Job Expired

The Front of House Manager is responsible for the management, supervision and co-ordination of all front of house activities and staff members, inclusive of restaurant, kitchen, wine cellar, SPA and Boma. The role is responsible for ensuring all front of house duties are carried out efficiently and to the highest standards of professionalism and customer service. The Front of House Manager must ensure that the Front of House delivers efficient customer service and creates a warm and welcoming atmosphere to all guests.

Key Responsibilities

Meet and greet all guests and ensure assigned rooms are prepared prior to guest check-in.
Carry out guest welcome briefings, lodge, and room orientation for arriving guests.
Provide exceptional hospitality and anticipating guest needs and or complaints.
Promptly address guests requests, enquiries, problems. Liaise with the General Manager to coordinate guest itineraries and resolve any issues.
Make sure guest arrivals, departures, wake-up calls and meals are coordinated between relevant departments.
Ensure accurate rooming of guests in the absence of a designated backup Front of House Manager or Host.
Ensure special needs guests, the elderly, children and VIPs, receive personalized and appropriate services.
Ensure all guests complete and sign indemnity forms for activities carried out at the property. File, wealth and update the General Manager on guests reports and reviews. Provide suggestions and solutions to improve guest service taking into consideration guests feedback.
Ensure all guests receive safety briefings and sign indemnity forms in accordance with company procedure.
Manage guest complaints, disputes and resolutions.
Ensure all medical and beverage services are properly coordinated and adhere to standard operating procedures and regulations.
Monitor stock receipts and invoices and ensure that all administration and controls relating to inventory are adhered to. Undertake monthly stock counts and submit stock sheets to relevant.
Ensure that all front of house stock levels meet the Hotel’s needs and that there is always adequate stock.
Monitor invoices, requisitions and receipts from all Front of House departments and ensure that consumption levels and costs are contained within the budget.
Proactively identify and develop stock methods to reduce front-of-house costs and improve efficiencies without compromising on quality of service.
Proactively resolve issues/conflict within the team or between the team and other departments. Always maintaining a professional, respectful manner.
Provide leadership and direction to all front of house staff. Lead by example in terms of professional conduct and appearance, hosting and servicing of guests and interaction with suppliers.
Identify and communicate training needs required to senior management. Work in collaboration with other departments to facilitate training programs to develop the desired results.
Provide continual feedback to staff on performance to encourage and motivate staff to carry out their tasks diligently and to the highest standards.
Undertake periodic performance reviews in line with company policies.
Ensure all staff adhere to current company health and safety and company policies and standards.
Induct new staff in accordance with the company induction policy.
Ensure all staff are familiar with all procedures.
Manage staff leave requests, agree and approve leave in conjunction with the Camp / Lodge General Manager.
Monitor staff rations and general awareness of staff kitchens.
Ensure staff are always dressed in clean and presentable.
Closely manage absenteeism in collaboration with the Human Resources Department.
Make sure that all restaurant and food and beverage services meet the Hotel’s standards and adhere to these.
Make sure that all food and beverage service staff have current food handling certificates.
Manage food preparations to ensure the best superior to the best but not limited to, and yet ensure clarity of the specifications and expectations of the Group.
Ensure all restaurant supplies and cost management of all bulk purchasing departments.
Ensure food hygiene, a proper cold chain and cleanliness standards are maintained throughout the supply chain.
Ensure all month-end procedures are carried out and reports submitted in accordance with deadlines. This includes stock takes, staff leave reports, guest reports, etc.
Conduct daily room checks to ensure accommodation and bathrooms adhere to set standards. Provide feedback to housekeeping staff and follow-up on issues to ensure that standards are maintained or corrective actions or issues observed.
Ensure adequate, appropriate and economical use of housekeeping cleaning materials.
Assist guests with luggage and all transfers to and from the property.
Ensure that all housekeeping and laundry service staff adhere to the company standards and procedures.

Requirements

Diploma or Degree in Hot House Management or Related
Prior experience in Front of House Hospitality.
Certificate in Basic First Aid.
Certificate in First Aid and Fire Fighting.
Basic knowledge and understanding of regulations and best practice relating to hospitality and tourism.
Driving License.
PRDP.