Latest Jobs at Kerzner International

Job Summary

The purpose of this position is to manage the daily activities, reporting, training and operations of the Guest Services operations and colleagues. With experience in a high quality luxury boutique hotel/resort guest services, the Assistant Front Office Manager will support the Front Office and Guest Services team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues.

Key Duties and Responsibilities

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Supervise and manage employees. Understanding employee positions well enough to perform duties in employees' absence.
• Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assist with energy conservation efforts by monitoring compliance during property tours.
• Support implementation of the customer recognition/service program, communicating and ensuring the process.
• Support implementation of the upselling program, communicating and ensuring process.
• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Ensure compliance with all policies, standards and procedures.
• Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Observe service behaviours of employees and provides feedback to individuals.
• Maintain high visibility in public areas during peak times.
• Provide immediate assistance to guests as requested.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system.
• Review comment cards and guest satisfaction results with employees.
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Inform and/or updating peers and subordinates on relevant information as it happens.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicate any variations to the established norms to the appropriate department immediately.

Education or Certification

• Minimum two years working in a luxury, or boutique hotel guest services department
• Must be proficient in hospitality revenue management, guest services and team development
• Previous guest service and reservations experience preferred.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.

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Job Summary

The Front Desk Agent is responsible for all systems and procedures connected with Front Desk - Check in, Check Out, Resort Information, Cashiering, Luggage Handling, and other related Front Office duties. You will at all times project an image of courteousness and hospitality whilst dealing with guests and fellow colleagues. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. The Front Desk Agent operates under the general direction of the Front Desk Manager, and within the limits of established hotel policies and procedures.

Key Duties 

• Able to drive and support revenue generation by following the upselling program that is available.
• Be diligent in keeping the PMS system accurate and relevant at all times.
• Ensure all processes and procedures are followed with guests’ arrival and departure.
• Must be able to update computer systems with relevant information obtained from guests.
• Ensure strict adherence to policy when taking payments for accommodation and incidentals.
• Complete refund process in accordance with hotel protocols.
• Be able to perform room moves and upgrades on the PMS System.
• LQA standards to become part of your daily routine.
• Handling foreign currency exchanges.
• Perform a comprehensive pit check, Credit Limit checks and all other financial processes daily to ensure full compliance.
• Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.
• Answering questions about facilities in the hotel and the surrounding area
• Dealing with complaints or problems and escalating to a Manager on Duty when necessary.
• Be able to communicate telephonically and to provide callers with requested information.
• Relay and route written and verbal messages
• Handle room reservation requests after office hours
• Assist with customer service enquiries
• Ensure the filing of customer bills – docket and correspondence management – Guest Pits
• As required or requested by the leader on duty, assist with or accept other responsibilities in the office
• Is responsible for their own cash floats and cash handling
• Ability to effectively use the following operating systems: OPERA, ALICE, SAGA; ReviewPro – Guest Messaging Hub
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
• Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Use the communications tools as per the standard of communication established by the Resort
• Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Supervisor / Manager
• Support the Hosts were required

Skills, Experience & Educational Requirements

• Minimum of 2 Years working experience at 5-star establishment
• Diploma / Degree in Hospitality / Travel & Tourism desirable
• Fluent in English / Multi-lingual a plus.
• Good communication skills
• Must be computer literate
• Proficiency on Microsoft office, Outlook and Opera is required
• Excellent Guest Relations skills
• Can do attitude
• Must be able to multi-task
• Must respect privacy and confidentiality
• Must have an understanding of health and safety protocols
• Knowledge and adherence to hotel’s policy and proceduresa

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Job Summary

Responsible for maintaining, repairing, installation or replacing of building fabric and building services when they malfunction, break or need to be installed. Responsible for the periodic inspection and preventive maintenance of the building and its services.

