SUMMARY
The primary responsibility of this role is to align the Front Office Department policies and procedures to deliver “Count on Me“ service behaviour and create the right environment in which our colleagues can experience that will help them to be Responsive, Respectful, Deliver a Great Guest Experience & Build a Customer Service culture.
As Duty Manager, with full support/synergy and alignment with Direct reports of Guest Service Associates, & Supervisors you will be responsible for managing the reception team and perform Duty manager shifts as required based on business demand.
Overseeing the daily operation through set processes, ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Drive high standards and quality and employee engagement activities with the help of all front line team members. The scope includes maximizing revenue through upselling program impacting profitability, managing costs and productivity.
In the Role of Duty Manager, you will be responsible to work closely with peer team members and supervise all direct reports and build synergies.
KEY RESPONSIBILITES
- Monitor Reception Colleagues to ensure maximum guest satisfaction engaging with guest and prompt cordial attention from arrival through departure
- Work closely with all team members to ensure Wyndham members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service and enrolment targets are met
- Attention to detail on special requests by having updated database on guest profile either captured through glitches, preferences
- Handle guest complaints and refer them as necessary to management, follows up on corrective/preventive action. Follow up on DM log complaints and Medallia negative comments, investigation and resolving
- Entertain guest within hotel premises for food and drinks with approval from FOM where required in case of guest complains, to gain loyalty
- Compile, analyse existing procedures and perform process renovation to have benefit operation, through project management
- Review arrival lists for all arrivals and VIPs to check/perform room allocations, amenities, and special requests
- Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
- Organize and conduct regular meeting for all Reception team to facilitate communications and smooth operations
- Prepare efficient work schedule for Reception Team, arranging holidays and vacation by coordinating with AFOM, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
- Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements
- Conducting market and competitor analysis to be ahead of competition in terms of service delivery
- P&L analysis including productivity and cost management and Perform Duty Management Shifts as per business requirement
- Assist in planning for future staffing needs, and assists in recruiting in line with company guidelines, prepares and administers detailed induction program for new staff
- Assist in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Ensures training needs analysis of Reception Team is carried out and training programmes are designed and implemented to meet needs by working together with the Assistant Front Office Manager Provide input for probation and formal performance appraisal discussions in line with company guidelines, coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations
Finance
- Work collaboratively with Assistant Front Office Manager in preparing the expenses budget, and ensure that there are measures in place to manage each expense line within our budget through efficiency in operation
- Ensure vacation, Public Holidays and lieu days are used to the needs of the business
- Ensure that the payroll is submitted to HR on the agreed date
Management
As a Manager you are expected to demonstrate the following behaviours consistently:
- Hold self and others accountable for achieving results. Deliver by meeting tough deadlines and use specific performance measures to track progress and improve future performance
- Take steps to follow through, ensuring tasks are fully completed; independently check to ensure accuracy and quality
- Develop detailed understanding of the market and guests’ need, challenge the way things are done; identify areas requiring change and suggest ideas to support the change
- Identify opportunities to improve profitability of own area, implementation and maintenance of brand standards and standard operating procedures
- Train and develop the team and provide support when required
- Ensure all direct reports have Personal Development Plan to achieve their goals
- Ensure that effective communication flow is maintained at all times
- Actively participate in the community involvement projects and initiatives together with the hotel’s management team
- Maintaining a business environment based on the Code of Conduct and Company Vision
- Participate in WYNcom
SUMMARY
The primary responsibility of this role is to structure/align the Front Office Department policies and procedures to deliver exceptional behaviour and create the right environment that will help them to be responsive, respectful, deliver great guest experience and build customer service culture.
Under the direction of the Front Office Manager, and in full support and alignment with Direct reports of Duty Managers, Supervisors, is responsible for directly managing a team in order to deliver the highest level of service to all guests, support the Guest experience team in day to day operation and will be responsible to take responsible of managing the department in the absence of the Department Head.
Overseeing the Front Desk, Telephone Operators, Bell Desk, Club Lounge operations and CIDs, the Assistant Front Office Manager must ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Particular attention must be given to the implementation and delivery of the Wyndham brand standards, recognition VIP guests, Wyndham Rewards Members.
In the Role of Assistant Front Office Manager, you will be required to work closely with all interacting department exist between sections and to ensure all Front Office operations run in an efficient and effective manner.
KEY RESPONSIBILITES
- Ensure Wyndham brand standards, policies and procedures are adhered too at all times.
- Review existing policies and procedures on a regular basis to ensure they facilitate operations.
