Massive Recruitment by Ole Sereni, Nairobi, Kenya 2019
Career Employment Kenya: Massive Recruitment by Ole Sereni, Nairobi, Kenya 2019
Job Description: Today Work Kenya

Room Attendant

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.

·        
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
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.
·        
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.
·        
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
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).
·        
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
·        
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 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.
·        
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
·        
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
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.
·        
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
·        
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
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
·        
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
·        
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
·        
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.
·        
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.
·        
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
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.
·        
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.
·        
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.
·        
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.
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.
·        
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
·        
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
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.
·        
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.
·        
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.
·        
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.
·        
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.
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.
·        
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
·        
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
·        
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.
·        
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.
·        
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
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.
·        
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
·        
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
·        
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.
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.
·        
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
·        
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
·        
To assist the laundry employees in
their daily routine
·        
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
·        
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
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
Preferably College graduate.Training
in Fire Fighting, First Aid and Life Saving drills from a certified
institution.Previous experience in security unit is necessary.
·        
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
·        
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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