Massive Recruitment by Ole Sereni, Nairobi, Kenya

Room Attendant

Job Summary
The incumbent in this position is responsible for cleaning and supplying all assigned areas according to standards as set by Ole-sereni. Ensures guests satisfaction by living the ole-Sereni Standards.
Responsibilities
·          Alert, well informed about the Hotel and able to work during peak hours rapidly, maintaining a constant standard of performance.

·          Carries out his duties strictly in accordance to the established procedures and is aware of the important responsibility to keep the expensive Housekeeping cleaning machines in perfect condition at all times.
·          Ensures standards are maintained with regards to room cleanliness and room set up.
·          Cleans the assigned guest rooms to the standard set by the hotel.  That involves, but is not limited to, making beds, cleaning bathrooms and replenishing amenities.
·          While cleaning the guest rooms, to check all furniture and fittings in the room are working properly, if not report anything broken, missing or damaged to the supervisor.
·          Cleans the corridor of the floor where rooms are assigned.
·          When on afternoon shift to clean assigned rooms to the standard set by the hotel.
·          When on evening shift to turndown occupied and expected arrival rooms as per the standard set down by the hotel, and any other duties requested by the supervisor.
·          Checks vacant rooms every morning to ensure they are not left on Turndown and touch up where necessary.
·          Stocks the housekeeping trolley to the standard required, and maintain it during the day.
·          Removes room service trays and trolleys etc. and place in the service area.
·          Is responsible to keep the pantry and service areas on appointed floor clean and tidy at all times.
·          Has a working knowledge of products and equipment used to clean the assigned rooms.
·          Maintains all equipment in good and clean condition.
·          Verifies the physical status of rooms and updates Order Taker of any discrepancies found.
·          Reports any lost and found items at once to Order Taker or Supervisor.
·          Writes down on his/her assignment sheets relevant information for record purposes, and possible future inquiries.  At the end of the shift, reports special attention guest, unusual situations, incidents that need follow up, to ensure consistency and guest satisfaction.
·          Re-arranges furniture layout whenever necessary.
·          Empties garbage and ashtrays regularly according to procedures.
·          Reports to Supervisor any sickness or unusual behavior of guests.
·          Cleans and maintains cleaning equipment and machines and stores them in designated store room after every use. Reports any defect to the Supervisor immediately.
·          Cleans and keeps pantries and store rooms clean, tidy and properly supplied at all times.
·          Answers all guest questions/requests in a friendly and caring manner, takes appropriate action, or if needed, refers the matters to the relevant persons to handle.  It may be providing information, giving an extra item such as a towel, etc.
·          Flexible in shift timings and days.
·          Signs in and out on the signing sheet.
·          Attends training sessions or communication meetings as advised by the Supervisor.
·          Carries out fire, safety and evacuation procedures as required by the policy of the hotel.
·          Cooperates in the performance of any reasonable task requested by managers of the hotel.
·          Knows and adheres strictly to Lost & Found procedures.
·          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.
·          Training of new employees.
·          Cost efficient usage of cleaning chemicals.
·          Follows the code of conduct.
·          Ensures that all potential and real hazards are reported and rectified immediately.
·          Follows company grooming standards, Company’s policies and procedures.
·          Reports any work related accidents happened on premises.
·          Familiar with evacuation procedures.
·          Maintains good relationship with coworkers in Housekeeping and other departments throughout the hotel.
·          Additional responsibilities and tasks can be added at any time, depending on the need of the business and hotel

