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Front Office Manager Bonanza Resort

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Bonanza Resort invites dedicated, passionate, creative and committed candidates to join its dynamic team for the following position;

Front Office Manager

Job Summary

Responsible for all front office functions and staff. Areas of responsibility include Concierge, Switchboard Operations, Guest Services/Front Desk, and coffee station, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CORE WORK ACTIVITIES

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.

Serves as a role model to demonstrate appropriate behaviors.

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Ensures recognition of employees is taking place across areas of responsibility

Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Maintaining Guest Services and Front Desk Goals

Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

Manages department controllable expenses to achieve or exceed budgeted goals.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Responds to and handles guest problems and complaints.

Observes service behaviors of employees and provides feedback to individuals and/or managers

Education and Experience

Minimum of a Grade 12 School Certificate and Diploma/Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration; 5 years experience in the guest services, front desk, or related professional area of which 3 years should have been at Senior Management level. Must possess One Yield Certification.

If you meet the above requirements, kindly email your cover letter  and CV to hr@bonanzaresort.co.zm on or before Wednesday June 9, 2021. Please indicate your salary expectations in your application.


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