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FRONT OFFICE MANAGER
Zuri Zanzibar Hotel & Resort – a member of Design Hotels
Boasting some of the Archipelago’s finest offerings, the Zuri Zanzibar Hotel & Resort will open in May 2018 as Africa’s most exciting new hotel development project (a member of Design Hotels – SPG / Marriott).
Take a Sneek Peek at Zuri Zanzibar Hotel & Resort
Location:
Zanzibar, the spice islands Archipelago, Unguja, Pemba and Mafia, is in the Indian Ocean, 50km off the Eastern coast of Tanzania.
Northern tip of Zanzibar island, 1.5 hours by car from Kisani International Airport (ZNZ).
The island of Unguja, commonly named Zanzibar, is an amazing and beautiful place from a preserved nature point of view and was for centuries at the crossroads of trading routes between Europe, Africa and the South-East Asia, which gives her unique cultural points of interest.
Zanzibar, the spice islands Archipelago, Unguja, Pemba and Mafia, is in the Indian Ocean, 50km off the Eastern coast of Tanzania.
Northern tip of Zanzibar island, 1.5 hours by car from Kisani International Airport (ZNZ).
The island of Unguja, commonly named Zanzibar, is an amazing and beautiful place from a preserved nature point of view and was for centuries at the crossroads of trading routes between Europe, Africa and the South-East Asia, which gives her unique cultural points of interest.
About Zuri Zanzibar – in a nutshell:
Design by Jestico & Whiles from London, sustainable use of materials, an African chic & style feel, slow-food wine & dine, layback and barefoot dress-code.
55 exclusive and free-standing villa’s, restaurants and bars, 300 meters of private, pristine beach, a lush spice garden, and gorgeous African sunsets.
Luxury hotel development by a stable and leading international investment house from Europe seeking to grow its investment portfolio of luxury and unique independent hotels, supported by Owner managed central services.
Wanted – unique and service-driven luxury hoteliers:
You are a hotelier driven by curiosity for the unexplored while guided by non-compromised principles when it comes to humanic norms and values.
You feel at your best with trendy and hip hotels which are strong on lifestyle F&B, such as Buddha Bar, Do & Co, or likewise independent hotels which have built their own brand Рyou are NOT an old-school luxury hotelier from the Adlon in Berlin, H̫tel Ritz in Paris or the Savoy in London.
You have minimum 3 years of experience in the advertised role; having worked in East Africa and pre-opening is a big plus.
You have excellent knowledge of English and ideally other languages (French, German, Spanish).
You are hardworking and dedicated, flexible attitude and able to adapt to new working environment/culture, understand that personally following up on issues is an imperative factor for success in the workplace, meticulous and precise, and charming & personable with excellent people & communication skills.
Design by Jestico & Whiles from London, sustainable use of materials, an African chic & style feel, slow-food wine & dine, layback and barefoot dress-code.
55 exclusive and free-standing villa’s, restaurants and bars, 300 meters of private, pristine beach, a lush spice garden, and gorgeous African sunsets.
Luxury hotel development by a stable and leading international investment house from Europe seeking to grow its investment portfolio of luxury and unique independent hotels, supported by Owner managed central services.
Wanted – unique and service-driven luxury hoteliers:
You are a hotelier driven by curiosity for the unexplored while guided by non-compromised principles when it comes to humanic norms and values.
You feel at your best with trendy and hip hotels which are strong on lifestyle F&B, such as Buddha Bar, Do & Co, or likewise independent hotels which have built their own brand Рyou are NOT an old-school luxury hotelier from the Adlon in Berlin, H̫tel Ritz in Paris or the Savoy in London.
You have minimum 3 years of experience in the advertised role; having worked in East Africa and pre-opening is a big plus.
You have excellent knowledge of English and ideally other languages (French, German, Spanish).
You are hardworking and dedicated, flexible attitude and able to adapt to new working environment/culture, understand that personally following up on issues is an imperative factor for success in the workplace, meticulous and precise, and charming & personable with excellent people & communication skills.