Banquets Supervisor

Job Summary
Reports to the Banquets Manager and his responsible for directing and supervising the activities of the banquet servers and casuals assigned in the function that he/she covers.
Qualifications
·          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
·          Assists the Banquets Manager in supervising the day to day operation of the Banquet Department.
·          To conduct the functions of the Banquets Manager in his absence
·          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 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
·          Always holds pre-function meetings to ensure that all employees have pertinent information and station assignments
·          To ensure that banquet rooms are set up to the required standard, and as per the standards/ guest request.
·          Inspect table set-ups; check for cleanliness, neatness and agreement with group requirements and departmental standards; rectify deficiencies with respective personnel.
·          Check buffet tables/receptions/coffee breaks for cleanliness, attractiveness, layout; ensure agreement with function order and departmental standards; resolve any problems. Ensure replenishment of items as specified on event orders and requested by group contact.
·          Check bar set-ups for cleanliness, organization and agreement with group requirements and departmental standards; resolve any problems.
·          Continually monitors banquet function(s) as assigned and informs Manager of any problems that need to be addressed.
·          Effectively supervises the activities of all Banquet Food Servers and Bartenders in the function rooms during assigned shift, ensuring all functional job duties are performed according to established departmental policy/procedure
·          Inspect banquet areas at end of function to ensure all equipment is returned to its proper area and all areas are clean.
·          Ensure that unused food is returned to the Kitchen, that designated condiments are broken down and properly stored (butters, cream, dressings, etc.) and that all Banquet supplies are returned to designated storage areas.
·          Ensures that all banquet checks are settled at the end of each function and entered into the POS System
·          To originate for approval by the Banquet Manager the general stores requisition, beverage requisition and the kitchen requisition.
·          To maintain par stocks for silverware, china, linen, dry food stuff, stationary and non-alcoholic beverages. Also, to revise these par stocks as per seasonal changes
·          Supervises monthly inventory of operating equipment in coordination with the Revenue Controller.
·          Responsible for maintaining reasonable cost control in the department without compromising on quality
·          To account for the spoilage of food and beverage items and breakage of glassware and china
·          Makes endorsement in the logbook at the end of the shift all guest comments, complains, accidents, unusual events or any matter that will affect the following shift
·          To ensure proper posting of bills and accounting of all guest cheques and staff tips
·          To identify training needs and to train banqueting staff.
·          To ensure the grooming of his staff as per the standard laid down by the management
·          To undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position as per the request of the Banquet Manager.
·          To ensure that company property is safe to use, cleaned appropriately, and kept secure at all times.
·          To run departmental staff briefings daily.
·          Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.
·          Adjust schedules throughout the week to meet the business demands.
·          To hire casuals for events in coordination with the Banquet Manager and to ensure they comply with our grooming standards
·          To participate in any training/development schemes required by management

Porter

Job Summary
A hotel porter, also called a hall porter or bellboy, works at the front-line of hotel services and has a lot of contact with guests and is responsible for a variety of tasks aimed at ensuring the customer’s stay is a relaxed and enjoyable one.
Among the duties that hotel porters will perform are carrying the customer’s luggage to the room and demonstrating how the features of the room (ventilation, television, lights and so on) work. They may also provide a primary point of contact for customers seeking information on the local area and attractions, and may be called upon to book tickets for attractions and arrange transportation for customers. They deliver newspaper, letters and parcels to customers’ rooms, as well as run any errands that may be asked of them (picking up dry-cleaning, for example).
Qualifications
·          Have worked at grade 1 – 2 in the hotel industry 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
Responsibilities
·          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 escort guest to their allocated rooms as per standards instructed and carry out room orientation
·          To tag all guest luggage with guest name and room number and deliver the luggage in the allocated rooms on guest arrival
·          To collect baggage 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 follow the house rules and policies laid down by the management

Housekeeping Control Desk Attendant

Job Summary
Housekeeping control desk is the main communication Centre of the housekeeping department. It is the area in the department where all information is received and where messages are conveyed to housekeeping and other sections of the hotel. One of the main functions of the control desk is ensuring smooth coordination between housekeeping and other departments.
Qualifications
·          Good telephone etiquette
·          A high standard of work and attention to detail
·          Ability to perform assigned duties with attention to detail, speed, accuracy.
·          Follow through, courtesy, cooperativeness and work with minimum supervision.
·          Ability to work alone and as part of a team
·          Respect for guests’ privacy
·          A polite and helpful manner when dealing with guests.
·          Must be a self motivator – work with little supervision
·          Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
·          Punctuality and regular and reliable attendance.
·          Honesty and Integrity
Responsibilities
·          Responsible for all calls forwarded to the Desk and ensures that the right message is conveyed to the right person. All telephone calls should be given top priority and answered efficiently maximum three rings and following good telephone etiquette
·          Receive messages from guests such as a request for laundry, iron/board and transmit to the concerned floor supervisor for further action.
·          Maintain a guest call register E.g. Maintenances, requests, special instructions etc. This will help in keeping a track of the completion of the activity and the duration of the same.
·          Follow up with concerned departments in case of guest requests/ complaints.
·          Keep track of arrival of pre-registered guests as regards profile/VIP status, timing, pax, any special request.
·          Receive information from the Front office also about the expected and existing crews in the house. So that the rooms can be make ready for the new arriving crew after the departure of existing crew in a very short period of time.
·          Receive departure room numbers from the front office and transmits them to the appropriate floor supervisor.
·          Receive information from Floor Supervisor on rooms that are clean and ready for sale and make the relevant room status changes on the software as per the instruction given by floor supervisors.
·          Maintaining records related to day to day operations of Housekeeping.
·          Updating the Housekeeping data board with information like VIP inhouse, Today’s occupancy Percentage, arrivals, departures, to do list, rooms for super cleaning etc.
·          Prepare the room discrepancy list for Front office.
·          Prepare the VIP amenities list.
·          Handle the lost and found procedures and all enquiry.
·          Maintaining the “I need it now” cupboard.
·          Coordinate with Engineering / Maintenance department for room maintenance issues.
·          Should have complete information related all the rooms in hotel.
·          Should always have information on where all staff are allotted for the work. E.g. Staff allocated level 2, public area etc.
·          Give proper handover to the next shift and mention all responsibilities in detail to next shift staff before leaving.
·          Assist Housekeeper and Asst. housekeeper in preparing the monthly reports.
·          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