- Implement new policies and procedures as required in order to standardise service delivery and task completion.
- Perform on the job training and coaching to ensure all colleagues are capable of delivering the required standards.
- Ensure standards and procedure are in place to ensure all Wyndham members, repeat guests and other VIPs receive special attention and recognition
- Ensure that all group arrivals/Check in are handled with quick and efficient manner, in a pre-planned manner, ensuring that their rooms are inspected and prepared prior to arrival, by proper coordination with the housekeeping team and proper allocations of rooms.
- Drive the enrolment of Wyndham members ensuring enrolments are in line with the required targets as set by Head Office.
- Proactively look for ways of providing better service and to exceed guest expectations. When “glitches” occur ownership is taken to implement service recovery and to ensure action is taken to address the issue in question to prevent its reoccurrence.
- Reply guests reviews on social media platforms on behalf of Hotel Manager in line with Guest Relations team
- Be knowledgeable, and to ensure all direct reports are knowledgeable, on all hotel room types, outlets and facilities and to be aware of all in house functions and events taking place.
- Work closely with the Front Office Manager & Revenue/Reservation team to control room availability, room types, accuracy of room count and correct rate grid applied in alignment to hotel’s business strategy. Maximise occupancy, revenue and average rate while maintaining high service standards.
- Review rooms allocations and upgrades provided to ensure they meet the specific requirements of the guest and that they are in line with hotel policy.
- Drive up selling at the point of check-in to increase overall room’s revenue and increase the REVPAR uplift.
- Manage guest and stationary supplies to reduce cost and wastage.
- Ensure that good relations are maintained with all internal departments e.g. Housekeeping, Food & Beverage and to meet with them regularly to discuss opportunities and any internal challenges.
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out and Paymaster’s are managed. Closely monitor PMs and exceeded limit guests reports on daily basis.
- Deal with “book outs” during periods of high occupancy; and guest expectations are managed within Wyndham policies and procedures.
- Ensure all work areas both front and back of house are well maintained, fully stocked with required operational items and safe
- Ensure colleagues maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
- Attend the required meetings in the absence of the Front Office Manager, Organise and drive monthly FO team meetings and outings in additional to the daily briefings.
- Promote Inter-hotel sales and in house facilities
- Drive the guest experience through service quality and continuous improvement, and comply with Wyndham Quality Audits
- Ensure implementation and compliance of the Company’s Fire, Life and Safety requirements, by adhering to Risk assessment procedure of the department.
Finance
- Work collaboratively with FOM in preparing the expenses budget, and ensure that there are measures in place to manage each expense line within our budget through efficiency in operation
- Ensure vacation, Public Holidays and lieu days are used to the needs of the business
- Ensure that the payroll is submitted to HR on the 20th of each month
- Ensure upselling report is submitted to HR by the 10th of each month
Management
As a Manager you are expected to demonstrate the following behaviours consistently:
- Hold self and others accountable for achieving results. Deliver by meeting tough deadlines and use specific performance measures to track progress and improve future performance
- Take steps to follow through, ensuring tasks are fully completed; independently check to ensure accuracy and quality
- Develop detailed understanding of the market and guests’ need, Challenge the way things are done; identifies areas requiring change and suggests ideas to support the change
- Identify opportunities to improve profitability of own area, Implementation and maintenance of brand standards and standard operating procedures
- Train and develop the team and provide support when required
- Ensure all direct reports have a Personal Development Plan to achieve their goals
- Ensure that effective communication flow is maintained at all times
- Actively participate in the community involvement projects and initiatives together with the hotel’s management team
- Maintaine a business environment based on the Code of Conduct and Company Vision
The Opportunity:
Managing Director of the iconic Ceil Tower, Dubai Marina.
The Property:
With 81 floors, the five-star Ciel Tower, will be the world's tallest hotel offering 1004 hotel rooms and suites, 11 food & beverage outlets, a spa, a Nest Social VIP Lounge and all the facilities and amenities you would associate with an iconic five-star hotel in Dubai. Ceil Tower will offer its guests unparalleled levels of service, a wide variety of exceptional culinary experiences in its restaurants and bars, delightfully appointed rooms and suites, all with stunning views.
Responsibilities:
As a Managing Director, you will spearhead all aspects of hotel management, ensuring exceptional service standards, maximizing revenue streams, and fostering a culture of excellence.
1-Leadership and Strategic Management:
- Provide visionary leadership to the entire Ciel Tower team, setting clear goals and objectives in alignment with the hotel's mission and values.
