Fresh Jobs at IBIC Investment Holdings

Responsibilities
Manager’s common responsibilities are:

• Maintain a high level of guest satisfaction by overseeing all front office activities, understanding guest expectations and anticipating problems to prevent complaints.
• Schedule and oversee front office staff (receptionists, concierges, valets), laundry and housekeeping attendants
• Evaluate team members' performance while also training, encouraging teamwork, and setting a high level of customer service standards
• Ensure the team follows set best practices and maintain service level agreements.
• Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Ensure Team Members have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Support the HR Team to Recruit, manage, train and develop the Front Office team
• Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner
• Managing front office sales accounts, client pool and Hosts program.
• Suggest problem solving and service improvement plans to management.
• Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
• Comply with GR security, fire regulations and all health and safety legislation
• Maintain customer relationships.
• Assist with other departments, as necessary.

Qualifications

• Applicants must have a Post-secondary Degree in the hospitality field or experience in hospitality management, preferably in a large hotel or resort (OND, B.Sc or equivalent certification required, a Masters’ would be added advantage)
• 3 - 5 years of previous experience working in the hospitality industry
• 2+ years supervising a team in a hospitality role or equivalent customer service role
• Proven customer service experience with a strong guest-focused mentality
• Possess excellent leadership skills, communication skills, and multitasking skills
• Extensive knowledge of hotel/hospitality policies and procedures
• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.
• Attention to detail
• Knowledge of one or more additional/foreign languages is preferred.

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Responsibilities
Common responsibilities are:

• Assist in maintaining a high level of guest satisfaction by overseeing all front office activities, understanding guest expectations and anticipating problems to prevent complaints.
• Assist in schedulingand overseeing front office staff (receptionists, concierges, valets), laundry and housekeeping attendants
• Assist in evaluatingteam members' performance while also training, encouraging teamwork, and setting a high level of customer service standards
• Assist in ensuringthe team follows set best practices and maintain service level agreements.
• Increasingoccupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies
• Ensuringregular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Ensure Team Members have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Support the HR Team to Recruit, manage, train and develop the Front Office team
• Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner
• Managing front office sales accounts, client pool and Hosts program.
• Suggest problem solving and service improvement plans to management.
• Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
• Comply with GR security, fire regulations and all health and safety legislation
• Maintain customer relationships.
• Assist with other departments, as necessary.

Qualifications

• Applicants must have a Post-secondary Degree (OND, B.Sc or equivalent required) in the hospitality field or experience in hospitality management, preferably in a large hotel or resort (OND, BSc or equivalent certification required, a Masters’ would be added advantage)
• 2 - 3 years of previous experience working in the hospitality industry
• 2+ years supervising a team in a hospitality role or equivalent customer service role
• Proven customer service experience with a strong guest-focused mentality
• Possess excellent leadership skills, communication skills, and multitasking skills
• Extensive knowledge of hotel/hospitality policies and procedures
• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.
• Attention to detail
• Knowledge of one or more additional/foreign languages is preferred.

go to method of application »

General Key responsibilities
The Front Desk Executive is responsible for the following:

• Act as the first point of contact for guests and employees
• Provide excellent customer service delivery to clients.
• Responsible for maintaining sanitation and orderliness of the company reception area at all times.
• Deal with all enquiries in a professional and courteous manner, in person and on the telephone.
• Receive In-coming mails/correspondence, registration of such documents and redirecting it to the appropriate staff.
• Maintain staff attendance register.
• Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety.
• Conduct basic security checks throughout the day and report concerns to the OPM
• Report any maintenance issues immediately to the GM including all furniture, fittings and equipment around the reception area.
• Adhere to instructions given by management and ensure that all policies regarding office support and administration are adhered to.
• Oversee all admin related procurements i.e. stationeries, provisions etc.
• Update appointment calendars and schedule follow-up appointments.
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and operate with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities to customers and walk-in guests.
• Comply with departmental objectives, work schedules, budgets, policies, and procedures
• Maintain a professional and smart appearance at all times
• Have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all other departments
• Monitor staffing levels to meet cover business demands
• Escalate staff performance issues to FDM
• Comply with security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Maintain front desk office supplies and equipment.
• Manage budgets, records, and contracts.
• Maintain proper overtime sheet
• Assist with other departments, as necessary
• Efficiently perform front desk activities including bookings, appointments, phone calls, and emails.
• Perform administrative duties such as filing and updating records
• Update all property listings to reflect current occupancy status.
• Respond to customer inquiries, residents' needs and complaints, ensuring timely resolution for all.
• Process invoices, receipts and updates on all electronic platforms and software.
• Send in timelyreports.
• Conduct daily drills with housekeeping, laundry and other units and ensure proper conduct and compliance of staff.
• Disbursement of cash for petty expenditures and proper recording.
• Daily reporting on revenue and occupancy status to your line Manager via mail.

Measures of success
Your success will be measured by:

• Absence of errors in Invoices and bookings
• Ability to generate positive reviews from residents.
• Efficient use of departmental resources.
• Response/turnaround time on Email, Airbnb and Expedia platforms.
• Absence of missed calls on the business telephone line.
• Timely update of reservation calendar schedule.
• Compliance to SOP.

Qualifications

• Applicants must have a Post-secondary Degree (OND, B.Sc or equivalent required)
• 0 - 2 years of previous experience working in customer service role or the hospitality industry
• Strong guest-focused and ownership mentality
• Attention to detail
• Possess excellent leadership skills, communication skills, and multitasking skills
• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.
• Knowledge of one or more additional/foreign languages is preferred.