Marriott Assistant Front Office Manager - Protea Hotel Fire & Ice! by Marriott Pretoria MenlynJob Category: Rooms & Guest Services OperationsLocation: Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South AfricaSchedule: Full TimePosition Type: ManagementJOB SUMMARY: Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.CANDIDATE PROFILE:Education and Experience:High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.OR2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.CORE WORK ACTIVITIES:Supporting Management of Front Desk Team:Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.Encourages and builds mutual trust, respect, and cooperation among team members.Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.Ensures employee recognition is taking place on all shifts.Establishes and maintains open, collaborative relationships with employees.Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:Manages day-to-day operations, ensuring quality standards and meeting customer expectations.Develops specific goals and plans to prioritize, organize, and accomplish work.Handles complaints, settling disputes, and resolving grievances and conflicts.Strives to improve service performance.Collaborates with the Front Office Manager on ways to improve departmental service.Communicates a clear and consistent message regarding the Front Office goals.Participates in the development and implementation of corrective action plans based on guest satisfaction results.Emphasizes guest satisfaction during all departmental meetings.Ensuring Exceptional Customer Service:Provides services that exceed customer expectations for satisfaction and retention.Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and coaching.Serves as a role model to demonstrate appropriate behaviors.Displays outstanding hospitality skills.Empowers employees to provide excellent customer service.Interacts with customers regularly to obtain feedback on quality and service levels.Handles guest problems and complaints effectively.Managing Projects and Policies:Implements the customer recognition/service program.Ensures compliance with all Front Office policies, standards, and procedures.Monitors adherence to credit policies to reduce bad debts and rebates.Additional Responsibilities:Provides information to supervisors and co-workers by various communication methods.Analyzes information and evaluates results to choose the best solution.Informs and updates relevant information in a timely manner.Functions in place of the Front Office Manager in their absence.Participates in department meetings.MANAGEMENT COMPETENCIES:LeadershipAdaptabilityCommunicationProblem Solving and Decision MakingProfessional DemeanorManaging ExecutionBuilding and Contributing to TeamsDriving for ResultsPlanning and OrganizingBuilding RelationshipsCustomer RelationshipsGlobal MindsetGenerating Talent and Organizational CapabilityLearning and Applying Professional ExpertiseBusiness AcumenTechnical AcumenProblem ResolutionBasic CompetenciesMathematical Reasoning: Demonstrates ability to add, subtract, multiply, or divide quickly and correctly.Oral Comprehension: Demonstrates ability to listen to and understand information presented through spoken words.Reading Comprehension: Demonstrates understanding of written sentences and paragraphs in work-related documents.Writing: Communicates effectively in writing as appropriate for the audience.Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.Join the Protea Hotels by Marriott team today!
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