Jobs at Accor

Job Description

• In charge of Housekeeping & Laundry Department, including management of rooms, public areas, linen, staff uniform, room amenities and relevant supplies
• Maintain a consistent focus on improving the overall flow of housekeeping operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs
• Creates and maintains good working relationships within the department and across other departments such that a high level of morale is sustained.
• Ensure guest rooms status is communicated to the Front Desk in a timely and efficient manner.
• Controls all purchases for the department and is consistently aware of quality and cost.  Keeps a record of all items purchased and reviews the monthly budget alongside the hotels management accounts to ensure consistent monitoring of all housekeeping related items and services.
• Controls department labour cost as directed by the Talent and Culture Department.
• Oversees operation of Laundry/Valet and Uniform Room.
• Is responsible for the preparing of the annual Housekeeping budget and the annual linen requisition.
• Manages uniforms for all employees 
• To conduct regular Housekeeping Meetings to keep employees informed of policies and procedures, special events, further improvement plans and Guest comments.

Qualifications

• Advanced Diploma or Degree in Hospitality/Tourism/Hotel Management or equivalent
• At least 3 years of working experience in a similar position in a 4/5* Hotel
• Working knowledge of Opera 
• Proven hands on management style and ability to lead through example in all areas is essential
• An eye for detail
• Highly innovative
• Good interpersonal and communication skills
• Team spirit, high productivity and able to work under pressure
• Energetic, result-oriented and prepared to face challenges

Additional Information

Your team and working environment:

• Dynamic working environment.
• Defined development career path.
• Friendly and supportive team

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Job Description

• To provide an efficient and friendly service for all guests and visitors.
•  The up-keep and presentation of accounts, records and correspondence.
•  Every member of staff is expected to ensure that the hotel guests’ comfort, satisfaction and wellbeing is catered for in a friendly, helpful and personalized manner at all times. This attitude is also to be extended to your colleagues
• To ensure SOP for check-in and check-out are observed.
• To maintain eye contact and pleasant facial expression when attending to Guest.
• To ensure that guest feedback are well recorded in the handover diary.
• To ensure that proper follow up is done for all guest complains within 10mins
• Collect Guest feedback upon check-out
• To respond to guest’s special requests, needs, problems, issues to all departments and concerns to ensure optimal level of guest satisfaction and repeat business
• Meet and greet all incoming and outgoing Guest.
• To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
• Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS).
• Take deposit/down payment from guests settling their bills directly upon arrival.
• Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters/ billing instructions.
• Filing of all guest chits from the various revenue centres correctly and clearing the room dockets for all checked out guests.
• Accurately and efficiently do postings of both accommodation and other related expenses onto guest accounts.
• Ensure day room charges have been posted in cases where manual posting is required.
• Ensure there is enough operational float (with enough change) at all times and the cash till is well secured.
• Merchandising and up selling the hotel, its USPs, and outlets. Ensure the right collateral is in place and well displayed.
• Ensures all guests are attended to at the front of house area.
• To be available to undertake any other duties assigned to you by the management. Be proactive and flexibility needed.
• Ensure that all guests arriving in the hotel are met and greeted and comfortably checked in.
• To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
• Correctly performing Forex exchanges as per the set standard
• 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
• Ensure all the departed rooms have been checked out from the system, retrieve the key cards from the guest and issue a check out pass
• Attending to calls, both internal and external as per the set TUNE standards.
• Action the housekeeper’s report immediately, reporting any discrepancies to the GSS and pass it to the housekeeping for investigations and follow up.
• Ensure that the housekeeping is furnished with detailed information and requests on the expected arrivals of the day including specific services required of them e.g. Twin/Extra beds.
• Ensure guest messages are received, handled and delivered promptly to the rooms and a proper record in liaison with the LA.
• Ensure the Front Office Reception /Back Office is kept neat at all times.
• Ensure all the credit card machines and other operational equipment’s are working
• Ensure the reports related to your shift are complete and balanced.
• Ensure that all cash collections for your shift are recorded accurately in the cashier book and deposited in the main safe deposit box.
• To maintain a good knowledge of reservation procedures, rates, promotions, and room up selling. To be aware of availability and take reservations where necessary.
• To be aware of the current room occupancy at all times.
• Be aware of the emergency evacuation procedure and emergency hotlines.
• No private telephone calls are entertained while on duty.
• 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.
• Alert the GSS or Front Office Manager of any occurrences or a suspicious looking person or a known difficult guest.
• Ensure that the courtesy vehicle/taxis are clean, well maintained and ready for guests. Part of your daily chores is to ensure guest comfort
• Maintain good lobby ambience. Ensure thorough cleanliness at all times and those concerned are aware of the standards expected around that area.
• Be very well versed with current affairs and all guest related issues on the same.
• 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 taking responsibility for your personal development within the company.
• Have thorough knowledge of the Hotel, 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. Such comments should be relayed promptly and personally to the Front Office Manager.
• To comply with the stipulated house rules
• 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.

