Jobs at Domeo Resources International (DRI)

Reports to: Front Office Manager

Main Functions

• The Concierge is responsible for delivering exceptional, personalized, and anticipatory guest services by assisting guests with information, travel arrangements, transportation, dining reservations, entertainment, business services, local recommendations, and other special requests.
• As the hotel's local expert and guest experience ambassador, the Concierge ensures every guest receives prompt, courteous, and professional assistance that enhances their stay and reflects the standards of a superior luxury hotel.
• The Concierge acts as the central point for guest assistance beyond the front desk, coordinating with internal departments and external service providers to meet guests' needs efficiently.
• The role also supervises Bell Attendants and Doormen to ensure seamless luggage handling, guest arrivals and departures, and overall lobby operations while maintaining the highest standards of hospitality, discretion, and service excellence.

Role Responsibilities
Guest Services & Concierge Operations:

• Provide personalized concierge services to all guests throughout their stay.
• Welcome guests warmly and offer assistance immediately upon arrival.
• Respond promptly to guest enquiries regarding hotel facilities, services, local attractions, transportation, restaurants, shopping centres, cultural sites, entertainment, and business services.
• Anticipate guest needs and proactively provide recommendations and solutions.
• Ensure all guest requests are handled professionally, accurately, and within established service timelines.
• Maintain a visible presence in the hotel lobby and concierge desk to assist guests whenever required.

Travel & Transportation Coordination:

• Arrange airport transfers, chauffeur services, taxi bookings, limousine services, and car rentals.
• Coordinate transportation for VIPs, corporate guests, conference delegates, and group arrivals.
• Provide guests with accurate travel information, directions, maps, and estimated travel times.
• Assist guests with airline reservations, flight confirmations, and travel itinerary changes where applicable.
• Coordinate transportation logistics during conferences, weddings, and special events.
• Maintain relationships with approved transportation providers to ensure reliable service.

Reservations & Guest Arrangements:

• Make restaurant reservations, spa appointments, golf bookings, theatre tickets, event tickets, sightseeing tours, and recreational activity bookings on behalf of guests.
• Coordinate special requests including flower arrangements, cakes, gifts, celebration packages, photographers, medical services, childcare, and interpreters.
• Arrange courier services, postal services, and package deliveries.
• Assist guests with business centre services where applicable.
• Ensure all reservations and bookings are confirmed and communicated to guests promptly.

VIP & Special Guest Services:

• Coordinate personalized services for VIPs, dignitaries, diplomats, celebrities, executives, and repeat guests.
• Ensure VIP arrival arrangements are completed before guest arrival.
• Coordinate welcome amenities, luggage handling, transportation, and personalized itineraries.
• Liaise with Guest Relations, Front Office, Housekeeping, Food & Beverage, and other departments to ensure flawless VIP experiences.
• Maintain complete confidentiality regarding VIP guests and high-profile visitors.

Bell Desk & Luggage Operations:

• Supervise Bell Attendants and ensure efficient luggage handling services.
• Coordinate the collection, transportation, storage, and delivery of guest luggage.
• Ensure luggage is handled carefully and securely.
• Maintain accurate luggage records and storage logs.
• Assist with group arrivals and departures by coordinating luggage movement.
• Ensure luggage storage areas remain secure and organized.
• Investigate and report missing or damaged luggage immediately.

Lobby & Guest Assistance:

• Ensure the lobby, entrance, and concierge desk maintain impeccable presentation standards.
• Coordinate with Doormen and Valet Attendants to ensure smooth guest arrivals and departures.
• Assist guests with directions within the hotel.
• Provide umbrellas, wheelchairs, luggage carts, and other guest assistance equipment when required.
• Ensure waiting guests are attended to promptly.

Guest Relations & Complaint Resolution:

• Handle guest enquiries, requests, and concerns professionally.
• Resolve routine guest complaints relating to concierge services.
• Escalate complex issues to the Assistant Front Office Manager or Front Office Manager where necessary.
• Follow up with guests to ensure complete satisfaction.
• Record guest complaints and service recovery actions.

Local Knowledge & Destination Expertise:

• Maintain up-to-date knowledge of local attractions, tourist sites, restaurants, nightlife, shopping centres, hospitals, embassies, financial institutions, business centres, religious centres, cultural events, and transportation networks.
• Recommend reputable service providers that meet the hotel's quality standards.
• Stay informed about local events, festivals, exhibitions, and business activities.
• Prepare destination guides and recommendations for guests.
• Promote local tourism experiences that enhance guest satisfaction.

Team Leadership & Staff Supervision:

• Supervise Bell Attendants, Doormen, Concierge Assistants, and Airport Representatives.
• Allocate daily responsibilities and monitor performance.
• Conduct shift briefings and communicate operational updates.
• Train employees on luxury service standards, guest etiquette, luggage handling, and hotel procedures.
• Monitor staff grooming, attendance, punctuality, and professionalism.
• Foster teamwork and excellent customer service within the concierge team.

Coordination with Other Departments:

• Work closely with Front Office to coordinate arrivals, departures, and guest requests.
• Liaise with Housekeeping regarding room readiness for VIP arrivals.
• Coordinate with Food & Beverage for dining reservations and special celebrations.
• Collaborate with Security to ensure guest safety and luggage security.
• Coordinate with Engineering regarding guest requests involving hotel facilities.
• Support the Sales & Events team during conferences, weddings, and special functions.

Reporting & Documentation:

• Maintain accurate records of guest requests, transportation bookings, restaurant reservations, luggage storage, courier services, and special arrangements.
• Prepare daily concierge activity reports.
• Maintain guest preference records where applicable.
• Report unusual incidents, guest complaints, lost property, and operational challenges.
• Submit operational reports to the Front Office Manager.

Health, Safety & Security:

• Ensure guest safety while providing concierge services.
• Follow hotel emergency procedures during incidents.
• Ensure luggage storage complies with security policies.
• Report suspicious activities immediately.
• Assist during emergency evacuations where required.
• Ensure compliance with health, safety, and security procedures.

Compliance & Continuous Improvement:

• Ensure compliance with hotel policies, Standard Operating Procedures (SOPs), and superior luxury hospitality standards.
• Participate in guest service training and professional development programmes.
• Recommend improvements to concierge services and guest experience initiatives.
• Promote innovation and continuous service enhancement.
• Support quality assurance and guest satisfaction programmes.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or HND in Hospitality Management or related field.

Experience:

• Minimum of 2 years' experience in a concierge, guest services, or front office role, preferably in a luxury hotel.

Skills
Technical Skills:

• Local area and vendor knowledge
• Reservation systems
• Hotel PMS basics.

Soft Skills:

• Resourcefulness
• Interpersonal warmth
• Discretion
• Networking ability
• Problem-solving.

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Reports to: Front Office Manager

Main Function

• The Assistant Front Office Manager is responsible for supporting the Front Office Manager in the planning, coordination, supervision, and daily management of all Front Office operations to ensure exceptional guest service, operational efficiency, and revenue optimization.
• The role assists in overseeing reception, reservations, concierge services, guest relations, telephone operations, night operations, and other front office functions while ensuring compliance with the hotel's luxury service standards, policies, and Standard Operating Procedures (SOPs).
• The Assistant Front Office Manager serves as the second-in-command within the Front Office Department and assumes responsibility for the department in the absence of the Front Office Manager.
• The role ensures smooth day-to-day operations, effective team leadership, accurate financial controls, and seamless coordination with other hotel departments to deliver memorable guest experiences consistent with the standards of a superior luxury hotel.

Role Responsibilities
Front Office Operations Management:

• Assist the Front Office Manager in planning, organizing, and supervising all Front Office operations.
• Ensure smooth daily operation of Reception, Concierge, Bell Services, Telephone Operations, Guest Relations, Airport Transfers, Valet Services, and Night Operations.
• Monitor guest arrivals, departures, room assignments, and room availability.
• Ensure check-in and check-out processes are efficient, professional, and compliant with hotel standards.
• Supervise Front Office employees during assigned shifts.
• Ensure all Front Office procedures comply with established Standard Operating Procedures (SOPs).
• Coordinate daily shift briefings and operational handovers.
• Act on behalf of the Front Office Manager during leave, off-duty periods, or business travel.

