Front Office Representative
Expectations - Duties, Responsibilities
- Greeting and welcoming guests with registration
- Escorting guest to the room with explanation of hotel facilities, amenities and room directory.
- Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
- Delivers the brand promise and provides exceptional guest service at all times.
- Provides excellent service to internal customers as appropriate.
- Be familiar with the hotel’s products and services and policies.
- Maintains positive guest and colleague interactions with good working relationships.
- Prepared bills and handled payments through cash, cheques and credit cards
- Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
- Keep front desk tidy and presentable with all necessary material (pen, form, paper)
- Attention to detail
- Take up other duties as assigned (travel arrangements, schedules etc.)
- Proficient in english (oral and written), other language is a plus
- Good organizational and multi-tasking abilities
- Follow the sop
- Flexible
- Motivated, positive attitude, pro-active, and team-work oriented
Restaurant Supervisor
Expectations - Duties, Responsibilities
- Customer service
- Ensures the delivery of brand promise and provides exceptional guest service at all times.
- Provides excellent service to internal customers in other departments as appropriate.
- Handles all guest and internal customer complaints and inquiries courteously and efficiently, following through to make sure problems are resolved satisfactorily.
- Maintains positive guest and colleague interactions with good working relationships.
- Establishes a rapport with guests maintaining good customer relationships.
- Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction surveys and customer audits.
- Attention to detail
- Operational
- Responds to the results of the consumer audit and ensures that the relevant changes are implemented.
- Works closely with other outlet managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Ensures that food and beverage employees work in a supportive and flexible manner with other departments, in a spirit of “we work through teams”.
- Assists in conducting monthly inventory checks on all operating equipment and supplies.
- Have a thorough knowledge and understanding of all food and beverage items on the menu and the ability to recommend food and beverage combinations and upsell alternatives.
- Ensures that the outlet is kept clean and organised, both at the front as well as the back of the house.
- In the absence of the assistant outlet manager, conduct daily pre-shift briefings to employees on preparation, service and menu.
- Assist to liaise with the kitchen and bar on daily operations and quality control if appropriate.
- Performs the function of cashier and is responsible for micros cashiering procedure.
- Balances cash and credit card charges and remittance of cash to front office stafe.
- Makes necessary checks needed for specific events or functions.
- Be a hands-on supervisor and be present at all times in the outlet, especially during busy periods.
- Assists with conducting monthly inventory checks on all operating equipment and supplies.
- Assist to liaise and organise with housekeeping department that the cleaning schedules are strictly adhered to.
- Personnel
- Oversees the punctuality and appearance of all food and beverage
- Employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
- Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
- Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
- Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
- Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
- To feedback the results of the employee engagement survey and ensure that the relevant changes are implemented.
Bartender
Expectations - Duties, Responsibilities
- Customer service
- Ensures the delivery of brand promise and provides exceptional guest service at all times.
- Provides excellent service to internal customers in other departments as appropriate.
- Handles all guest and internal customer complaints and inquiries courteously and efficiently, following through to make sure problems are resolved satisfactorily.
- Maintains positive guest and colleague interactions with good working relationships.
- Establishes a rapport with guests maintaining good customer relationships.
- Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction surveys and customer audits.
- Attention to detail
- Operational
- Responds to the results of the consumer audit and ensures that the relevant changes are implemented.
- Works closely with other outlet employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Works in a supportive and flexible manner with other departments, in a spirit of “we work through teams”.
- Presents menu/ drinks list, answers enquiries and makes suggestions regarding food, beverage and service to guests.
- Takes orders and serves food and beverage to the guest according to the established sequence and procedures.
- Fully conversant with all aspects of the micros computer system.
- Ensures all food and beverage items, equipment and other facilities in the outlet are maintained according to the departmental operation manual requirements.
- Takes guest orders and serves items without unnecessary delay.
- Familiars and have good knowledge of the outlet’s menu and wine list.
- Up-sells beverage to increase the revenue.
- Reports any difficulties or problems to team leader/ assistant manager for a solution or follow up actions.
- Maintains par stocks of beverages and guest supplies.
- Prepares mise-en-place according to the requirement and operation needs.
- Prepares and serves cocktails as requested.
- Assists in setting up/ decorating the outlet according to the theme during special promotions or occasions.
- Ensures all beverage stocks are kept in the proper storage under the appropriate temperature.
- Ensures all glasses are well polished.
- Assists in bar stock inventory and maintains an accurate inventory record.
- Submits request for replenishing the beverage items in the bar.
- Performs the function of the cashier as required.
