Mgr-Front Office I_SA

Job Number: 25035564

Job Category: Rooms & Guest Services Operations

Location: Protea Hotel Fire & Ice! Durban Umhlanga Ridge, 14 Palm Boulevard, Umhlanga Ridge, Durban, South Africa, 4320

Schedule: Full Time

Located Remotely? N

Position Type: Management

Job Summary:
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:

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

OR

1. 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
Maintaining Guest Services and Front Desk Goals:

• Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settling disputes, and resolving grievances.
• Supervises staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Ensures regular communication with employees to create awareness of business objectives and expectations.
• Understands the impact of department operations on overall property financial goals and manages to achieve or exceed goals.

Supporting Management of Front Desk Team:

• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Encourages mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees, understanding their positions well enough to perform duties in their absence.
• Establishes and maintains open, collaborative relationships with employees.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service:

• Provides services that exceed customer satisfaction and retention.
• Improves service by assisting individuals to understand guest needs.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback.
• Interacts with customers to obtain feedback on quality of product and service levels.
• Ensures employees understand customer service expectations.
• Emphasizes guest satisfaction during all departmental meetings.

Managing Projects and Policies:

• Implements the customer recognition/service program.
• Trains staff and monitors adherence to credit policies and procedures.
• Supervises same-day selling procedures to maximize room revenue.
• Supervises daily Front Desk shift operations and ensures compliance with policies.
• Ensures property policies are administered fairly and consistently.

Supporting Human Resource Activities:

• Supports the developmental needs of others through coaching and mentoring.
• Solicits employee feedback and addresses employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of management.
• Assists in the interviewing and hiring of employee team members.
• Supports a departmental orientation program for new hires.
• Participates in employee progressive discipline procedures.

Additional Responsibilities:

• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information to choose the best solution and solve problems.
• Informs and updates relevant parties on important information.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and communicates Front Desk goals.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Protea Hotels by Marriott is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania, and Uganda. If you have a passion for delivering personalized service experiences and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott team today!