F & B Cost Controller
Job Summary
Club Lounge Agent
Assistant Banquets Manager
Front Office Supervisor
Night Auditor
Assistant Chief Engineer
Barista
Bartender
Barman
Assistant Executive Housekeeper
BMS Engineer
Boiler Operator
General Cashier
Butler
Hostess
Assistant Credit Controller
Assistant Food & Beverage Manager
Head Concierge
Banquets Coordinator
Job Summary
Responsible for auditing and
controlling food & beverage accounts and control documents. Among other
functions, he/she ensures that the summary and discrepancy reports prepared and
produced are correct. Will do stock take, prepare consumption reports and cost
menus in conformity with requirements.
Qualifications
·
The ability to work in a team as well
as individually
·
Sound decision making
·
Excellent written and verbal
communication skills
·
Good attention to detail
·
The ability to work under pressure
and to deadlines
·
Good IT skills
·
Level 2 Diploma in Credit Management
·
CPA Qualification
·
Double entry book keeping
·
Basic costing principles
·
Purchase, sales and general ledgers
Responsibilities
·
Achievement of systems and controls
that flow easily without disrupting the operation of the food and beverage
facility
·
Accurate and timely reporting of
finances
·
Food and beverage stock control in
all bars and stores.
·
Computer operations control in points
of sales systems.
·
Analysis of consumption data.
·
In conjunction with the Executive
Chef & F&B manager, provides analysis of F&B stores consumption to
handle the ordering of Food and Beverage as exact as possible.
·
Input in the computer all bar stock
received.
·
Maintain the food inventory updated
on a daily in cooperation with the Executive Chef.
·
Carry out spot-checks on the hotel
stores rotating stock-takes.
·
Carry out checks on storing
operations and receivables.
·
Input in the computer all the
requesitions.
·
Control and ensure that not one item
goes out from the stores without requisition.
·
Accounts for any stock transfer
between onboard locations.
·
Inputs physical bar stock counts into
the computer system and analyze results highlighting the discrepancies for
additional counts or reviews.
·
Hold minimum each second day a spot
check on physical inventories held in the bars, food and beverage stores,
stores and day stores.
·
Monitors – controls tips and bonuses
to bar staff.
·
Compiles a physical inventory routine
for each food & beverage locations.
·
Prepares a report in the end of each
week to be signed by the F&B Manager and copy to the Chief Accountant.
·
Day to day supervision and management
of the responsibilities detailed above.
·
Spreading random audits and
reconciliation´s over the voyage and moving forward with new computer
installations and controls procedures, whilst tackling systems and financial
control problems, as these occur.
·
Run end of the day on all bar point
of sales workstations; distribute daily sales analysis reports as required.
·
Feed figures into spreadsheets format
to carry out the control functions described above.
·
Review “undefined” accounts.
·
Performs any other duty as requested
by his/her superiors.
·
Participate in the hotel’s social
responsibility programme
·
To adhere to strict grooming and
hygiene standards
Club Lounge Agent
Job Summary
The incumbent in this position is
responsible for checking-in and checking-out our guests on the Club Lounge/
Apartment Floor in a friendly and caring manner. At all time, he/she displays a
professional and positive image of the hotel as he/she plays a crucial role in
the first and last impression the guest will have of the hotel.
Qualifications
·
Diploma or Certificate in Front
Office Operations or Higher qualification in Hotel Management.
·
Must be computer literate – working
knowledge of office packages – word, excel.
·
Experience: A minimum of three (2)
years experience in a similar position, additional language ability is a plus /
Minimum of three (2) years experience with a noted Hotel/Brand.
·
Knowledge of cashier operations.
·
Knowledge of Hotel business
operations.
Skills
·
Communicate clearly and understand
the predominant language(s) of our guests.
·
Work in a standing position for long
periods of time (up to 6 hours).
·
Proficient in computer operations
including hotel management system, word, excel & outlook.
·
Good people management skills.
·
Must be flexible and adaptable to
change.
·
Demonstrate time management and
organizational skills.
·
Must be internally motivated and
detail oriented.
·
Must be able to work a flexible
schedule including days, weekends and holidays.
·
Punctuality and regular and reliable
attendance.
·
Honesty and Integrity.
·
Building teamwork.
·
Interpersonal skills; customer
service orientation, communication skills.
·
Writing skills: able to write welcome
letters and apologies to guests.
·
Listening & oral skills.
Responsibilities
·
Registers guests and assigns rooms,
accommodates special requests whenever possible.
·
Assists in pre-registration and
blocking of rooms for arrivals.
·
Thoroughly understands and adheres to
proper credit, checks cashing, and cash-handling policies and procedures.
·
Understands room status and room
status tracking.
·
Knows room locations, types of rooms
available and room rates.
·
Uses suggestive selling techniques to
sell rooms and to promote other services of the Hotel.
·
Coordinates room status, updates with
the Housekeeping Department by notifying them of all check outs, early check
ins, special requests and day-use rooms.
·
Prepare arrival reports and share
with the concerned departments.
·
Conduct room inspections and
coordinate your findings with the necessary departments.
·
Ensure the cleanliness and neatness
of the Club Lounge areas.
·
Possesses a working knowledge
of the reservation department, takes same day reservation and future reservation
when necessary. Knows cancellation procedures.
·
Uses proper telephone etiquette.
·
Uses proper mail, package, and
message handling procedures.
·
Attends daily briefings, does a
thorough verbal and written handover and is aware of daily activities taking
place in the Hotel.
·
Reports any unusual occurrences or
requests to Shift Leader or designated Manager.
·
Knows all safety and emergency
procedures.
·
Develops a thorough knowledge of
computer system, room allocation and types of rooms.
·
Stays up to date on room rates,
packages, discounts, and how to handle each as well how each relates to each
department.
·
Develops a detailed knowledge about
the Hotel staff, services and hours of operations.
·
Conduct daily courtesy &
departure calls.
·
Completes check in and check out procedures
efficiently.
·
Escorts guests to their rooms whilst
promoting the hotel and following all necessary procedures.
·
Obtains a cash float and keep it
balanced.
·
Post charges to guests’ accounts.
·
Handles cash, cheques, credit cards
and direct billing requests properly.
·
Transfers folios charged to city
ledger to each Company/TA account correctly.
·
Responsible for returning guests’
passports after scanning them immediately.
·
Coordinate with Transportation and
airport desk to ensure timely pick-up and drop-off of guests, if required
·
Uses proper vouchers to deal with
different front desk transactions (petty cash, meal and paid out vouchers).
·
Performs all duties and
responsibilities in a timely and efficient manner in accordance with
established company policies and procedures to achieve overall objectives of
this position.
·
Understands and strictly
adheres to the Rules & Regulations established in the Employees Handbook
and the Hotel’s policy on Fire, Hygiene and Health & Safety.
·
Ensures that a good relationship is
kept between all other departments.
·
Play and active role in the
implementation of new procedures and services.
·
Reports for duty punctually wearing
the correct uniform and name tag at all times.