Qualifications

• Qualified Receptionist with hands on experience in back office routines of providing financial, administrative and clerical services in Accounts Receivable.
• A minimum of 2 years’ experience within the Hotel Industry
• Good knowledge of Micros, Fidelio or Opera

Additional Information

Your team and working environment:

• Tight-knit and team oriented.
• Hard-working, engaging and inclusive.

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Job Description

Main Duties:

• To coordinate an effective and efficient Payroll management / Resource allocation through establishing a flexible work force throughout the division, based on the principles of Multi Skilling and multi-Tasking.
• To establish annual budget, marketing plan and actions plans, with measurable objectives so as to achieve revenue and profit goals outlined in the annual business plan.
• To maintain complete and supported records of all sales agreements, contract and quotes for the hotel as per Sofitel Luxury hotels Policies and Procedures.
• To have a good understanding of contribution margins of each product results and work with respective heads of departments to maximize Operating results.
• To direct, and coordinate sales and inspired meeting team’s activities in order to secure new and repeat business in order to achieve and exceed budget.
• To track, measure and analyze the productivity of the sales and inspired meeting team so as to achieve and exceed goals.
• To maintain a perpetual analysis of key accounts in the Nairobi city market and group movements in the region.
• To have a thorough knowledge of the comp set activities in terms of sales and actions plans.
• To publish an accurate 90 day forecast of hotel room revenues in order to help operations department with staffing.
• To obtain and maintain an awareness of community, business, political and social factors which may affect hotel’s financial objectives.
• To ensure that rooms and banquet space inventories are reviewed bi-monthly and strategies are formulated to fill low occupancy periods.
• To ensure that utilization of various technology and software is maximized and that clean data are maintained at all times.
• To attend major trade shows and corporate functions to network and promote the hotel.
• To entertain and ensure sales and inspired meeting teams entertain potential and actual clients.
• To actively participate in daily and weekly revenue meetings in order to help hotel reach and exceed room revenue budget.
• To ensure that all sales contracts follow the established Hotel Policies & Procedures and are based and sound commercial judgment.
• To define and target key accounts and develop effective solicitation with the sales and inspired meeting team.
• To review all blocked rooms and meeting space on a weekly basis to ensure that all business is traced for confirmation.
• To ensure a high level of exposure for the hotel through direct sales solicitation.
• To research and explore new markets and potential accounts for sales and inspired meeting team to follow-up.
• To review sales files to ensure correct booking procedures, including history, contract, and room block
• To ensure that sales and inspired meeting team project a warm, professional and welcoming image.
• To be demanding and critical when it comes to departmental standards.
• To ensure that all Departmental operations Manuals are prepared and updated annually.
• To ensure that an efficient and accurate filing system, both manual as well as electronically is maintained at all times.
• To conduct weekly meetings with the responsible of each section.
• To ensure that up to date records on system for all corporate and group accounts.
• To ensure that all meetings are well planned, efficient and results oriented.
• To keep and so safeguard all contracts and financial documents.
• To identify training needs and plan training programs for the team.
• To interview, hire and select sales team members who are able to work within the Sofitel brand standards, and agree to multi-tasking
• To ensure that the departmental employees are Multi Skilled and have the necessary skills to perform their duties and maximum efficiency, through consistent training in accordance with the annual Training plan.
• To assist in the training of subordinates as part of the effort to build an efficient team and to be able to take an active interest in their individual development and welfare.
• To supervise the ambassadors within the department, ensuring that the correct standards and methods of service are maintained as stated in the Department Operations Manual.
• To conduct ambassador yearly performance appraisal.

Other Duties:            

• To assist in the building of an efficient team by taking an active interest in their welfare, safety and development.
• To encourage the team to maintain good relationships with their colleagues and all other departments.
• To ensure that all ambassadors report for duty punctually wearing the correct uniform/attire and nametag at all times.
• To ensure they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To ensure that the team provide a friendly, courteous and professional service at all times.
• To ensure that all the ambassadors read and understand the hotel's Ambassador Handbook and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with local legislation and be conversant and act in accordance with any such matters relating to your department.
• To respond to any changes in the department as dictated by the needs of the industry, brand or hotel.
• To be flexible and to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend trainings and meetings as and when required.
• To conduct and/or contribute to regular Departmental Communication Meetings.
• To provide updated information to the Management and other departments.
• To assess situations and to be able to react accordingly through analysis and perspective.
• To ensure rosters are posted and timesheets are submitted on time.
• To ensure that all ambassadors are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company / hotel policies and procedures.

Qualifications

• Senior hospitality sales experience preferred.
• Experience with a competitive outside and inside sales environment.
• College degree preferred but not required.
• Outgoing, personable, competitive, organized, and self-motivated leader.
• Must have a valid driver’s license.
• English fluency preferred. 
• Does not take “no” as an answer and is not afraid of rejection. 
• Professional in speech and dress and has a passion for serving seniors.
• Proficient with CRM systems and metrics.