Description<\/p>\n
Job Purpose<\/p>\n
\tThe Front Office Duty Manager is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP\u2019s) and external (tourism grading) standards and procedures are continuously achieved, client disputes \/ queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.<\/p>\n
Key Performance Areas<\/p>\n
Shift Supervision<\/p>\n
\tPut in place staff scheduling and duty allocations to ensure maximum coverage
\n\tHandle shift briefings \/ handovers \/ shift reports
\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\tManage staff appearance and floor appearance\/ functioning of equipment and systems for the outlet
\n\tReport and resolve any issues experienced
\n\tManage the control of stock and operating equipment as per SOP for the department
\n\tCash-ups at the end of the shift
\n\tComplete shift reports
\n\tFacilitate the preparation of welcome letters\/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers\/cake)
\n\tMeet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences<\/p>\n
Front Office Operations<\/p>\n
\tMonitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
\n\tReview arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
\n\tOversee and supervises guest arrivals and departures with the front office team
\n\tParticipate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
\n\tMaintain master key control for the shift
\n\tReview daily front office work and activity reports generated by night audit
\n\tSupervises the management of debtors, group and individual guest invoicing and cash operations.
\n\tConduct cash-up procedures, verifying all bank deposits at the end of the shift
\n\tMonitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
\n\tDevelop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs
\n\tCo-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied.<\/p>\n
People Supervision<\/p>\n
\tSupervise 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\tSupervise employee relations within the hotel
\n\tStaff communication and motivation
\n\tPerformance contracting, reviews and development
\n\tAssist in providing resources and removing obstacles to performance
\n\tOnboarding of new staff members<\/p>\n
Financial Control<\/p>\n
\tAuthorize spend in line with budget
\n\tReport on any variances for the department<\/p>\n
Delivered Customer Experience<\/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 the smooth movement of VIP\u2019s to and from activities or restaurants; providing different options and activities, including external offerings, personalizing their experience.
\n\tProvide post-mortem feedback with regards promotions 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
Work Conditions and Special Requirements<\/p>\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<\/p>\n
Requirements<\/p>\n
Education<\/p>\n
\t3-Year Hotel School Diploma or National Qualification at a Diploma level.<\/p>\n
Experience<\/p>\n
\tMinimum of 3 years\u2019 experience as a receptionist in a front office environment.
\n\tPrevious experience in a supervisory or duty management role in a similarly graded star hotel is an advantage.<\/p>\n
Skills and Knowledge<\/p>\n
\tCollecting Information
\n\tTeam Co-operation
\n\tPeople Supervision
\n\tAppraising & developing
\n\tProblem-Solving
\n\tAnalytical skills
\n\tAttention to detail
\n\tReviewing \/ evaluating information and data
\n\tEmotional resilience
\n\tDealing with Customers (including dealing with conflict)
\n\tSelf-driven and presentable
\n\tValuing Diversity & Inclusiveness<\/p>\n
Apply via company website ( https:\/\/www.suninternational.com\/ ) or<\/p>\n
al.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/al.mcidirecthire.com","_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":[21],"job-types":[12],"class_list":{"0":"post-14046","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-north-west","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/14046","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=14046"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=14046"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=14046"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}