Front Office Receptionist

Job Summary
Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of 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
·          Have worked at grade 1 – 2 in the hotel industry at an Equivalent position.
·          Clearly Demonstrated customer Service skills and talent
·          C+ in KCSE
·          Have undertaken either internally or through other sources the following course:
·          Customer Care / Hospitality
·          Communications Skills
Responsibilities
·          Checks in guest in an efficient and friendly manner, using guest name whenever possible.
·          Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
·          Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Switch Board Attendants
·          Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters which have the billing instructions.
·          Ensure room allocation is done as per guest request and correct rate charged. Any upgrade MUST be authorised by the Sales Manager/ Front Office Manager or Supervisor. Arrange for luggage to be delivered to guest room. Issues correct keys to the guest.
·          Check in guests as per the SOPs and ensure that they are properly registered into the System, relevant documentation attached and filed.
·          Take deposit/down payment from guests settling their bills directly upon arrival
·          Ensure every guest is ushered to their rooms upon check in.
·          Ensure there is enough operational float at all times
·          To print the contingency reports, i.e. departure list, high balance report, in-house guest list, guest ledger balance report, at the beginning of every shift at 7am, 3pm and 11pm. This will be filed in the respective files as a backup In-case of system failure.
·          Correctly performing Forex exchanges at the applicable rates in liaison with Finance department.
·          Ensure departure list are ready with all the chitties attached to the guest folios prior to guest check out.
·          Maintains a balanced bank assigned by the hotel. Makes change, cash cheques, exchanges foreign currency. Reconciles all transactions at the close of each shift
·          To efficiently check out guests and receive any payments related to their stay while transferring the city ledger bills to the respective company and attaching the correct correspondences. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction
·          When checking out any guest, check with other revenue generating departments esp. Mini-bar in case there is any other item consumed and not posted.
·          Ensure all the departed rooms have been checked out from the system as the guests check out and the room key taken back from the guest. Check and ensure there are no bills in the dummy account, in case of any, alert the manager.
·          Ensure any rebates/allowances/Discounts are authorised by the Front Office Manager/ GRE/Shift leader and posted in their respective revenue codes
·          Ensure that all cash collections for your shift are recorded accurately in the cashier book and deposited in the main safe deposit box.
·          Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service
·          Works closely with the Porters to ensure smooth handling of guest luggage, deliveries and special requests
·          To read function sheets, guest correspondence letters, memorandums and any other relevant information to ensure that communication between the Front Office department and all other department is maintained at all times.
·          To have up to date information on daily room occupancy
·          To check on VIP reservations, complete their pre-registration formalities and extend to them the regular courtesies
·          Attending to calls, both internal and external calls as per the standards.
·          To maintain up-to date information on room rates, current promotions, offers and packages
·          Sell guest rooms at rack rate for walk-ins or the Best Available rate of the day.
·          Action the housekeeper’s report immediately, reporting any discrepancies to the Front Office supervisor and pass it to the housekeeping for investigations and follow up. Ensure that the room status is frequently up dated so as to show the occupied, vacant, due outs, clean, dirty and out of order rooms.
·          To co-ordinate with housekeeping for clearing of rooms
·          To ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
·          To ensure that proper records are maintained for all telephone calls from the rooms
·          Ensure any changes pertaining to room allocation are communicated to housekeeping and GROs so as to plan and prepare amenities, i.e. fruit baskets, flowers, etc accordingly.
·          Ensure guest messages are received, handled and delivered promptly to the rooms and a proper record in liaison with the concierge
·          Ensure the Front Office Reception /Back Office is kept neat at all times.
·          Ensure all group rooming lists are distributed accordingly and promptly. This is for the purpose of call times, information and luggage distribution.
·          To promote hotel facilities, Food and Beverage Outlets, Conference and banqueting, business centre, maximising internal sales.
·          To maintain a good knowledge of reservation procedures, rates, promotions, and room up selling. To be aware of availability and take reservations where necessary.
·          Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage
·          To anticipate and provide for guest needs.
·          To promote a helpful, caring and professional image to guests and staff at all times.
·          Alert the Shift Leaders, GRE or Front Office Manager whenever you recognise suspicious looking person or a known difficult guest.
·          To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as to taking responsibility for your personal development within the company.
·          Have thorough knowledge of Ole-Sereni, its history, facilities and activities available.
·          Keep alert for guests leaving the hotel, especially for comments which could be useful in evaluating the performance of the hotel both favourable and unfavourable.
·          To give proper and complete handover to the next shift
·          To handle all guests without bias or prejudice
·          To follow the house rules and policies laid down by the management
·          To adhere to strict grooming and hygiene standards
·           To consciously and continuously strive to better his/ her skills and increase his/ her knowledge