- Verifies cash received ensuring only genuine money has been collected.
- Verifies all credit cards presented by the guest before to validity of the card.
- Strictly adheres to all policies and procedures issued by finance about cashiering and cash handling.
- Other duties
- Understands and strictly adheres to rules and regulations established in the employee handbook and the hotel's policies concerning fire, hygiene, health and safety.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned
- Follow sop
Waiter
Expectations - Duties, Responsibilities
- Customer service
- Ensures the delivery of brand promise and provides exceptional guest service at all times.
- Maintains positive guest and colleague interactions with good working relationships.
- Establishes a rapport with guests maintaining good customer relationships.
- Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction survey and customer audits.
- Operational
- Works closely with other outlet employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Works in a supportive and flexible manner with other departments, in a spirit of “we work through teams”.
- Seats takes orders and serves food and beverage to the guest according to the established sequence and procedures.
- Presents menu, answers enquiries and makes suggestions regarding food, beverage and service to restaurant guests.
- Clears and resets counters or tables after each course.
- Performs the function of the cashier as required.
- Verifies all credit cards presented by the guest before to validity of the card.
- Strictly adheres to all policies and procedures issued by finance about cashiering and cash handling.
- Have a thorough knowledge and understanding of all food and beverage items on the menu and the ability to recommend food and beverage combinations and up sell alternatives.
- Other duties
- Proficient in english (oral and written), other language is a plus
- Ensures high standards of personal presentation and grooming.
- Responds to changes in the food and beverage function as dictated by the industry, company and hotel.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned.
Sous chef
Expectations - Duties, Responsibilities
- Develop new menu options based on seasonal changes and customer demand.
- Assist with the preparation and planning of meal designs.
- Ensure that kitchen activities operate in a timely manner.
- Resolve customer problems and concerns personally.
- Monitor and record inventory, and if necessary, order new supplies.
- Provide support to junior kitchen employees with various tasks including line cooking, food preparation, and dish plating.
- Recruit and train new kitchen employees to meet restaurant and kitchen standards.
- Create schedules for kitchen employees and evaluate their performance.
- Adhere to and implement sanitation regulations and safety regulations.
- Manage the kitchen team in the executive chef's absence.
- Attention to detail
- Proficient in english (oral and written), other language is a plus
- A minimum of 2 years’ experience in a similar role.
- Strong knowledge of cooking methods, kitchen equipment, and best practices.
- Teamwork-oriented with outstanding leadership abilities.
- Excellent communication and interpersonal skills.
- Follow the sop
- Motivated, positive attitude, pro-active, and team-work oriented
Comis
Expectations - Duties, Responsibilities
- Working effectively with the kitchen team, and complying with company procedures and food safety policies.
- Preparing workstation with required ingredients and equipment, and keeping station sanitary and organized throughout the shift.
- Preparing ingredients following recipes and guidelines.
- Steaming vegetables and other basic cooking responsibilities.
- Ensuring ingredients are tagged, date-labeled, covered, stored, and rotated effectively.
- Storing ingredients according to prescribed food safety regulations.
- Overseeing food levels and restocking items on time.
- Keeping utensils and equipment clean and sanitary.
- Establishing stock levels at end of shift and capturing information on standardized stock sheets.
- Ensuring that all cooking stations and kitchen surfaces are cleaned and disinfected before and after each shift.
- Supervising the work of line cooks to ensure that all given tasks are completed in a timely manner.
- Removing trash and clearing storage bins.
- Reporting all damaged or faulty equipment to the kitchen manager.
- Attention to detail
- Excellent understanding of food preparation fundamentals.
- Ability to follow recipes.
- Sound understanding of food allergies and foodborne illnesses.
- Basic mathematical skills.
- Proficient knife handling skills.
- Follow the sop
- Excellent communication skills, both written and verbal.
- Available to work shifts, on public holidays, and over weekends.
Cantine Operator
Expectations - Duties, Responsibilities
- Proper use of facilities
- Operate the canteen in an effective manner
- Maintain canteen in a clean and tidy state
- Handling of canteen goods to members of the public
- Assist with preparation of meals as needed by the food service coordinator
- Assist with the food serving before and during each meal as needed
- Help keep staff food area cleaned up and well-stocked
- Experience in working in a canteen
- Knowledge of food hygiene practices and relevant occupational health and safety regulations.
- Communication skills and ability to work as part of a small team and contribute to team outcomes
- Follow the sop
Housekeeping Manager
Expectations - Duties, Responsibilities
- Assigning housekeeping tasks to staff and inspecting work to ensure that the prescribed standards of cleanliness are met.
