record of all discussions with staff related to the work and warnings being issued by yourself.
• Report writing
• Adhering to all policies and procedures of Hyatt both local and international basis.
• Responsible for all leave planning of your staff.
• Responsible for safekeeping of guest luggage
• Responsible for having one on one discussions with your staff on their performance indicators.
• Participates in the selection of front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance if each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently and courteously.
• Updates group information.
• Maintains, monitors, and prepares group requirements.
• Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
• Upholds the hotel's commitment to hospitality.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyse rate variance, monitor credit report and maintain close observation of daily house count.
• Monitor selling status of house daily. Ie flash report, allowance etc.
• Monitor high balance guest and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of front office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
• Monitor all V.I.P’s / special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by night audit.
• Review front office log book and guest feedback forms on a daily basis.
• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Any other tasks as and when required by the management.

Qualifications

Prerequisites:

• Must be able to read, speak, write, and understand the primary language used in the workplace.
• Attention to detail and urgent approach.
• Well-developed communication and customer relations skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Knowledge of Opera / Fidelio / Other world Class Property Management System is required.

Education:

• Proficiency with computers and computer programs, including Microsoft Word, Excel and Outlook.
• 3 Year Hospitality Management or equivalent culinary university degree is an advantage but not essential.

Experience:

• Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.