Baker

Job Summary
Under the guidance and supervision of the Head and Pastry Chefs to prepare all bakery items in line with set kitchen standard, recipe and financial procedure
Qualifications
·          Practical baking skills
·          Creativity for developing new products
·          Good hand-eye coordination
·          Good organisational skills
·          The ability to read and follow recipes, to be creative
·          The ability to follow strict health and safety standards
·          The ability to prioritize and meet deadlines
Responsibilities
·          Make sure and check that all mis-en-place is up to date and liaise with other sections with their mis-en-place and wastage
·          Check weekly function sheets and order sufficient stores
·          Check kitchen stock and control on a daily basis
·          Oversee staff on the section, training on the job, and ensure that the section runs smoothly and efficiently
·          Delegate staff in their duties and ensure compliance to standards of health, safety and hygiene
·          Be able to work under little or no supervision
·          Ensure that a high standard of preparation and presentation is achieved before any dish or foodstuff leaves the kitchen
·          Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
·          Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended
·          Report any hygiene problems including pest sightings to the Head Pastry Chef/Senior chef on duty
·          Report any defective machinery or equipment immediately to the Head Pastry Chef
·          Be constantly aware of new ideas and create new dishes in the F & B outlets
·          Ensure that all food items are date stamped and in line with company policy
·          Maintain a high standard of discipline to reduce waste and accidents.  Report all faults, errors, complaints and compliments to the Senior Chef on duty
Training
·          To attend any internal or external course that management may deem beneficial.
·          To be alive to new ideas and systems that could benefit the department or hotel.
·          To attend departmental meetings.
Maintaining Image of the Hotel
·          To be smart in appearance and courteous at all times, and to act as an ambassador for the hotel.
·          Be mindful of all guest requirements and special requests
·          To be punctual for duty at all times, .remembering breakfast is normally the last impression of the food operation a guest will have
·          To comply with company regulations as stipulated in staff handbook, regarding uniform, timekeeping and general conduct.
Health and Safety 
·          To adhere to the company’s procedures on health and safety, security and hygiene.
·          Full awareness and compliance with the fire evacuation, and security procedures for the Hotel.
·          Reporting any accidents and potential hazards to the Department Head.
Occasional Duties
·          To take charge of the section in the absence of the Head/ Pastry Chef
·          To carry out any reasonable request made by management.
·          To be flexible in the duties required of you, by assisting in another department if requested to by Department Head.
·          Overtime when required and assistance to any other section in the kitchen.
·          Participate in the hotel’s social responsibility programme

Apartment Floor Manager

Job 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.
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.
·          Ability to work under pressure.
·          A passion for delivering exceptional levels of Guest service.
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.
·          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.
Responsibilities
·          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.

