Job Responsibilities:

• Customer Satisfaction (GuestFeedback, Social Media Review).
• Financial Performance (Up-selling, Room Revenue, Operation Auditing).
• Showing Initiative, Problem Solving, Staff Training, Team Leading.
• Manages and motivates the Front Office team in order to provide a high standard of service for customers.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Develops high-quality relationships with guests throughout their stay. 
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Oversee and supervise guest arrivals and departures with the front office executive and duty managers.
• Provide a high level of customer service and maintain a high profile in the day-to-day front office operations.
• Ensure that personalized service is offered to each and every guest.
• Ensures that the pricing policy and internal audit procedures are duly applied. 
• Supervises the management of debtors, group and individual guest invoicing and cash operations. 
• Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Review the arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue reports and circulate them to all HOD’s.
• Prepare Room revenue and occupancy forecast and take action on rate strategies.
• Is involved in the recruitment of new team members for the front office.
• Integrates and trains employees, providing support for skills development.
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
• Ensures that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Makes sure that the hotel’s pricing policy and sales pitches are duly applied in order to optimise RevPAR. 
• Have a good knowledge of all systems and standard operating procedures of the front office.
• Ensures that guest documentation and information are available and up-to-date.

Experience, Skills and Knowledge:

• Minimum 2 to 3 years work experience as Assistant Manager or Team Leader – Front Office / Guest Relations in a hotel.
• Knowledge of hotel operations, including marketing plans, security and safety programs in operations, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, and long-range planning
• Good leadership and interpersonal skills, Communicate, both verbally and in writing, to provide clear direction to staff.
• Command of the English language both written and verbal
• Able to work a flexible schedule, including weekends and holidays
• Strong understanding of customer service principles and practices
• Excellent communication, problem-solving, and leadership skills
• Client services or management experience.
• Excellent problem-solving skills.
• Basic accounting skills.
• The ability to remain positive and focused in a fast-paced environment.
• Great computer skills and the ability to learn new skills quickly.
• A professional appearance or associated field will be an additional advantage.
• Knowledge of hotel operations, including marketing plans, security and safety programs in operations, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, and long-range planning
• Have computer skills and the ability to learn new skills quickly.