·
Performs any other duties as assigned
to him/her by management.
Assistant Banquets Manager
Job Summary
The Assistant Banquets Manager
oversees all aspects of a banquet or event, including set-up, menu selection
and food presentation, serving, and cleanup while focusing on detail and
quality presentation and customer service. Assistant Banquet manager, in
liaison with the F&B Manager is also responsible for all aspects of
supervision of banquet staff including: hiring, training, coaching,
disciplining and reviewing banquet staff.
Qualification
·
Previous F&B experience required.
·
Previous supervisory experience
required.
·
Above average verbal and written
communication skills required.
·
Must possess computer skills with
knowledge of Microsoft Office.
·
Must possess outstanding guest
service skills.
·
Previous money handling experience
with basic math skills required.
·
Ability to organize/prioritize and
complete multiple tasks simultaneously.
·
Ability to make decisions and
accommodate a flexible work schedule.
Responsibilities
·
To be responsible for the banqueting
operation and assisting in the running of any other F&B outlet in the in
the absence of the Departmental Manager
·
Meet group coordinator/host(ess)
prior to function, make introduction and ensure that all arrangements are
agreeable.
·
To ensure that banquet rooms are laid
up to the required standard and as per the guest request as indicated on the
function sheets.
·
Regularly attends BEO meeting or
arranges for a representative to be present in your absence
·
Meet with the Chef and to review
scheduled group’s menu and equipment requirements.
·
Review sales for previous day and
resolve discrepancies with Accounting. Track revenue against budget.
·
Regularly monitor the inventory of
all F&B supplies and orders supplies when needed.
·
Always completes and signs for all
stock requisitions and continually monitors inventory costs against budget.
·
To approve the general stores
requisition, beverage requisition and the kitchen requisition as per weekly/
daily schedules planned.
·
To maximize the departments profits
together with controlling of the departmental costs, whilst maintaining service
standards and product quality.
·
To ensue efficient stock planning so
that wastage is minimized.
·
To take complete responsibility for
and /or report on any guest complaint; infraction of unusual situations etc. as
soon as possible.
·
To ensure that all necessary supplies
are ordered in a timely manner.
·
Ensure that company property is safe
to use, cleaned appropriately, and kept secure at all times.
·
Check storage areas for proper
supplies, organization and cleanliness. Instruct designated personnel to
rectify any cleanliness/organization deficiencies.
·
To identify training needs and to
liaise with the Training Manager in organizing training programmes for staff in
the department
·
To keep abreast with the competition
by conducting periodic competition and market surveys
·
To maintain and enforce such systems
and methods in the area of Banquet service as laid down by the management
·
To develop new and superior methods
of professional food and beverage service
·
To ensure that employees in the
department conform to house rules and policies of the Hotel
·
To run departmental staff briefings
daily, and staff meetings monthly.
·
To hire casuals for events,
conferences and to ensure that they are trained in accordance with the hotel
standards.
·
To carry out appraisals as per the
company appraisals system and to initiate the performance evaluation of his
subordinate staff
·
To be fully conversant with
disciplinary procedures and all other relevant human resources practices e.g.
sickness/absenteeism.
·
Continuously analyze actual standards
observed against department standards. Demonstrate a pro-active approach to
delivering company and operational standards and actively challenge deviation.
·
To develop interactive customer
relations and to be aware of any possible future requirements. To relay such
information and ideas to the Food & Beverage Manager/GM for the enhancement
of customer expectation.
·
To have a thorough knowledge of and
adherence to the law with regard to the following company regulations:
o
Fire regulations and procedures
o
Health and safety regulations
o
First aid procedures
o
Food Hygiene regulations
·
To participate in any training/development
schemes required by management
Front Office Supervisor
Job Summary
Oversees the Front Desk operations,
directs the staff in performing their duties and will also perform these duties
to include, but not limited to welcoming and registering hotel guests,
explaining the accommodations and establishing credit or method of payment,
billing/guest check outs, handling guest requests by accurately assessing the
guest needs and requests and then adding personal recommendations and touches
to achieve maximum customer satisfaction while complying with all Ole- Sereni’
policies.
Qualifications
·
Certificate in Front Office
Operations or Higher qualification in Hotel Management.
·
Must be computer literate – working
knowledge of office packages – word, excel.
·
Experience: A minimum of one (1) year
experience in a similar position in a hotel. Additional language ability is a
plus.
·
Have undertaken either internally or
through other sources the following course:
·
Basic Accountancy
·
Leadership
·
Customer Care / Hospitality
·
Communications Skills
Responsibilities
·
Monitor all activities of front desk
on everyday basis and ensure compliance to all policies and procedures to
maintain exceptional quality of services.
·
Responsible for the supervision of
guest check-in/check-out by ensuring that this is carried out with speed and
efficiency
·
Supervise working of all team members
and ensure achievement of all front office objectives according to the set
standards.
·
Ensure that guest requests are
communicated to housekeeping and guest relations for proper preparation prior
to check-in
·
Ensures that all arrivals of the day
have their rooms ready and their room keys cut and tested before arrival.
·
Ensures proper filling of guest
registration cards
·
Makes sure that room status is
updated frequently so as to show if rooms are clean, dirty or out of order and
make follow with the housekeeping team on readiness of arrival rooms.
·
Ensures speedy check-in of guests and
that all check-ins are logged into the system and guest information is updated.
·
Ensure that all deposits are
collected upon check in
·
Ensures guest messages are delivered
promptly to their rooms and that no parcels are left lying in the drawers or on
the desk.
·
Ensures that employees project
professionalism and provide friendly and efficient service.
·
Minimizes check out time by ensuring
that the guest bills for next day’s departures are ready in advance a copy sent
to the guest room by 1900hrs on the day before departure.
·
Ensure that any issues that require
management action e.g. complaints or compliments are logged in the handover
book.
·
Handles all guests’ complaints or
compliments at the front desk and seeks assistance from the Assistant Front
Office Manager if in difficulty.
·
Ensures that the float for the
cashiers is intact by conducting random audits.
·
Is responsible for maintaining store
and stationery stock levels in respect to the business volume.
·
Makes store and purchase requisitions
for the front office and forwards the same to the Front Office Manager for
approval.
·
To ensure that guest history record
is up-to-date at all times.
·
Monitors Internet / photocopier usage
at the business centre and charges others accordingly.
·
Daily checks the credit limit report
and seeks direction from the FOM on issues that he/she needs support over.
·
By leading the front office staff in
strict follow up of laid down procedures, he ensures customer satisfaction.
·
Is to be aware of all VIP arrivals for
the day and participate in their rooms’ inspection to ensure that they receive
special recognition and service at all times.
·
Facilitates cordial employee
relations by solving any disputes that may arise during the operation among
staff and reports the same to the Front Office Manager for further
action.
·
Maintains an atmosphere of
tranquillity at the Front Desk, never giving the impression that there is a
problem.
·
Identifies training and orientation
needs of the front office staff and implements training sessions in
coordination with the Asst Front Office Manager and the Training Manager.