Guest Experience & Service Excellence

• Ensure every guest receives a warm, professional, and personalized welcome.
• Support the delivery of exceptional guest service throughout the guest journey.
• Personally attend to VIPs, returning guests, long-stay guests, corporate executives, dignitaries, and guests with special requirements.
• Resolve guest complaints promptly using effective service recovery techniques.
• Monitor guest satisfaction and ensure timely follow-up on guest feedback.
• Ensure all guest requests are handled efficiently and courteously.
• Promote a culture of hospitality excellence throughout the Front Office team.

Reservations & Room Management:

• Assist in supervising reservations, room allocation, and room inventory management.
• Monitor occupancy levels and support revenue optimization strategies.
• Ensure proper coordination of room upgrades, complimentary rooms, early arrivals, and late departures.
• Verify reservation accuracy and resolve booking discrepancies.
• Coordinate group arrivals and departures with the Sales and Reservations teams.
• Assist in managing overbooking situations professionally.

Revenue Management & Financial Control:

• Support the Front Office Manager in maximizing room revenue and ancillary sales.
• Encourage upselling and cross-selling of rooms, hotel facilities, and guest services.
• Ensure guest billing is accurate and all charges are posted correctly.
• Supervise Front Office cash handling and cashiering procedures.
• Review cash floats, shift reports, and cashier reconciliations.
• Assist in monitoring departmental budgets and operational costs.
• Coordinate with the Night Auditor to ensure accurate revenue reconciliation.

Team Leadership & Staff Development:

• Supervise, coach, mentor, and motivate Front Office employees.
• Assist with recruitment, onboarding, orientation, and training of Front Office staff.
• Conduct daily briefings and communicate operational priorities.
• Monitor staff attendance, punctuality, grooming, and compliance with hotel policies.
• Evaluate employee performance and provide coaching for continuous improvement.
• Assist in preparing staff duty rosters and leave schedules.
• Promote teamwork, accountability, and a positive working environment.

Quality Assurance & Brand Standards:

• Monitor Front Office operations to ensure compliance with luxury hospitality standards.
• Conduct routine inspections of the reception area, lobby, concierge desk, business centre, guest waiting areas, and other Front Office facilities.
• Ensure Front Office employees maintain excellent grooming and professional appearance.
• Identify service gaps and implement corrective actions.
• Participate in internal quality audits and mystery guest evaluations.
• Support continuous improvement initiatives.

Guest Relations & VIP Services:

• Coordinate VIP arrivals, welcome amenities, room inspections, and personalized services.
• Ensure guest preferences and special requests are accurately documented and fulfilled.
• Build and maintain strong relationships with repeat guests and corporate clients.
• Promote guest loyalty programmes and encourage repeat business.
• Maintain confidentiality of guest information at all times.

Interdepartmental Coordination:

• Coordinate closely with Housekeeping to ensure timely room cleaning and availability.
• Liaise with Engineering regarding maintenance issues affecting guest rooms and public areas.
• Coordinate with Food & Beverage for guest dining arrangements, room service, banquets, and special requests.
• Work with Security to ensure guest safety and operational security.
• Collaborate with Sales & Marketing regarding group bookings, conferences, and corporate guests.
• Ensure smooth communication between all hotel departments.

Night Operations Support:

• Support the Night Manager in overseeing overnight Front Office operations where required.
• Review night audit reports and operational summaries.
• Ensure all overnight operational issues are resolved before the commencement of the morning shift.
• Assist with emergency situations occurring outside normal business hours.
• Verify room status, occupancy reports, and revenue reports before daily operations commence.

Health, Safety & Security:

• Ensure compliance with hotel health, safety, fire, and emergency procedures.
• Participate in emergency response and evacuation procedures.
• Monitor Front Office security practices and guest access control.
• Ensure lost-and-found procedures are properly implemented.
• Promote workplace safety and regulatory compliance.

Reporting & Administration:

• Prepare daily shift reports and Front Office operational reports.
• Maintain guest incident reports, complaint logs, VIP reports, and operational records.
• Assist in preparing departmental budgets, forecasts, and monthly performance reports.
• Monitor departmental KPIs and submit reports to the Front Office Manager.
• Maintain accurate documentation of operational activities.

Compliance & Continuous Improvement:

• Ensure compliance with company policies, hotel SOPs, statutory regulations, and luxury hospitality standards.
• Support internal and external audits.
• Recommend improvements to operational procedures and guest service delivery.
• Participate in training programmes and professional development initiatives.
• Encourage innovation, teamwork, and continuous improvement.

Qualifications and Requirements
Education and Certifications and Experience:

• Bachelor's Degree or HND in Hospitality Management or related field.
• Minimum of 3 years' front office experience, including at least 1 year in a supervisory role, preferably in a luxury hotel.

Skills:
Technical Skills:

• Hotel PMS
• Cashiering and billing
• Shift scheduling
• Front office reporting

Soft Skills:

• Supervisory leadership
• Guest service recovery
• Composure under pressure
• Team coordination

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Main Function

• The Cashier is responsible for handling all cash transactions accurately and efficiently, providing excellent customer service, and maintaining accurate financial records.
• The role ensures that all sales are properly recorded, receipts are issued, and cash is safely reconciled at the end of each shift.
• The ideal candidate must be reliable, attentive to detail, and customer-focused, with strong numerical and interpersonal skills.

Role Responsibilities
Cash Handling and Transactions:

• Receive payments from customers in cash, Debit or other forms of payment.
• Issue receipts, refunds, and change to customers accurately.
• Process sales transactions efficiently using POS systems or registers.
• Verify and record cash amounts before and after shifts to ensure accuracy.
• Ensure all transactions are properly entered and documented in the accounting system.

Customer Service:

• Provide excellent service to customers during billing and payment processes.
• Greet customers warmly and respond politely to inquiries.
• Resolve basic billing or transaction-related issues in a courteous and professional manner.
• Maintain a friendly and professional demeanor to promote a positive customer experience.

Record Keeping and Reconciliation:

• Maintain accurate records of daily transactions and sales reports.
• Reconcile cash drawers at the end of each shift and report discrepancies immediately.
• Prepare and submit daily sales summaries and payment reports to the Accountant or Manager.
• Ensure accurate documentation of cash inflows and outflows.

POS and System Management:

• Operate point-of-sale (POS) terminals efficiently.
• Ensure all items are scanned or entered correctly into the system.
• Report POS malfunctions or errors to supervisors promptly.
• Assist in updating product prices and inventory information in the system when required.

Cash Security and Compliance:

• Handle all financial transactions in compliance with company policies and procedures.
• Safeguard all cash and valuables during and after shift hours.
• Ensure adherence to internal control processes and audit standards.
• Report suspicious activities or security breaches related to cash handling.

Teamwork and Communication:

•  Work collaboratively with sales, kitchen, and management teams to ensure smooth operations.
• Communicate effectively with colleagues regarding sales, refunds, and account issues.
• Assist in training new cashiers or interns when necessary.
• Maintain a positive and supportive work environment.

Administrative and Support Duties:

• Assist with inventory counting, restocking, and display arrangement when needed.
• Provide support during peak hours or events.
• Participate in periodic audits and financial reviews.
• Ensure the cashier’s workstation is neat, organized, and fully equipped.

Experience / Qualification

• Minimum of OND, NCE, or equivalent qualification in Accounting, Business Administration, or related field.
• 1- 4 years of relevant experience in cash handling, retail, hospitality, or customer service.
• Proficiency in POS systems and basic accounting principles.
• Experience in retail, food service, or hospitality environments will be an advantage.
• Certification in cash management or customer service is an added advantage.

Competencies/Skills:

• Excellent numerical accuracy and attention to detail.
• Strong communication and customer service skills.
• Ability to operate POS systems and handle electronic payments.
• Trustworthy and responsible in handling financial transactions.
• Basic computer literacy (Microsoft Excel, Word, and accounting systems).
• Organizational and multitasking abilities.
• Ability to work efficiently under pressure.
• Time management and reliability.
• Behavioural Qualities / Other Competences
• High level of integrity and honesty.
• Neat personal appearance and professionalism.
• Punctual, dependable, and disciplined.
• Calm and courteous when handling customers.
• Positive attitude and willingness to assist others.
• Strong work ethics and accountability.
• Adaptable and cooperative team player.

