Large hotel in Ballito is looking to employ an Assistant Front Office Manager to oversee various tasks and ensure the smooth operations of the hotel and front desk area. Address Guest Concerns and Provide Customer Satisfaction Be the person to whom guest complaints and concerns are addressed. Must be ready to respond to a wide variety of requests and must be able to address concerns in a timely and professional manner. Requests can range from extra linens or towels to having other guests reduce noisy activities. Instruct other hotel personnel such as security staff or room attendants to address these or similar issues. Train Staff To provide necessary training to all personnel working front desk operations. This might include training employees in using hotel computer systems(Opera), applying guest services techniques and handling telephone inquiries. Explain all hotel policies and pricing to front office staff. To be involved with recruiting and reviewing applications for hiring new staff members. Process Payments During the check-in process, guests will often be required to make payment on their room. Process cash or credit card payments. They are also often responsible for maintaining a balanced account. Assistant Front Office Manager Skills Have strong written and verbal communication, decision-making and organizational skills. You should be a leader who can both supervise employees and provide customer service to hotel guests. The ability to work independently and in teams is important Core skills : Monitoring trends in reservations, customer concerns, etc. Evaluating the performance of front office staff Overseeing staff levels and schedules Understanding hotel procedures and policies Communicating with management regarding employee and customer service issues Advanced skills : Knowledge of electronic hotel reservation system - Opera Ability to multi-task Understand payroll and inventory management
