Front Office Manager | Birkenhead House

The Front Office Manager at Birkenhead House oversees every detail of our guests' stay, from the first welcome to their final goodbye. They arrange all the extra activities that make the visit memorable, including co-ordinating any special occasions or celebrations. They guide and manage their team fairly and consistently, ensuring that guest satisfaction is achieved and all guest information and billing is captured accurately. This is an exceptionally important role at Birkenhead House, one that has a direct impact on The Royal Portfolio achieving its purpose, which is "to give our guests a complete experience and a perfect stay" .

MAIN DUTIES & RESPONSIBILITIES

• Assist with welcoming new arrival guests and escorting departing guests to the door and engaging with them about their stay
• Build relationships with guests, enquiring about their needs and wants while remaining unobtrusive
• Ability to take initiative and make judgement calls regarding queries and complaints (adequate gifting / room drops / vouchers, etc)
• Assist guests with information they need about services at the hotel and surrounding areas
• Ensuring smooth communication via radio, telephone, email or in person across all other departments and ensuring that appropriate action is taken
• Update & share guest feedback with executive and management teams
• Work hand in hand with the Front Office team and other Hotel departments.
• Manage the department and its personnel.
• Assess efficient department standard operating procedures and amend if necessary
• Ensure that all team members are aware of and practicing Leading Hotels of the World service level agreements
• Rostering staff to ensure all shifts are covered.
• Ensure staff performance through standards, coaching and performance evaluation on an ongoing basis
• Deal with all staff matters relating to misconduct or incapacity timeously and to ensure that appropriate disciplinary action is taken
• Drive recruitment, selection and onboarding of new staff members
• Constant monitoring of Opera PMS and guest profiling and monitoring that all teams constantly updated guest information - nationalities, addresses, remarks, preferences, occasions, interests etc.
• Control the financial status of the department.
• Recite, understand, apply and live the Purpose & Values statement.

REQUIREMENTS & QUALIFICATIONS

• Degree or Diploma in Hospitality will be an advantage.
• Must have at least 2 years’ experience in a senior Front Office role in a 5* Hotel environment.
• Demonstrate excellent written and verbal communication skills with English as first language.
• Opera (Property Management System) knowledge at Operator Level; computer literacy in Microsoft Office environment.
• Exceptional focus on guest experience
• Strong administrative orientation
• Ability to multitask and prioritise workload
• Excellent time-management
• Proven job reliability, diligence, dedication and attention to detail.
• Knowledge of Hermanus & surroundings.
• Must be flexible and willing to work shifts, weekends & public holidays.

It is important that the candidate is able to work as part of a team and is a good cultural fit for The Royal Portfolio.

South African citizenship is advantageous. A valid work permit is essential if you are not in possession of a South African ID document.

Please note it is a condition of employment, that all staff undergo a pre-employment polygraph test.