Front Office Duty Manager at Twelve… · Cape Town

To be discussed at interview

Job summary:

To oversee and manage the day-to-day operations of the Front Office,ensuring the highest standards of guest service,operational efficiency,and team performance. The Front Office Duty Manager acts as the key point of contact for guests and staff,taking responsibility for smooth check-in and check-out processes,handling guest inquiries and complaints,supervising front office staff,and coordinating with other departments to deliver a seamless hospitality experience. This role requires strong leadership,attention to detail,and the ability to make sound decisions under pressure to uphold the hotel’s service standards and reputation.

Organisational Positioning:

• Department:Rooms Division
• Reporting to:Front of House Manager
• Functionality to: Guest Experience Manager and Head Concierge
• Location:The Twelve Apostles Hotel Premises

What We Are Looking For?

• 
  Diploma in Hotel Management
• Must have at least 3 years experience in a 5* Hotel; of which 2 years should be in a Front Office role OR have completed the Red Carnation Management Program; including Food and Beverage supervisory experience and Housekeeping supervisory experience.
• Computer literate with working knowledge of Microsoft Office Outlook,Word and Excel
• Experience with a Property Management System
• Highly presentable with a strong presence
• Strong command of the English language with solid verbal and written communication skills
• Proven service recovery,troubleshooting and conflict resolution abilities
• Proven experience in crisis management and Health & Safety control
• Proven ability to take command of situation,take ownership and solve problems proactively.
• Able to work flexible shifts including night shifts,weekends and holidays

Advantageous Experience and Qualification Desired:

• International work experience advantageous
• Exposure to Opera would be advantageous

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

• Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
• Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests,colleagues or suppliers
• Ensuring that you are familiar with,and adhere to,the Hotel’s code of conduct as set out in the Employee handbook
• Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
• Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
• Being aware of the emergency evacuation,security and fire procedures of the Hotel and to be constantly vigilant of the health,safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
• To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
• To be happy in your work environment,to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service

To support the management of the Hotel in accordance with Red Carnation Hotel Management principles by:

• Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner,fostering positive relationships; and by taking personal responsibility for every guest and staff situation,seeing it through to its solution.
• Applying the performance management and corrective action tools in accordance with the Hotel’s Code of Conduct with the aim of exhausting all opportunities to correct and support staff before utilising avenues for employment termination.
• Recommending updates to hotel policies and procedures,in order to maintain high standards and provide the best possible service to guests,and implement improvements where required.
• Managing and preparing the communication planner setting goals and providing constructive areas of developments for team members allocated accordingly
• To assume the duties of the Front Office Duty Manager by:
• Taking ownership,responsibility and control of the front office duties relating to that shift by preparing and coordinating the team to ensure highest delivery of guest service to all guests.
• Overseeing all communication between Front Office and other departments in the Hotel so that all parties are properly informed in order to deliver at the highest standard to guests.
• Ensuring that the lobby standards are all met in terms of presentation and that there is a constant presence of staffing at the front door and a manager roaming the lobby.
• Effectively trouble-shooting any concerns or challenges raised by guests or staff ensuring that they are resolved promptly and making every attempt to preserve the trust relationship between the Hotel and its guests and staff.
• Controlling that all fiscal procedures on a shift are being properly adhered to and executed (the includes but is not limited to cash-ups,floats,account updates and reconciliations etc.)
• Ensuring that a thorough handover is given to the next shift,properly communicating all activities and challenges on shift; as well as any matters outstanding so that they can be properly attended to on the next shift.
• Accurately complete the daily manager checklist and ensure all duties for the entire team are completed,cash-up checked and signed off by yourself.
• Ensuring that guests gifting is sourced,ordered and stocked at all times for all guest occasions and gifting purposes.
• Configuring and sending BDA (Before,During and After) reports with Agents
• Ensuring all voucher emails are answered and vouchers for guest experiences put together according to company guideline while ensuring that the voucher account is always reconciled
• Ensuring the appropriate stationary levels are kept to ensure the team have the tools they require to perform efficiently
• Prepare and training analysis and design SST trainings for Front office departments.
• Quote and process and gift voucher requests. Reconcile and validate gift voucher redemptions.
• Reconcile and validate charges on the Front office house accounts – Gifting,Duty Manager,welcome drinks.

NB:PREFERENCE WILL BE GIVEN TO EMPLOYEES FROM THE DESIGNATED GROUPS WITH THE PROVISIONS OF EMPLOYMENT EQUITY ACT,NO. 55 OF 1998.

What's in it for you?

• Professional,award winning learning and development opportunities from day one.
• Fantastic recommend a friend and family bonus scheme
• Eligible employees will receive one-third of their salary during parental leave. Employees qualify for this benefit after completing one year of service and may apply twice within a five-year period.
• Discounted accommodation rates at Red Carnation Hotels locally and worldwide
• Two paid volunteering days each year,because we care about our community.
• Access to immediate Employee Assistance Programme,because we care about our employees.
• Access to pension benefits for all permanent and hourly paid employees including funeral benefits,disability and death benefits,because we care about our employees.
• Access to company funded medical benefits for all permanent and hourly paid employees including extended family and accidental medical cover at discounted rates,because we care about our employees.
• Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
• Social and team building events per hotel.
• 1 Meal Per shift.
• Complimentary uniform and dry-cleaning services
• Complimentary daily staff transport