·
Assumes overall responsibility for
maintaining front desk high standards by ensuring neatness, proper functioning
of equipment in clean and good repair and that constant maintenance and
check-ups are regularly carried out. In case of breakdown or failure the FOM
must be informed to organize for repair.
·
Ensures that policies and procedures
in regards to staff appearance, hygiene and etiquette are enforced.
·
Promotes room sales/in house
facilities to hotel guests as well as walk in guests and potential clients.
·
Give work directions, resolve
problems and prepare work/leave schedules.
·
To participate in any
training/development schemes required by management
·
Complies with hotel’s Health, Safety
and Hygiene policy.
·
Participate in the hotel’s social
responsibility programme
Night Auditor
Job Summary
Process daily audit of the hotels
financial data. Handle the requests and transactions of the hotel guests, and
coordinate with the other departments as necessary
Qualifications
·
At least 3 year of progressive
experience in a hotel or a related field required.
·
Previous supervisory responsibility
preferred.
·
Must be able to work independently
and with minimal supervision.
·
Knowledge of Accounting Principles.
·
Must be able to problem solve and
troubleshoot in order to resolve guest issues that may arise and respond to
emergency situations.
·
Must be able to evaluate and select
among alternative courses of action quickly and accurately
·
Must be effective in handling
problems in the workplace, including anticipating, preventing, identifying and
solving problems as necessary.
Responsibilities
Front Office
·
Responsible for the front desk
operation during the overnight shift
·
Cross check all bills posted to the
room and sign on the each and every bill which has been checked.
·
Ensure that all the cash bills, apart
from room settlement (If the Guest has paid cash) balance the cash collection
for extras in the report.
·
Please refer the cashier report at
front office module and balance the cash.
·
Ensure extras paid by cash are
recorded as cash paid and amount collected physically tallies with the system
generated bill.
·
Balances the cash in the front
office, and if the guest has paid or settled the bill through Credit card
ensure that the credit card slip is attached to the bill and the Bill amount
should tally with the credit card settled amount.
·
Ensure that room bills settled to
company before starting the night audit are settled to respective company as
per the contract.
Point of sales (All Outlet)
·
Collects all the outlet bills from
POS, Travel desk and laundry
·
Takes the report Settlement by bill
number in POS report option.
·
Check all the bills individually for
all the outlets and make sure that if a particular bill has settled to Cash,
there should be a cash collected seal on the bill by the cashier and if the
bill has settled by Credit card make sure that the credit card swiped statement
is attached (counter signed by the Guest).
·
If bills are posted to the room, make
sure that the guest signature is available in the bill and room number clearly
mentioned in the bill.
·
Balance the cash collection outlet
wise and make sure that all cash shown on the report tallies with the physical
cash of each cashier.
·
Similarly check the bills from Travel
desk and laundry.
·
Balance the cash and collections
outlet wise along with other settlements with hard copies of the bills.
Reports to be taken in the POS module
·
Settlement by bill number.
·
Sales day book.
·
Cashier report (Individual cashier
wise)
·
Collection summary.
·
Other reports like items wise sales
etc are available, which ever is request by the cost department you can take
the print out.
Assistant Chief Engineer
Job Summary
Assist the Chief Engineer in
supervising, checking and executing all activities of the department to ensure
guest safety and comfort. These activities will include ensuring the smooth and
appropriate functioning of air conditioning / heating systems, water supply,
heat, light and power, and all equipment in the hotel, while keeping a control
on energy costs of the hotel.Supervise the implementation of all property and
equipment preventive maintenance and repairs, monitor life safety systems and
utilities and administer the department in compliance with all
corporate/franchise standards and local and national codes and regulations to
protect assets, guests and associates.
Qualifications
·
Degree holder, preferably in
Mechanical or Electrical Engineering
·
Experience in electrical and/or
mechanical systems is essential.
·
Minimum of 2 years as the head of a
busy engineering department
·
Excellent knowledge of electrical,
mechanical and HVAC systems.
·
Must be conversant with the
Occupational Safety and Health Act 2007.
·
Candidates with experience in
Hospitality industry will hold an added advantage.
·
Positive attitude and good communication
skills.
·
Commitment to delivering a high level
of customer service.
·
Excellent grooming standards.
·
Flexibility to respond to a range of
different work situations.
·
Ability to work under pressure and
under own initiative.
Responsibilities
·
To act as Liaison between the
Engineering Department and administration in the absence of the Chief Engineer.
·
To supervise all Repair and
Maintenance staff and contractors.
·
To ensure constant check and
maintenance of checklist pertaining to all equipment installed in
the Hotel
·
To schedule all preventive and
planned maintenance work for the entire Hotel
·
Draw up, implement and monitor energy
conservation policy for the hotel
·
Identify and advise on any equipment
that require maintenance contracts and recommend the best possible option
·
Supervise hotel renovations and other
projects, negotiate contracts and ensure timely completion of projects within
budget.
·
To assist the Chief Engineer obtain
proposals and schedule repair work for the public areas and coordinate repair
work schedules to prevent any inconvenience for our guests.
·
To ensure adherence to all statutory
requirements such as Sewage Treatment plants, etc.
·
Manage day-to-day staffing
requirements, plan and assign work and establish performance and development
goals for team members. Provide mentoring, coaching and regular feedback to
help manage conflict and improve team member performance.
·
Plan layout and installation of
electrical wiring, equipment and fixtures.
·
Maintain sketches or follow
blueprints to determine the location of wiring and equipment and to ensure
conformance to building and safety codes.
·
To assist Chief Engineer educate and
train all team members in compliance with laws and safety regulations. Ensure
staff is properly trained and has the tools and equipment to carry out job
duties.
·
Ensure a safe and secure environment
for guests, team members in compliance with regulatory policies and procedures.
·
Understand and respond to customer’s
needs and ensure a high level of guest satisfaction.
·
Responsible for keeping accurate
control of the “Rooms Out of Order” and “Trouble Log” reports to track
conditions and deficiencies of the guest rooms and public areas.
·
Assist Chief Engineer in identifying
high performers in the department for reward and recognition.
·
Performs special duties as required
or designated by the Chief Engineer.
·
Compile internal departmental
reports.
·
To ensure that all R&M staff are
well groomed as per the hotel grooming standards
·
Participate in the hotel’s social
responsibility programme
·
To comply with company regulations as
stipulated in staff handbook, regarding uniform, timekeeping and general
conduct.
·
To comply with any statutory and
legal requirement for fire, licensing, health and safety and to ensure that you
are working in accordance with these requirements.
Barista
Job Summary
The Barista provides quality customer
service and demonstrates knowledge of coffee products, equipment, and tea
products. The barista has responsibility for serving all products with
friendly, individualized attention towards each customer. He/she is also
responsible for making a difference to our customers by educating them about
our premium coffees and teas
Qualifications
·
Skilled in preparing exceptional
brewed coffee
·
Skilled in espresso brewing
techniques
·
Certificate/Diploma / in hospitality
or a vocational training in food & beverage
·
Previous experiences as a Barista in
a high volume Coffee Shop
·
A good command of English
·
Proactive/ ability to anticipate
guests need
·
Good memory
·
Friendly, efficient and speedy
·
Polite and patient
·
Sense of urgency
·
Eye for detail
·
Honesty and Integrity
·
Able to work as part of a team
Responsibilities
·
Prepare or serve hot or cold
beverages, such as coffee, espresso drinks, blended coffees, or teas.