- Develop and implement strategic plans to enhance the hotel's reputation, market position, and profitability.
- Foster a collaborative and inclusive work environment that encourages innovation, teamwork, and professional development.
2-Operational Excellence:
- Oversee all aspects of hotel operations, including front desk, housekeeping, food and beverage, maintenance, and security, to ensure seamless and efficient service delivery.
- Maintain the highest standards of cleanliness, safety, and guest satisfaction throughout the property.
- Implement best practices and innovative solutions to optimize operational efficiency and cost-effectiveness.
3-Guest Experience and Satisfaction:
- Champion a guest-centric culture focused on exceeding expectations and delivering personalized experiences to every guest.
- Monitor guest feedback and reviews, addressing any concerns promptly and proactively to ensure high levels of satisfaction and loyalty.
- Continuously innovate and enhance guest amenities, services, and facilities to maintain Ciel Tower's reputation as a world-class destination.
4-Revenue Management and Financial Performance:
- In tandem with the Commercial Team develop and execute strategies to drive revenue growth and maximize profitability across all revenue streams, including room sales, food and beverage, and ancillary services.
- Monitor financial performance, budgets, and expenses, implementing corrective actions as needed to achieve financial targets and operational efficiency.
- Identify opportunities for revenue optimization and cost savings while maintaining the highest quality standards.
5-Stakeholder Relations and Community Engagement:
- Cultivate positive relationships with key stakeholders, including owners, investors, suppliers, and local authorities, to ensure alignment and support for Ciel Tower's objectives.
- Act as an ambassador for Ciel Tower within the local community and hospitality industry, participating in events, initiatives, and partnerships to enhance the hotel's visibility and reputation.
Job Summary:
The Recreation Attendant will be responsible for providing excellent customer service and ensuring the safe and enjoyable use of recreational facilities. The incumbent will perform a variety of duties such as checking in guests, enforcing rules, maintaining equipment, and coordinating activities.
Key Responsibilities:
- Greet guests and provide information about recreational facilities and activities
- Check in guests and collect fees for facility use or activities
- Monitor activities and enforce facility rules to ensure the safety and enjoyment of all guests
- Set up and maintain recreational equipment and facilities, including cleaning and minor repairs
- Assist with coordinating and implementing recreational activities, including games, tournaments, and special events
- Provide first aid and emergency assistance as needed
- Maintain accurate records and reports of facility usage, equipment inventory, and incidents
- Assist with marketing and promoting recreational activities and facilities to increase usage and revenue
- Maintain a clean and organized facility, including locker rooms and restrooms
- Perform other duties as assigned
- Implement the PPM Program and schedule of all kitchen and laundry equipment’s in the Hotel.
- Follow up local authority requirement maintenance plan for kitchen equipment’s.
- Keep record and coordinate with hygiene manager to make sure all requirements are filled up for HACCP.
- Attend to repairs and maintenance of laundry equipments and kitchen equipment - both electric and gas.
- Be responsible for operation, repairs and maintenance of all cold rooms, fridge units, ice machines, and other refrigerated system.
- Be responsible for operation, repairs and maintenance of all ovens, dishwasher, stoves and other electric and gas equipment in the kitchen.
- Provide assistance / technical know-how in the installation of new or additional kitchen equipment’s.
- Conduct routine inspection to kitchen and bar areas logs all his observations.
- Perform daily log readings of cold rooms and other refrigerated equipment, ensuring proper operation of the equipment.
- Perform equipment repairs as per manufacturer’s recommendations.
- Perform assigned checklists, inspection, testing and log readings.
- Check and replace fused lights in the kitchen.
- Check and replace water filters for coffee machines, combi oven, ice machine and other water systems.
- Perform general and emergency repairs and maintenance to all kitchen equipment.
- Ensure Fire and Engineering safety features operate at peak efficiency.
- Ensure proper records relating to all plant and equipment are kept.
- Review daily log book, rectify or follow up on all items left unsolved from previous shifts in relation to kitchen equipment, system and units.
- Perform the daily task and assignment and ensure that tasks are done in a reasonable time frame and to the standard as set by the Engineering Department.
- Ensure all requests for maintenance are carried out within an acceptable time frame.
- Liaise and supervise Kitchen Equipment Contractors and ensure that appropriate standards are met.
- Assist other engineering associates when required.
- Maintain all tools and equipment in good condition.
- Ensure adequate stock of spare parts and materials
- Adhere to safe operation of all plant equipment and ensure the safety of guests and staff at all times.