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Reports to: Floor Manager / Customer Service Manager

Main Function

• The Client Relationship Executive responsible for managing the front desk, welcoming clients and visitors, handling calls and inquiries, and ensuring a professional and pleasant first impression of the company.
• The role also supports administrative tasks, appointment scheduling, and customer coordination to ensure smooth daily operations within the fashion house.

Role Responsibilities
Front Desk Management:

• Welcome clients, visitors, and guests in a polite and professional manner.
• Ensure the reception area is clean, organized, and presentable at all times.
• Direct visitors to the appropriate department or staff.
• Maintain a professional appearance and attitude at all times.
• Ensure proper visitor record and sign-in where required.

Call Handling & Communication:

• Receive and direct incoming phone calls.
• Respond to customer inquiries in a courteous and helpful manner.
• Take messages accurately and forward them to the appropriate staff.
• Respond to emails or messages assigned to the front office.
• Provide correct information about the company’s products and services.

Client Appointment & Coordination:

• Schedule client appointments for fittings, consultations, or meetings.
• Confirm appointments and remind clients when necessary.
• Coordinate with designers, sales staff, or production team on client visits.
• Ensure smooth flow of clients to avoid congestion.
• Assist in managing walk-in customers.

Customer Service Support:

• Attend to customer’s questions about orders, fittings, or collections.
• Follow up with clients when instructed.
• Escalate complaints or difficult situations to the supervisor.
• Ensure customers feel welcomed and attended to.

Administrative Support:

• Maintain front office records and files.
• Assist with documentation, photocopying, and basic office tasks
• Receive and record deliveries, parcels, and documents.
• Ensure proper handling of company correspondence.
• Support management with simple administrative duties.

Office Coordination & Access Control:

• Ensure the reception and waiting area reflects the company’s brand image.
• Monitor office supplies for the front desk.
• Assist in coordinating meetings when required.
• Support event preparation when needed (fashion shows, client events, etc.).
• Communicate important information to staff when instructed.
• Ensure unauthorized persons do not access restricted areas.
• Report suspicious activities to management.
• Maintain confidentiality of company and client information.

Qualifications and Requirements

• Minimum of OND / HND / Bachelor’s Degree in Business Administration, Mass Communication, or related field.
• Previous experience as receptionist, front desk officer, or customer service staff is an advantage.
• Experience in fashion, retail, or service industry is an added advantage.
• Basic computer knowledge is required.

Core Competencies:

• Good communication skills.
• Strong customer service ability.
• Good organizational skills.
• Ability to multitask.
• Basic computer skills (MS Word, Excel, email).
• Professional appearance and attitude.
• Good telephone etiquette.

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Job Description

• We are looking for a skilled Pastry Chef who is versatile in preparing a wide range of pastries, as well as shawarma and pizza.
• The ideal candidate should be creative, detail-oriented, and able to produce consistent, high-quality results in a fast-paced kitchen.

Key Responsibilities

• Prepare and bake pastries, cakes, breads, and desserts.
• Prepare shawarma, pizza, and other pastry-related items.
• Develop new recipes and seasonal menu offerings.
• Ensure all products meet quality, taste, and presentation standards.
• Maintain cleanliness and organization in the pastry and production areas.
• Monitor inventory and request supplies when needed.
• Follow all food safety and hygiene regulations.

Requirements

• Candidates should possess an HND qualification in relevant discipline with 2 years working experience
• Proven experience as a Pastry Chef or similar role.
• Strong knowledge of pastries, shawarma, and pizza preparation.
• Creativity and excellent attention to detail.
• Ability to work early mornings and under pressure.
• Culinary certification is an added advantage.

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Reports to: Food & Beverage Manager / Director of Food & Beverage

Job Summary

• The Restaurant Manager is responsible for planning, organizing, directing, and overseeing the dayto-day operations of the hotel's restaurant(s) to ensure exceptional guest experiences, operational efficiency, revenue growth, and profitability.
• The role ensures that every guest receives outstanding service while maintaining the highest standards of food quality, beverage service, hygiene, cleanliness, and luxury hospitality.
• The Restaurant Manager is responsible for leading the restaurant team, maximizing sales, controlling operating costs, maintaining compliance with food safety regulations, managing inventory and restaurant assets, coordinating with the Executive Chef and other departments, and ensuring that all restaurant operations align with the standards of a superior luxury hotel.

Responsibilities
Restaurant Operations Management:

• Plan, organize, supervise, and coordinate all daily restaurant operations.
• Ensure the restaurant is fully prepared for breakfast, lunch, dinner, brunch, private dining, and special events.
• Monitor opening, closing, and shift handover procedures.
• Ensure restaurant operations comply with the hotel's Standard Operating Procedures (SOPs), brand standards, and luxury hospitality requirements.
• Supervise dining room activities to ensure smooth and efficient service.
• Ensure adequate staffing levels during all operating periods.
• Monitor restaurant ambience, cleanliness, lighting, music, table settings, and décor to maintain a superior luxury dining experience.

Guest Experience & Service Excellence:

• Welcome and engage with guests to ensure a memorable dining experience.
• Ensure every guest receives prompt, courteous, professional, and personalized service.
• Handle guest complaints, concerns, and special requests promptly and effectively.
• Personally attend to VIPs, dignitaries, corporate executives, repeat guests, and guests with special dietary requirements.
• Monitor guest satisfaction through direct interaction, comment cards, and online reviews.
• Implement service recovery measures to resolve issues and enhance guest loyalty.
• Foster a culture of exceptional hospitality and guest-focused service.

Food & Beverage Quality Management:

• Ensure food and beverages served meet the hotel's quality, presentation, and portion standards.
• Coordinate closely with the Executive Chef and Sous Chef to ensure timely food preparation and service.
• Monitor food presentation, temperature, freshness, and consistency.
• Ensure beverages are served according to approved recipes and service standards.
• Conduct regular tasting sessions with the culinary team to maintain quality.
• Ensure menus, wine lists, and promotional materials are current and accurate.

Revenue Generation & Sales Development:

• Maximize restaurant revenue through effective sales strategies and exceptional guest service.
• Promote upselling and cross-selling of menu items, beverages, desserts, and promotional offers.
• Monitor average spend per guest and table turnover.
• Collaborate with the Sales & Marketing Department to implement promotions, themed dining events, and seasonal campaigns.
• Develop strategies to attract new customers and increase repeat patronage.
• Analyze restaurant sales trends and recommend business improvement initiatives.

Financial Management & Cost Control:

• Assist in preparing and managing the restaurant's operating budget.
• Monitor daily restaurant sales, revenue, and operating expenses.
• Control food costs, beverage costs, labour costs, breakages, and operational expenses.
• Review daily sales reports, cashier reconciliations, discounts, voids, and complimentary transactions.
• Monitor payroll costs and staffing efficiency.
• Investigate variances and recommend corrective actions.
• Ensure profitability targets are achieved without compromising service quality. Inventory & Asset Management
• Monitor inventory levels of food, beverages, operating supplies, tableware, glassware, cutlery, linen, and restaurant equipment.
• Coordinate stock requisitions with the Procurement and Store Departments.
• Participate in daily, weekly, monthly, and annual inventory counts.
• Ensure compliance with the First-In, First-Out (FIFO) inventory management principle.
• Minimize losses arising from spoilage, breakages, wastage, and pilferage.
• Safeguard restaurant assets and equipment.

Team Leadership & Staff Development:

• Recruit, train, coach, supervise, and motivate restaurant employees.
• Prepare duty rosters and shift schedules.
• Conduct daily pre-service briefings and post-service reviews.
• Monitor staff attendance, punctuality, grooming, and professional conduct.
• Conduct performance appraisals and identify training needs. • Promote teamwork, accountability, and continuous learning.
• Recommend promotions, disciplinary actions, and recognition for outstanding performance.

Hygiene, Health & Safety:

• Ensure compliance with HACCP principles, food safety regulations, and hotel hygiene standards.
• Monitor restaurant cleanliness, sanitation, and pest control.
• Ensure proper handling, storage, and service of food and beverages.
• Verify that all employees maintain excellent personal hygiene and wear approved uniforms.
• Ensure compliance with fire safety, occupational health, and emergency procedures.
• Conduct regular safety inspections and report hazards immediately.

