Position Detail

Overall Purpose of the Job

This role, like all others in the group, must prioritise “making every guest a returning and referring guest”. Supervises and trains front office staff to ensure the courteous and efficient welcoming and departing procedures. Supervises and completes front office administration, including the administration of financial, front office processes and procedures, and the administration of employees in the department, in accordance with set standards. In addition to the assigned duties, assumes responsibility for other departments when on duty management shifts (as applicable). Provides a congenial atmosphere in which employees can perform to the best of their ability.

Education (Formal Qualification Required)

Minimum

Grade 12.

National Diploma Hospitality Management/C & G Diploma/Equivalent.

Computer literacy is essential particularly with proficiency in Microsoft Office Suite.

Advantageous

N/A

Legal Requirements (e.g. Driver’s License, etc.)

To be eligible to hold a position of authority or responsibility, such as a liquor license.

Experience (Minimum Experience Required - Number of years)

Minimum

The incumbent must have held a position in a front office environment for at least 1 year.

Advantageous

Internal applicants must preferably complete a FOC Internal Development Programme (IDP).

People

May propose the hire of new employees up to the level of Reservations Supervisor.

Is required to issue verbal/written warnings when necessary and in the event of company policy having been violated.

Finance

The job requires the handling of money and the authorisation to dispense and deposit company funds and is therefore subject to a fraud and credit check.

Occasional Duties

Carry out any duties as may be requested by a more senior member of management and in line with expertise and role.

Special Conditions

The job involves the working of long hours and shifts as per the requirements of the hospitality industry and in accordance with the applicable legislation.

Required to provide support in reception or reservations as operational needs arise.

This job requires prolonged sitting, walking and standing, working in awkward and static postures, performing repetitive movements, managing exposure to psychosocial and cognitive stressors, coping with fatigue resulting from prolonged shifts and irregular hours, and undertaking manual handling tasks.

Competencies (Knowledge, Skills and Behavioural Attributes)

Knowledge

• Hospitality management
• Customer service principles
• Basic revenue management pertaining to rate yielding
• Basic HR and IR
• Basic financial literacy
• Property Management Systems (PMS)
• Health and safety regulations
• Local area information

Skills

• Analytical
• Verbal and written communication
• Administrative
• Conflict management
• Customer service
• Interpreting budgets pertaining to income and expenditure
• BAR rate management
• Learning Agility

Behavioural Attributes

• Service orientated
• Customer-centric
• Assertiveness
• Accountability
• Collaborative
• Results orientated
• Detail orientated
• Adaptive to diversity

Position Requirements

Detailed Description / Output

• Executes all administrative tasks, as directed, including but not limited to, budgets, mid-month, month-end, and financial year-end preparation and all front office processes and procedures.
• Always maintains and adheres to all internal control measures as audited by the internal auditors.
• Maintains all expenditure and income within budget and/or in relation to the current occupancy of the hotel (as directed).
• Achieves the budgeted occupancy and average room rate.
• Achieves the correct average room rates across all market segments for rooms and conferencing.
• Processes, stores and archives all documentation and correspondence effectively and in line with audit requirements.
• Always adheres to all Disaster Management, and Health and Safety requirements.
• Plans and controls the adequate and compliant levels of staffing per shift.
• Complies with all legislation that applies to hotel operations in the country the hotel operates in.
• Maintains and enhances the brand and group standards, as applicable, to ensure consistency and continuity in service levels throughout all group hotels.
• Be on the lookout for and be aware of any enhancements that could improve the group’s product offering, service delivery, productivity and efficiencies and to communicate such to the group.
• Creates the environment in which guests receive excellent service, in accordance with the company’s marketing strategies and promise, as well as the corporate image.
• Participates in and manages the hotel’s human resource function in accordance with the company’s human resource policies.
• Conducts and takes part in all legislative and operational training, while tracking attendance of direct reports.
• Achieves and maintains good working relationships and cooperation with hotel employees and company colleagues.
• Upskills and develops personal growth plans by participating in personal development activities.