Switch Board Operator

Job Summary
To handle all incoming, outgoing and in-house calls, at the telephone exchange installed in the Hotel, as per standards communicated. Telephone calls are often the guests’ first contact with the Hotel. Telephone operators must provide excellent service at all times by ensuring promptness, courtesy and warmth.
Qualification
·          Have worked at grade 1 – 2 in the hotel industry at an Equivalent or higher brand hotel

·          Clearly Demonstrated customer Service skills and talent
·          C+ 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
·          To attend all incoming and outgoing calls promptly as per the set Ole Sereni’s standards.
External calls: “Good Morning/Afternoon/ Evening (depending on the time), Thank you for calling Ole-Sereni, My name is _________, how may I help you?”

Internal calls: ““Good Morning/Afternoon/ Evening (depending on the time), Operator,______ speaking, how may I help you?” For in-house guests, always use guest name:-Mr./Mrs. Brown.

·          Ensures that all calls are correctly and accurately recorded and charged in the charging system.
·          Ensures that all telephone calls are given top priority and answered efficiently maximum three rings.
·          Ensures proper handling of the telephone.
·          To handle trunk calls and overseas calls
·          Ensure messages are received, handled and delivered efficiently.
·          To ensure transfer of telephone calls is done promptly and efficiently.
·          Should not transfer calls unless the receiver comes online.
·          Ensures a clear, friendly and a pleasant smiling tone of voice when handling the telephone call.
·          Record and effect the wake-up call for all hotel guests.
·          To use the guest’s name whenever possible
·          Ensure that the telephone switchboard is never left unattended.
·          Ensure that the day to day hotel events are mastered.
·          Ensure that no private telephone calls are entertained while at the switchboard.
·          Ensure hotel guests’ privacy is maintained.
·          Ensure that all the equipment at the Telephone Operator’s room are clean and properly handled.
·          To handle all guests without bias or prejudice
·          To anticipate and provide for guest needs. Be proactive while on duty.
·          To promote a helpful, caring and professional image to guests and staff at all times.
·          To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as to taking responsibility for your personal development within the company.
·          Have thorough knowledge of Ole-Sereni, its history, facilities and activities available.
·          To follow the house rules and policies laid down by the management
·          To adhere to strict grooming and hygiene standards
·          To consciously and continuously strive to better his/ her skills and increase his/ her knowledge
·          To ensure that correct music is playing in the Lobby, Restaurants and Terrace.
·          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

Reservations Officer

Job Summary
Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail and telephone. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.
Qualifications
·          Previous guest service and reservations experience preferred.
·          Excellent written and oral communication skills required.
·          Positive interpersonal skills required.
·          Must be fluent in verbal and written English.
·          Excellent listening and comprehension skills required.
·          Excellent computer and typing skills are required. Excel and Word proficiency desired.
·          Ability to spend extended lengths of time viewing a computer screen.
Responsibilities
Financial
·          To work along with Revenue Manager to maximise occupancy of rooms and meetings, rates, yield and average spends by implementing appropriate training and communication systems in the hotel.
·          To generate new business for the hotel being aware of selling all services.
·          To actively seek all sales and revenue opportunities both internal and external to increase the profile of the hotel.
·          To be creative in our selling style.
·          To ensure that billing and credit agreements are managed and controlled.
·          To confirm all the corporate bookings & assist checking Monday’s arrivals
·          Assisting with breaking down the file monthly wise.
People
·          To maintain effective working relationships with clients. Identify their needs and ensure their repeat business.
·          To be proactive in creating a proactive sales culture through our people.
·          To develop a close working relationship with all departments, colleagues and managers to ensure guest expectations are met.
·          To network through performing show-rounds, attending events and seeking to represent Ole-Sereni.
·          To develop strong working relationships with all customers in order to maximise sales opportunities and generate business for the future.
·          To be acutely aware of press and public relations.
·          Optimum priority to be given to client’s queries and feedback.
Service and Product
·          To manage all Sales enquiries and communicate all requests to the relevant departments concerned.
·          To evaluate sales performance and product on a regular basis in order to recognise challenges for the future.
·          To ensure effective daily communication with Reservations, Reception, Housekeeping and Kitchen.

