NAFASI ZA KAZI-Residence,Front Office Manager

Position: Front Office Manager
Employer: THE RESIDENCE
Location: Zanzibar 
Job Summary
To look after the front office service and ensure rooms allocation of new and existing customers in line with client bookings.
  • Minimum Qualification: Diploma
  • Experience Level: Management level
  • Experience Length: 5 years
Job Description
Job Qualification:
  • Bachelor Degree/Diploma in Hotel Management and Equivalent.
  • 5-6 years’ experience in Managerial Position and Hotel industry
  • Communication and Interpersonal Skills
  • French Speaking as added advantage.
  • Leadership Skills.

 

Job Responsibilities:

1. Relations Management
  • Ensure Concierge & Drivers pick up guests at the airport based on reservations list.
  • Welcome guests upon arrival and ensure information about the hotel is communicated to them.
  • Communicate with clients during their stay to get feedback on the hotel.
  • During parties and/or events, ensure the Public Relations Officer communicates to guests through memos in  their rooms.
  • Read and respond to client emails and agencies with regards to unsatisfied clients.
  • Receive feedback and complaints about billing (e.g. exchange rates not updated).
  • Confirm with the Reservations, the Sales and the Finance Department regarding the amount to be refunded to  the client
2. Front Office Management
  • Receive previous day feedback from Night Receptionist.
  • Review daily planning and make adjustments as and when required.
  • Plan and review the monthly roster as and when required.
  • Attend morning Management meetings to receive and provide updates on hotel operations and exchange any  guest related information.
  • Perform daily infrastructure checks in the common areas of the hotel to identify maintenance issues and liaise  with Maintenance and Housekeeping departments for the maintenance work to be effected.
  • Supervise the reception operations and provide assistance and guidance to ensure smooth operations.
3. Accommodation Management
  • Allocate rooms based on guest list provided by Reservations department.
  • Attend to clients who are unhappy about their rooms by re-allocating or upgrading them.
  • During high season or in cases of over-booking, re-allocate rooms to staff.
  • Perform key inventories and effect purchases as and when required.4. Team Management
  • Conduct daily briefings with team to ensure effective communication with team.
  • Check attendance and work plan & assign daily tasks for staff.
  • Conduct information induction with new employees within the department.
  • Manage performance of team within the department and report any major performance issues to the  Departmental Executive.
  • Update the monthly roster planning on a daily basis according to the changes in the staffing
  • Receive local leave requests and validate.
  • Provide on the job training to unexperienced staff

5. Guest Relation/Service

  • To supervise the Guest Relations team, maintain regular contact with frequent guests and all important guests  of the Hotel, managing guest complaints/feedback.
  • Along with the Guest Relations team, to ensure that the guests have been offered a friendly, efficient service  at all times/in all departments, taking account of the established service standard and management guidelines.

6. Problem Solving:

  • When faced with difficult customers, this position has the authority to upgrade the client or provide a free or  discounted lunch from the hotel.

 

7. Key Relationship:
I. Internal

  • Reservation: Daily, for guest list
  • Restaurant: As and when required, in cases of unsatisfied guests or for bookings
  • Housekeeping & Maintenance: As and when required, rooms planning for maintenance interventions

II. External:

  • Guest: Daily, Welcome, gathering feedback, providing information
  • Tour Operators: Daily, guest reservations, information
  • Banking: As and when required, in cases of refund or issues with the credit card
  • Supplier: As and when required, purchases for kids club events

How to Apply?
Please manually apply for this job using the details below:
Deadline: 19th September, 2019
All Cv’s should be via bbowan@theresidence.com

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