Key Duties and Responsibilities

• To be familiar with the buildings and public areas, all pieces of equipment and installation, pipe and cable routing, valves and control panels, ducting, dampers and electrical, water and gas meters.
• To continuously give feedback to the supervisor on tasks pertaining to the trade.
• To perform room maintenance as per Perfect Room Program checklist.
• To perform Public Areas Maintenance as per PAM program checklist.
• To fill and record any discrepancies found in the rooms and public areas and inform supervisor accordingly.
• Determine sources of possible defects in order to prevent unexpected breakdowns and perform proper repairs..
• Responsible for the tools provided by the hotel.
• Must be able to work without constant supervision.
• Ensure that safety aspects are looked at.
• Must be familiar with fire detection systems, firefighting and escape routes– smoke and heat detectors, call points, fire hose reels and fire hydrants.
• To attend fire alarm calls out and assists as per fire alarm procedures.
• Ensure that emergency situations are dealt with, with tact and solved accordingly.
• Ensure that hotel assets are protected while performing duty.
• Must ensure that protective equipment is used wherever applicable.
• To maintain a clear and clean workplace.
• To attend weekend and public holiday duties as per roster.
• To attend morning briefings and wrap up sessions in the afternoon.
• To assist with work undergone by either outside contractors or in-house colleagues.
• Is expected to be available at any time to carry out any job outside the scope of his daily work, according to the needs of the operation or to intervene personally on repair and maintenance work when necessary.
• To be able to work in a team as required by the nature of the work for good functioning of operations and pertaining to guest satisfaction.
• To ensure that all maintenance requests are logged in the maintenance request book and communicated for action to the related person/s.
• To attend to daily maintenance requests as assigned.
• To fill in the maintenance request log book once job completed, providing all details as required in the log book.
• To be able to attend phone calls and liaise with guests as per company norms.
• Should have good communication skills with other departments relating to maintenance work.

Skills, Experience & Educational Requirements

• To be able to complete work in a timely manner.
• Have at least 3 years’ experience in a similar post.
• Fluent in written and spoken English, other languages spoken are a distinct advantage
• To be able work well under pressure.
• To be able to work shifts, public holidays and weekends.

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Job Summary

To assist the Chef de Cuisine/ Senior Sous Chef in the co-ordination and supervision of the running of the kitchen department with the aim of maintaining the standards and of achieving maximum guest satisfaction.  To increase sales, to achieve budget food cost and to stay within the budget of general kitchen expenses.  To deputize in the absence of the Chef de Cuisine/ Senior Sous Chef.

KEY RESPONSIBILITIES 

• Ensure immediate subordinates perform within the framework as set forth in their job descriptions and standards of performance.
• Ensure the colleague time book is completed daily.
• Ensure all kitchen colleagues commence duty on time and that they are wearing the correct uniform and adhere to  health regulations
• Practice daily on the job training and assist the Chef de Cuisine in his monthly training sessions; be actively involved in facilitating classes.
• Ensure safe working conditions for all kitchen personnel by adhering to safety regulations stipulated by the resort policy and procedure.
• Ensure that all maintenance requirements are reported and recorded daily.
• Responsible for all deliveries, check them properly with an emphasis on quality, quantity and priced as per agreement.
• Ensure minimum wastage.
• Check regularly and physically on the correct staffing of the department.
• Ensure a fast and efficient service to the guests.
• Ensure customer relations are of a high standard and all complaints are dealt with immediately and in a manner satisfactory to the customer.
• Bring creative ideas for new dishes, more attractive presentations, food promotions etc.  to the attention of your immediate supervisor.
• Reports to Executive Chef.
• Takes decisions on operational matters concerning the kitchen that are outside the responsibility of the subordinates.
• Maintains excellent relations and professionalism amongst all peers.
• Stays in contact with staff in the department, managing through example.
• Co-ordinate with Maintenance for all work to be completed in the kitchen.
• Maintain good working relationships with F&B service team.
• Recommend changes in system and procedure to increase efficiency and to improve service quality
• Ensure prompt and accurate service by kitchen colleagues, to achieve a high level of customer satisfaction.
• Ensure availability of raw ingredients at all times through proper planning, correct requisition timing and correct storage in Walk-ins.
• Ensure implementation and maintenance of standards of food quality, preparation and presentation
• Actively support F&B service with regular attendance of their briefings.

SKILLS, EDUCATION & EXPERIENCE

• 2 years’ experience in store operation  in 5 star hotels
• Interpersonal, organizational and strong administrative skills
• Strong communication skills
• Good business acumen
• Computer literate
• Knowledge in Outlet
• HACEP
• Hygiene, Health and Safety standard