Friday, 9 August 2019

Job Opportunity at The Residence, Front Office Manager


Position: Front Office Manager

Employer: THE RESIDENCE
Location: Zanzibar

Job Summary
To look after the front office service and ensure rooms allocation of new and existing customers in line with client bookings.
Minimum Qualification: Diploma
Experience Level: Management level
Experience Length: 5 years


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Job Qualification:

  • Bachelor Degree/Diploma in Hotel Management and Equivalent.
  • 5-6 years’ experience in Managerial Position and Hotel industry
  • Communication and Interpersonal Skills
  • French Speaking as added advantage.
  • Leadership Skills.


Job Responsibilities:
1. Relations Management
Ensure Concierge & Drivers pick up guests at the airport based on reservations list.
Welcome guests upon arrival and ensure information about the hotel is communicated to them.
Communicate with clients during their stay to get feedback on the hotel.
During parties and/or events, ensure the Public Relations Officer communicates to guests through memos in  their rooms.
Read and respond to client emails and agencies with regards to unsatisfied clients.
Receive feedback and complaints about billing (e.g. exchange rates not updated).
Confirm with the Reservations, the Sales and the Finance Department regarding the amount to be refunded to  the client

Front Office Management

Receive previous day feedback from Night Receptionist.
Review daily planning and make adjustments as and when required.
Plan and review the monthly roster as and when required.
Attend morning Management meetings to receive and provide updates on hotel operations and exchange any  guest related information.
Perform daily infrastructure checks in the common areas of the hotel to identify maintenance issues and liaise  with Maintenance and Housekeeping departments for the maintenance work to be effected.
Supervise the reception operations and provide assistance and guidance to ensure smooth operations.

Accommodation Management
Allocate rooms based on guest list provided by Reservations department.
Attend to clients who are unhappy about their rooms by re-allocating or upgrading them.
During high season or in cases of over-booking, re-allocate rooms to staff.
Perform key inventories and effect purchases as and when required.


Team Management
Conduct daily briefings with team to ensure effective communication with team.
Check attendance and work plan & assign daily tasks for staff.
Conduct information induction with new employees within the department.
Manage performance of team within the department and report any major performance issues to the  Departmental Executive.
Update the monthly roster planning on a daily basis according to the changes in the staffing
Receive local leave requests and validate.
Provide on the job training to unexperienced staff

Guest Relation/Service 
To supervise the Guest Relations team, maintain regular contact with frequent guests and all important guests  of the Hotel, managing guest complaints/feedback.
Along with the Guest Relations team, to ensure that the guests have been offered a friendly, efficient service  at all times/in all departments, taking account of the established service standard and management guidelines.

Problem Solving: 
When faced with difficult customers, this position has the authority to upgrade the client or provide a free or  discounted lunch from the hotel.


Key Relationship: 
I. Internal
Reservation: Daily, for guest list
Restaurant: As and when required, in cases of unsatisfied guests or for bookings
Housekeeping & Maintenance: As and when required, rooms planning for maintenance interventions
II. External:
Guest: Daily, Welcome, gathering feedback, providing information
Tour Operators: Daily, guest reservations, information
Banking: As and when required, in cases of refund or issues with the credit card
Supplier: As and when required, purchases for kids club events

How to Apply
Please manually apply for this job using the details below:
Deadline: 19th September, 2019
All Cv's should be via bbowan@theresidence.com

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