Villa Rosa Kempinski is a Five Star luxury hotel situated on
Chiromo Road, the hotel is just a 5-minute drive to the city centre, and 20 km
from Jomo Kenyatta International Airport.The hotel boasts of 200
stylishly-designed and tastefully-decorated rooms and suites spread on 10 floors,
5 themed restaurants, varied conference rooms plus Kempinski The Spa.
Front Desk Agent
Job Details
The incumbent in this position is responsible for checking-in
and checking-out Hotel guests in a friendly and caring manner according to the
Kempinski procedures and Kempinski Experience Assessment (KEA)standards. At all
times, he/she must display a professional and positive image of the hotel as
they play a crucial role in the first and last impression the guest receives of
the hotel, Up-selling is focused on and executed in order to increase room
revenues, Shift closing is done properly, Ensure that Financial Policies and
Procedures are supported and followed.
Main Responsibilities
·
Check in the arriving guest and check
out the departing guests in a friendly and caring manner according to the
Kempinski and K (KEA) standards.
·
Ensure that KEA results are above the
set targets.
·
Upon check in, register guest and
assign rooms. Accommodate special requests whenever possible. If needed, assist
guests in completing the registration cards. Use suggestive selling techniques
to sell rooms and to promote other services of the hotel. Verify the guest’s
method of payment and follow established credit-checking procedures or refer
cash handling payment to cashiers.
·
Upon departure of guests, process the
guest check out procedures. Inquire for last minute charges. Receive payment
from guests. Settle the guest account and give copy of the invoice.
·
Handle all front office cashiers’
transactions such as posting charges to guests and exchanging foreign currency
according to the procedures. At the end of shift, balance their cash float.
·
Answer all guest requests and
questions in a friendly and caring manner, whether by telephone or in person,
provide/receive information and takes appropriate actions or refer the matters
to the relevant persons to handle. It may be and not inclusive of issuing a
safe deposit box, handling messages or dealing with a complaints.
·
Coordinate room status updates with
the housekeeping department by notifying them of late check-outs, early
check-ins and special requests.
·
Keep themselves informed of product
and service knowledge as well as the hotel daily and meeting activities.
·
Possess a working knowledge of the
room reservation procedures.
·
Maintain the neatness of his/her
working area.
·
Additional responsibilities and tasks
can be added at any time according to the needs of the business and of the
hotel.
Qualifications
·
Diploma in Hotel Management/Front
Office Operations
·
Two years experience in a similar
role and proven track record may be considered in lieu of specialised education
·
Preferably as Section Head in 5-star
property.
·
Good Communication skills
·
Knowledge and experience in the use
Fiderio and Opera
·
Proficiency in Excel and Word.
·
Knowledge in a foreign language will
be a distinct advantage
·
Presentable, well spoken individual
·
Pleasant and outgoing personality
·
Mature & Customer focused.
·
Excellent grooming skills and must be
well versed in professional and personal etiquette
·
Fluent speech skills
How to Apply
Bartender
Reporting to the Assistant Food & Beverage Manager/Director
of Food & Beverage, the Bar Manager will be responsible for producing an
outstanding guest experience within the outlet concept by managing a service
team. He will provide a courteous, professional and efficient service in
accordance with the outlet, hotel and Kempinski standards, driving sales and
maximises profit.
Key Responsibilities
·
Responsible for Assistant Bar
Manager, Bartenders, Barmen / Barmaids, Host / Hostess.
·
Understand thoroughly the concept of
the bar and train all employees of the outlet in regard to the concept.
·
Set an example in terms of service
and products knowledge.
·
Prepare the bar menu design in
cooperation with the bartending team.
·
Organise tastings of new menus.
·
Have an excellent understanding of beverages
in general including ingredients and techniques to ensure the right beverage /
cocktail / spirit can be recommended.
·
Have an excellent understanding of
both classic and modern cocktails, their recipes and history.
·
Participate in supplier meetings to
negotiate beneficial agreements for the hotel or respective areas to ensure the
best possible prices.