Job Objective:
In charge of all Front Office operations of the hotel.
All communication with central reservations office and input of bookings in system.
In charge of staffing, schedules and training of Front Office staff.
Ensure all Front Office SOP are being followed up as per company standards.
Making sure all arrivals, departures and special requests are properly organized and coordinated.
Position also requires a guest relations focus within the hotel, communicating with guests to identify any problems and to ensure that they are enjoying their stay.
Responsible for ensuring all special events, VIPs, etc are properly coordinated.
In charge of all Front Office operations of the hotel.
All communication with central reservations office and input of bookings in system.
In charge of staffing, schedules and training of Front Office staff.
Ensure all Front Office SOP are being followed up as per company standards.
Making sure all arrivals, departures and special requests are properly organized and coordinated.
Position also requires a guest relations focus within the hotel, communicating with guests to identify any problems and to ensure that they are enjoying their stay.
Responsible for ensuring all special events, VIPs, etc are properly coordinated.
Summary of Responsibilities:
General
To oversee the entire Front Office department and ensure that the day-to-day operations flow efficiently and consistently so as to achieve maximum guest satisfaction.
To track occupancy statistics on a daily basis to ensure that the hotel achieves maximum room revenues as per the budget.
To assign rooms to ensure maximum occupancy and assist with special requests and send daily reports for reservations office.
To ensure that all guest inquires and complaints have been promptly addressed.
To ensure that dissatisfied guest is acknowledge immediately and attended to without delay.
To participate in the daily morning brief and advise all department heads about the daily arrivals and departures etc.
To spot check all employee’s performances including night shifts to ensure that the staff are awake and doing their jobs properly.
To ensure presence in the Front Office at all times. This requires coordination with the Villa hosts, and Operations Management.
To ensure that all staff report on time and to track the weekly attendance.
To ensure that fair and equitable discipline for all Front Office staff is maintained in accordance with the hotel’s disciplinary procedure.
To follow the duty roster. This includes Duty Manager and Morning Management shifts. Any changes to the duty roster must be approved by the Operations Manager.
To assist guests with problems when necessary.
To be thoughtful and creative with room allocation to ensure maximum occupancy and availability in the different villa types.
To oversee the entire Front Office department and ensure that the day-to-day operations flow efficiently and consistently so as to achieve maximum guest satisfaction.
To track occupancy statistics on a daily basis to ensure that the hotel achieves maximum room revenues as per the budget.
To assign rooms to ensure maximum occupancy and assist with special requests and send daily reports for reservations office.
To ensure that all guest inquires and complaints have been promptly addressed.
To ensure that dissatisfied guest is acknowledge immediately and attended to without delay.
To participate in the daily morning brief and advise all department heads about the daily arrivals and departures etc.
To spot check all employee’s performances including night shifts to ensure that the staff are awake and doing their jobs properly.
To ensure presence in the Front Office at all times. This requires coordination with the Villa hosts, and Operations Management.
To ensure that all staff report on time and to track the weekly attendance.
To ensure that fair and equitable discipline for all Front Office staff is maintained in accordance with the hotel’s disciplinary procedure.
To follow the duty roster. This includes Duty Manager and Morning Management shifts. Any changes to the duty roster must be approved by the Operations Manager.
To assist guests with problems when necessary.
To be thoughtful and creative with room allocation to ensure maximum occupancy and availability in the different villa types.
Room Reservations
To ensure that the daily email correspondence regarding reservations has been promptly responded to.
To ensure that the rooming lists are updated constantly if there are any changes. These must contain accurate information regarding VIP, room occupancy, honeymooners, twin beds etc.
To ensure that you clearly understand the room types, applicable rates, discount, rate structures, and rate policies.
To ensure that you are knowledgeable about all local and international travel agents/tour operators and perform site inspections when necessary.
To ensure that bookings are in the system and contain correct information.