Coordination with Other Departments:

• Work closely with the Executive Chef to coordinate food preparation and menu execution.
• Liaise with the Food & Beverage Manager regarding operational performance and strategic initiatives.
• Coordinate with Banquet and Events teams during conferences, weddings, and special functions.
• Work with Front Office to support VIP dining arrangements and guest requests.
• Coordinate with Housekeeping to maintain restaurant cleanliness and presentation.
• Liaise with Engineering regarding maintenance of restaurant equipment and facilities.
• Work with Finance regarding revenue reporting, cash control, and financial reconciliation.
• Collaborate with Procurement to ensure uninterrupted supply of food, beverages, and operational materials.

Restaurant Administration & Reporting:

• Prepare daily, weekly, monthly, and quarterly operational reports.
• Monitor key restaurant performance indicators.
• Maintain records of reservations, guest feedback, incidents, inventory, staff attendance, and operational activities.
• Prepare forecasts, staffing plans, and business improvement reports.
• Submit operational and financial reports to the Food & Beverage Manager.
• Ensure proper documentation of restaurant activities.

Compliance & Continuous Improvement:

• Ensure compliance with hotel policies, SOPs, statutory regulations, and luxury hospitality standards.
• Participate in internal and external audits.
• Recommend operational improvements that enhance efficiency, guest satisfaction, and profitability.
• Introduce innovative dining concepts and service enhancements.
• Promote environmental sustainability through waste reduction, recycling, and responsible resource utilization.
• Encourage continuous learning and service excellence within the restaurant team.

Key Performance Indicator (KPI)

• Restaurant revenue growth.
• Average spend per guest.
• Table turnover rate.
• Guest satisfaction score.
• Online review ratings.
• Number of guest complaints resolved.
• Food Cost Percentage.
• Beverage Cost Percentage.
• Labour Cost Percentage.
• Restaurant profitability.
• Inventory variance.
• Breakage and wastage percentage.
• Employee productivity.
• Staff turnover rate.
• Training completion rate.
• Hygiene inspection score.
• Compliance audit score.

Requirements

• Bachelor's Degree or Higher National Diploma (HND) in Hospitality Management, Hotel Management, Food & Beverage Management, Business Administration, or a related discipline.

Experience:

• 5–7 years of progressive restaurant operations experience within the hospitality industry.
• At least 3 years in a supervisory or managerial role in a superior luxury hotel, fine dining restaurant, or internationally branded hospitality establishment.
• Proven experience managing high-volume restaurant operations and luxury guest service.

Professional Certifications (Preferred):

• Certified Food & Beverage Executive (CFBE) or equivalent.
• HACCP Certification.
• Food Safety Level 3 Certification.
• Certified Hospitality Supervisor (CHS).
• Occupational Health & Safety Certification.
• First Aid and Fire Safety Certification.
• Wine and Beverage Service Certification (WSET or equivalent) is an added advantage.

Skills and Competencies:

• Restaurant Operations Management.
• Luxury Guest Service.
• Leadership and Team Development.
• Food and Beverage Service Standards.
• Revenue Generation and Sales.
• Budgeting and Cost Control.
• Inventory Management.
• HACCP and Food Safety Compliance.
• Conflict Resolution and Service Recovery.
• Communication and Interpersonal Skills.
• Planning and Organization.
• Problem Solving and Decision-Making.
• Property Management Systems (PMS) and Point of Sale (POS) Systems.
• Microsoft Office Suite.
• Report Writing and Data Analysis.

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Reports to: Restaurant Supervisor / Captain / Restaurant Manager

Job Summary

• The Waiter / Waitress is responsible for delivering exceptional food and beverage service to guests in accordance with the standards of a superior luxury hotel.
• The role ensures that guests receive prompt, courteous, professional, and personalized service from the moment they are seated until they leave the restaurant or dining venue.
• The Waiter / Waitress is responsible for taking accurate orders, serving food and beverages, maintaining cleanliness and presentation of assigned stations, handling guest requests professionally, and contributing to an outstanding dining experience that enhances guest satisfaction and loyalty.
• The role requires excellent product knowledge, attention to detail, strong communication skills, and the ability to anticipate guest needs while ensuring compliance with hotel service standards, food safety regulations, and operational procedures.

Key Responsibilties
Guest Service & Hospitality:

• Welcome guests warmly, escort them to their assigned tables where required, and ensure they are comfortably seated.
• Present menus and provide detailed information on menu items, ingredients, preparation methods, daily specials, promotions, and beverage selections.
• Offer recommendations based on guest preferences and dietary requirements.
• Deliver courteous, attentive, and personalized service throughout the dining experience.
• Anticipate guest needs and respond promptly to requests.
• Maintain a friendly, professional, and positive attitude at all times.
• Ensure every guest receives a memorable dining experience consistent with the standards of a superior luxury hotel.
• Thank guests sincerely and invite them to return.

Order Taking & Service Delivery:

• Accurately take food and beverage orders using the hotel's Point of Sale (POS) system.
• Verify special requests, allergies, dietary restrictions, and cooking preferences before submitting orders to the kitchen.
• Ensure orders are communicated clearly and accurately to the kitchen and bar.
• Serve food and beverages according to established service sequences and luxury dining standards.
• Verify that meals are complete, correctly prepared, and presented before serving.
• Monitor tables throughout the meal and replenish water, beverages, bread, condiments, and other accompaniments as required.
• Clear used dishes and reset tables efficiently without disrupting guests.
• Ensure timely and accurate delivery of all guest orders.

Table Setup & Restaurant Preparation:

• Prepare assigned stations before service begins.
• Set tables according to approved standards, ensuring proper placement of cutlery, crockery, glassware, napkins, and table décor.
• Inspect tables, chairs, linen, and dining equipment to ensure they are clean and in excellent condition.
• Ensure service stations are fully stocked with operational supplies before each shift.
• Assist in opening and closing restaurant procedures.
• Maintain attractive table presentation throughout service.

Food & Beverage Knowledge:

• Maintain comprehensive knowledge of the hotel's food and beverage menu.
• Understand ingredients, preparation methods, portion sizes, allergens, and nutritional information.
• Demonstrate knowledge of wines, spirits, cocktails, beers, coffees, teas, and non-alcoholic beverages.
• Recommend suitable food and beverage pairings.
• Stay informed about menu changes, seasonal offerings, and promotional campaigns.
• Attend menu tasting and product knowledge training sessions.

Sales & Revenue Generation:

• Promote daily specials, signature dishes, desserts, premium beverages, and promotional offers.
• Upsell and cross-sell menu items to increase average guest spend.
• Encourage guests to try specialty beverages, appetizers, desserts, and chef recommendations.
• Support the achievement of restaurant sales and revenue targets.
• Maximize guest satisfaction while increasing profitability.

Cash Handling & Billing:

• Present guest bills accurately and promptly.
• Process cash, credit card, debit card, mobile payment, room charge, and other approved payment methods in accordance with hotel policies.
• Verify bills before presenting them to guests.
• Handle transactions accurately and maintain accountability for all assigned cash floats.
• Report discrepancies immediately to the Restaurant Supervisor or Cashier.
• Ensure confidentiality and security of financial transactions.

Hygiene, Health & Food Safety:

• Maintain high standards of personal hygiene, grooming, and professional appearance.
• Ensure compliance with HACCP principles, food safety regulations, and hotel hygiene standards.
• Handle food and beverages safely to prevent contamination.
• Keep service stations, dining areas, and equipment clean and sanitized.
• Ensure proper handling of glassware, cutlery, crockery, and serving equipment.
• Report any food safety concerns immediately.
• Comply with occupational health and safety procedures.

Restaurant Cleanliness & Asset Care:

• Maintain cleanliness of assigned tables, stations, service areas, and dining spaces throughout the shift.
• Ensure all service equipment is clean, polished, and properly stored.
• Report damaged furniture, equipment, crockery, glassware, or cutlery.
• Minimize breakages, wastage, and misuse of hotel property.
• Assist with inventory counts of restaurant equipment and operating supplies.
• Safeguard restaurant assets and equipment.

Coordination & Teamwork:

• Work closely with the Restaurant Manager, Restaurant Supervisor, Captain, Executive Chef, Kitchen team, Bartenders, Hosts, Cashiers, and Stewards to ensure seamless service delivery.
• Communicate guest requests, dietary restrictions, and special instructions accurately.
• Assist colleagues during busy periods.
• Participate in pre-shift briefings and departmental meetings.
• Support banquet and event operations when assigned.
• Maintain effective communication with all departments.

