Job Title: Front
Office Manager
Office Manager
Organisation: Q-Sourcing
Limited
Limited
Duty Station: Kampala,
Uganda
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.
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
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.
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.
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.
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.
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.
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
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
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 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
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
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
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
Liaise
with your work colleagues to promote departmental efficiency
·
Take
part in staff briefings and training within the department, as and when
required
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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.
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 great Guest Service
·
A total
commitment to team working
A total
commitment to team working
·
Computer
literacy skills
Computer
literacy skills
·
Experience
within Guest Relations/administrative environment
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 [email protected]. Please kindly mark your application as
“Application _ Front Office Manager” in the subject line of your
email.
meet the criteria outlined as above are encouraged to send a comprehensive CV
by e-mail to [email protected]. 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.
Servtec is an equal opportunity employer. Any solicitation will lead to
disqualification.
Deadline: 3rd April 2019 by 5:00pm
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