·
Provide customers with product
details, such as coffee blend or preparation descriptions
·
Responsible for all service
preparations before, during and after the service (mis-en-place & mis-en-scene)
·
Ensure proper set-up of tables in
assigned section.
·
Present menu the menu/drink as per
the set standard and Inform customers of daily specials, answer questions about
menu items, making recommendations upon request
·
Up-sell food & beverage items
using suggestive selling techniques.
·
Take food and beverage orders from
guests, post orders promptly in the point-of-sale
·
Check food and beverages for quality
and presentation before serving to guest.
·
Deliver food and beverages from
kitchen and bar to guests in a timely manner. Refill beverages as needed
·
Maintain clean service areas/side
boards
·
Monitor and observe guests dining
experience. Ensure guests are satisfied with the food and service and take
action to correct any problems. Respond promptly and courteously to any
requests.
·
Prepare final bill, present check to
guest, accept payment, process credit card charges or present change (if
applicable).
·
Dealing with any minor guest
complaint and keeping the supervisor informed of any guest complaints and comments.
·
To handle all guests without bias or
prejudice
·
Be available to fill in as needed to
ensure the smooth and efficient operation of the restaurant as directed by the
restaurant manager or immediate supervisor.
Bartender
Job Summary
Restaurant Bartenders are responsible
for positive guest interactions while accurately mixing and serving beverages
to guests and servers in a friendly and efficient manner. At all times,
bartenders are expected to be attentive to our guest needs and making them feel
welcome, comfortable, important and relaxed.
Qualifications
·
Certificate/Diploma Bar keeping or
training in food & beverage service
·
Previous experiences as Bartender in
a busy bar.
·
Good drink mixing skills
·
Sense of urgency
·
Eye for detail
·
Good organisation skills, fast and
efficient in the service of beverage
·
Excellent knowledge of all beverages,
wine and cocktails
·
Calmness under pressure
·
Tact and diplomacy for dealing with
difficult situations
Responsibilities
·
Receive and serve beverage orders to
guests seated at the bar or from the bar order tickets posted by the restaurant
servers.
·
Present menus to customers and answer
questions about dishes and make recommendations.
·
Mix drinks, cocktails and other bar
beverages as ordered and in compliance with company standards
·
Ensure consistent beverage
preparation, presentation and quality
·
Ensure that the assigned bar area is
fully equipped with tools and products needed for mixing beverages and serving
guests, prepare inventory or as needed to replenish supplies.
·
Prepare garnishes for drinks.
·
Maintains bottles and glasses in an
attractive and functional manner to support efficient drink preparation and
promotion of beverages.
·
Responsible for the proper storage
and safety of all the stocks in the bar
·
Responsible for the cleanliness and
maintenance of the bar area including counters, sinks, shelves, chillier,
fridges, bar floor, storage areas and all equipment and tools inside the bar.
·
Prepares Daily Bar Inventory,
Inter-Transfer Report, Daily Breakage/Spoilage/Spillage Report and hand over
the report to the Food & Beverage Controller
·
Maintains bar stock according to
established par stock level and arranges requisitioned items according the appropriate
storage condition of the specific wines and spirits.
·
Maintains adequate bar supplies such
as napkins, straws, cocktail picks, etc., arranges them neatly in the assigned
areas.
·
Conducts monthly inventory of the
operating equipment in the bar in coordination with the Revenue Controller.
·
Report all equipment problems and bar
maintenance issues to bar supervisor.
·
To participate in any
training/development schemes required by management
Barman
Job Summary
Restaurant Bartenders are responsible
for positive guest interactions while accurately mixing and serving beverages
to guests and servers in a friendly and efficient manner. At all times,
bartenders are expected to be attentive to our guest needs and making them feel
welcome, comfortable, important and relaxed.
Qualifications
·
Certificate/Diploma Bar keeping or
training in food & beverage service
·
Previous experiences as Bartender in
a busy bar.
·
Good drink mixing skills
·
Sense of urgency
·
Eye for detail
·
Good organisation skills, fast and
efficient in the service of beverage
·
Excellent knowledge of all beverages,
wine and cocktails
·
Calmness under pressure
·
Tact and diplomacy for dealing with
difficult situations
Responsibilities
·
Receive and serve beverage orders to
guests seated at the bar or from the bar order tickets posted by the restaurant
servers.
·
Present menus to customers and answer
questions about dishes and make recommendations.
·
Mix drinks, cocktails and other bar
beverages as ordered and in compliance with company standards
·
Ensure consistent beverage
preparation, presentation and quality
·
Ensure that the assigned bar area is
fully equipped with tools and products needed for mixing beverages and serving
guests, prepare inventory or as needed to replenish supplies.
·
Prepare garnishes for drinks.
·
Maintains bottles and glasses in an
attractive and functional manner to support efficient drink preparation and
promotion of beverages.
·
Responsible for the proper storage
and safety of all the stocks in the bar.
·
Responsible for the cleanliness and
maintenance of the bar area including counters, sinks, shelves, chillier,
fridges, bar floor, storage areas and all equipment and tools inside the bar.
·
Prepares Daily Bar Inventory, Inter-Transfer
Report, Daily Breakage/Spoilage/Spillage Report and hand over the report to the
Food & Beverage Controller
·
Maintains bar stock according to
established par stock level and arranges requisitioned items according the
appropriate storage condition of the specific wines and spirits.
·
Maintains adequate bar supplies such
as napkins, straws, cocktail picks, etc., arranges them neatly in the assigned
areas.
·
Conducts monthly inventory of the
operating equipment in the bar in coordination with the Revenue Controller.
·
Report all equipment problems and bar
maintenance issues to bar supervisor.
·
To participate in any
training/development schemes required by management
Assistant Executive Housekeeper
Job Summary
The Assistant Executive Housekeeper
assists in the managing and directing of the day–to–day operations of all
Housekeeping and laundry functions. Provides support to the Executive
Housekeeper in all areas of Housekeeping operation, such as staff training,
coaching and counseling and consistently inspects and enforces adherence to
standards of excellence. Participates in and enforces quality assurance for
Housekeeping Department and department cost control measures. Makes certain the
required cleanliness standards are achieved.
Qualifications
·
Diploma or Certificate in
Housekeeping Operations or Higher qualification in Hotel Management.
·
Previous experience managing a team
of housekeeping employees through motivation,
·
coaching and development.
·
The ability to anticipate customer
needs, change goals and direction quickly and ability to multitask
·
Working knowledge of rooms management
systems.
·
Advanced knowledge of Housekeeping
process and procedures.