Guest Complaint Resolution:

• Respond professionally and courteously to guest concerns.
• Resolve routine service issues promptly within delegated authority.
• Escalate complex complaints immediately to the Restaurant Supervisor or Restaurant Manager.
• Follow up to ensure guest satisfaction after issue resolution.
• Document guest complaints where required.

Reporting & Documentation:

• Record guest orders accurately in the POS system.
• Maintain records of voids, discounts, complimentary items, and special requests in accordance with hotel procedures.
• Report maintenance defects, damaged equipment, and operational issues promptly.
• Record incidents, accidents, or unusual occurrences where required.
• Complete shift handover reports accurately.

Compliance & Continuous Improvement:

• Comply with hotel policies, Standard Operating Procedures (SOPs), food safety regulations, and luxury hospitality standards.
• Attend mandatory training sessions and departmental meetings.
• Participate in service improvement initiatives.
• Stay updated on hospitality trends and customer service best practices.
• Contribute ideas that improve guest satisfaction, operational efficiency, and restaurant profitability.

Qualifications and Requirements
Education:

• Minimum of National Diploma (ND), Higher National Diploma (HND), or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism, or a related discipline.
• SSCE holders with relevant luxury hospitality experience may also be considered.

Experience:

• Minimum of 2–3 years of experience as a Waiter/Waitress in a reputable hotel, fine dining restaurant, or internationally branded hospitality establishment.
• Experience in a superior luxury hotel is highly preferred.
• Knowledge of international dining etiquette and luxury service standards is an advantage.

Professional Certifications (Preferred):

• Food Safety and Hygiene Certification.
• HACCP Awareness Training.
• Customer Service Certification.
• Responsible Alcohol Service Certification (where applicable).
• First Aid Certification (added advantage).

Skills & Competencies:

• Food & Beverage Service.
• Fine Dining Service Techniques.
• Luxury Guest Service.
• Menu and Beverage Knowledge.
• Wine and Food Pairing (basic knowledge).
• Point of Sale (POS) Operations.
• Upselling and Sales Skills.
• Communication and Interpersonal Skills.
• Customer Relationship Management.
• Problem Solving and Complaint Handling.
• Time Management.
• Attention to Detail.
• Teamwork and Collaboration.
• Cash Handling and Billing.
• Professional Grooming and Etiquette.
• Director of Food & Beverage.

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Reports to: Executive Housekeeper

Main Function

• The Florist is responsible for designing, arranging, and maintaining fresh floral displays across the hotel's lobby, public areas, guest rooms, and event spaces, enhancing the property's luxury ambiance.

Role Responsibilities
Floral Arrangement & Design:

• Design and create fresh floral arrangements for the lobby, reception, restaurants, and public areas.
• Prepare bespoke floral arrangements for VIP guests, special occasions, and events.
• Refresh and maintain existing arrangements to ensure flowers remain fresh and presentable.

Event & Public Area Décor:

• Coordinate with F&B and Events teams on floral requirements for banquets, weddings, and functions.
• Set up and dismantle floral décor for events as scheduled.

Inventory Management:

• Source, order, and manage inventory of flowers, plants, and floral supplies.
• Monitor stock levels and minimize wastage of perishable floral materials.
• Maintain floral equipment and storage areas in clean, working condition.

Coordination:

• Liaise with the Executive Housekeeper on public area floral standards and budgets.
• Coordinate with local vendors and suppliers for quality and cost-effective floral sourcing.

Qualifications and Requirements
Education and Certifications:

• SSCE/OND; certification or apprenticeship in floristry is preferred.

Experience:

• Minimum of 2 years' experience as a florist, preferably within a hotel, events, or hospitality setting.

Skills
Technical Skills:

• Floral design and arrangement
• Plant and flower care
• Inventory and vendor management

Soft Skills:

• Creativity
• Attention to detail
• Time management
• Aesthetic sensibility

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Reports to: General Manager

Main Function

• The Food & Beverage Manager is responsible for the strategic leadership, planning, coordination, and overall management of all Food & Beverage operations to ensure exceptional guest experiences, operational excellence, financial performance, and compliance with the standards of a superior luxury hotel.
• The role oversees all restaurants, bars, lounges, room service, banquets, conferences, outdoor catering, executive lounges, minibar operations, and other food and beverage outlets, ensuring that products and services consistently exceed guest expectations.
• The Food & Beverage Manager is accountable for maximizing revenue and profitability while maintaining the highest standards of food quality, beverage quality, hygiene, service excellence, cost control, inventory management, and employee performance. The role collaborates closely with the Executive Chef, Sales & Marketing, Front Office, Housekeeping, Finance, Procurement, Engineering, and other departments to deliver seamless dining experiences and achieve the hotel's strategic objectives.

Role Responsibilities
Food & Beverage Operations Management:

• Plan, organize, direct, and supervise all Food & Beverage operations across the hotel.
• Ensure all restaurants, bars, lounges, room service, banquet facilities, executive lounges, cafés, pool bars, and other F&B outlets operate efficiently.
• Develop operational strategies to improve service quality, productivity, and profitability.
• Ensure compliance with hotel Standard Operating Procedures (SOPs), brand standards, and luxury hospitality requirements.
• Monitor daily outlet performance and ensure operational readiness.
• Coordinate opening and closing procedures for all outlets.
• Ensure consistent delivery of world-class food and beverage experiences.

Guest Experience & Service Excellence:

• Ensure exceptional guest service is delivered across all F&B outlets.
• Personally engage with guests to obtain feedback and ensure satisfaction.
• Monitor guest satisfaction surveys, online reviews, and service quality reports.
• Resolve guest complaints promptly and professionally.
• Develop initiatives that enhance guest loyalty and repeat business.
• Ensure personalized service for VIPs, dignitaries, corporate guests, and special events.
• Promote a culture of hospitality excellence throughout the department.

Revenue Generation &  Business Development:

• Develop strategies to maximize food and beverage revenue.
• Increase outlet profitability through innovative promotions, themed events, and seasonal offerings.
• Collaborate with Sales & Marketing to drive restaurant, banquet, conference, and event business.
• Develop upselling and cross-selling initiatives across all F&B outlets.
• Analyze sales trends and implement revenue enhancement strategies.
• Identify new business opportunities and revenue streams.
• Monitor Average Spend Per Guest and outlet performance.

Budgeting, Financial Management & Cost Control:

• Prepare and manage annual departmental operating and capital budgets.
• Monitor departmental revenues and expenditures against approved budgets.
• Analyze financial performance and prepare monthly management reports.
• Monitor food cost, beverage cost, labour cost, utility consumption, and operating expenses.
• Ensure compliance with approved financial controls and cost management procedures.
• Review daily sales reports, cash reconciliations, and outlet revenue reports.
• Implement initiatives that improve profitability while maintaining service quality.
• Work closely with the Finance Department on budgeting, forecasting, and financial reporting.

Menu Planning & Product Development

• Collaborate with the Executive Chef to develop menus that reflect the hotel's brand identity and market positioning.
• Participate in menu engineering, recipe costing, pricing, and profitability analysis.
• Review menu performance and remove underperforming items.
• Introduce seasonal menus, promotions, and signature dining experiences.
• Ensure food and beverage offerings remain innovative and competitive.
• Monitor food presentation, portion control, and consistency.

Quality Assurance & Food Safety:

• Ensure compliance with all food safety, hygiene, sanitation, and HACCP standards.
• Conduct routine inspections of restaurants, bars, kitchens, storage areas, and service stations.
• Ensure food and beverages meet established quality standards before being served.
• Monitor cleanliness and presentation of all dining areas.
• Ensure compliance with local health regulations and licensing requirements.
• Coordinate internal quality audits and corrective action plans.

Inventory, Procurement & Asset Management:

• Oversee inventory management for food, beverages, operating supplies, equipment, and assets.
• Monitor stock levels and ensure timely replenishment.
• Coordinate with Procurement to source quality products at competitive prices.
• Verify inventory records and stock movements.
• Participate in stock counts and inventory audits.
• Minimize wastage, spoilage, breakages, pilferage, and unauthorized consumption.
• Ensure proper storage and stock rotation using the FIFO principle.

