Assistant Front Office Manager

Joinus at Accor,wherelife pulseswithpassion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitalityisaworkofheart,

Joinus andbecomeaHeartist.

Scope of Position

The Assistant Front Office Manager is responsible for overseeing and supervising the operations of Front Desk, Guest Services, Concierge and Night Audit.

Responsibilities

• Ensures that all Front Office Policies and Procedures are adhered to
• Ensures VIP procedures are being met or exceeded on a daily basis for all Guests.
• Coordinate the Arrival, Stay and Departure experience for all Guests.
• To understand and promote the hotel’s and departmental vision
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relations
• Develop and maintain standards for the department, while adhering to Accor’s standards
• Provide direction and support to Guest Relations Managers, Front Office supervisory positions and Ambassadors in their daily tasks relating to their roles
• Ensure that all Front Office team have the supplies needed to perform their duties
• Communicate and liaise effectively with other leaders in the department and hotel.
• Responsible to balance operational, administrative and Ambassador needs
• Responsible for ensuring consistency in exceeding guest service expectations.
• Energize the brand by promoting our Guest loyalty program.
• Ensure proper staffing and scheduling of all Front Office Ambassadors in accordance to productivity guidelines
• Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation
• Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded.
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office Ambassadors.

Health and Safety

• Ensure a strong health and safety culture exists by directing and overseeing workplace safety programs to regulate compliance, employee awareness and an accident-free workplace guided by South African Labour Law.

• Matric
• Relevant experience in Hospitality Management or related field (Advantage)
• Minimum 3-5 years of experience in Front Office management within the hospitality industry
• Proven track record of leadership and team management in a fast-paced environment
• Advanced proficiency in Microsoft Office Suite and hotel management software
• Strong financial experience in budgeting and revenue management
• Exceptional customer service skills with a focus on creating memorable guest experiences
• Excellent problem-solving abilities and decisiveness in handling complex situations
• Outstanding communication and interpersonal skills
• In-depth understanding of hotel operations and guest service best practices
• Ability to work flexible hours, including weekends and holidays
• Strong attention to detail and excellent organizational skills