·
Proven experience supervising
housekeeping departments of 15+ employees.
·
Ability to maintain a budget
·
Proven excellence in customer
service.
·
Capable of using independent
judgment/solid decision making ability
·
Proven comfort and experience to
interact effectively with all levels of management, guests, staff and clients
both inside and outside of the organization.
·
Activator/self-motivated to
accomplish goals, with a strong sense of responsibility.
·
Proficiency with general office PC
applications (i.e. word processing, spreadsheets,
·
databases).
·
Demonstrated sound organizational,
coordinating and personal interface skills.
·
Demonstrated excellent written and
verbal communication skills.
·
Proven job reliability, diligence,
dedication and attention to detail.
·
Must be flexible with working nights,
weekends, and holidays
Responsibilities
·
Assume the responsibility of
Executive Housekeeper on his absence.
·
Supervise housekeeping staffs to
maintain the facility clean, organized and neat.
·
Review and monitor daily schedule to
ensure enough coverage for that day
·
Obtains list of vacant rooms to be
cleaned & list of prospective checkouts in order to prepare work
assignments.
·
Plans and allocates daily workload to
housekeeping staffs based on guest count.
·
Supervise and conduct daily
inspection of guest rooms, public areas, back of the house and the hotel
entrance to ensure cleanliness and standards are consistently being met and
room attendants are completing tasks in a timely manner. Ensure rooms ready for
occupancy are constantly updated on the PMS.
·
Ensures that rooms, hallways and all
public areas are well maintained according to brand standards.
·
To ensure adherence to DND procedures
·
Ensures guest requests, concerns and
problems are followed through to the guest’s satisfaction.
·
Address guest complaints and
inquiries in timely and professional manner.
·
Maintains par levels of inventory of
cleaning supplies, linen, and required room amenities to ensure standards and
consistency measures are met.
·
Monitor and perform inventories
weekly / monthly. Ensure enough guest supply, linen supply and uniform.
·
Ensure turn down service is carried
as per the set standards
·
Train staff on a safe work
environment, including proper storage of chemicals and materials needed for
daily room cleaning.
·
Ensure that staffs follow housekeeping
policies and safety and sanitation standards.
·
Assist in employee hiring, training,
performance evaluation, retention and termination activities.
·
Ensure that all cleaning chemicals
are properly labelled with usage instructions.
·
Refer and follow up on
maintenance/equipment issues with Engineering. Work closely with the
Engineering department for simple and quick repairs.
·
Assist in supporting waste
management, recycling and other environmental safety programs.
·
Conduct pre- shift brief meeting.
·
Conduct pre-event inspections of
banquet rooms
·
Ensure clear and efficient
communication and coordination with the Front Office and other departments of
the hotel.
·
Ensure proper recording and handover
to security office of all lost and found property.
·
Review scheduling with Executive
Housekeeper, based on demands of hotel, and properly maintain levels of
staffing therein.
·
Carry out staff performance
appraisals identifying areas for development and training needs and ensuring
that this training is effected.
·
Assist in interviewing, scheduling,
training, development, empowerment, coaching and counselling of staff.
·
Recommend cost reduction initiatives
while maintaining quality and consistency in work.
·
Assist the Executive Housekeeper with
budget preparation and expense management activities.
·
Generate reports related to expense,
labour, supplies and other housekeeping activities as instructed by the
Executive Housekeeper.
·
Oversee work of contracted labour
e.g. night cleaners, pest control
·
Co-ordinate the preparation of duty
rosters and ensure all shift are manned in relation to amount of work
·
To ensure that at all time, all staff
in the department are correctly and smartly dressed as per grooming standards.
·
To participate in any
training/development schemes required by management
·
Participate in the hotel’s social
responsibility programme
·
To follow the house rules and
policies laid down by the management
·
To comply with company regulations as
stipulated in staff handbook, regarding uniform, timekeeping and general
conduct.
·
To comply with any statutory and
legal requirement for fire, licensing, health and safety and to ensure that you
are working in accordance with these requirements
BMS Engineer
Job Summary
Customer Service
·
Demonstrate service attributes in
accordance with industry expectations and company standards.
·
Accurately and promptly;
understanding, anticipating and fulfilling guest requests
·
Maintain a high level of knowledge
which will enhance the guest experience
·
Demonstrate a service attitude that
exceeds expectations
·
Take appropriate action to resolve
guest complaints
·
Appreciate the dynamic nature of the
hotel industry and extend these service attributes to all internal customers by
ensuring good inter-departmental relations.
·
Be able to promote the hotel products
and services.
·
To display a pleasant manner and
positive attitude at all times and to promote a good company image to guests
and colleagues.
Health & Safety
·
Operate equipment using procedures
learnt during training to company standards.
·
To report any equipment failures or
problems to the Maintenance Department.
·
Demonstrate an understanding and an
awareness of all policies and procedures relating to Health, Hygiene and Fire
Life Safety
·
To be vigilant in the workplace and
report any signs of fire related issues
·
Familiarise yourself with emergency
and evacuation procedures.
·
Ensure all security incidents,
accidents and near misses are always logged in a timely manner and brought to
the attention of the line manager.
·
To attend all mandatory training
sessions selected by the Hotels Training Department
Responsibilities
·
To monitor the building management
system (BMS) for alarms and carry out a remote fix to resolve an alarm, or
where possible, raise a work order for the team to investigate and fix the
faults.
·
Proactively identify improvements to
the system in order to reduce BMS related plant and system failures.
·
Maintain and update the monthly
reporting dashboard for monthly reporting.
·
Provide technical advice and input on
BMS development opportunities.
·
Management, operation and testing of
BMS soft ware and systems ,including trend and sigma controllers.
·
Be the first point contact for alarms
monitoring and BMS interrogation.
·
Interface with other operators,
engineers and supply chain , providing technical support and documentation of
works undertaken.
·
Proactively support base via alarm
monitoring and diagnostics.
·
To ensure installation &
maintenance of all equipment related to HVAC, DG Sets, Water treatment, Fire
Safety etc.
·
Demonstrate the ability to gather and
interrogate information effectively ,leading to structured and logical outcome
to rectify the task at hand.
·
Follow up work orders to ensure
satisfactory closure.
·
Responsible for maintaining
departmental and personal key performance indictors.
·
Maintain accurate records of all
tasks undertaken.
·
Train selected operators to ensure
they have basic level of comprehension and understanding of alarm.
·
Support all BMS operators to fully
competent in all aspects of their role including responding to alarms and
carrying out remote fixes.
·
To ensure constant check and
maintenance of BMS checklist pertaining to all equipment installed in the
Hotel.
·
To prepare annual departmental
operating budget and financial plans. Monitor budget and control expenses with
a focus on energy management, preventive maintenance and capital planning.
·
Assist to implement and monitor
energy conservation policy for the hotel
·
Assist to ensure that all R&M
staff are well groomed as per the hotel grooming standards
·
To participate in the hotel’s social
responsibility program
·
To comply with company regulations as
stipulated in staff handbook, regarding uniform, timekeeping and general
conduct.