The Laundry Valet plays a crucial role in providing efficient and high-quality laundry services to our guests. This position requires excellent customer service skills, strong attention to detail, and the ability to handle guest requests and inquiries promptly and professionally.
- Greet guests in a friendly and professional manner, providing exceptional customer service.
- Receive and accurately record guest laundry requests, ensuring all necessary details are documented.
- Inspect garments for stains, damages, and special care instructions.
- Sort and separate laundry items by color, fabric type, and care requirements.
- Load and unload laundry machines, following safety procedures and manufacturer guidelines.
- Operate laundry machinery and equipment, ensuring proper settings for different fabrics and garments.
- Monitor the progress of laundry cycles, making adjustments as needed to ensure optimal cleaning and drying results.
- Remove garments promptly from machines, checking for cleanliness and dryness.
- Properly fold, hang, and package clean laundry items for delivery or pick-up.
- Deliver guest laundry orders to designated rooms or areas in a timely and accurate manner.
- Handle guest inquiries, concerns, and special requests related to laundry services promptly and professionally.
- Collaborate with the laundry department team to ensure efficient workflow and timely completion of tasks.
- Maintain cleanliness and organization in the laundry area and storage rooms.
- Adhere to hotel policies and procedures, including safety and security protocols.
- Report any equipment malfunctions or maintenance issues to the appropriate department for prompt resolution.
- Assist in other laundry department tasks, such as sorting and organizing linens or other special projects as assigned.
Job Summary:
As a bartender, you will be responsible for providing excellent customer service while preparing and serving beverages to guests in the food and beverage industry. You will work closely with other team members to ensure that all guests have an enjoyable experience and all drinks are prepared to the highest standard.
Key Responsibilities:
- Greet guests and take their drink orders
- Prepare and serve alcoholic and non-alcoholic beverages
- Ensure that all drinks are made to the correct specification and presented beautifully
- Keep the bar area clean and well-stocked at all times
- Maintain a good knowledge of all beverages and be able to make recommendations to guests
- Handle cash and credit card transactions accurately
- Follow all safety and health regulations
- Ensure that the bar area is kept clean and presentable at all times
- Maintain inventory of supplies and restock as necessary
As a Housing Manager at The First Group - Hospitality, you will be responsible for overseeing the staff accommodation facilities within our hotel properties. You will play a critical role in ensuring that our staff members are provided with comfortable, safe, and well-maintained living environments. Your primary duties will include:
- Overseeing the day-to-day operations of staff accommodation facilities, including maintenance, cleanliness, and security.
- Conducting regular inspections to ensure compliance with health, safety, and quality standards.
- Addressing any maintenance issues promptly and coordinating repairs as needed.
- Managing inventory of supplies and equipment necessary for the upkeep of the accommodations.
- Acting as the primary point of contact for staff members regarding accommodation-related concerns or requests.
- Providing assistance and support to staff members with accommodation-related issues, including resolving conflicts and facilitating room assignments.
- Maintaining accurate records related to occupancy, maintenance activities, and expenditures.
- Preparing reports and presentations as required by management.
- Collaborating with other departments, such as Human Resources and Finance, to ensure efficient operations and compliance with policies and procedures.
- Assisting in the development of annual budgets for staff accommodation operations.
- Monitoring expenses and identifying opportunities for cost-saving measures.
- Ensuring that expenditures remain within budgetary constraints while maintaining the quality of accommodations and services.
- Ensuring compliance with local regulations and legal requirements governing staff accommodations.
- Keeping up-to-date of industry best practices and implementing changes as necessary to meet evolving standards.
- Organizing social activities to drive team engagement.
The 3D Visualiser should be able to deliver high quality 3D images on a very tight deadline, she/he should be responsible to create the same from assigned concept design given by the Interior Designer in charge. Extensive knowledge of Photoshop is a must as the final image should be edited and ready to be used as marketing materials/final ID presentation. Responsibilities include but are not limited to -
- Create 3D renderings for Architecture, Interior and Landscape designs.
- Assisting interior designers, architects and landscape or graphic designers in design details using special rendering software.
- Enhancing images and adding special effects creatively.
- Delivering Design Visualization; presentation Projects to clients.
- Implement the PPM Program and schedule of all kitchen and laundry equipment’s in the Hotel.
- Follow up local authority requirement maintenance plan for kitchen equipment’s.
- Keep record and coordinate with hygiene manager to make sure all requirements are filled up for HACCP.
