Front Office Manager-Ibis styles at Fairmont Hotels & Resorts

We are looking for a dynamic, forward-thinking and pro-active Front Office Manager of Front Office responsible for both strategic and operational requirement of the function. This is a fantastic opportunity to further develop competencies and learning in many areas and functions within Front Office. Be part of a team focussed on driving successful business results.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning opportunities through our Academies and the opportunity to earn qualifications while at work.
• Opportunity to develop your talent and grow within your property and across the world.
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21.

What you will be doing:

• To ensure that customer complaints are addressed as soon as they are mentioned.
• To ensure that services offered is consistent and excellent
• To ensure that guest feedback are well recorded in the handover diary.
• To ensure that proper follow up is done for all guest complains within 10mins
• Review guest feedback forms each morning
• To respond to guest’s special requests, needs, problems, issues to all departments and concerns to ensure optimal level of guest satisfaction and repeat business
• To provide constant feedback to management on all junior team members performance
• To ensure the team is multi skilled Keeps track of the standard of services delivered, based on guest comments and quality audits
• Is actively involved in the local area to keep up-to-date with specific issues and needs
• Tracks developments in competitor hotels
•  Maintains excellent relations with suppliers
• Ensures quality of service and the fulfilment of the  brand's quality promise  
• To ensure the dress code is maintained by the departmental staff
• To ensure that the forecast is prepared and communicated on a daily, weekly, monthly and yearly
• To ensure that professional relationship with repeat guest is maintained
• To ensure the SOP manual is up to date and well communicated to the team
• To ensure the departmental expenses are well controlled
•  To ensure the department is run within the budget
• To monitor the departmental Profit and Loss and integrate when overspend
• To observe all health and safety and Fire Regulations
• To prepare the departmental Standard operating procedures
• To ensure that all hotel policies are adhered to
• To ensure job specification and job descriptions for all team members
• To keep a record of staff logging in and out, public holidays, sickness and leave records while keeping a detail of any trends and report any discrepancy to the HR Manager
• To ensure that every team member does training for not less than 7 times a year as per the HR calendar
• To ensure that induction is done as per the ibis styles Standards
• To ensure that confirmation after probation is done in a timely manner
• To do a departmental annual appraisal
• Train, motivate, supervise, coach, develop, empower and guide the team
• To provide constant feedback to management on all junior team members performance
• To ensure the team is multi skilled
•  Keeps track of the standard of services delivered, based on guest comments and quality audits
• Is actively involved in the local area to keep up-to-date with specific issues and needs
• Tracks developments in competitor hotels
• Maintains excellent relations with suppliers 
• Ensures quality of service and the fulfilment of the brand's quality promise    
• Keeps track of the standard of services delivered, based on guest comments and quality audits
•  Is actively involved in the local area to keep up-to-date with specific issues and needs
• Tracks developments in competitor hotels
• Maintains excellent relations with suppliers 
• To ensure that customer complaints are addressed as soon as they are mentioned.
• Ensures quality of service and the fulfilment of the brand's quality promise                                                                                                                                                                                                         

Your experience and skills include:

• Bachelors/Diploma Holder in Hotel and Institution Management or Qualified Certificate Holder /any related qualifications.
• Minimum of 5 years’ experience working as an Assistant Office Manager
• Fluency in English
• Proficiency in Microsoft Office Software:  Word and Excel
• Proficiency in SAN and OPERA systems