·
To comply with any statutory and
legal requirement for but not limited to fire, licensing, health and safety and
to ensure that you are working in accordance with these requirements.
·
To carry out or ensure that regular
On-the-Job training is taking place to agreed standards and liaison with
Assistant Chief and Chief Engineer.
·
To assist in monitoring and
developing team member performance to include, but not limited to, providing
supervision, conducting counselling and evaluations and delivering recognition
and reward
·
To identify BMS training needs and to
liaise with the Chief Engineer in organizing training programmes for staff in
the department
·
Performs special duties as required
or designated by the Chief Engineer.
Boiler Operator
Job Summary
Responsible for smooth functioning of
the Boiler.
Qualifications
·
Diploma in plant and machinery
·
Knowledge of the proper operation and
maintenance of high pressure steam generation plant equipment
·
Knowledge of steam plant safety
standards and procedures
·
Ability to read and interpret
schematic diagrams, written orders, control gauges, manufacturer’s operating
instructions, and to record boiler plant information
·
Ability to operate and regulate
boiler plant equipment and to make adjustments as required for plant output
·
Skill in repairing and maintaining
various types of steam plant equipment
Responsibilities
·
Operate and adjust boilers in the
steam generating plant, maintaining maximum boiler efficiency by adjusting,
reading, and interpreting gauges, indicators, and steam flow meters
·
Responsible for maintenance of boiler
and other systems that are used for boiler by ensuring Preventive Maintenance
as per the schedule
·
Maintain various records and reports
in boiler log.
·
Responsible for keeping the boiler
ready as per Boilers Act during Operations and Inspection.
·
Maintain site tidiness and general
good housekeeping throughout the boiler plant.
·
Perform tests to determine
appropriate amount of chemicals needed for boiler water treatment
·
To work in such a manner as to ensure
the safety of self and others To give proper and complete handover at the end
of his shift
·
Perform other duties as assigned by
the Engineering Supervisor/Chief Engineer
·
Participate in any
training/development schemes required by management
·
Participate in the hotel’s social
responsibility programme
·
To adhere to strict grooming and
hygiene standards
·
To follow the house rules and
policies laid down by the management
·
To comply with company regulations as
stipulated in staff handbook, regarding uniform, timekeeping and general
conduct.
·
To comply with any statutory and
legal requirement for fire, licensing, health and safety and to ensure that you
are working in accordance with these requirements
General Cashier
Job Summary
Reporting to the Chief Cashier, the
incumbent is responsible for coordinating the activities of F&B Cashiers
and Front Desk Cashiers and physically dealing with liquid cash and all cash
transactions
Qualifications
·
Min. Education Level : CPA
·
Field of Study : Accountancy &
Busines
·
Year of Exp: 2
·
Required : 2 Skills :
Supervision / Familiar with quick books Sun systemMeticulous, confident in
handling cash
Responsibilities
·
In charge of hotel cash float and
control, and daily collection banking.
·
Supervising all cashiers, namely
F&B cashiers, and Front Office cashiers.
·
To be responsible for cashiering
activities in the hotel ensuring proper controls are maintained.
·
To ensure that all summaries are
checked on daily basis and proper records are maintained.
·
To oversee that all receipts
are properly issued and recorded, following sequence of serial
numbers, balancing with summaries done and cash collections.
·
Ensuring that collections are done on
time to enable daily banking on time.
·
Handling all payments: i.e. cash and
cheques.
·
Compiling and reporting the daily
collections summary and banking summary to the Chief Accountant.
·
Ensuring there is enough float /
change to meet our daily operations with ease.
·
Uploading credit cards and banking
accordingly.
·
Submission of daily and monthly
collection and banking reports analysis.
·
Participate in any
training/development schemes required by management
·
Participate in the hotel’s social
responsibility programme
·
To adhere to strict grooming and
hygiene standards
Butler
Job Summary
A butler primarily serves as a key
point of contact for Guests and VIP Guests throughout their stay at the hotel;
He / she should be fully conversant with all services and facilities offered by
the hotel and also about the local vicinity. Serves food courses and alcoholic
beverages to guests, Also Provides a courteous, professional, efficient,
flexible and personalized service at all times. Always well groomed, clean,
pleasant and creating renowned memorable experiences for the guests.
Qualifications
·
Positive attitude
·
Good communication skills
·
Excellent grooming standards.
·
Commitment to delivering a high level
of customer service.
·
Flexibility to respond to a variety
of different work situations and ability to work on your own.
Responsibilities
·
Take care of all VIP suite room
guests and coordinate with all concerned departments to fulfill guest needs and
requests.
·
Fully aware of the Room Service and
other outlets menu, answers questions on menu selections, communicates with the
kitchen regarding menu questions and product availability.
·
Keeps concerned departments
informed about the guest allergies and food preferences.
·
Update the hotel software with guest
preference, likes and dislikes on to the guest profile section.
·
Follows all the guest needs until
they are completed to the total guest satisfaction.
·
Welcomes the VIP guest at porte
cochere and other guests availing butler service.
·
Serves welcome drinks and escorts the
guests to their assigned rooms.
·
Conducts the in room check-in process
in a fast and efficient manner, following all the standards and also liaising
with bellmen for luggage delivery.
·
Takes care of the guest’s requests
and liaise with respective departments: laundry, wake up call, spa bookings,
concierge and any special requests etc.
·
Knowledge of using the point of sale
software, Property management software and any other system or software to
perform the duties.
·
Able to perform software
operations like check-ins / check-outs, update profile, room reservations,
requests, apply payment, verify and adjust billing, activate room keys, process
check-out etc. on the hotel software.
·
Records transactions and order items
in Point of sales (POS) system.
·
Updates guest feedback and
comments on to the GSTS or RSTS system.
·
Helps monitoring the stock
inventory and to follow up on pending issues with the tracking system and store
requisition forms.
·
Checks in with guests to ensure
satisfaction with each food course and/or beverages.
·
Informs housekeeping department
the time desired for the daily cleaning and turn-down service.
·
Fully conversant with
accommodation features: lay-out, room type, location, decor, in room facilities
and equipment.
·
Fully aware of operating
procedures for all electrical and electronic equipment in the guest room.
·
Serves the guests in a calm,
discrete and courteous manner, respecting timing standards.
·
Supports the other departments such
as Front Desk, Housekeeping and Room service with their duties.
·
Picks-up trays and clean tables
as needed to ensure a clean dining area.
·
Maintain cleanliness of work
areas, china, glass, etc., throughout the day.
·
Performs all his/her duties
with the sense of priority and dedication.
·
Hosts and welcome all guests in
a gracious and polite manner, and to have the ability to hold a conversation
with the guest in a natural and spontaneous manner.
·
Carries out checkout in
efficient manner, offering luggage assistance and transportation.
·
Wishes fond farewell to the
guest at the time of departure.
·
Takes notes of all the
information, updates and instruction and giving proper handover before signing
off from the shift.
