Assistant Front Office Manager

Department: Front Office

Work hours: Shift Work (Early shift starting at 06h00, late shift finishing at midnight), Weekends & Public
Holidays

Application to: Marisa McLaren (Front Office Manager)
foman@lanzerac.co.za

Closing date: 28 February 2020

Main Tasks and Responsibilities

  • To stand in for the Front Office Manager in her absence.
  • To ensure that all receptionists are following standard operating procedures in order to work effectively as a team providing the best possible service to our guests.
  • To guide and lead receptionist to work in accordance with standard operating procedures.
  • To take leadership in the training and orientation of new receptionists that joins the team or those receptionists requiring training. (Inc conjunction with Front Office Manager).
  • To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
  • Check-in and check-out of arrival guests/groups
  • To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
  • To deal with guest requests to ensure a comfortable and pleasant stay.
  • To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
  • To be responsible for accurate and efficient accounts and guest billing processes.
  • To assist in keeping the hotel reception area clean and tidy at all times.
  • To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
  • To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
  • To ensure that all reservations and cancellations are processed efficiently.
  • To keep up to date with room prices and special offers to provide accurate information to guests.
  • To assist with concierge related duties such as arranging transfers, excursions etc. for guests.
  • To report any maintenance, breakage or cleanliness problems to the relevant manager.
  • To administer the general petty cash system and float in an accurate manner.
  • To undertake all training as required (e.g., first aid, health and safety, customer service).
  • To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
  • To undertake any other ad-hoc duties relevant to the post, as and when required.

Requirements:

  • A friendly and welcoming approach
  • High standards of dress and presentation
  • Ability to remain calm during difficult situations or in a very busy environment
  • The ability to work unsupervised
  • Excellent interpersonal skills, including a pleasant telephone manner
  • Good administrative skills and the ability to use email and booking systems / OPERA knowledge
  • Good team working skills.
  • Strong work ethic
  • Flexibility
  • Previous Shift Leader / Assistant Front Office Manager experience
  • Previous customer service experience
  • Previous experience in hospitality
  • Experience in OPERA
  • Previous experience in Health & Safety, First Aid etc.
  • High standards of dress and presentation
  • Good interpersonal skills Excellent verbal communication skills
  • Reliability
  • Good general product knowledge
2020-02-19T17:42:12+02:00 January 20th, 2020|Careers|