Marriott International Assistant Front Office Manager Protea Hotel Fire & Ice! Menlyn Jobs in South Africa

Marriott International Assistant Front Office Manager Protea Hotel Fire & Ice! Menlyn Jobs in South Africa

Job Description

Job Number: 22173236

Job Category: Rooms & Guest Services Operations

Location: Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa

Schedule: Full-Time

Located: Remotely? N

Relocation? N

Position Type: Management

Job Summary

Main Responsibilities

The acquisition and maintenance of guests

To manage and oversee the daily operation of the department in conjunction with the department head-E.g. Pit checks, Direct Bills, Credit Checks

Maintaining the required service standards and procedures for the Front Office Department

Leading, training and motivating the Front Office staff

Be involved in the recruitment process of Front Office staff

Operate the hotel’s Property Management System: Opera/Marsha

Assist with the balancing of room type inventory between Opera/MARSHA

Will be required to take live booking enquiries and also follow through with the hotels reservation procedure– Walk-Ins

Handling and resolving GUEST queries and complaints

Maintain the reception desk by ensuring the Front Office standards and procedures are implemented within the Department

Ensuring that the “O” status for the department is managed according to hotel procedures

Ensure all reception float balances

Complete various aspects of Front Office administration as directed

Managing all in-coming calls, GUEST transportation and porters

Assist with the preparation and maintaining of the Front Office department’s weekly rosters

Assist in championing the Marriott Bonvoy Rewards loyalty mind-set

Assist in evaluating GuestVoice departmental scores and issues, and come up with action plans for improvement

Assist the Front Office Manager in maintaining stock levels and other month end financial processes

Requirements

Recent work experience in a supervisory or managerial position are beneficial

A high level of leadership and motivational skills

Good planning and organisational skills

Must be guest and service driven

Good communication skills, written and verbal

Computer literacy (Word and Excel)

Opera and Marsha knowledge

Ability to work accurately under pressure

Will be required to work shifts

Well groomed, presentable and professional manner

All applicants must have a valid Matric certificate or an equivalent internationally recognized qualification

National Diploma in Hospitality Management or similar qualification and drivers licence is an advantage

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.

Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.

Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.

Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Candidate Profile

Education and Experience

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

Or

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Core Work Activities

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds

mutual trust, respect, and cooperation among team members.

Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

Ensures employee recognition is taking place on all shifts.

Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Strives to improve service performance.

Collaborates with the Front Office Manager on ways to continually improve departmental service.

Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Serves as a role model to demonstrate appropriate behaviors.

Sets a positive example for guest relations.

Displays outstanding hospitality skills.

Empowers employees to provide excellent customer service.

Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Provides feedback to employees based on observation of service behaviors.

Handles guest problems and complaints effectively.

Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.

Ensures compliance with all Front Office policies, standards and procedures.

Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

Analyzes information and evaluating results to choose the best solution and solve problems.

Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

Functions in place of the Front Office Manager in his/her absence.

Communicates critical information from pre- and post-convention meetings to the Front Office staff.

Participates in department meetings.

How to Apply

For more information and job application details, see: Marriott International Assistant Front Office Manager Protea Hotel Fire & Ice! Menlyn Jobs in South Africa

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