Demi Chef de Partie

Job Summary
The role of the Demi Chef de Partie will be to work alongside our Chef de Partie and for assisting in the timely production and presentation of food in the section. As a Demi Chef de Partie you will work with and deputize for the Chef de Partie.
Qualifications
·          Previous experience as a Commis
·          Passion for food preparation
·          Ability to perform job functions with attention to detail, speed and accuracy.
·          Ability to prioritize and organize.
·          Ability to follow directions thoroughly
·          The ability to undertake detailed and intricate work
·          Cleanliness and a focus on health and safety
Responsibilities
·          Clean and prepare vegetables from raw as directed
·          Clean and prepare fish, meat and poultry in line with kitchen standard as directed
·          Keep work surfaces and areas clean and tidy.
·          Collect and put away General Stores and Food Stores items.
·          Assist in the setting up of banqueting buffets, hot and cold buffets.
·          Cook and prepare food for all Food and Beverage outlets under supervision.
·          Ensure all food items are date stamped
Training
·          To attend any internal or external course that management may deem beneficial.
·          To be alive to new ideas and systems that could benefit the department or hotel.
·          To attend departmental meetings.
Maintaining Image Of Hotel
·          To be smart in appearance and courteous at all times, and to act as an ambassador for the hotel.
·          Be mindful of all guest requirements and special requests
·          To be punctual for duty at all times, .remembering breakfast is normally the last impression of the food operation a guest will have
·          To comply with company regulations as stipulated in staff handbook, regarding uniform, timekeeping and general conduct.
Health & Safety
·          To adhere to the company’s procedures on health and safety, security and hygiene.
·          Full awareness and compliance with the fire evacuation, and security procedures for the Hotel.
·          Reporting any accidents and potential hazards to the Department Head.
Occasional Duties
·          To take charge of the section in the absence of the Junior Sous Chef/Sous Chef
·          To carry out any reasonable request made by management.
·          To be flexible in the duties required of you, by assisting in another department if requested to by Department Head.
·          Overtime when required and assistance to any other section in the kitchen.
·          Participate in the hotel’s social responsibility programme

Assistant Front Office Manager

Job Summary
Responsible for assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards.
The Assistant Front Office Manager is responsible for supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. An Assistant Front Office Manager is also responsible for managing the first and last impressions of our Guests.
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 (3) years experience in a similar position, additional language ability is a plus / Minimum of three (3) years experience with a noted Brand.
·          Clearly demonstrated Management and Leadership ability.
·          Knowledge of Labor Laws,
·          Have undertaken either internally or through other sources the following course:
·          Basic Accountancy
·          Management / Leadership
·          Customer Care / Hospitality
·          Communications Skills
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, 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.
·          Honesty and Integrity
Responsibilities
·          Supervise the activities and the service levels of the Front Desk, Concierge, Porters, Door men Business Centre and Travel Desk.
·          Monitors the Front Office employees to make sure all guests receive prompt and personal recognition
·          Promote the basic habits of smiling, greeting guest by name and thanking guests.
·          To ensure that check-in procedures are strictly adhered to and that the correct guest details and charge out details are obtained from each guest.
·          Oversee the VIP guest process including, but not limited to, reviewing VIP reservations, inspecting cleanliness/ amenities in VIP rooms and ensuring smooth check-in/check-out
·          To ensure that all charges are correctly entered on the guest`s bill and that this is up to date at all times.
·          To ensure that accounts are balanced daily by checking and approving all cashiering paperwork and supervising shift take-over and hand-over procedures.
·          Co-ordinate with the Housekeeping and Reservations departments, for all arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner
·          Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
·          To ensure that luggage is delivered to and collected from rooms speedily.
·          To ensure that enquiries, messages & bookings are dealt with courteously and efficiently.
·          Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
·          Review correspondence from guests and incident logs; direct staff according to information obtained.
·          Resolve guest dissatisfaction by investigating, evaluating, and settling of complaints; following up with guests; personally resolving difficult situations
·          Prepare and conduct briefings/meetings.
·          Ensure sufficient front office supplies at all times.
·          Conduct daily pre-shifts to communicate activities and /or special information/resolve issues/train staff.
·          Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
·          During check in and check-out meet and greet guests  who may be waiting, offer immediate assistance to avoid any delays so as to ensure the highest standards of guest care and attention
·          Ensures all records and documents are maintained as per standards laid down by the management
·          To control group and individual reservations to ensure maximum occupancy
·          Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
·          To ensure that luggage is delivered to and collected from rooms speedily.
·          To ensure that enquiries, messages & bookings are dealt with courteously and efficiently.
·          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 ensure that all Front of House areas are clean and tidy at all times.
·          To ensure that newspapers and parcels are delivered to rooms without delay.
·          To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
·          To carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are actioned without delay.
·          To hold regular performance appraisals with all junior staff, identifying areas for development and training needs and ensuring that this training is effected.
·          Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
·          To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
·          Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward
·          Assist in the recruitment and interviewing of  team members
·          Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
·          Acts as the manager on duty in the hotel when senior managers are not available.
·          Responsible for the proper functioning and revenue generation of the  business centre
·          Responsible for the travel desk team in terms of guest transfers, billing, vehicle maintenance and proper co-ordination between the front desk team and the travel desk team
·          To maintain constant check of service offered to guests to assure continuing expected standard of hotels standard operating procedures.
·          To ensure constant follow-up on guest history.
·          To send out periodic statistical data to the concerned departments
·          Co-ordinate the preparation of duty rosters and ensure all shift are manned in relation to amount of work
·          To detect and take action when service or equipment is mall functioning in the department.