- Attend to repairs and maintenance of laundry equipments and kitchen equipment - both electric and gas.
- Be responsible for operation, repairs and maintenance of all cold rooms, fridge units, ice machines, and other refrigerated system.
- Be responsible for operation, repairs and maintenance of all ovens, dishwasher, stoves and other electric and gas equipment in the kitchen.
- Provide assistance / technical know-how in the installation of new or additional kitchen equipment’s.
- Conduct routine inspection to kitchen and bar areas logs all his observations.
- Perform daily log readings of cold rooms and other refrigerated equipment, ensuring proper operation of the equipment.
- Perform equipment repairs as per manufacturer’s recommendations.
- Perform assigned checklists, inspection, testing and log readings.
- Check and replace fused lights in the kitchen.
- Check and replace water filters for coffee machines, combi oven, ice machine and other water systems.
- Perform general and emergency repairs and maintenance to all kitchen equipment.
- Ensure Fire and Engineering safety features operate at peak efficiency.
- Ensure proper records relating to all plant and equipment are kept.
- Review daily log book, rectify or follow up on all items left unsolved from previous shifts in relation to kitchen equipment, system and units.
- Perform the daily task and assignment and ensure that tasks are done in a reasonable time frame and to the standard as set by the Engineering Department.
- Ensure all requests for maintenance are carried out within an acceptable time frame.
- Liaise and supervise Kitchen Equipment Contractors and ensure that appropriate standards are met.
- Assist other engineering associates when required.
- Maintain all tools and equipment in good condition.
- Ensure adequate stock of spare parts and materials
- Adhere to safe operation of all plant equipment and ensure the safety of guests and staff at all times.
The main task for this position will be to support the asset management team. The Analyst is responsible for monitoring the financial and operational performance of the hotel assets, including during the pre-opening phases.
Responsibilities:
- Perform accurate and timely review of the submitted operational reports of Hotel Operators and perform the required analysis of the operating results while liaising with the Hotel Operators for inquiries and clarifications.
- Study the operational reports submitted by the hotel operators, consolidate them, and prepare input notes on any critical areas for the management's consideration. Provide both the reports and input notes to the Management.
- Work with team members to identify and implement initiatives to save costs, increase revenues, and enhance customer experience.
- Provide the required pre-opening support and follow-up for newly operated hotels to ensure the proper initiation of the hotels’ operations.
- Analyze and respond to capital and operational expenditure (CAPEX & OPEX) requests to ensure that the requests address the current needs of the hotels and that no overestimations are made.
- Review and analyze the Actuals and budgets submitted by hotel operators and provide input to management to challenge and debate the budgets and underlying assumptions.
- Review and benchmark the trading performance parameters relevant to the revenue of each asset and at the portfolio level (i.e., ADR, RevPAR, Occupancy, STR, market, … etc.).
- Perform analysis on break-even point, fix/variable cost-ratio, ROI, payback period, payroll & related, productivity, COGS, outsourcing models, energy efficiency, flowthrough, and other KPIs periodically to assess operational efficiency.
- Prepare financial projections and feasibility studies for new acquisition projects with team members.
- Perform qualitative analysis summary for each asset to improve online reputation.
- Conduct ad-hoc research studies as instructed by the Management, whether related to the review of operated hotels or any other related topics of interest.
- Support the team in business assessment, market study, P&L reviews, and other requirements.
- Produce and deliver reporting with high accuracy.
Purpose:
As a Rooms Division Management Trainee, you will have the opportunity to develop your skills to become a future leader in the hospitality industry. At The First Group the Management Trainee programme would like to invite graduates from leading hospitality schools and provide them with hands-on operational experience, tailor made in the selected area of specialisation over the period of 12 months.
Responsibilities:
- Familiar with Rooms Division Standards and Procedures including Housekeeping and practice the duty of all sections.
- Maintain good working relations with all departments.
- Report to management on deficiencies and irregularities noted in the operation.
- Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.
- Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.
- Be alive to new ideas and system which could benefit the department and hotel.
- Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments.
- Responds immediately on medical requests and emergencies.
- Assist in investigating and resolving written guest complaints.
- Maintain good and smooth guest relations, builds rapport, and offer personalized service and assistance.
- Assist Front Desk when required, help guest check in, check out, etc.
- Assist other departments in resolving problems when Department head concerned is not available.
- Participate in Manager on Duty coverage as required.
- Assist and drive up selling at the point of check-in to increase overall room’s revenue.
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out and Paymaster’s are managed.
- Supervise work operations of the department.