Banquet, Conference & Event Management:

• Oversee food and beverage services for conferences, meetings, weddings, banquets, and special events.
• Coordinate event planning with the Sales & Events Department.
• Ensure banquet operations are executed according to client requirements and hotel standards.
• Review banquet event orders and operational plans.
• Monitor event profitability and guest satisfaction.
• Ensure adequate staffing and equipment for all functions.

Team Leadership & Human Resource Management:

• Recruit, train, coach, mentor, and supervise Food & Beverage employees.
• Conduct performance appraisals and identify staff development needs.
• Prepare duty rosters and manpower schedules.
• Promote teamwork, employee engagement, and service excellence.
• Ensure compliance with grooming, attendance, and disciplinary standards.
• Conduct regular departmental meetings and training sessions.
• Develop succession plans for key positions.

Health, Safety & Security:

• Ensure compliance with occupational health, food safety, fire safety, and environmental regulations.
• Promote safe food handling and hygiene practices.
• Ensure employees use Personal Protective Equipment (PPE) where required.
• Monitor accident prevention and workplace safety.
• Coordinate emergency response procedures within the department.
• Ensure safe handling and storage of food products and beverages.

Coordination with Other Departments:

•  Work closely with the Executive Chef to ensure seamless kitchen and service operations.
• Coordinate with Front Office regarding guest arrivals, VIPs, room service, and special requests.
• Liaise with Housekeeping regarding outlet cleanliness and event setup.
• Collaborate with Sales & Marketing on promotions, events, and corporate functions.
• Work with Procurement to ensure uninterrupted supply of food and beverages.
• Coordinate with Finance on revenue reconciliation and budget management.
• Liaise with Engineering regarding equipment maintenance and repairs.
• Work with Security to ensure guest and staff safety during events.

Reporting & Administration:

• Prepare daily, weekly, monthly, quarterly, and annual departmental reports.
• Monitor departmental Key Performance Indicators (KPIs).
• Analyze outlet performance, guest feedback, sales, profitability, and operational trends.
• Prepare business plans, budgets, forecasts, and performance reports.
• Maintain accurate operational records, licences, permits, and compliance documentation.
• Present departmental performance reports during management meetings.

Compliance & Continuous Improvement:

• Ensure compliance with company policies, SOPs, statutory regulations, and luxury hospitality standards.
• Support internal and external audits.
• Identify operational improvement opportunities.
• Introduce innovative service concepts and technology solutions.
• Promote sustainability initiatives including waste reduction, recycling, and energy conservation.
• Drive continuous improvement in guest service, operational efficiency, and profitability.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or HND in Hotel & Catering Management, Business Administration, or related field.
• Professional F&B or culinary management certification is an advantage.

Experience:

• Minimum of 5 years' F&B experience, with at least 2 years in a managerial role in a luxury or upscale hotel/restaurant environment.
• Strong knowledge of F&B cost control, POS systems, and HACCP standards.

Skills:
Technical Skills:

• F&B cost control
• POS and inventory systems
• Menu engineering
• HACCP/food safety standards
• Events and banquet operations

Soft Skills:

• Guest-centric leadership
• Team management and training
• Negotiation with vendors/clients
• Problem-solving under pressure
• Attention to detail.

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Reports to: Housekeeping Supervisor

Main Function

• The Public Area Attendant maintains the cleanliness and presentation of all public and back-ofhouse areas of the hotel, including the lobby, corridors, restrooms, and offices, ensuring a consistently pristine environment for guests and staff.

Role Responsibilities
Public Area Cleaning & Maintenance:

• Clean and maintain all public areas including the hotel lobby, reception, lounges, waiting areas, corridors, elevators, staircases, guest hallways, meeting rooms, banquet halls, restaurants, bars, spa, gym, business centre, public restrooms, and other common areas.
• Sweep, mop, vacuum, dust, and polish floors, walls, furniture, fixtures, fittings, mirrors, glass panels, doors, and decorative items.
• Maintain spotless entrances, driveways, drop-off points, porte-cochère, and outdoor guest areas.
• Ensure all public areas are continuously monitored and cleaned throughout the day.
• Perform scheduled deep cleaning of assigned areas.
• Remove fingerprints, stains, smudges, and marks from glass, mirrors, stainless steel, and polished surfaces.
• Ensure all areas consistently meet superior luxury hospitality standards.

Public Restroom Maintenance:

• Clean and sanitize all public restrooms regularly throughout the day.
• Replenish toilet tissue, paper towels, hand soap, hand sanitizers, air fresheners, and other washroom consumables.
• Ensure washrooms remain dry, odour-free, hygienic, and fully functional.
• Clean mirrors, sinks, countertops, toilets, urinals, partitions, and floors.
• Report plumbing defects, blocked drains, leaking taps, and faulty fittings immediately.
• Conduct routine inspections to ensure public washrooms remain guest-ready at all times.

Floor Care & Surface Maintenance:

• Sweep, vacuum, mop, scrub, polish, and buff floors using approved equipment and procedures.
• Shampoo carpets, rugs, and upholstered furniture as scheduled.
• Polish marble, granite, wooden, terrazzo, and tiled floors to maintain their appearance.
• Operate floor-cleaning equipment safely and efficiently.
• Remove stains from carpets, upholstery, and flooring promptly.
• Ensure floors remain clean, dry, and free from slip hazards.

Waste Management & Environmental Cleanliness:

• Empty waste bins and replace waste liners in all assigned areas.
• Segregate waste in accordance with the hotel's environmental and recycling policies.
• Remove refuse promptly from guest and staff areas.
• Maintain clean refuse collection and disposal points.
• Report overflowing waste bins or sanitation concerns immediately.
• Support the hotel's waste reduction and recycling initiatives.

Guest Service & Hospitality:

• Greet guests courteously and offer assistance whenever appropriate.
• Respond promptly to guest requests relating to housekeeping services.
• Provide directions to guests within the hotel where required.
• Report guest complaints or service concerns immediately to the Housekeeping Supervisor.
• Maintain professionalism, courtesy, and confidentiality at all times.
• Ensure guest comfort is never disrupted during cleaning activities.

Event & Function Support:

• Assist in preparing banquet halls, conference rooms, meeting rooms, and event spaces before, during, and after functions.
• Ensure event venues remain clean throughout meetings, conferences, weddings, and special events.
• Support post-event cleaning and restoration of venues.
• Coordinate with the Banquet and Events teams to maintain cleanliness during functions.
• Ensure all public event spaces are restored promptly after use.

Housekeeping Equipment & Supplies Management:

• Operate housekeeping machinery and cleaning equipment safely and efficiently.
• Maintain housekeeping trolleys and cleaning equipment in good condition.
• Ensure adequate stock of cleaning chemicals, consumables, and supplies.
• Report damaged equipment and supply shortages immediately.
• Store cleaning chemicals safely in designated storage areas.
• Prevent wastage of cleaning materials and operational supplies.

Maintenance Reporting:

• Conduct routine inspections of assigned areas for maintenance defects.
• Report faulty lighting, damaged furniture, broken fittings, leaking pipes, blocked drains, defective air conditioners, damaged ceilings, broken tiles, faulty elevators, and other maintenance concerns.
• Follow up on reported maintenance issues where necessary.
• Ensure hazards affecting guest safety are reported immediately.

Health, Safety & Hygiene: 

• Maintain excellent personal hygiene and professional grooming.
• Ensure compliance with hotel sanitation, infection prevention, and housekeeping standards.
• Use Personal Protective Equipment (PPE) where required.
• Handle cleaning chemicals safely in accordance with safety guidelines.
• Ensure floors remain free of slip hazards by placing caution signs during cleaning.
• Report accidents, unsafe conditions, and health hazards immediately.
• Participate in emergency response and fire safety drills.

Inventory & Asset Care:

• Safeguard all housekeeping equipment, tools, and supplies assigned for daily operations.
• Maintain accountability for cleaning machines, mops, buckets, vacuum cleaners, polishers, and other equipment.
• Conduct routine checks of assigned equipment.
• Report loss, theft, or damage of housekeeping assets immediately.
• Ensure proper storage of housekeeping equipment after use.

Reporting & Documentation:

• Complete daily cleaning schedules and assignment checklists.
• Report completed cleaning assignments to the Housekeeping Supervisor.
• Record maintenance defects and guest requests accurately.
• Report unusual incidents, security concerns, damages, or lost-and-found items.
• Maintain accurate records of cleaning activities where required.