·
Understands and strictly
adheres to the Rules & Regulations of the Company and the Hotel’s policy on
Fire, Hygiene, Health and Safety.
·
To attend and contribute to all
meetings, Departmental and Hotel training as scheduled and other related
activities.
·
Carries out any other
reasonable duties and responsibilities as assigned out of the list.
Hostess
Job Summary
The restaurant hostess is the first
employee to interact with arriving guests as they enter the restaurant. It is
the job of the hostess to greet arriving guests, welcome them into the
establishment and seat them. The guests receive their first impression of the
service of the restaurant by their exchange with the hostess.
The hostess is a personal representation of the service and overall hospitality of the staff of the restaurant. While guests are waiting to be seated or waiting for take-out orders to be ready, it is the job of the hostess to ensure that the guests are made comfortable and kept informed of the status of their orders or wait times. In some restaurants, the hostess offers drinks to the guests who have to wait
The hostess is a personal representation of the service and overall hospitality of the staff of the restaurant. While guests are waiting to be seated or waiting for take-out orders to be ready, it is the job of the hostess to ensure that the guests are made comfortable and kept informed of the status of their orders or wait times. In some restaurants, the hostess offers drinks to the guests who have to wait
Qualifications
·
Certificate/Diploma / in hospitality
or a vocational training in food & beverage
·
Previous experiences as a Waiter /
Waitress in a high volume restaurant.
·
A good command of English
·
Proactive/ ability to anticipate
guests need
·
Good memory
·
Friendly, efficient and speedy
·
Polite and patient
·
Sense of urgency
·
Eye for detail
·
Honesty and Integrity
·
Able to work as part of a team
Responsibilities
·
Responsible for taking outlet
reservations, handling the reservation book and answering the telephone in an
impeccable manner.Always answer the phone politely using a friendly tone and
being informative.
·
Responsible for coordinating with the
service team in making necessary arrangements according to floor plan for
reservations or blocking off reserved tables
·
Ensure distribution of reservations
among all servers equally, informing them of all information necessary.
Example, Birthdays, anniversaries, bill not to be taken to the table or any
other unusual requests.
·
Ensure that reservation signs are
placed on the tables before service.
·
Warmly and graciously greet all
guests upon arrival. Confirming their reservation.
·
Escort and seat guests based on guest
preferences and balancing of customer flow in service stations.
·
Upon seating guests, offer menus and
inform them of their server’s name.
·
Ensure that the guests are attended
to and when need arises present menus and take beverage orders and hand in the
order to the station waiter.
·
Record the restaurant cover count
·
Observe the cleanliness and
maintenance of the outlet and the entrance area,
·
Ensure that menus, bill folders and
any other advertising collateral in the outlet are wiped and free of stains or
spots
·
Assure the well-being of all guests
by maintaining a close, friendly, yet discrete contact
·
Be aware of all menus and ongoing
promotions in the outlet by heart in order to recommend if a guest requests
·
Anticipate and address guests’
service needs, assist individuals with disabilities, and thank guests with
genuine appreciation.
·
Thank guests as they leave and invite
them to return.
·
Attend pre-meal briefing and de-briefing
daily and the monthly F & B Staff Meeting.
·
Attend all meetings and training
sessions organized by Hotel management for the staff.
·
Maintains the par stock of menu
folders and advertising collateral in the outlet.
·
Takes note of anniversaries, birthdays
and special dates for regular guests.
·
Prepares requisition for amenities
for guests celebrating a special occasion in the outlet.
·
Prepares buffet place card/tags as
per prescribed standard.
·
To participate in any
training/development schemes required by management
·
Participate in the hotel’s social
responsibility programme
·
To adhere to the department set
grooming standards
Assistant Credit Controller
Job Summary
Report to the Credit Controller and
checks all settlement done through credit cards.
Qualifications
·
The ability to work in a team as well
as individually
·
Sound decision making
·
Excellent written and verbal
communication skills
·
Good attention to detail
·
The ability to work under pressure
and to deadlines
·
Good IT skills
·
Level 2 Diploma in Credit Management
·
CPA Qualification
·
Double entry book keeping
·
Basic costing principles
·
Purchase, sales and general ledgers
Responsibilities
·
Assist the credit controller in
his/her role
·
Check all bills from front office
·
Daily invoice dispatch and ensure
that customers receive invoices on time to prevent delayed payment.
·
Make sure credit cards are fully
reconciled and daily report should be issued to the chief accountant and credit
controller.
·
Ensure all filling is done correctly.
·
Any other assigned duties.
·
Participate in the hotel’s social
responsibility programme
·
To adhere to strict grooming and
hygiene standards
·
To follow the house rules and
policies laid down by the management
·
To comply with company regulations as
stipulated in staff handbook, regarding uniform, timekeeping and general
conduct.
·
To comply with any statutory and
legal requirement for fire, licensing, health and safety and to ensure that you
are working in accordance with these requirements
Assistant Food & Beverage Manager
Job Summary
To ensure service delivery at every
point of sale in the Food and Beverage Department. Supervises daily Food and
Beverage (F&B) shift operation and monitors compliance with all F&B
policies, standards, and procedures. Manages day-to-day operations verifying
that the quality, standards and meeting the expectations of the customers on a
daily basis. Maintains the operating budget, and verifies that standards and
legal obligations are followed. Develops specific goals and plans to
prioritize, organize, and accomplish work.
Qualifications
·
Graduate from an accredited Hotel
Management School
·
Management and supervisory F&B
experience
·
Ability to meet financial targets
·
Ability to comply with all F&B
brand standards
·
Ability to work under pressure
·
Excellent grooming standards
·
Willingness to develop team members
and self
·
Flexibility to respond to a range of
different work situations
Responsibilities
·
Manage all F&B and day-to-day
operations within budgeted guidelines and to the highest standards
·
Responsible for the preparation of
capital and operational budgets for his department
·
To work in co-ordination with the
Executive Chef for the development of new menus and menu changes and to remove
those items from the menu which are slow- moving and introduce better
replacements
·
To determine and evaluate menu
planning, style, design, marketing effectiveness and pricing for the best
competitive advantage
·
To assess profitability by comparing
budgeted F&B costs with actual costs based on standard recipes and recipe
costs
·
To consult with the Executive Chef
and decide the price structure for various items in the menu in relation to
competition
·
To keep abreast with the competition
by conducting periodic competition and market surveys
·
To plan and conduct food festivals
and promotions
·
To conduct regular tastings of
various food items/ canned items/ soft drinks/spirits at regular intervals, so
as to ensure that best possible quality is maintained and procured for the
Hotel
·
To ensure the timely pick-up and
replenishment of all buffets
·
Identify customers needs and respond
proactively to all of their concerns
·
To set a high standards of work
performance and by consistent supervision ensure maintenance of these standard
·
To plan for and schedule manpower,
equipment and supply requirements for the F&B service department
·
Supervises staffing levels to verify
that guest service, operational needs, and financial objective are met.
·
To ensure that pay-rolls are kept at
the lowest level in the department, and to conduct method studies to eliminate
manpower wastage and to monitor productivity level of employees.