- Deliver high quality service to guests.
- Ensure guest needs and reasonable requests are met.
- Seek opportunities to continually improve guest service.
- Take appropriate action to resolve guest complaints.
- Maintain a high level of product and service knowledge to explain and sell services and facilities to guests.
- Adhere to the hotels and emergency policies and procedures.
- Be familiar with property safety, current first aid and fire emergency procedures.
- Ensure a high level of cleaning is maintained in work area.
- Ensure all reporting and servicing deadlines are met on a timely basis.
- Be involved in the recreation department operations and understand and be familiar with all the facilities, memberships and services provided.
- You will also be trained in other department of the hotel operations such as security, Human Resources, Recruitment, Finance, Sales & Marketing etc.
- You will require to attend monthly catch ups and review sessions with your appointed mentor/coach.
- Ensures that always properly well-groomed and personal hygiene maintained according to The Frist Group standards.
KEY RESPONSIBILITES
- Responsible for doing all preparations for the service, like preparing table planning and menu’s.
- Making sure to work with clean equipment and surfaces.
- Making sure that he/she is always enthusiastic and delivering great service to all guests, the hostess is the first contact for the guests and should always be aware of that in answering email, phone or speaking with the guests directly.
- Keeping an eye on guests when they move or something changes and communicating this with waiting staff and kitchen.
- Taking orders and giving information to guests if required and clearly communicate this to colleagues.
- Making the waiting and kitchen staff aware of VIPs and special requests or needs from guests.
- During the service the hostess should be able to deal with challenges, changes and keep an eye on table turnovers.
- If necessary preparing orders like drinks and preparing snacks, bread.
- Responsible for cleaning tasks during and after service.
- Making sure that all the guest areas look immaculate.
- Attend departmental meetings if required.
KEY RESPONSIBILITES
- Responsible for doing all preparations before and during the service, like preparing tables and polish cutlery.
- Keeping track of the stock and supplies in the restaurant and communicating where there might be a shortage like linen, glasswork etc.
- Have an extensive knowledge of the menu’s and other F&B outlets.
- Serving in either conference rooms or other F&B outlets if required.
- Taking orders from the guests, explaining the menu and advising the guest on their decision making.
- Liaising with management for advice if required.
- Communicating with the kitchen about the orders and being very clear about special wishes of guests.
- Consistently upsell of food and beverages and making guests aware of promotions.
- If necessary preparing orders like drinks and preparing snacks, bread.
- Serving at parties and reception if required.
- Dealing with the payments and doing closure paperwork if required.
- Serving the guests with all food and beverage requirements during their stay in an attentive and efficient way.
- Taking reservations, in corporation with the supervisor and hostess/host if necessary because of special requests of the guest.
- Responsible for cleaning tasks during and after service.
- Making sure that all the guest areas look immaculate.
- Attend departmental meetings if required.
- Take feedback from guests and notifying management about it.
- Share ideas for improvement
- Know the software in the F&B outlets to be able to put in the orders
- Ensuring your guests receive what they ordered, guest satisfaction is key at all times
- Taking pride in your daily actions with the team as well as our guests.
KEY RESPONSIBILITES
- Responsible for doing all preparations before and during the service, like preparing tables and polish cutlery.
- Keeping track of the stock and supplies in the restaurant and communicating where there might be a shortage like linen, glasswork etc.
- Have an extensive knowledge of the menu’s and other F&B outlets.
- Serving in either conference rooms or other F&B outlets if required.
- Taking orders from the guests, explaining the menu and advising the guest on their decision making.
- Liaising with management for advice if required.
- Communicating with the kitchen about the orders and being very clear about special wishes of guests.
- Consistently upsell of food and beverages and making guests aware of promotions.
- If necessary preparing orders like drinks and preparing snacks, bread.
- Serving at parties and reception if required.
- Dealing with the payments and doing closure paperwork if required.
- Serving the guests with all food and beverage requirements during their stay in an attentive and efficient way.
- Taking reservations, in corporation with the supervisor and hostess/host if necessary because of special requests of the guest.
- Responsible for cleaning tasks during and after service.
- Making sure that all the guest areas look immaculate.
- Attend departmental meetings if required.
- Take feedback from guests and notifying management about it.
- Share ideas for improvement
- Know the software in the F&B outlets to be able to put in the orders
- Ensuring your guests receive what they ordered, guest satisfaction is key at all times
- Taking pride in your daily actions with the team as well as our guests.
