Fresh Positions at Accor Hotel

Job Description

Position Overview

• Reporting to the Senior Front Office Manager, the successful candidate will be responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office departments. The Front Office Manager will be responsible to guide the department in achieving our strategic directions through continual focus and reference to these strategies and our vision.
• The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. The Front Office Manager will be responsible to maximize revenue opportunities throughout the department while managing cost across the board.
• The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders. He/She will also support the Guest Experience Manager for the maintaining and continuous improvement of the overall guest experience.

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 Grace Memorandum.
• 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

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.

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Job Description

Purpose of the role: 

• To ensure the smooth running of the Front Office Department thereby providing the delivery of exceptional service to our guests and Front Office Staff 
• To oversee sub-departments within Front Office 
• Coaching and mentoring staff to achieve Fairmont Standards 
• To offer support to line staff and management. 
• To identify growth potential amongst the staff and to provide ongoing training and guidance. 

Main Responsibilities: 

Financial: Satisfied Shareholders: 

• Analyse billing instructions and ensure that all agent invoices are correct before sending them to the accounts department. 
• Ensuring time sheets for all staff are captured correctly and that all monthly commissions are submitted timeously. 
• Ensuring that staff are rostered according to Hotel occupancy. 
• Ensuring accuracy with cashing up of cashiers and spot checking cashier floats on a regular basis. 
• Ensure that all floats are sealed away in the safe before close of your shift.  
• Sound understanding of budgets and cost control 
• To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
• To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
• Ensuring that stock levels are maintained for office use and welcome back gifting and that all paperwork relating to suppliers are submitted timeously to ensure accurate payment to suppliers. 
• Monitor the PQ-status as well as the credit limits of all in-house guests. 
• Ensuring that all courier service is up to date, charged accordingly and signed invoices are sent to accounts to process. 
• Ensuring that all transfers and tours are charged correctly in accordance with the concierge team. 
• Authorising all cash advance requests of guest and ensuring accuracy of charging procedure. 
• Driving opportunities to enhance department revenue by identifying upsell and sale opportunities. 
• Monitoring department expenses in accordance with occupancy and budgets.  
• Ensuring timeous submission of salaries on a monthly basis. 
• To co-ordinate any commission payments within the sub-department. 
• Timeous submission of all statements / invoices relating to month end department expenses.  
• Ensuring that all clearing accounts balance at month end.  
• Communicating to staff on a daily basis with regards to revenue targets. 

Customer Service: Delighted Customers: 

• Models the Organizational Values and Fairmont Memorandum 
• To ensure effective liaison between Front Office staff and other departments 
• To be available to deal effectively with all guest complaints and staff related issues  
• Ongoing interaction with guests to facilitate upselling and ensuring the communication procedure is followed. 
• To act as a House Manager when required 
• To continually implement and encourage new ideas for improvement of the product 
• To ensure accurate and timeous submission of all reports and relevant administration work 
• To ensure effective running of PMS, PABX and all related interfaces in conjunction with the IT managers 
• To ensure that the following guest programs are operated efficiently: Children / Honeymoon / Incentives & gifts / Welcome Back Guests/ Long Stay’s / Arrivals preparation for the next day. Ensuring that guest correspondence and special requests are carried out accordingly. 
• To deputize for the Front Office Manager in their absence 
• Conduct LQA assessments  
• Determine the training needs of the team and in turn train the team accordingly.   
• Nominate our team for the heartiest of the month program.  
• Element new initiatives on enrolling All members.  
• Complete month end stock take.  
• Complete and distribute the monthly rostering of the team.  

Processes: Effective Processes: 

• Creates and maintains department Standard Operating Procedures, 
• Ability to enhance guest product and experience though ongoing innovation to improve operation.  
• To recruit above Front Office staff thereby maintaining appropriate staffing levels and skills  
• Ensuring guest value add programme runs efficiently and ensuring accurate product knowledge. 
• Ensuring Health and Safety standards are maintained within the sub-department and act in accordance with regular assessments to eliminate possible risks.  
• To assist with maintaining Health and Safety standards and to promote regular assessments to eliminate possible risks within the department. 
• Ensuring a constant update in standard operating procedures as the product and service requires. 
• Ensure that the Back Office area is clean and tidy at all times  

Learning and Growth: Motivated and Prepared Workforce: 

• To give necessary direction, inspiration, motivation and support to the relevant sub-departments within Front Office, in line with Fairmont values, strategies and philosophies 
• To ensure that staff adhere to all hotel policies and procedures 
• To complete performance reviews and partnering initiatives when required 
• To identify training needs and ensure that training is scheduled accordingly 
• To draw up induction programmes and ensure an effective Godfather system 
• To mentor, coach, counsel and discipline staff, as required 
• To draw up fair rosters to ensure maximum staff productivity 
• To ensure that regular sub-dept. and monthly Front Office meetings are held  
• To facilitate cross training within the Front Office department and to co-operate with other departments on cross training 
• To ensure that a comprehensive educational programme runs throughout the year. 
• Regular feedback sessions with individual staff to monitor growth and development. 

General knowledge and responsibilities: 

• Has a thorough knowledge of the hotel and all services provided to the guest 
• Have a general knowledge of Cape Town surroundings and popular guest attraction areas.  
• 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  
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position 
• Performs any reasonable duty as instructed by Front Office  
• Assisting with recruitment for the department. 
• Management of IR/ Disciplinary enquiries  

Qualifications

• Grade 12 or equivalent, 
• A Hospitality Management qualification is a strong recommendation, 
• 3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
• Proficiency in English (Verbal, Written, Reading), 
• Demonstrated experience using: 
• Fidelio Opera Property Management System 
• Microsoft Office Suite to at least Intermediate level 
• Stock Control Systems 
• Superior Customer Service and Liaison skills 
• Above average problem solving skills, 
• Above average ability to communicate at all levels of the organisation 
• Well-developed supervisory skills 
• Ability to lead from the front and to manage a team. 
• Drive innovation 
• Grade 12 or equivalent, 
• A Hospitality Management qualification is a strong recommendation, 
• 3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
• Proficiency in English (Verbal, Written, Reading), 

Demonstrated experience using: 

• Fidelio Opera Property Management System 
• Microsoft Office Suite to at least Intermediate level 
• Stock Control Systems 
• Superior Customer Service and Liaison skills 
• Above average problem solving skills, 
• Above average ability to communicate at all levels of the organisation 
• Well-developed supervisory skills 
• Ability to lead from the front and to manage a team. 
• Drive innovation