Assistant Front Office Manager - Mercure Johannesburg at Accor Hotel

Job Description

• Foster a positive and structured work environment within the department, which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations and maintaining well care of Heartists.
• Greet and assist guests in a warm, courteous, and professional manner.
• Handle guest complaints and inquiries promptly, striving to resolve issues to ensure guest satisfaction.
• Ensure guests receive accurate and timely information about hotel amenities, services, and local attractions.
• Handle guest complaints and concerns in a professional and empathetic manner, aiming for swift and satisfactory resolution.
• Maintain a deep understanding of the local area to provide guests with information about attractions, restaurants, and services.
• Establish and maintain positive relationships with repeat guests, VIPs, and corporate clients.
• Implement strategies to enhance guest loyalty and satisfaction, contributing to positive online reviews and ratings.
• Oversee the front desk team's daily operations, including check-in, check-out, and guest registration processes.
• Monitor room availability, reservations, and room assignments to maximize occupancy and revenue.
• Maintain accurate and organized guest records, ensuring compliance with privacy and security protocols.
• Coordinate with housekeeping and maintenance departments to ensure timely room readiness.
• Proficiently use hotel management software and technology to manage reservations, check-ins, and guest preferences.
• Troubleshoot and resolve technical issues related to front desk systems.
• Act as a key contact for emergency situations, following established protocols to ensure guest safety and well-being.
• Maintain knowledge of hotel evacuation procedures and assist in training staff on emergency protocols.

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field.
• Proven experience in Front Office roles within the hospitality industry.
• Previous working experience in a truly global work environment is essential.
• Strong problem-solving abilities and a commitment to guest satisfaction.
• Excellent communication, interpersonal, and team leadership skills.
• Proficiency in hotel management software (Opera).
• Strong management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Adept at data analysis and using insights to drive decision-making.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Fluency in verbal and written English is essential.
• Must be a highly capable user of Microsoft office programs including Excel, Word, PowerPoint and Outlook.