Ole Sereni Hotel Club Lounge - Apartment Floor Manager Jobs in Nairobi - Kenya
Ole Sereni Hotel Club Lounge - Apartment Floor Manager Jobs in Nairobi - KenyaJob Summary
The incumbent in this position is responsible for the satisfaction of Club & Apartment Guests throughout their stay at the hotel by ensuring that they receive personalized and dedicated service in addition to looking after apartment level to make sure everything is well-maintained and in good working order. 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.
Ability to work under pressure.
A passion for delivering exceptional levels of Guest service.
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.
Developing others/Motivating others/Planning/ organization/ Problem solving & decision making
Interpersonal skills; customer service orientation, communication skills.
Writing skills: able to write welcome letters and apologies to guests.
Listening & oral skills.
Plan, organize, and motivate Club Lounge/Apartment Floor agents to excel in delivering excellent service to all arrival guests.
Monitor monthly Food & Beverage cost and Profit and Loss expenses for the Club Lounge.
Ensure adequate staff coverage that meets the demand in the hotel.
Check the next day arrival report and ensure the guest history remarks and amenities are in place.
Meet all guests on arrival or during the course of their stay to ensure the requests and needs are met.
Assign Club rooms and inspects arrival VIPs room to ensure amenities have been placed in the rooms and any special requests are in place.
Guide, coach, counsel and evaluates the performance of Club Lounge/Apartment Floor agents.
Check attendance and punctuality Club Lounge/Apartment Floor agents.
Train, guide, coach and develop Club Lounge/Apartment Floor agents to handle day-to-day duties/tasks more efficiently.
Liaise closely with the Front Office Manager on any special events, VIPs arrival and ensure pertinent information and instructions/changes are disseminated.
Ensure the ambience, cleanliness and exclusivity at Club Lounge and Apartment Floor area is maintained at all times.
Forecast the next 7 Days Food & Beverage for Club Lounge and ensure sufficient staff coverage.
Attend to any VIPs complaints or comments/feedback.
Ensure to uphold a high level of safety precaution - Fire, Life, Health & Safety and HACCP at all times.
Ensure that all Guest supplies and amenities are offered and replenished to the required standards.
Inspect Apartment rooms to ensure that they are well maintained and everything is in good working order.
Maintain an active presence in the Club Lounge and Apartment level.
Check the weekly duty roster for Club Lounge department and ensure that there is adequate staff coverage to meet the demands of the hotel.
Write personalized welcome back cards for repeat Club guests.
Attend daily and weekly internal department or related meetings/briefings and share any information/interests.
Chairs Club Lounge/Apartment Floor agents meetings to enhance the level of service and resolve work issues.
Awareness and sensitivity to the concept of luxury and quality.
Required education: Diploma, Associate's degree
Required relevant work experience: 2 years
Required languages: English (Spoken: fluent | Written: fluent)
How to Apply
Interested and qualified candidates should apply online by 18th April 2019
For more information and job application details, see; Ole Sereni Hotel Club Lounge - Apartment Floor Manager Jobs in Nairobi - Kenya
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