- Scheduling staff shifts and organizing replacements as required.
- Investigating and addressing complaints regarding poor housekeeping service.
- Providing training to the housekeeping staff.
- Regularly taking inventory of cleaning supplies and ordering stock as needed.
- Issuing cleaning supplies and equipment to housekeeping staff as needed.
- Screening housekeeping applicants and recommending promotions, transfers, and dismissals.
- Performing various cleaning duties in instances of staff shortages.
- Proficient in english (oral and written), other language is a plus
- Proven housekeeping or hospitality experience.
- Working knowledge of housekeeping.
- The ability to multitask.
- The ability to stand for extended periods of time.
- Excellent organizational and time management skills.
- Exceptional customer service skills.
- Effective communication skills.
Housekeeping Floor
Expectations - Duties, Responsibilities
- Changing bed linen and making beds.
- Replacing used towels and other bathroom amenities, such as shampoo and soap.
- Sweeping and mopping floors.
- Dusting and polishing furniture.
- Emptying trash containers and ashtrays.
- Restocking beverages and food items in the minibar.
- Cleaning public areas, such as corridors.
- Reporting any technical issues and maintenance needs.
- Updating status of guest rooms on assignment sheet.
- Returning and restocking cleaning cart at shift end.
- Attention to detail
- Follow the sustainability program
- Follow the sop
- Flexible
- Motivated, positive attitude, pro-active, and team-work oriented
Housekeeping Turndown
Expectations - Duties, Responsibilities
- Replace guest amenities and supplies in rooms
- Make beds and fold sheets
- Remove trash, dirty linens and room service items
- Dust, polish and remove marks from walls and furnishings
- Place specified items in designated locations (turndown amenity/cards, door knob menu, bathrobe with the card, bed floor mats, tv remote control).
- Makeup cribs and rollaway beds
- Remove soil, dirt, soap build-up, and hair from bathroom mirrors, vanity, sink, toilet, shower walls, bathtub, shower curtain, and floor.
- Replace facial, toilet tissue, and bathroom amenities in the correct amount and location.
- Clean guest rooms as assigned. When full service is requested, room to be cleaned including mop, vacuum, replacing amenities and robes.
- Ability to prioritize turn down based on guest / residents preferences, traces, and housekeeping notes
- Must be able to perform job functions with attention to detail, speed, and accuracy
- Follow the sop
- Maintain confidentiality of guest information and pertinent hotel data
- Prior to heavy exposure to housekeeping turn down job duties
- Motivated, positive attitude, pro-active, and team-work oriented
Housekeeping Pa
Expectations - Duties, Responsibilities
- Keeping facilities and common areas clean and maintained.
- Vacuuming, sweeping, and mopping floors.
- Cleaning and stocking restrooms.
- Cleaning up spills with appropriate equipment.
- Notifying managers of necessary repairs.
- Collecting and disposing of trash.
- Assisting guests when necessary.
- Keeping the linen room stocked.
- Properly cleaning upholstered furniture.
- Ability to manage your time efficiently.
- Work well unsupervised.
- Ability to lift at least 25 pounds.
- Handle basic maintenance and cleaning.
- Ability to maintain a professional appearance and interact positively with hotel guests.
- Hard worker.
- Cleaning and stocking restrooms.
Therapist
Expectations - Duties, Responsibilities
- To assist in the smooth and efficient operation of the spa area.
- Ensure high standards of personal presentation and grooming. Must wear makeup conservatively and tastefully (lipstick, mascara and foundation).
- To provide a courteous, professional, efficient and flexible service at all times, following the hotel standards of performance.
- To perform all duties and tasks in the hotel the spa to the standard set.
- Please note that master task lists and weekly duties are reviewed and changed on a regular base reflecting the change in trends, guest expectations and operating philosophies.
- To be entirely flexible and adapt to rotate within the different sub-departments of the hotel the spa or any other department of the hotel as assigned.
- To be fully conversant with all services and facilities offered by the hotel.
- To ensure that the spa and surrounding area is kept clean and organized at all times.
- Realise that his/her primary role is to be of service to the guest and that their needs & safety come first.
- Must impart correct information & advise the guest on the various services/activities in the spa.
- Must be confident to explain and recommend all treatments on the menu.
- Must be able to advise the guest on the benefits of the treatments and home care products.
- Must be attentive and alert for any signs from the guest.
- Must change linen used after every treatment and reset the room for the next treatment.