·
Encourage and build mutual trust,
respect, and cooperation among team members.
·
To maintain and enforce such systems
and methods in the area of F&B service as laid down by the management
·
To train the food & beverage
staff in co-ordination with the training manager
·
To improve employee productivity and
food quality by selecting the most flexible facility design/ layout and
equipment
·
Reviews comment cards and guest
satisfaction result with employees.
·
Responsible for hiring of employees
in F&B Service department
·
To maintain par stocks levels of all
crockery, linen, condiments, beverages. Also, to revise these par stocks as per
seasonal changes
·
To recommend the periodic purchase of
special items both domestic and imported
·
Responsible for maintaining
reasonable cost control in the department without compromising on quality
·
To keep wastage of food to the
minimum, by timely buffet replenishment, controlling food wastage, ensuring
appropriate portions and checking pilferage
·
To account for the spoilage of food
and beverage items and breakage of glassware and china
·
Supervise the preparation duty
rosters for his team.
·
To ensure that all banquet functions
are conducted in a pre-planned manner, keeping the guest’s
request in mind. Also to ensure that such events do not disturb guests in other
areas of the Hotel
·
To conduct daily briefings and ensure
that shift beginning and shift end briefings are being held at the beginning
and end of each shift
·
To ensure that employees in the
department conform to house rules and policies of the Hotel
·
To work closely with the Banquet
Manager, Assistant Managers in the F&B Service Area/ restaurants, for the
attainment of profit, quality and service standards of the department and the
Hotel
·
Participate in the recruitment,
selection, disciplining and review of all Food & Beverage Service staff.
·
To carry out annual staff appraisals
of his subordinate staff
·
Compile monthly departmental reports.
Head Concierge
Job Summary
To lead the team in providing guests
with information and services that strive to exceed guest expectations and meet
set service standard targets whilst contributing to the positive image and
profitability of Ole-Sereni. Operating from the Concierge Desk in the lobby,
the role requires high public visibility and contact, for both the guests and a
variety of internal customers
Qualifications
·
Previous Head Concierge experience at
an Equivalent or higher brand hotel
·
Clearly Demonstrated customer Service
skills and talent
·
Pass in KCSE
·
Have undertaken either internally or
through other sources the following course:
·
Customer Care / Hospitality
·
Communications Skills
·
Communicate clearly and understand
the predominant language(s) of our guests.
·
Work in a standing position for long
periods of time (up to 8 hours).
·
Education: High School or equivalent.
·
Proficient in computer operations
including word, excel & outlook.
·
Good people management skills,
communication and listening skills. Must be flexible and adaptable to change.
·
Demonstrate time management and
organizational skills.
·
Must be internally motivated and
detail oriented and have a passion for teaching others.
·
Must be able to work a flexible
schedule including days, nights, weekends and holidays.
·
Punctuality and regular and reliable
attendance.
·
Honesty and Integrity
Responsibilities
·
Create a working environment that
supports Core Competencies
·
Communicate departmental and business
objectives
·
Ensure induction and continuous
training programs are carried out
·
Evaluate staff performance on a
continuous basis
·
Coach and train the team
·
Review guest arrivals on a daily
basis
·
Deliver daily briefings and ensure
handovers are carried out on each shift
·
Communicate clearly expectations of
‘outstanding hospitality’
·
Ensure audits are carried out to
review performance of standards, with feedback and continuous improvement as
per the SOP
·
To greet all guests on arrival as per
standards instructed
·
To welcome guests warmly and
courteously to the Hotel by ensuring that all guest checking in are served with
a welcome drink
·
To ensure guests are escorted to
their allocated rooms as per standards instructed and room orientations are
carried out
·
To ensure all guest luggage’s are
tagged with guest room number and delivered to the allocated rooms on guest
arrival
·
To ensure that luggage is collected
from a departure room as per instruction from the front desk
·
To assist during room changes
·
To ensure the safety and security of
guest baggage in the luggage room
·
To ensure that the lobby, lobby
seating and reception area is clean and orderly at all times
·
To bid a warm farewell to each guest
on departure
·
To carry out any duties assigned by
the supervisor
·
To adhere to strict grooming and
hygiene standards
·
To ensure that at all time, all staff
in the department are correctly and smartly dressed as per grooming standards.
·
To participate in any
training/development schemes required by management
·
Participate in the hotel’s social
responsibility programme
·
To follow the house rules and
policies laid down by the management
·
To comply with company regulations as
stipulated in staff handbook, regarding uniform, timekeeping and general
conduct.
·
To comply with any statutory and
legal requirement for fire, licensing, health and safety and to ensure that you
are working in accordance with these requirements
Banquets Coordinator
Job Summary
The main job of a Banquet Sales
Co-coordinator is to ensure that he/she sells the venue and coordinates the
different aspects of the event at the venue. The following is a resume example
for this position specifically
Responsibilities
·
To respond quickly and efficiently to
all in-coming sales enquiries
·
Meet with the client or lead planner
to discuss food and beverage needs and all other requirements for their event.
·
To follow up all enquiries, preparing
proposals where necessary and facilitating show rounds with potential
clients to show them our facilities
·
Co-ordinate all details for the
client, including food and beverage, AV equipment, entertainment, themes etc
·
Prepare banquet events orders and
forward all necessary information to all relevant departments
·
Prepare all documents relating to an
event, such as: signboard, menus, food tags and name cards.
·
Greet guests upon arrival at function
and assist in seating as required by group in accordance with departmental
standards.
·
Ensure that the billing procedure is
carried out efficiently and accurately.
·
Ensure that expected level of guest
service is achieved during all contact with guest.
·
Assist the Banquet Superviser in the
supervision of the service personnel during the event.
·
Promote the hotel facilities to new
and existing clients through a pro-active approach
·
Responding to and coordinate all
internal meeting requests
·
To participate in any
training/development schemes required by management
·
To adhere to the set grooming
standards
·
Participate in the hotel’s social
responsibility programme
·
To respond quickly and efficiently to
all in-coming sales enquiries
·
Meet with the client or lead planner
to discuss food and beverage needs and all other requirements for their event.
·
To follow up all enquiries, preparing
proposals where necessary and facilitating show rounds with potential
clients to show them our facilities
·
Co-ordinate all details for the
client, including food and beverage, AV equipment, entertainment, themes etc
·
Prepare banquet events orders and
forward all necessary information to all relevant departments
·
Prepare all documents relating to an
event, such as: signboard, menus, food tags and name cards.
·
Greet guests upon arrival at function
and assist in seating as required by group in accordance with departmental
standards.
·
Ensure that the billing procedure is
carried out efficiently and accurately.
·
Ensure that expected level of guest
service is achieved during all contact with guest.
·
Assist the Banquet Superviser in the
supervision of the service personnel during the event.
·
Promote the hotel facilities to new
and existing clients through a pro-active approach
·
Responding to and coordinate all
internal meeting requests
·
To participate in any
training/development schemes required by management