Michael Smith Email & Phone Number

Randburg, Gp, Za

South Africa

South Africa

Overseeing and managing all operations within the Branch. Ensuring overall customer satisfaction and upholding standards.

South Africa

Sandton

As the Assistant Front Office Manager, one should act as the bridge between the front and the back office. While coordinating the operation, you will also ensure that all guests experience a fantastic stay. An AFOM is to lead and manage all sections of the front office department in order to ensure the highest standards.Some of the AFOM duties and responsibilities are:Customer Satisfaction (Guest Feedback, Social Media Review).Financial Performance (Up selling, Room Revenue, Operation Auditing).Showing Initiative, Problem Solving, Staff Training, Team Leading.Manages and motivates the Front Office team in order to provide a high standard of service for customers.Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.Provide high level of customer service and maintain a high profile in the day to day front office operations.Ensure that personalized service is offered to each and every guest.Ensures that the pricing policy and internal audit procedures are duly applied. Supervises the management of debtors, group and individual guest invoicing and cash operations. Prepare monthly and daily revenue report and circulate to all HOD'sPrepare Room revenue and occupancy forecast take action on rate strategies.Is involved in recruitment of new team members for front office.Integrates and trains employees, providing support for skills development.Ensure team members have current knowledge of hotel products,services, facilities, events, pricing and policies and knowledge of the local area and events.Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR Have a good knowledge of all systems and standard operating procedures of front office.Furthermore an Assistant Front Office Manager assists the Front Office Manager in employee related matters such as evaluations and consulting.

A customer service agent is often the face of his employer. It is important for a customer service agent to ensure that each potential and existing customer have a pleasant experience. Acting as an extension of the firm’s brand and core values, this task is accomplished by treating each customer in a courteous manner, greeting them and answering every question in a pleasant and efficient manner.The resolution of customer issues and complaints are typically the responsibility of the customer service agent. In accordance with the old adage “the customer is always right,” the agent must treat even the most disgruntled customer with calmness and respect. He must identify the issues as quickly as possible, offering an appropriate resolution that satisfies the customer and is in compliance with company regulations. When issues are determined to be of a serious nature, he must collect all relevant information and relay it to the appropriate manager. All the while, he must actively work to calm the customer, assuring them the problem will be efficiently addressed.In many cases, a customer service agent is responsible for collecting all relevant customer data. This may include contact information, credit card or billing information, as well as detailed notes regarding the customer’s purchase history. This data is incredibly important, as it is often used by other areas of the firm, such as the marketing team, in an effort to generate future revenue through brochure mailings and other initiatives.

National Diploma, Hospitality Administration/Management

Diploma aimed at preparing leaders in this fast growing industry and focus on the management, customer service and relations, marketing.

Matric