Front Office Manager Job Placement – Q-Sourcing Limited (Hotels)
Job Title: Front Office Manager
Organisation: Q-Sourcing Limited
Duty Station: Kampala, Uganda
About US:
Q-Sourcing Limited is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Rwanda, Tanzania and South Sudan. They are recruiting for a valuable client based in Kampala.
Job Summary: The Front Office Manager is accountable to the Hotel Sales Manager and ultimately to the General Manager
Key Duties and Responsibilities:
- Manage the day to day operations of the Hotel front desk and back office and the staff within this department.
- Implement, monitor and adapt procedures within these areas to ensure a smooth operation at all times and consistency of outstanding customer service. This will include communication techniques, sales methods, opening and closing procedures and strong systems management.
- In conjunction with the Sales Manager, conduct tours for potential weddings, conferences and events.
- Maintain an awareness of staff development, encouraging and offering guidance where necessary. Initiate any necessary training when required.
- Operate the multi-line switchboard, responsible for directing calls to the most relevant department and/or individuals within the hotel.
- Aim to answer all calls to the switchboard within 3 rings, and at a maximum 5 a manner that promotes professionalism and guest expectations at all times
- Maintain client and company confidentiality at all times
- Be aware of all the Hotels facilities and services, to ensure helpful and accurate information is relayed to guests
- Be aware of current promotions, events and schemes within the hotel and highlight these details to the guest
- In cases where the guest requires a brochure of the facilities and services available by post, take accurate contact details for the mailing list and ensure this sent out on the day of the enquiry and to the company standard
- Deal with complaints in accordance with the guidelines laid down in the Staff Handbook and departmental procedures
- Liaise with your work colleagues to promote departmental efficiency
- Take part in staff briefings and training within the department, as and when required
- Ensure all shift end information is prepared for the next day and a handover is always completed
- Monitor payment deadlines on all accommodation and event bookings, ensuring 3- and 1-day checks are carried out daily
- Carry out cash and other payment transactions in line with company procedures and maintaining security and guest confidentiality at all times
- Ensure system accuracy through correct entry of all data following company guidelines and procedures
- Any incoming communications, through whatever channels, to be responded to or dealt with on the same day
- Without exception, take ownership of enquiries and ensure that commitments are offered and met
- Liaise with the Food and Beverage department regarding any residential or event information outstanding or in need of confirmed arrangements
- Conduct check-ins and check-outs offering a warm welcome, any necessary information and assistance to the apartments
- Ensure that exceptional guest service skills are practised at all times, following guidelines shown within the Staff Handbook
- The post holder is expected to undertake other duties commensurate with the post as and when directed, and may be required to fulfil such duties in more than one location
Hotel Policies
- At all times personal conduct and behaviour should be conducive to creating an environment which promotes a good team ethic within the department
- Act in accordance with rules and guidelines specified within the Staff Handbook, paying particular attention to the Guest Relations section
Health & Safety
- Take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions at work
- Co-operate with the company, as far as possible, to conform and comply with any duty or requirement imposed as a result of any law which may be in force regarding health and safety
Qualifications, Skills and Experience:
- The ideal candidate must hold a bachelor’s degree in Hotel management, Business administration or marketing field
- At least three to four years’ experience as an outgoing and friendly personality, pride in the company and their position hotel head receptionist experience or front of house management.
- A total commitment to great Guest Service
- A total commitment to team working
- Computer literacy skills
- Experience within Guest Relations/administrative environment
How to Apply:
All candidates who meet the criteria outlined as above are encouraged to send a comprehensive CV by e-mail to cv@qsourcing.com. Please kindly mark your application as “Application _ Front Office Manager” in the subject line of your email.
NB: Q-Sourcing Servtec is an equal opportunity employer. Any solicitation will lead to disqualification.
Deadline: 3rd April 2019 by 5:00pm
: List of Current Job Vacancies / Opportunities in Uganda
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