Personal Assistant

Job Summary
Responsible for providing the Chief Finance Officer with administrative support including typing, filing, answering telephones, taking messages, maintaining appointment calendar, making travel arrangements and other general office duties. Assumes full responsibility for all administrative duties in the Finance Office ensuring professional and timely execution of all tasks.
Qualification
·          Communication skills – written and verbal
·          Good planning and organization skills
·          Ability to prioritize
·          Good problem assessment and problem solving
·          Ability to gather and monitor information
·          Good attention to detail and accuracy
·          Flexibility
·          Adaptability
·          Good customer service skills
·          Good team player
Responsibilities
·          Responsible for daily communications including maintenance of calendar and appointments for the CFO and ensuring that schedules align with CFO’s priorities and commitments.
·          Serves as administrative liaison for all positions reporting to the CFO. Acts as the CFO’s representative and first point of contact to employees, executives, external partners and customers
·          Schedules and coordinates internal and external appointments and meetings, agenda, presentations and report preparations.
·          Compile, transcribe, and distribute minutes of meetings.
·          Attend meetings in order to record minutes
·          Provide administrative support for the completion of documentation of Board agenda items.
·          Liaise with the heads of departments to design and implement records management policies and retention schedules
·          Screening phone calls, enquiries and requests, and handling them when appropriate;
·          Dealing with incoming email, faxes and post, often corresponding on behalf of the manager;
·          Carrying out background research and presenting findings;
·          Preparing documents, briefing papers, reports and presentations;
·          Organising and attending meetings and ensuring the CFO is well prepared for meetings
·          Organize daily/ weekly departmental meetings.
·          Develop action list from department meetings. Carry out follow-up jobs according to the time schedule/ tracking assigned project steps/timetables and project documentation.
·          Devising and maintaining office systems, including data management and filing;
·          Coordinate all CFO’s travel arrangements. Arranges corporate travel and meetings by developing itineraries and agendas; booking transportation and arranging meeting accommodations. Initiates and coordinates travel schedules for all expatriates (flight, accommodation & transfers

Laundry Helper
Job Summary
Scope
·          To assist the laundry employees in their daily routine
Overall Objective
·          The job of the Laundry Helper is executed satisfactorily when:
·          Processed linen is cleaned up to Ole- Sereni Standard and guest satisfactory
·          All tasks are fulfilled before the end of the shift
Responsibilities
·          Well informed about the Hotel and able to work during peak hours rapidly, maintaining a constant standard of performance.
·          Carries out his duties strictly in accordance to the established procedures and is aware of the important responsibility to keep the expensive Laundry area and machines in perfect condition at all times.
·          Cleans the work area and machine and may also help in other areas.
·          Makes sure that operation of equipment is established as trained to ensure sorting of soiled linen from clean linen.
·          Transfers clean linen from laundry to linen room.
·          Separates clean linen from mending, stain, rewash and repressing.
·          Ensure material is not damaged during processing.
·          Works wherever assigned.
·          Assist in the linen inventory.
·          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 all potential and real hazards are reported and rectified immediately.
·          Maintains all equipment in good and clean condition.
·          Cleans and maintains cleaning equipment and machines and stores them in designated store room after every use. Reports any defect to the Supervisor immediately.
·          Cleans and keeps pantries and store rooms clean, tidy and properly supplied at all times.
·          Answers all guest questions/requests in a friendly and caring manner, takes appropriate action, or if needed, refers the matters to the relevant persons to handle. It may be providing information, giving an extra item such as a towel, etc.
·          Flexible in shift timings and days.
·          Attends training sessions or communication meetings as advised by the Supervisor.
·          Carries out fire, safety and evacuation procedures as required by the policy of the hotel.
·          Cooperates in the performance of any reasonable task requested by managers of the hotel.
·          Knows and adheres strictly to Lost & Found procedures.
·          Promotes team work.
·          Cost efficient usage of cleaning chemicals.
·          Follows the code of conduct.
·          Ensures that all potential and real hazards are reported and rectified immediately.
·          Follows company grooming standards.
·          Follows company’s policies and procedures.
·          Reports any work related accidents happened on premises.
·          Familiar with evacuation procedures.
·          Maintains good relationship with coworkers in the Laundry and other departments throughout the hotel.
·          Additional responsibilities and tasks can be added at any time, depending on the need of the business and hotel