- Monitor the status of all equipment and notify the lead aesthetician if there are any maintenance or repair needs. Promptly record equipment issues in the logbook i.e. Fixtures missing etc, and notify the housekeeping team to arrange job order with engineering departure.
- Restock professional products in a designated treatment room by completing the stock order sheet to ensure that the rooms are fully stocked at all times.
- To perform professional massage service to guests as and when required.
- To maintain a good working relationship with the colleagues and all other departments
- To respond to any changes in the department as dictated by the needs of the hotel
- To be flexible in the job function and perform any other reasonable duties and assigned responsibilities, including redeployment to other departments/areas if required, to meet business demands and guest service needs
- Provide a level of service that exceeds all guest expectations by completing all treatments in a consistently thorough manner, in the time allocated and by treating all guests with individual attention.
- During treatment visits by guests attend to the following in addition to delivering treatments, greeting, update records, consultations, refreshments and immediate handling of complaints.
- Establish rapport with guests maintaining good customer relationships and handle all guest complaints, requests and enquiries on the spa services.
- Ensure that he/she maintains an up to date awareness of current promotions, policy changes and memorandums.
- Ensure all therapist administration is completed at the end of each day. (guest records, stock lists & updates of the logbook)
- Continually expand the range of treatments you are qualified to deliver.
- Continually strive to upgrade the quality of treatments you deliver through practice and receiving feedback.
- To assist check their reservation and direct them to the correct room area.
- To provide the best service and treatment to the client, as it is of the utmost importance that pampering service provided is of the standard set forth.
- To maintain a professional attitude and to work efficiently & effectively.
- To handle lost property as per established policies & procedures.
- To always ensure that the mise en place for all treatments are inventoried and properly stocked to avoid running out of stock.
- During the treatments, talking should be kept to a minimum to ensure the guest experience complete relaxation and comfort.
- To ensure music levels are at the correct level set forth by the spa management
- Follow sop
Security
Expectations - Duties, Responsibilities
- Administration
- Records all occurrences of a security interest in the log book for the information of the security personnel and management.
- Customer service
- Handles all guest and internal customer complaints and inquiries courteously and efficiently, following through to ensure problems are resolved satisfactorily.
- Maintains positive guest and colleague interactions with good working relationships.
- Operational
- Patrols lobbies, corridors, guest floors and public areas and makes use of the i-guard system appropriately, while ensuring there are no fires, unsafe conditions, and/or missing or inoperative safety equipment.
- Assists any call for assistance via the command post intercom system at the entry/exit of car park b.
- Ensures that the hotel’s policy and procedures in key issuance are adhered to at all times.
- Ensures that the hotel’s policy & procedures on the issuance of security passes are adhered to for all visitors including suppliers, contractors, part-timers, employees etc.
- Ensures that tasks and duties listed for designated posts such as staff entrance, control room, patrol, grand & terrace wings’ lobbies and hotel driveway are professionally carried out at all times.
- Assists in the tasks assigned during hotel fire & evacuation situations.
- Ensures all fire exits are not obstructed at all times.
- Questions any suspicious character in a polite manner; refuses entry if the subject is not able to provide a reasonable reply; requests for assistance immediately if the situation arises.
- Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
- Other duties
- Is conversant in the monitoring and managing the cctv surveillance system & electronic door lock system (cardex)
- Understands and strictly adheres to rules and regulations established in the employee handbook and the hotel’s policies concerning fire, hygiene and health and safety.
- Understands and strictly adheres to rules and regulations established in the employee handbook and the hotel's policies concerning fire, hygiene, health and safety.
- Ensures high standards of personal presentation and grooming.
- Responds to changes in the security function as dictated by the industry, company and hotel.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned.
Chef Engineer
Expectations - Duties, Responsibilities
- Communicating the goals of the company to all engineers and professionals in the team.
- Supervising every phase of the project from start to completion.
- Calculating costs, material, labor, and time required for each project.
- Approving designs and budgets.
- Delegating tasks to engineering teams.
- Supervising staff training as well as equipment installation.
- Performing quality control checks on all systems and products.
- Quickly resolving disputes between staff.
- Acknowledging or rewarding good work.
- Analyzing data and drafting reports for review.
- Achelor's degree in the relevant engineering field
- At least 4 years of experience leading or supervising a team.
- A sound understanding of engineering principles.
- The ability to maintain a positive attitude and restore morale to a team.
- The ability to stand, sit and walk for extended periods of time.
- Excellent interpersonal and communication skills.
- The ability to work onsite and in the office.
- Follow the sop