·
Hold monthly trainings to the Food
& Beverage team to ensure product knowledge is fostered.
·
Develop cocktail specials, signature
drinks and foster creativity and innovation within the bartending team.
·
Perform up selling for all items
offered by the department assigned as well as offering alternatives.
·
Be knowledgeable of all services and
products offered by the hotel.
·
Be knowledgeable to operate the existing
POS system based on the trained responsibility level as assigned in the
department.
·
Produce reports and analysis of the
outlet and present report in the monthly performance meeting.
·
Lead the outlet efficiently in cost
and expenses, constantly delivering the highest quality as well as driving high
top line revenue and profit.
·
Assist in preparation of the outlet’s
budget.
·
Conduct monthly inventory of
operating supplies and equipment together with the stewarding department.
·
Obtain an account for the correct
settlement of all sales and be overall responsible for outlet floats when and
as required.
·
Monitor operating supplies, equipment
and reduce spoilage and wastage successfully.
·
Handle guest enquiries and complaints
in the outlet in a courteous and efficient manner and report to Head of
Department / Assistant Head of Department ensuring that the follow up is
performed with the guest.
·
Ensure that the opening and closing
procedures established for the outlet are followed.
·
Additional responsibilities and tasks
can be added at any time according to the needs of the business and of the
hotel.
Qualifications
·
Diploma/Higher Diploma in Food &
Beverage Management or related field.
·
Minimum of 3-5 years’ experience in a
similar role.
·
Proficiency in Excel, Word and Power
point.
·
Strong knowledge of beverages
(cocktails, liquors, wine, etc.)
·
Excellent written and verbal
communication skills.
·
Ability to identify and delegate
tasks effectively.
·
Excellent organizational and time
management skills.
·
Applies a professional, confidential
and ethical approach at all times.
·
Works in a safe, prudent and
organized manner.
·
Ability to work independently, thrive
under pressure in challenging circumstances and come up with proactive,
rational solutions.
How to Apply
Guest Service Center Agent
Reporting to the telephone supervisor,the incumbent will be
responsible for answering all incoming calls originating from within and
outside the hotel in a friendly and caring manner according to the Kempinski,
ensure that LQA (Leading Quality Assurance) audit results are 85% and above,
CSS (Customer Satisfaction Survey) results are rated on an average with “5” and
above, Telephone system is always well maintained and Telephone lists are up to
date.
Key Responsibilities
·
Answer all incoming calls, connect
them to the appropriate extension in an efficient, friendly and caring manner
according to the Kempinski standards.
·
Write down messages accurately for
our guests and deliver messages in a timely manner.
·
Handle guests’ requests for DND (Do
Not Disturb) and confidential status.
·
Handle personal wakeup call requests
for guests according to the LQA standard and automatic wakeup call requests for
group and crew guests.
·
Answer all guest questions / requests
in a friendly and caring manner, take appropriate actions or if needed, refer
the matters to the relevant persons to handle. It may be providing information
or assistance to make an outside call or handling a complaint, etc.
·
In case of emergency, handles all
communications for the hotel whilst serving as the communication center.
·
Keep a complete record of each DDD
(Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with
front office reception all telephones charges to ensure they are billed and
collected from guests.
·
Monitor TV channels in addition to
outlets’ and public area’s music to ensure smooth and proper functioning.
·
In case of emergency, handle all
communications for the hotel whilst serving as the communication center.
·
Keep abreast of telephone directory,
new staff and leavers, emergency procedures, special promotions and general
hotel product knowledge.
·
Maintain the neatness of their
working area at all time.
·
Additional responsibilities and tasks
can be added at any time according to the needs of the business and of the
hotel.
Qualifications
·
Basic Certification in Front Office
Operations.
·
One-year experience in a customer
service-oriented position.
·
Local language – excellent oral and
written skills (as applicable)
·
English – excellent oral and written
skills
·
Additional language – beneficial
·
Listening and oral skills
·
Listen attentively and speak clearly
·
Writing skills
·
Basic knowledge of Hotel Business
Operations
·
Microsoft Office Applications
·
Opera PMS
How to Apply