Jobs at Accor

Job Description

• The Assistant Manager for Restaurant Reservations, Food & Beverage Sales, and Social Media at Novotel Nairobi is a dynamic role that requires a blend of excellent customer service, sales acumen, and social media expertise. The primary responsibility is to manage and optimize the restaurant reservation process, drive food and beverage sales, and enhance the hotel's online presence through effective social media strategies. This role reports directly to the Food and Beverage Manager.

Restaurant Reservations:

• Oversee the restaurant reservation system to ensure efficient booking processes.
• Manage guest inquiries and reservations via phone, email, and online platforms.
• Coordinate with the restaurant team to optimize table assignments and manage special requests.
• Maintain up-to-date knowledge of the restaurant’s menu, special offers, and events.
• Create and maintain an efficient guest database.
• Create detailed reports regarding restaurant covers, revenue, expenses, and guest satisfaction.

Food & Beverage Sales:

• Develop and implement sales strategies to increase food and beverage revenue.
• Manage all aspect of restaurant reservation leads, including group bookings and restaurant privatization.
• Communicate with other department heads to attend their lineups and brief their teams about the current food and beverage promotions.
• Develop contacts with the neighboring residential communities.
• Develop initiatives that help drive business.
• Collaborate with the Food and Beverage Manager to create attractive packages and promotions.
• Train and motivate the team to achieve sales targets and provide exceptional customer service.
• Monitor sales performance and provide regular reports to management.

Social Media Management:

• Develop and execute a comprehensive social media strategy for the food and beverage department.
• Create and harvest a content database of photos and videos that can be shared trough our social media channels.
• Create engaging content for various social media platforms, including Facebook, Instagram, Twitter, and LinkedIn.
• Monitor social media channels for customer feedback and engage with followers to build a loyal community.
• Analyze social media metrics to assess the effectiveness of campaigns and adjust strategies accordingly.

Operations:

• Assist hands on with Food and Beverage operations.
• Ensure guests receive their product and service as promised during the planning stage.
• Implement initiatives to enhance guest satisfaction and repeat business.

Administrative Duties:

• Maintain accurate records of reservations, sales, and social media activities.
• Prepare and present regular reports on reservations, sales performance, and social media metrics.
• Assist in budget planning and monitoring expenses related to the food and beverage department.

Qualifications

• Bachelors in Hotel Management or related field
• Previous experience in a leadership role in F&B Service
• Innovator
• Strong communication, negotiation and presentation skills
• High Energy, dynamic personality
• Results-driven
• Verbal, numerical and analytical abilities
• Able to drive actions that will add value to incremental spend.

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Job Description

• To supervise the hotel laundry operation effectively and efficiently ensuring excellent Laundry/dry-cleaning services in accordance with our standards.

KEY ROLES & RESPONSIBILITIES

• Supervise and train staff in day-to-day laundry operations and prioritizing of daily tasks
• Ensure guest laundry, dry cleaning and pressing is completed according to set standards
• Ensure all guest requests are promptly and professionally met
• Records guest and staff laundry lists accurately
• Fully complies with Opera system requirements, by posting bills accurately and on time
• Ensure that guest supplies are in stock
• Assist  Laundry Manager in assessing staff attendance and performance
• Assists Laundry Manager in the processing of all departmental paperwork
• Assist Laundry Manager in taking proper inventories and quality checks
• Conducts daily briefings with staff
• Proper fillings of all laundry reports
• Regular check all laundry machinery ensuring all filters are cleaned regularly and press covers are in good condition; reports any machine defects to Engineering
• Ensure staff are using laundry equipment properly and keeping them in good condition
• Assist and liaise with Housekeeping Manager regarding the laundering of sundry guest room items e.g. net curtains, cushion covers
• Liaise with Linen/Uniform Room Supervisor re: processing of Linens and Uniforms
• Keep a strict control of items sent for laundering by staff members
• Complies with hotel’s health, safety and hygiene policy
• Adheres to personal grooming and hygiene standards

Qualifications

• Certificate in Housekeeping and Laundry Operations or related field
• Minimum 2 years experience in a busy laundry operation
• Proven experience in garment pressing, preferably in a hospitality setting.
• Detail-Oriented: Exceptional attention to detail to achieve precise and high-quality garment pressing.
• Communication Skills: Clear and effective communication skills, especially when addressing guest preferences.
• Team Player: Ability to work collaboratively with other members of the laundry team.