Security Officer

Job Summary
Responsible for the safeguarding of hotel property, assets, guests, visitors and employees. Patrol hotel property to ensure the safety of guests and employees and to protect all hotel assets. Answer house calls, assist guests and employees with respect to safety, security and hotel operations. Initiate and follow-up all investigations of crimes committed against property and persons. Assist sick and injured guests and employees, ensuring documentation and disposition of reports. Initiate investigations, write incident and accident reports, monitor investigations to their timely conclusion and ensure appropriate follow-up with guests, visitors and employees, documenting all contacts
Qualification
Preferably College graduate.Training in Fire Fighting, First Aid and Life Saving drills from a certified institution.Previous experience in security unit is necessary.
Skills
·          Ability to project an image of friendliness, professionalism and willingness to provide personalized service.
·          Ability to exhibit teamwork.
·          Ability to honor the guest, employee, and hotel confidentiality policy.
·          Knowledge of the Fire Fighting and emergency response procedures.
·          Ability to able walk/ run up stairs carrying a fire extinguisher.
·          Ability to provide First Aid and CPR. Maintain certification for CPR and First Aid given by the hotel.
·          Ability to maintain proper post and proper posture.
·          Ability to able to walk long distances during patrols and to stand for long periods of time
Responsibilities
·          To be alert at all times and guard any area entrusted to their care
·          Carry out security patrols when assigned to do so, by walking around the various parts of a property while checking doors and stairwells to make sure the locks are secure and no danger is lurking.
·          Patrol the lobby, especially when large groups arrive and during busy morning and afternoon times to provide guests with a sense of security.
·          Ensure prompt response to complaints and calls for help. Must always be prepared to rush to a potentially dangerous scene and calm the guests or control a situation
·          Respond to all  calls regarding undesirable persons and if necessary, escort undesirable persons from the Hotel
·          Respond to calls for assistance in dealing with a belligerent guest or disturbance originating in another room or a suspicious character loitering in the stairwell. Protects staff/guests of the Hotel from acts of obnoxious guests
·          Responsible for  writing incident reports and conducting investigations, maintaining report records
·          To inspect all staff and check their belongings while entering or leaving the Hotel premises. To report any deviations to the supervisor immediately
·          To ensure that all staff sign in while entering and leaving the hotel premises
·          To follow the key issue procedure while issuing keys to employees, and record the same as prescribed
·          To ensure that no visitor is permitted entry through the employee entrance without proper checking and a visitors pass
·          To ensure that no tangible item leaves the Hotel premises without a valid gate pass
·          To check all material entering the hotel through the receiving entrance and ensure proper check and record is maintained
·          To assist guests when entering or leaving the hotel
·          To handle guest queries and complaints in a polite and efficient manner
·          Responsible for providing assistance at the foyer with an aim of ensuring smooth pedestrian and vehicular traffic while promoting a welcoming and helpful environment.
·          Responsible for controlling vehicle movement at the loading dock to facilitate a respectful and pleasant working area.
·          In case of a fire emergency, to follow the prescribed procedure in ensuring the safety of all guests, guest belongings and all Hotel employees
·          Respond to emergency situations including, but not limited to, safety hazards, fires, medical emergencies and threats to life and/or property
·          Responsible for administering First Aid in case of any emergency requiring first aid measures.
·          Protects organization’s image by keeping security and incident information confidential
·          To carry out any duties assigned by the Security Supervisor/ Chief Security Officer
·          To adhere to strict grooming and hygiene 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.
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