To ensure that bookings are updated with any amendments or cancellations.
To liaise with the Financial Controller to ensure that all local and international bookings are correctly invoiced.
Special rates discounts can only be authorized on an individual basis and must be approved by the GM/Head Office.
To check the room tariff on a daily basis to ensure that all rates are correctly entered. This is done in conjunction with the Financial Controller – to meet daily.
To ensure that all documents and bookings are filed correctly and kept in order.
To ensure that all estimated arrival and departure times are established.
To prepare the total bed night and occupancy projection reports and distribute to the correct individuals as per the required schedules.
To prepare the VIP list and ensure specials are given as required by VIP type.
To issue correct rooming lists to all department heads. If changes are made, then you must ensure that they receive the changes.
To ensure that the rooming lists are updated constantly if there are any changes. These must contain accurate information regarding VIP, room occupancy, honeymooners, twin beds etc.
To ensure that you clearly understand the room types, applicable rates, discount, rate structures, and rate policies.
To ensure that you are knowledgeable about all local and international travel agents/tour operators and perform site inspections when necessary.
To ensure that bookings are in the system and contain correct information.
To ensure that bookings are updated with any amendments or cancellations.
To liaise with the Financial Controller to ensure that all local and international bookings are correctly invoiced.
Special rates discounts can only be authorized on an individual basis and must be approved by the GM/Head Office.
To check the room tariff on a daily basis to ensure that all rates are correctly entered. This is done in conjunction with the Financial Controller – to meet daily.
To ensure that all documents and bookings are filed correctly and kept in order.
To ensure that all estimated arrival and departure times are established.
To prepare the total bed night and occupancy projection reports and distribute to the correct individuals as per the required schedules.
To prepare the VIP list and ensure specials are given as required by VIP type.
To issue correct rooming lists to all department heads. If changes are made, then you must ensure that they receive the changes.
Procedures
To conduct the welcome to the guests during check in.
To liaise with the Executive Housekeeper with regards to special requirements for the rooms, room moves, guest complaints, and late/expected checkouts… twin beds, extra beds etc.
To immediately communicate with the Maintenance Department regarding any
guest complaints and noting it in the Guest Incident files.
To assist with any transfer information and communicate appropriately to Villa hosts.
To ensure that that wakeup calls, luggage pick up, and room service orders are properly administered.
To ensure that the guest register is correct at all times.
To maintain a high standard of cleanliness, tidiness and smart appearance of all staff and working areas within the Front Office.
To ensure that the necessary manual backup and contingency plans are maintained.
To conduct the welcome to the guests during check in.
To liaise with the Executive Housekeeper with regards to special requirements for the rooms, room moves, guest complaints, and late/expected checkouts… twin beds, extra beds etc.
To immediately communicate with the Maintenance Department regarding any
guest complaints and noting it in the Guest Incident files.
To assist with any transfer information and communicate appropriately to Villa hosts.
To ensure that that wakeup calls, luggage pick up, and room service orders are properly administered.
To ensure that the guest register is correct at all times.
To maintain a high standard of cleanliness, tidiness and smart appearance of all staff and working areas within the Front Office.
To ensure that the necessary manual backup and contingency plans are maintained.
Communication
To immediately relay any important information concerning guests to the management, especially when there are any complaints.
To correctly learn all opening times and facilities offered at the hotel so as to be able to correctly inform guests when asked.
To ensure that any messages for guests are delivered immediately.
To be able to communicate effectively with staff regarding any internal policies, procedures or direction from management.
To ensure that General Manager is aware of all staff and guest concerns and/or complaints.
To report any malfunctioning equipment.
To immediately relay any important information concerning guests to the management, especially when there are any complaints.
To correctly learn all opening times and facilities offered at the hotel so as to be able to correctly inform guests when asked.
To ensure that any messages for guests are delivered immediately.
To be able to communicate effectively with staff regarding any internal policies, procedures or direction from management.
