Assistant Front Office Manager

SUMMARY:
Our client, a prestigious organisation operating within the luxury hospitality industry, is seeking to employ an experienced Assistant Front Office Manager to join their team in Graaff - Reinet.

Salary: R12 000 CTC per month.

The successful candidate will be responsible for their own accommodation.

The candidate will support the Front Office Manager in overseeing the daily operations of the Front Office department, ensuring exceptional guest experiences, maintaining operational excellence, and leading a high-performing team. This role requires a hands-on hospitality professional who thrives in a fast-paced luxury hotel environment and is passionate about delivering outstanding guest service.

POSITION INFO:

Requirements:

• Diploma or Degree in Hospitality or Hotel Management.
• 3–5 years of front office experience.
• At least 1–2 years in a supervisory capacity.
• Proficiency in hotel PMS systems (e.g. Opera).
• Point of Sale (POS) systems.

Responsibilities:

Operational Oversight

• Support and manage daily front office operations including reception, concierge, guest services, and switchboard.
• Ensure team adherence to SOPs and that check-in/check-out processes are efficient and accurate.
• Liaise with housekeeping and reservations to ensure room allocations, guest preferences, and special requests are fulfilled.
• Monitor lobby presence and actively support team members during peak times.

Guest Experience

• Engage with guests proactively to ensure satisfaction, resolve complaints, and exceed expectations.
• Manage VIP arrivals and coordinate special welcome amenities or services.
• Supervise handling of early arrivals, late checkouts, and overbooking situations.

Staff Supervision and Development

• Provide hands-on guidance, coaching, and feedback to front office staff.
• Assist in scheduling shifts, approving leave, and managing departmental rosters.
• Support onboarding and training of new team members in alignment with hotel service standards.
• Conduct regular team briefings to ensure service consistency and communication of updates.

Administrative Duties

• Oversee shift handovers and ensure all guest and operational issues are clearly communicated.
• Verify billing accuracy, room charges, and payment processing in collaboration with the night audit team.
• Monitor departmental supplies and equipment, initiating orders when necessary.
• Prepare daily reports for management review as delegated by the Front Office Manager.

Customer Responsibilities

• Champion guest satisfaction across all touchpoints in the front office.
• Act as a point of escalation for complex guest complaints or service recoveries.
• Monitor guest feedback platforms and address concerns where appropriate in collaboration with the Front Office Manager.

People Responsibilities

• Foster a culture of professionalism, teamwork, and respect within the front office.
• Identify performance gaps and support ongoing training and development plans.
• Promote cross-training and collaboration between guest services, concierge, and night audit teams.

Quality Responsibilities

• Ensure all procedures related to check-in, check-out, room allocations, and billing are followed precisely.
• Conduct regular quality checks at the front desk and monitor team grooming, uniform, and service presentation.
• Implement improvements based on guest feedback and internal audits.

Finance Responsibilities

• Monitor cash handling procedures and ensure compliance with hotel financial protocols.
• Support the night audit and finance teams in daily revenue reconciliation when required.
• Ensure billing issues, disputed charges, and refunds are resolved accurately and in a timely manner.

Facilities Responsibilities

• Identify and report maintenance or IT issues affecting the front office area or guest experience.
• Ensure the lobby and reception areas remain clean, well-presented, and guest-ready.
• Support operational readiness during emergencies or unplanned disruptions.

Legal and Compliance Responsibilities

• Ensure adherence to legal requirements regarding guest data, identification, and financial transactions.
• Support implementation of health, safety, and fire regulations across the front office.
• Maintain compliance with security procedures including key control and guest access.

Additional Duties

• Represent the Front Office Manager during absences or days off.
• Collaborate with other department heads to ensure overall operational alignment.
• Perform any other reasonable tasks as delegated by senior management.