About Company
African Sun Limited is a leading Pan-African hospitality company with a diverse portfolio of hotels, resorts, and casinos across Zimbabwe. With a rich history spanning decades, we are dedicated to providing unparalleled guest experiences and setting the benchmark for luxury and service excellence in the region. Our commitment extends beyond our guests to our employees, fostering an environment of growth, learning, and professional development. We believe in creating memorable moments, whether for a leisure traveler seeking relaxation or a business delegate attending a conference. Join our passionate team and become a part of a legacy that celebrates Zimbabwean hospitality.
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Job Description
We are actively seeking a dynamic and experienced Front Office Manager to lead our front-of-house operations at one of our prestigious hotels in Harare. This pivotal role requires an individual with exceptional leadership qualities, a passion for guest service, and a keen eye for operational efficiency. As the first and last point of contact for our guests, the Front Office Manager is instrumental in shaping their overall experience, ensuring every interaction is seamless, professional, and memorable. You will be responsible for overseeing all aspects of the front office department, including guest reception, reservations, concierge services, and bell desk operations.
Your leadership will be crucial in training, motivating, and supervising a team of dedicated front office professionals, empowering them to deliver the highest standards of service. You will develop and implement departmental policies and procedures, ensuring compliance with brand standards and regulatory requirements. A key part of your role will involve managing guest feedback, resolving issues promptly and effectively, and proactively seeking opportunities to enhance guest satisfaction. Furthermore, you will be responsible for managing departmental budgets, controlling costs, and optimizing revenue opportunities through effective room rate management and upselling strategies. This role is not just about managing; it’s about inspiring, innovating, and ensuring that our guests receive nothing short of a world-class hospitality experience that reflects the warmth and excellence of African Sun Limited. If you thrive in a fast-paced environment, possess an unwavering commitment to excellence, and are ready to take on a leadership challenge, we invite you to apply.
Key Responsibilities
- Manage and oversee all Front Office operations, including reception, reservations, concierge, and bell desk services.
- Recruit, train, mentor, and supervise a high-performing Front Office team, fostering a culture of excellence and guest-centric service.
- Ensure exceptional guest satisfaction by anticipating needs, resolving complaints efficiently, and personalizing guest experiences.
- Implement and maintain standard operating procedures (SOPs) to ensure consistent service delivery and compliance with brand standards.
- Monitor daily room inventory, occupancy rates, and room revenue to optimize profitability through strategic pricing and upselling.
- Handle guest check-ins, check-outs, and special requests with utmost professionalism and efficiency.
- Manage and maintain guest profiles and data in the Property Management System (PMS).
- Prepare departmental reports, analyze performance metrics, and provide insights for continuous improvement.
- Collaborate with other departments (Housekeeping, F&B, Sales) to ensure seamless guest experiences and operational efficiency.
- Ensure security protocols and emergency procedures are adhered to, maintaining a safe environment for guests and staff.
Required Skills
- Minimum of 4 years of progressive experience in front office operations, with at least 2 years in a managerial or supervisory role within a reputable hotel.
- Proven leadership and team management skills with the ability to motivate and develop staff.
- Exceptional customer service and interpersonal communication skills.
- Proficiency in hotel Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Strong problem-solving abilities and the capacity to handle challenging guest situations with grace.
- Excellent organizational and time management skills.
- Sound understanding of hotel operations, revenue management, and budgeting.
- Fluency in English (written and spoken).
Preferred Qualifications
- A Bachelor's degree or Diploma in Hospitality Management, Hotel Administration, or a related field.
- Experience working in a 4-star or 5-star hotel environment.
- Familiarity with local tourism and cultural aspects of Zimbabwe.
- Proficiency in additional local or international languages.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and career advancement within a leading hospitality group.
- Staff discounts on hotel stays, dining, and other services.
- A vibrant and supportive work environment.
- Meal allowance during working hours.
How to Apply
Interested and qualified candidates are encouraged to apply for this exciting opportunity. Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application.
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