About the job

Position Overview:

The Front Office Manager at Zuri Zanzibar is a vital role responsible for ensuring the smooth and

efficient operations of the front desk and providing exceptional guest service. Additionally, this

position serves as the backup Operations Manager, stepping into this role when required. The right

candidate must possess strong leadership, organizational, and problem-solving skills to effectively

manage the front office department and support the overall operations of the resort.

Key Responsibilities:

• Oversee the day-to-day operations of the front office department, including reception, operator, guest services, and porter services.
• Assume the responsibilities and duties of an Operations Manager in their absence, ensuring the seamless continuation of resort operations.
• Manage, train, and motivate a team of front office staff to provide excellent customer service and maintain a high level of professionalism at all times.
• Ensure efficient check-in and check-out processes by implementing and maintaining standard operating procedures.
• Resolve guest complaints and requests promptly and effectively, escalating issues when necessary.
• Maintain front office inventory of supplies, including key bracelets, stationery, and other necessary items.
• Collaborate with other departments, such as food and beverages, housekeeping, and maintenance, to ensure smooth interdepartmental communication and guest satisfaction.
• Implement and maintain health and safety protocols in accordance with company standards and local regulations.
• Stay updated with industry trends and best practices and come up with ideas related to front office operations to drive innovation and continuous improvement.

Qualifications and Experience:

• A minimum of 3 years of experience in a front office management role within the hospitality industry.
• Strong communication and interpersonal skills to effectively interact with guests, team members, and other departments.
• Excellent organizational and time management abilities to prioritize tasks and meet deadlines.
• Proven leadership skills with the ability to inspire and motivate a team.
• Problem-solving skills to address guest issues and resolve conflicts.
• Knowledge of reservation systems (Fidelio) and hotel management software.
• Understanding of health and safety regulations applicable to the hospitality industry.
• Ability to adapt to a fast-paced and dynamic work environment.
• Flexibility to work varying shifts, including weekends and holidays.