Front Office Manager

“Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS”

Reporting to the Director of Rooms, The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained . The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders.

Guest Experience

• Maintaining and improving standards in all areas of operation relating to Guest Experience.
• Maintaining, improving & optimising the guest experiences throughout the hotel.
• Overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.
• Dealing with High Profile guests from arrival to departure.
• Ensure that guest requests and complaints are satisfactorily resolved.
• Developing and enhance WBK guests experience as well as High Profile and High Maintenance recognition and satisfaction.
• Ensuring all needs are met and exceeded during all guests’ stay.
• Relationship-building with guests and agents.
• Maintaining a strong presence amongst guests.
• Actively seek innovative ways to enhance the overall product to maximize guest experience.

Learning and Development within the department.

• Providing necessary direction and support to the Assistant Front Office Manager.
• To ensure effective liaison between Front office staff and other departments.
• To be available for all staff related queries and guest complaints.
• Completing performance reviews and offering continues support to enhance skill development.
• Identifying training needs and ensuring that training is scheduled accordingly. to improve guest overall experience and staff general knowledge of the product and service provided.
• To draw up induction programmes and to ensure an effective Godparent system for all new staff members are in place.
• To facilitate the Cross Training Program which allows participants to receive adequate training to further their knowledge.
• Responsible for all Front Office recruitment and ensuring adequate staff compliment according to hotel occupancy.
• To mentor, coach, counsel and discipline staff as required according to the code of conduct provided by Cape Grace.
• https://careers.accor.com/global/en/job/front-office-manager-in-cape-town-south-africa-jid-79371