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Job Description

• Assist in leading, mentoring and training the team
• Supervise and delegate duties; Ensure brand standards are maintained
• Liaise with kitchen to ensure the highest standard of food quality and visual appeal
• Provide input on greater Food and Beverage strategies. 
• Ensure that strategies are in place to allow for efficient and effective staffing of the department to achieve financial and service quality targets.
• Ensure that Team Members are briefed on all specials and standard menu items.
• Assist in recruitment and induction of new Team Members.
• Familiarize yourself with the ALL program and ensure that guest requests and needs are met.
• Liaise with guests and Chef/kitchen team to ensure service times are adhered to.
• Set up and maintain a weekly cleaning schedule for the outlet to achieve the highest possible hygiene and cleaning standards.

Qualifications

• Diploma in Food & Beverage Service or related field
• Previous experience in a similar role is preferable
• Friendly, approachable with excellent customer service skills
• Attention to detail and exceptional organisational skills
• Strong team player and positive attitude
• Interpersonal and problem solving abilities and the ability to lead by example

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Job Description

Scope:                        

• Assists the Head Therapist in maintaining the Spa facilities, good quality of service to guests, training spa employees to achieve good standards and selling products effectively. Also conducts therapy treatments and helps/ trains therapists to do therapy treatments effectively.

What you will be doing:

• Perform massage and treatments while maintaining the client's comfort at all times.
• Ensure individualized guest service through acknowledging and responding to their needs and expectation.
• Actively participate in other areas of the Spa Operation, such as body treatments, product knowledge and retail sales.
• Ensure spa operation follows SOP guidelines and regulations.
• Handle customer complaints and therapy queries
• Actively up sell all the appropriate Spa, retail and fitness services to the guests.
• Control the stock and inventory for therapy products and spa consumables.
• Confidently recommend and up sell additional treatments to guests.  To try to rebook them wherever possible.
• Assists Spa Receptionist with Spa tours when needed.
• Assists the Spa Management with marketing and promotions when needed.
• Assists the Head Therapist with Stock care and control when needed.
• Assists the Receptionists with guest related work when needed.
• Responsible for the control of product usage.
• Responsible for the AM & PM Therapist checklist
• Assists receptionists and spa attendants if they are not busy.
• Is present at trainings and participate actively.

Qualifications

• Minimum 2-3 years’ Previous experience as a Massage Therapist preferred in a 5* Hotel Property
• Certification from an accredited school of Massage, Body and Beauty required
• Certification in Aesthetics desired
• Experience and certification in one of the Spa disciplines of therapy preferred
• Flexible to work during shifts, weekends and holidays
• Excellent communication, interpersonal and organizational skills
• Proactive in ensuring guest satisfaction
• Collaborative and able to build rapport with clients 

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Job Description

• Safety Oversight: Ensure the safety and well-being of hotel guests by monitoring the pool area. Enforce pool rules and regulations to prevent accidents and maintain order.
• Guest Assistance: Provide assistance to guests with inquiries, towel service, and seating arrangements. Offer guidance on pool facilities, activities, and amenities.
• Cleanliness Maintenance: Keep the pool area clean, organized, and visually appealing. Perform regular inspections to identify and promptly address cleanliness or maintenance issues.
• Pool Maintenance Support: Assist in conducting routine checks of pool equipment and facilities. Promptly report any maintenance needs to ensure proper functioning and guest satisfaction.
• Water Quality Monitoring: Conduct regular tests of pool water quality. Take appropriate actions to maintain proper chemical balance, clarity, and hygiene standards.
• Emergency Response: Respond promptly to emergencies such as accidents or injuries. Provide assistance and administer basic first aid as required, ensuring guest safety and comfort.
• Enhanced Guest Experience: Interact with guests in a courteous, professional, and friendly manner. Anticipate their needs and provide exceptional service to enhance their overall experience.
• Compliance Adherence: Ensure compliance with all safety, sanitation, and operational standards. Follow hotel policies, procedures, and protocols diligently at all times.
• Team Collaboration: Work collaboratively with other pool attendants and hotel staff members. Communicate effectively to coordinate tasks, responsibilities, and guest service efforts.

Qualifications

• At least a High School Diploma 
• A certificate in health and safety would be desirable 
• Previous experience in a similar role within the hospitality industry preferred.
• Strong communication skills and a customer-centric approach to service delivery.
• Ability to thrive in a fast-paced and dynamic hotel environment.
• Attention to detail, organizational skills, and a proactive attitude towards cleanliness and maintenance.
• Basic knowledge of pool maintenance practices and safety procedures is advantageous.
• Certification in CPR and First Aid is desirable.
• Flexibility to work various shifts, including weekends, evenings, and holidays, as per operational requirements.