Compliance & Continuous Improvement: 

• Comply with all hotel policies, Standard Operating Procedures (SOPs), health and safety regulations, and luxury hospitality standards.
• Participate in departmental meetings, training programmes, and refresher courses.
• Support quality assurance initiatives and housekeeping inspections.
• Recommend improvements to cleaning procedures and operational efficiency.

Qualifications and Requirements
Education and Certifications:

• SSCE or equivalent.

Experience:

• Minimum of 1 year of cleaning/housekeeping experience, preferably in a hotel or hospitality setting.

Skills:
Technical Skills:

• Public area cleaning techniques
• Use of cleaning equipment and chemicals.

Soft Skills:

• Reliability
• Attention to detail
• Physical stamina
• Professional appearance.

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Job Description

• The Laundry Supervisor is responsible for overseeing the daily operations of the hotel's laundry and linen services, ensuring that all guest garments, staff uniforms, hotel linen, towels, tablecloths, napkins, curtains, and other fabric items are processed efficiently, hygienically, and to the highest luxury hospitality standards.
• The role ensures the proper operation of laundry equipment, effective supervision of laundry personnel, inventory control of linen and uniforms, quality assurance, cost control, and compliance with health, safety, and environmental regulations.
• The Laundry Supervisor is expected to maintain exceptional turnaround times, minimize linen losses, extend linen lifespan, and ensure that guests and operational departments receive clean, well-maintained linen and garments promptly.

Responsibilities
Laundry Operations Management:

• Supervise and coordinate the daily operations of the hotel's laundry facility.
• Ensure efficient washing, drying, ironing, pressing, folding, packaging, and distribution of all hotel linen, guest laundry, staff uniforms, and other fabric items.
• Monitor workflow to ensure timely processing and delivery of laundry items.
• Allocate daily work schedules and assignments to laundry personnel.
• Ensure all laundry requests are completed within established turnaround times.
• Coordinate with Housekeeping, Food & Beverage, Spa, Gym, and other departments to meet operational linen requirements.
• Ensure proper handling of delicate fabrics and specialty garments.

Guest Laundry Services:

• Ensure all guest laundry, dry cleaning, and pressing services are handled professionally and confidentially.
• Verify that guest instructions regarding washing, ironing, stain removal, and special garment care are followed accurately.
• Ensure guest laundry is returned clean, neatly pressed, and within the promised delivery time.
• Resolve guest complaints relating to laundry services promptly and professionally.
• Maintain accurate records of guest laundry transactions.

Linen & Uniform Management:

• Supervise the collection, sorting, counting, and distribution of hotel linen and staff uniforms.
• Monitor linen circulation between laundry, housekeeping, restaurants, banquet facilities, spa, gym, and other operational departments.
• Ensure sufficient stock levels of clean linen and uniforms are maintained at all times.
• Monitor linen usage and recommend replacement of damaged or worn-out items.
• Coordinate the issuance and return of employee uniforms.
• Maintain accurate linen and uniform inventory records.
• Ensure proper storage and organization of clean linen.

Quality Assurance:

• Inspect washed, pressed, and finished linen and garments before distribution.
• Ensure all laundry items meet the hotel's quality standards.
• Monitor stain removal processes and garment finishing quality.
• Ensure damaged or defective linen is identified and removed from circulation.
• Maintain high standards of cleanliness, presentation, and fabric care.
• Conduct routine quality inspections and implement corrective actions where necessa

Equipment & Facility Management:

• Monitor the operation of washing machines, dryers, flatwork ironers, steam presses, drycleaning equipment, folding machines, and other laundry equipment.
• Ensure equipment is operated according to manufacturer guidelines.
• Report equipment faults and maintenance requirements promptly.
• Coordinate preventive maintenance with the Engineering Department.
• Ensure the laundry facility remains clean, organized, and safe at all times.
• Monitor the availability of detergents, chemicals, and laundry supplies.

Inventory & Cost Control:

• Monitor consumption of detergents, chemicals, fabric softeners, stain removers, packaging materials, and other laundry supplies.
• Implement cost control measures to minimize wastage and unnecessary expenses.
• Conduct regular inventory counts of linen, uniforms, laundry chemicals, and consumables.
• Investigate linen shortages, losses, damage, and excessive replacement rates.
• Ensure proper handling and storage of laundry chemicals.
• Monitor utility consumption, including water, electricity, steam, and gas, and recommend efficiency improvements.
• Prepare periodic inventory and cost reports for management.

Health, Safety & Hygiene:

• Ensure compliance with hotel hygiene standards, health regulations, and occupational safety requirements.
• Ensure proper handling, storage, and use of laundry chemicals.
• Enforce the use of Personal Protective Equipment (PPE) by laundry staff.
• Promote safe lifting techniques and proper machine operation.
• Report accidents, incidents, and unsafe conditions immediately.
• Ensure compliance with environmental policies relating to waste disposal and chemical management.

Team Leadership & Staff Development:

• Supervise, motivate, and coordinate the activities of laundry personnel.
• Prepare duty rosters and work schedules.
• Conduct orientation and on-the-job training for new employees.
• Monitor employee performance and provide coaching and feedback.
• Ensure compliance with grooming, attendance, and disciplinary standards.
• Foster teamwork, accountability, and continuous improvement within the laundry team.

Coordination & Communication:

• Liaise with the Executive Housekeeper, Housekeeping Supervisors, Restaurant Managers, Banquet Team, Spa, Gym, Engineering, and Procurement Departments.
• Coordinate linen requirements for conferences, banquets, weddings, and special events.
• Communicate operational challenges and resource requirements to management.
• Ensure smooth coordination between laundry operations and other hotel departments. Reporting & Documentation
• Maintain daily laundry production records and operational logs.
• Prepare daily, weekly, and monthly laundry performance reports.
• Maintain records of guest laundry transactions, linen inventory, uniform issuance, equipment maintenance, and chemical consumption.
• Prepare reports on linen losses, damages, repairs, and replacements.
• Submit operational reports to the Executive Housekeeper.

Compliance & Continuous Improvement:

• Ensure compliance with hotel policies, Standard Operating Procedures (SOPs), and luxury hospitality standards.
• Participate in departmental audits and quality inspections.
• Recommend improvements to laundry processes, equipment utilization, and workflow efficiency.
• Support sustainability initiatives, including water conservation, energy efficiency, and environmentally friendly laundry practices.
• Promote continuous improvement and operational excellence.

Qualifications and Requirements
Education and Certifications:

• Candidates should possess a SSCE / OND in any field; certification in laundry / textile care is an advantage.

Experience:

• Minimum of 3 years' laundry operations experience, including some supervisory exposure, preferably in a hotel setting.

Skills:
Technical Skills:

• Laundry equipment operation
• Fabric care and stain treatment
• Inventory management.

Soft Skills:

• Supervisory leadership
• Attention to detail
• Time management
• Reliability.

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Reports to: General Manager
Direct Reports: Front Office Manager, Executive Housekeeper, Food & Beverage Manager, Chief Engineer, Chief Security Officer, Laundry Supervisor, Recreation/Spa Supervisor (where applicable)

Main Function

• The Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure operational efficiency, exceptional guest satisfaction, service excellence, and compliance with the hotel's policies and operational standards.
• The Operations Manager provides leadership across all operational departments, ensuring seamless coordination, effective resource utilization, and consistent delivery of quality guest experiences while supporting the General Manager in achieving the hotel's strategic and financial objectives.
• The Operations Manager oversees the operational performance of Front Office, Housekeeping, Food & Beverage, Engineering, Security, Laundry, Recreation, Guest Services, and other operational departments.
• The role is responsible for maintaining operational standards, optimizing productivity, improving service quality, monitoring departmental performance, ensuring regulatory compliance, managing operational risks, and driving continuous improvement initiatives across the hotel.
• The Operations Manager serves as the primary operational leader, ensuring that all departments work collaboratively to deliver safe, efficient, guest-focused, and profitable hotel operations.