To ensure that General Manager is aware of all staff and guest concerns and/or complaints.
To report any malfunctioning equipment.
Job Requirements:
Hotel school diploma or degree in hotel management or related field.
Proven working experience in 5-star hotels as a Front Office Manager, more than 3-5 years of experience in this position.
Experience in Tanzania and/or East Africa and Preopening would be a big plus.
Working knowledge of various computer software programs (MS Office, PMS and on-line booking technology).
Well trained in setting up material control, and liasing with cost controlling.
Competence to build and effectively manage interpersonal relationships at all levels of the company (also labour unions), and to make effective and arguable descisions (a team of 200 to 250 people).
Experienced in performance management applying USALI, very patient & able to train and supervise the staff within their department, and essentialy being meticulous and precise.
Excellent knowledge of English.
Hotel school diploma or degree in hotel management or related field.
Proven working experience in 5-star hotels as a Front Office Manager, more than 3-5 years of experience in this position.
Experience in Tanzania and/or East Africa and Preopening would be a big plus.
Working knowledge of various computer software programs (MS Office, PMS and on-line booking technology).
Well trained in setting up material control, and liasing with cost controlling.
Competence to build and effectively manage interpersonal relationships at all levels of the company (also labour unions), and to make effective and arguable descisions (a team of 200 to 250 people).
Experienced in performance management applying USALI, very patient & able to train and supervise the staff within their department, and essentialy being meticulous and precise.
Excellent knowledge of English.
Rewarding Experience & Compensation:
Enjoy a lasting, unique and memorable life experience, and mark your career by being part of Africa’s leading hotel development project.
Opportunity for balanced personal and career growth, both with the Zuri Zanzibar Hotel & Resort and new hospitality projects being developed in Europe by the Owning Company
Excellent package including a great salary, private accommodation, full board, visa, work permit, all insurances incl. repatriation insurance, on-site medical service, annual holiday entitlement (25 working days per year) with flight tickets.
Enjoy a lasting, unique and memorable life experience, and mark your career by being part of Africa’s leading hotel development project.
Opportunity for balanced personal and career growth, both with the Zuri Zanzibar Hotel & Resort and new hospitality projects being developed in Europe by the Owning Company
Excellent package including a great salary, private accommodation, full board, visa, work permit, all insurances incl. repatriation insurance, on-site medical service, annual holiday entitlement (25 working days per year) with flight tickets.
Application Procedure:
Please click on the below link and follow the instructions how to apply.
We will send you an automatic acknowledgement of receipt.
Once shortlisted, we will invite you for a video call interview, to get to know you and see how we can help you, either for this opportunity or a next opportunity.
Further steps are an assessment interview (on-line), and finally a direct interview with the employer (either via video call) or in person.
Should you not hear from us within the next 14 days we regret that your application has been unsuccessful.
Please be assured of our commitment to confidentiality, and considering your application with the same care and attention you have put into.
Please click on the below link and follow the instructions how to apply.
We will send you an automatic acknowledgement of receipt.
Once shortlisted, we will invite you for a video call interview, to get to know you and see how we can help you, either for this opportunity or a next opportunity.
Further steps are an assessment interview (on-line), and finally a direct interview with the employer (either via video call) or in person.
Should you not hear from us within the next 14 days we regret that your application has been unsuccessful.
Please be assured of our commitment to confidentiality, and considering your application with the same care and attention you have put into.
About Hotel Talent Search:
We offer a recruitment service exclusively serving independent hotels and restaurants which are operated by Ownership as a free-standing business, possibly with a private label in case of more units than one, also supported through a marketing platform such as Leading or Preferred Hotels, Relais & Chateaux and SLH.
We offer a recruitment service exclusively serving independent hotels and restaurants which are operated by Ownership as a free-standing business, possibly with a private label in case of more units than one, also supported through a marketing platform such as Leading or Preferred Hotels, Relais & Chateaux and SLH.
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