The Housekeeping Supervisor is responsible for the operational efficiency of all housekeeping areas and the service delivery of those areas within budgeted guidelines.
KEY RESPONSIBILITES
- Supervise the implementation of housekeeping standards and procedures in relation to:
- Bedroom service
- Bathroom service
- Valet service
- Cleaning service
- Linen maintenance
Recommended changes to these standards and training needs on an ongoing basis.
- Maintain a current and thorough knowledge of all housekeeping systems.
- Assign tasks/rooms to the Housekeeping staff and show presence on the ‘floors’.
- Ensure maintenance of the equipment used by the employees and ensure that it is cleaned and stored correctly.
- Ensure that all vacuuming, polishing, carpet care, general cleaning is done in a professional manner and according to established schedules.
- Open and close the shift and ensure effective shift hand over.
- Prioritise arrival rooms.
- Liaise with Front Office for guest and hotel requirements.
- Ensure guest valet is processed and delivered in a timely manner.
- Co-ordinate special projects (e.g. site rooms, vermin control, window and carpet cleaning, room inventories)
- Manage all special requests made by guests
- Ensure consistency within the department
- Manage lost property for the hotel
SUMMARY
The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver “you can Count on Me“service behaviour and create the right environment which our colleagues can experience that will help them to be Responsive, Respectful, Deliver Great Guest Experience & build Customer Service culture.
Joining a dynamic, vibrant and customer focused team you will display a positive ‘can do’ attitude and be responsible for delivering an exceptional customer service experience to all our guests.
As a TRYPster, You will make guests feel amazing, create warmth & strike up conversation.
KEY RESPONSIBILITES
- Responsible for managing the assignment of rooms and supports the front office by serving as the liaison between Sales, Housekeeping and the Front office
- Assign, monitor & manage VIP arrivals/ bookings/ arrange amenities
- Manage room inventory days out in advance and relay any overbookings or upcoming issues to the appropriate leadership
- Responsible for blocking all group and F.I.T guest reservations in the rooms PMS System
- Manages available rooms inventory in the rooms PMS system, including special requests, long stay guests, VIP’s
- Handle VIP assignments, pending room communication, execute room moves, facilitate guest room amenity deliveries; all while also acting as a front desk agent to cover agents' breaks and answer internal and external calls throughout their shift
- Provide quality guest services that include registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming room reservations, and presenting statements to and collecting payment from departing guests.
- Continually check the accuracy of room count & room availability
- Ensure all rooms and suites assigned according to guest preference
- Completion of all Opera reports that are focused on blocking certain room types for guests
- Assist to attend the Group Resume meeting and handle all group arrivals
- To have a full working knowledge of the Wyndham Rewards and its benefits by taking every opportunity to enrol new members
- Maintain comprehensive knowledge of standard reservation procedures
- Communicate to Assistant Front Office Manager and Duty Manager all information likely to be of interest to hotel Management such as the expected arrival and departure of VIPs and all other pertinent information
- Be aware of the hotel availability and of every opportunity to maximize room revenue
- Gain understanding of the departmental goals and financial targets and support management team in achieving these targets
- Ensure all emails are replied to in a professional and timely manner
- To work closely with Service team for any Guest Relation request and arrangement
- Maintain file system and assist with data entry
- Maintain inventory of office supplies & ensure any requests are made according to pre-set budget
- Maintain security of information relating to guests and colleagues in the hotel
- Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures.
- Communicate closely and regularly with Housekeeping Room Controllers in terms of room assignments
- Assume overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained
- Perform other clerical tasks as needed
- Be familiar with all S.O.P.s and Job Aids relating to the Front Office Operations
- Develop and maintain positive productive working relationships with other associates and departments
- Support Front Desk staff by participating in training efforts, assisting at the Front Desk during peak arrival periods and break times, and answering telephones
- Prepare group/VIP key packets and arrivals
- Place rooms in OOO & OOR status and communicate with Housekeeping and Engineering
- Work closely with Revenue Management to help control the overbooking process
- Co-ordinate with Sales for any group bookings
- Ensure all special rates and comp forms are filed
- Daily answer all social media platform guest feedback
- Produce monthly Reports for the FO team & Management
- Other functions not listed deemed necessary by the Assistant Front Desk Manager and Director of Rooms
- Recycles whenever and where-ever possible and enforces cost saving measures
The Content Marketing Executive will contribute to the development and implementation of content marketing strategies across various online channels, with a focus on social media management, content creation & online reputation management. Their responsibilities will include assisting with content management across different platforms, including blogs, SEO, social media, websites, and newsletters. The role is designed to enhance the company's organic search results, boost brand awareness, and aid in increasing revenue.
