Description
\nJob Purpose<\/p>\n
\tThe Front Office Manager is accountable for the monitoring, team management and delivery of front desk activities (check-in, check-out, night audit, guest relations and
\n\tluggage services), ensuring that internal (SOP\u2019s) and external (grading) standards and procedures are continuously achieved, client disputes \/ queries are resolved and that the
\n\tcustomer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.<\/p>\n
Key Performance Areas<\/p>\n
Front Office Plan<\/p>\n
\tDevelop front office objectives and deliverables in line with business unit strategy and the customer value proposition, plan and standards
\n\tComplete competitor analyses and provide input into present and future rooms products, rates and services by determining and evaluating current and future customer trends
\n\tCritically evaluate the front office and accommodation customer experience and manage the improvement and innovation of products and offerings in line with leading practice
\n\tDevelop a plan around the customer experience at important touchpoints in the customer\u2019s journey from arrival, through to check-in, rooming of the guest, luggage services, guest relations and check-out processes
\n\tConduct risk analyses i.t.o impact on short term occupancies and profit margins
\n\tElicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth
\n\tCollaborate with revenue management to develop and execute campaigns and initiatives to enhance the customer experience and return on investment
\n\tCompile plans and manage the execution of any new projects and offerings within hotel rooms, such as refurbishments
\n\tProvide clear delegation of authority and accountability for deliverables
\n\tDevelop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butler services, etc.
\n\tReview and manage customer feedback received via various channels e.g. Guest Love, HeatBeat respond to good or bad customer feedback<\/p>\n
Hotel Revenue Optimisation<\/p>\n
\tReview system and report on demand forecasting and yield management including short (1-3 months); medium (3-6 months) and long term (6 -12 month) initiatives to achieve targets
\n\tCollaborate with Revenue Management to make recommendations to adjust plans in line with statistics and current and forecasted bookings including overbooking statistics, hurdle values; length of stay values, etc.
\n\tMonitor and review reservations bookings, analysing the data in terms of market segments and channels
\n\tCheck the room nights and revenue picked up or dropped off; as well as actuals against budget and forecasts
\n\tCheck for advance days, weeks and months and resolve any inventory imbalance issues, overselling of room types and sold out dates
\n\tMake value add recommendations and cost effective competitive solutions that address inefficiencies, opportunities or risks in order to achieve targets
\n\tOversee the planning and execution of Group arrivals to ensure efficient and streamlined check-in, check-out experience
\n\tDrive the customer value proposition<\/p>\n
Front Office Standards & Governance\u00a0<\/p>\n
\tOversee the development, updating and implementation of Front office standards and processes at a unit level
\n\tAlign practices with new legislative compliance, including regulations around health, hygiene, safety and the environment; as well as customer-related regulations
\n\tMonitor and enforce all cash-handling, cash-checking and credit policies and practices
\n\tImplement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business, viz master key control, cash-up procedures
\n\tConduct quality assurance around the delivery of customer experiences, including courtesy calls
\n\tConduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of the front office and other guest areas, including conducting room checks
\n\tWork with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these<\/p>\n
Front Office Operational Management<\/p>\n
\tMonitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
\n\tMaintain master key control
\n\tOversee all cash-up procedures, verifying all bank deposits at the end of the shift
\n\tReview occupancies and monitor selling status of rooms on a daily basis, to ensure revenues are maximised, including flash reports, allowances, etc.
\n\tAnalyse rate variance, review credit report and closely monitor daily house counts and no-shows
\n\tMonitor the rooms system to ensure data hygiene and complete customer information
\n\tOversee the maintenance of par levels of stationery and front office supplies
\n\tPrepare revenue and occupancy forecasting
\n\tReview daily front office work and activity reports generated by night audit
\n\tOversee the development and tracking of a comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
\n\tMonitor high balance guests and take any necessary action\u00a0
\n\tCollaborate and act as an advisor around front office operational management team with regards standards; procedures and product enhancement
\n\tOversee the planning and integrated management of projects in the rooms environment e.g. refurbishments
\n\tBe available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers from arrival and throughout the customer\u2019s stay
\n\tIdentify and optimize service delivery<\/p>\n
People Management<\/p>\n
\tManage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
\n\tIdentification of employee training needs
\n\tPerform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
\n\tMonitor adherence to SOPs including conducting of quality assurance calls
\n\tManage employee relations and disciplinary processes (when necessary) within the department
\n\tFacilitate staff communication and motivation
\n\tPerform and document performance contracting, reviews and development discussions
\n\tProvides resources and removes obstacles to performance
\n\tRecruit and resource for talent for positions within the department
\n\tOnboard new staff members in the department<\/p>\n
Budget Management<\/p>\n
\tDevelop and manage the rooms \/ front of house budget including:
\n\tRevenue maximisation
\n\tCost management
\n\tFinancial reporting for the function occupancies and rooms revenues
\n\tManage costs and authorise spend in line with budget for individual and collective segments
\n\tConduct accurate forecasting of revenues for allocated market segments in alignment with strategies
\n\tProvide input to rate strategies and guidelines to generate targeted revenues
\n\tDefines Capex requirements<\/p>\n
Customer Experience Management<\/p>\n
\tEnsures that guests are treated with courtesy and respect at all times
\n\tInteract with guests and provide professional service standards and solutions
\n\tHandle any escalated complaints, disputes and suggestions as required
\n\tEngage with customers and provide a customer experience within the hotel \/ on the floor that will support brand loyalty ensuring SI as the brand of choice
\n\tInteract and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
\n\tConduct staff training on product knowledge \/ promotions (including promotion information, functions, facilities, opening times of restaurants; activities)
\n\tCompile plans and flag VIP guests to ensure their experience during their stay is exceptional; including a smooth VIP check-in, check-out experience, accurate billing and a personalised experience
\n\tProvide post-mortem feedback with regards rooms promotions and campaigns to ensure these are always relevant and effective
\n\tShift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
\n\tFollow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience<\/p>\n
Requirements
\nEducation<\/p>\n
\t3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level\u00a0<\/p>\n
Experience<\/p>\n
\tMinimum of 7 years\u2019 experience with 3 years in a supervisory \/management position in the hospitality industry
\n\tPrevious experience in duty management is an advantage
\n\tWork Conditions and Special Requirements
\n\tAbility to work shifts that meet operational requirements (including public holidays, night work and weekends)
\n\tPhysically able to stand for extended periods of time\u00a0<\/p>\n
Skills and Knowledge<\/p>\n
\tCorporate & industry knowledge
\n\tProduct knowledge & standards \u2013 rooms, facilities ,promotions, etc.\u00a0
\n\tAdvanced written and verbal communication skills
\n\tMarketing segmentation
\n\tRooms forecasting
\n\tAccommodation pricing structures
\n\tProficiency in MS Office Suite, Opera
\n\tBusiness Acumen
\n\tFinancial Acumen
\n\tReport writing
\n\tNight audit
\n\tContract management
\n\tKnowledge and application of legislation relating to Safety, Health and the environment
\n\tTeam Planning\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( https:\/\/www.suninternational.com\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Sun International","_company_website":"https:\/\/www.suninternational.com\/","_company_tagline":"The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc... read moreated casinos, and some of the world\u2019s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa\u2019s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International\u2019s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We\u2019ve created some the world\u2019s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-11197","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/11197","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=11197"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=11197"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=11197"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}