We believe in creating enriching experiences not only for our guests, but also for those looking to build a career with us too. Discover enriching career opportunities with Cenizaro as we continue to grow our network of hotels and resorts in new and exciting destinations.
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Careers
Assistant Front Office Manager
The Residence Zanzibar
Zanzibar
Job Responsibilities:
- Customer Satisfaction (GuestFeedback, Social Media Review).
- Financial Performance (Up-selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high-quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervise guest arrivals and departures with the front office executive and duty managers.
- Provide a high level of customer service and maintain a high profile in the day-to-day front office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review the arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue reports and circulate them to all HOD’s.
- Prepare Room revenue and occupancy forecast and take action on rate strategies.
- Is involved in the recruitment of new team members for the front office.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensures that the workplace remains clean and tidy
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Makes sure that the hotel’s pricing policy and sales pitches are duly applied in order to optimise RevPAR.
- Have a good knowledge of all systems and standard operating procedures of the front office.
- Ensures that guest documentation and information are available and up-to-date.
Experience, Skills and Knowledge:
- Minimum 2 to 3 years work experience as Assistant Manager or Team Leader – Front Office / Guest Relations in a hotel.
- Knowledge of hotel operations, including marketing plans, security and safety programs in operations, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, and long-range planning
- Good leadership and interpersonal skills, Communicate, both verbally and in writing, to provide clear direction to staff.
- Command of the English language both written and verbal
- Able to work a flexible schedule, including weekends and holidays
- Strong understanding of customer service principles and practices
- Excellent communication, problem-solving, and leadership skills
- Client services or management experience.
- Excellent problem-solving skills.
- Basic accounting skills.
- The ability to remain positive and focused in a fast-paced environment.
- Great computer skills and the ability to learn new skills quickly.
- A professional appearance or associated field will be an additional advantage.
- Knowledge of hotel operations, including marketing plans, security and safety programs in operations, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, and long-range planning
- Have computer skills and the ability to learn new skills quickly.