- Social Media Management:
- Schedule daily posts on various platforms (Instagram, Facebook, LinkedIn, YouTube).
- Develop engaging content and monitor industry trends.
- Collaborate on content creation and ensure visual and written alignment.
- Generate monthly content calendar and handle community management.
- Analyze competitor activity and trends for brand alignment.
- Provide urgent copywriting support and track call-to-actions with UTM.
- Online Reputation Management:
- Manage inquiry responses and monitor online reviews.
- Identify and escalate negative reviews for resolution.
- Craft professional responses and encourage positive reviews.
- Collaborate to address customer issues and improve ratings.
- Mitigate fake profiles and provide regular progress reports.
- Content Marketing & Management:
- Develop content plans for increased traffic and engagement.
- Plan digital content across relevant platforms.
- Liaise with stakeholders and production teams.
- Audit and commission third-party content as needed.
- Schedule and publish high-quality content, supporting website optimization and SEO practices.
- Email Marketing Support:
- Assist in newsletter editorial planning and content selection.
- Analyze insights from newsletter campaigns.
- Reports & Analysis:
- Analyze key metrics and ROI against objectives.
- Monitor social media trends and campaign effectiveness.
- Utilize Talkwalker insights for positive brand perceptions.
- Deliver timely monthly social reports on growth, engagement, and opportunities.
Responsibilities:
- Review the daily production sheets with Demi or Chefs de Partie or Sous Chef when the first is not present.
- Prepare, and when required, delegate the production of the necessary food items in accordance with standards in a timely and efficient fashion to ensure that there is no interruption to guests service.
- Actively participate in training of culinary skills to junior talents.
- Adhere to standardized recipes and specifications in order to maintain consistency and ensure all standards are met.
- Keep work station clean and organized including, but not limited to, fridges, freezers, counter tops and stove tops
- Ensure that station opening and closing procedures are carried out according to the standards.
- Keep over-production and food waste to a minimum, ensure proper rotation, labelling and storing of food in order to reduce food cost expenses.
- Ensure FIFO is practiced.
- Operate all kitchen equipment and conduct them with safety in mind at all times
- Ensure that all the food products are handled, stored, prepared and labelled properly and served safely in accordance with hotel and government food safety guidelines.
- Report any and all deficiencies in kitchen equipment functionality and quality of food products to Chefs de Partie or Sous Chef in a timely fashion.
- Compliance with all safety regulations of assigned tasks
- Ensure a clean and safe working environment with active participation in the hotel health and safety program.
- Adhere to all environment policies and programs as required.
- Make sure to log all information in the kitchen log book.
- Briefing with talents on new happenings and follow up.
- Cleaning schedule to follow.
- Always do the line check.
- Ensure full liaison with other members of the section and the kitchen team.
- Strong communication with Chefs de Partie of the section.
- Key relationship with all chefs and colleagues.
- Daily data collection and reporting of issues as they arise.
- Vegetables, dried goods and other food related items to be stored properly.
- Understand and apply the principles of HACCP program.
- To report for duty punctually wearing the correct uniform and name badges at all times.
- Organize together with Chef de Partie the shift on his/her section with regard to mise-en-place production and its service.
- Take orders from his/her Chef de Partie and carry them out in the correct manner.
- Collaborate with his/her Chef de Partie to write daily wine, dry store, food requisitions and kitchen transfers on the appropriate forms for the approval of the Executive Chef / Executive Sous Chef in order to achieve the high stock rotation desired in the section.
- Maintain good employee relations and motivate colleagues.
- Work to the specifications received by the Chef de Partie regarding portion size, quantity and quality as laid down in the recipe index.
- Be responsible for completing the daily checklist regarding mise-en-place and food storage.
- Attend daily and monthly meetings with the Chef de cuisine and other meetings as requested by the Executive Chef / Executive Sous Chef.
- Report any problems regarding failure of machinery and small equipment to the Chef de cuisine and to follow up and ensure the necessary work has been carried out.
- Check the main information board to figure out re-change of any Banquets or other information regarding the organization.
- Keep the section clean and tidy.
- Pass all information to next shift.
- Accidents and sickness to be written in log Book and report to the Executive Chef / Executive Sous Chef.
- Assist the Chef de cuisine in composing new recipes and menu ideas.
- Have a complete understanding of and adhere to the company’s policy relating to fire, hygiene and safety.