Role Responsibilities
Operational Management & Service Delivery:

• Oversee the daily operations of all hotel departments to ensure efficient service delivery.
• Coordinate departmental activities to ensure smooth day-to-day hotel operations.
• Monitor operational performance and service quality across all guest-facing and back-of-house departments.
• Ensure all departments comply with approved Standard Operating Procedures (SOPs).
• Conduct routine operational inspections of guest rooms, restaurants, kitchens, bars, banquet facilities, public areas, engineering facilities, stores, laundry, and back-of-house operations.
• Resolve operational issues promptly to minimize service disruptions.
• Ensure operational readiness for conferences, events, VIP arrivals, and special functions.
• Promote a culture of service excellence throughout the hotel.

Guest Experience Management:

• Ensure exceptional guest satisfaction across all service touchpoints.
• Monitor guest feedback, complaints, online reviews, and satisfaction surveys.
• Resolve escalated guest concerns professionally and promptly.
• Ensure guest requests are attended to efficiently.
• Promote personalized guest service and hospitality standards.
• Monitor service recovery initiatives and implement improvements where necessary.
• Support initiatives that enhance guest loyalty and repeat business.

Departmental Coordination & Leadership:

• Provide leadership and direction to departmental managers and supervisors.
• Coordinate daily operational meetings with Heads of Departments.
• Promote teamwork, communication, and collaboration across departments.
• Monitor departmental productivity and operational efficiency.
• Ensure effective shift planning and manpower utilization.
• Support succession planning and staff development initiatives.
• Foster a culture of accountability, professionalism, and continuous improvement.

Financial & Cost Management:

• Assist in preparing departmental operational budgets.
• Monitor operational expenditure against approved budgets.
• Review departmental costs and identify opportunities for cost optimization.
• Monitor labour costs, utility consumption, food cost, beverage cost, and operational expenses.
• Ensure efficient utilization of hotel resources without compromising service quality.
• Support revenue-generating initiatives across operational departments.
• Participate in budget planning and financial performance reviews.

Quality Assurance & Continuous Improvement:

• Maintain quality assurance systems across operational departments.
• Conduct routine quality inspections and operational audits.
• Monitor compliance with hotel service standards.
• Identify service gaps and implement corrective actions.
• Promote continuous improvement initiatives to enhance operational efficiency.
• Ensure departmental corrective action plans are implemented promptly.
• Benchmark operational performance against industry best practices where appropriate.

Health, Safety & Regulatory Compliance:

• Ensure compliance with health, safety, fire, environmental, and security regulations.
• Monitor workplace safety and occupational health practices.
• Ensure all departments comply with statutory and regulatory requirements.
• Support emergency preparedness and crisis management procedures.
• Ensure operational compliance with food safety and hygiene standards.
• Promote a safe working environment for employees and guests.

Engineering & Facilities Oversight:

• Coordinate with the Engineering Department to ensure hotel facilities remain fully operational.
• Monitor preventive and corrective maintenance programmes.
• Report facility defects requiring immediate attention.
• Ensure guest rooms, public areas, and hotel facilities remain in excellent condition.
• Monitor utility management and operational sustainability initiatives.

Inventory & Asset Management:

• Monitor inventory control systems across operational departments.
• Ensure proper utilization and safeguarding of hotel assets.
• Coordinate periodic stock verification exercises.
• Minimize wastage, losses, and pilferage.
• Ensure operational equipment is properly maintained and utilized.

Human Capital Management:

• Supervise and support operational managers and supervisors.
• Monitor employee performance and productivity.
• Support recruitment, onboarding, and training activities.
• Identify operational training needs.
• Promote employee engagement and teamwork.
• Ensure compliance with HR policies and disciplinary procedures.

Risk Management & Internal Controls:

• Identify operational risks affecting hotel performance.
• Ensure effective implementation of internal control procedures.
• Monitor operational compliance with company policies.
• Participate in internal and external audit exercises.
• Implement corrective actions arising from audit findings.
• Protect hotel assets and operational integrity.

Reporting & Performance Management:

• Prepare daily, weekly, and monthly operational performance reports.
• Monitor departmental Key Performance Indicators (KPIs).
• Analyze operational trends and recommend improvement strategies.
• Report significant operational issues to the General Manager.
• Monitor implementation of management decisions and operational action plans.
• Ensure timely submission of departmental reports.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or a related field.
• Professional hospitality certification is an added advantage.

Experience:

• Minimum of 7 years' progressive experience in hotel operations, with at least 3 years in a supervisory or management role.
• Experience coordinating multiple hotel operational departments.
• Strong understanding of hotel operations, guest service standards, and operational management.
• Experience using Property Management Systems (PMS) and other hotel operational systems is an advantage.

Skills:
Technical Skills:

• Hotel operations management
• Guest service management
• Operational planning and coordination
• Budget monitoring and cost control
• Quality assurance
• Risk management
• Health and safety compliance
• Inventory and asset management
• Performance monitoring
• Hotel PMS and operational systems

Soft Skills:

• Leadership and team management
• Excellent communication and interpersonal skills
• Problem-solving and decision-making
• Strong organizational skills
• Customer service orientation
• Conflict resolution
• Time management
• Attention to detail
• Analytical thinking
• Ability to work under pressure.

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Reports to: Food & Beverage Manager
Direct Reports: Bar Supervisors, Bartenders, Bar Stewards, Bar Cashiers, Bar Waiters / Waitresses

Main Function

• The Rooftop Bar Manager is responsible for the overall management, coordination, and performance of the rooftop bar, ensuring exceptional guest experiences, efficient operations, revenue growth, and compliance with established operational standards.
• The role provides leadership in delivering high-quality beverage service, maintaining service excellence, managing bar profitability, and ensuring a safe, welcoming, and vibrant environment for guests.
• The Rooftop Bar Manager oversees all aspects of the rooftop bar operations, including beverage preparation and service, inventory management, cash handling, staff supervision, guest relations, entertainment coordination, hygiene standards, and compliance with company policies and statutory regulations.
• The role is responsible for maximizing sales opportunities, maintaining product quality, controlling operational costs, and ensuring the rooftop bar remains a preferred destination for guests.
• The Rooftop Bar Manager works closely with the Food & Beverage Manager and other operational departments to ensure seamless service delivery while promoting the hotel's brand, profitability, and reputation.

Role Responsibilities
Bar Operations & Service Excellence:

• Oversee the daily operations of the rooftop bar to ensure efficient and seamless service delivery.
• Ensure guests receive prompt, professional, and courteous service at all times.
• Maintain high standards of beverage quality, presentation, and consistency.
• Ensure all bar operations comply with approved Standard Operating Procedures (SOPs).
• Conduct regular inspections of the bar, seating areas, storage rooms, and service stations.
• Ensure bar equipment is functional, clean, and properly maintained.
• Monitor service flow during peak business periods and implement corrective actions where necessary.
• Ensure the rooftop bar maintains a clean, safe, and inviting atmosphere.

Guest Experience Management:

• Deliver exceptional customer service that enhances guest satisfaction and loyalty.
• Personally engage with VIP guests and resolve escalated guest complaints promptly and professionally.
• Monitor guest feedback and recommend improvements to service delivery.
• Ensure guest requests and special requirements are attended to efficiently.
• Promote personalized hospitality and memorable guest experiences.
• Build positive relationships with regular customers and corporate guests.

Beverage Management & Product Quality:

• Ensure all beverages are prepared according to approved recipes and quality standards.
• Monitor beverage quality, freshness, and presentation.
• Introduce innovative beverage offerings and seasonal promotions in collaboration with the Food & Beverage Manager.
• Ensure compliance with responsible alcohol service practices.
• Monitor beverage dispensing procedures to minimize wastage and maintain consistency.
• Ensure all products served meet established quality standards.

Financial Management & Cost Control:

• Monitor daily bar sales, revenue, and profitability.
• Assist in preparing bar budgets and revenue forecasts.
• Monitor beverage cost, labour cost, and operational expenses.
• Implement cost control initiatives without compromising service quality.
• Review daily sales reports and identify revenue improvement opportunities.
• Ensure proper cash handling procedures and reconciliation of daily sales.
• Monitor discounts, complimentary items, voids, and promotional activities for compliance with company policies.

Inventory Management & Stock Control:

• Oversee inventory management and stock control processes.
• Conduct regular stock counts and inventory reconciliations.
• Monitor beverage consumption trends and stock movement.
• Ensure timely replenishment of bar supplies.
• Investigate stock variances and implement corrective measures.
• Minimize wastage, spoilage, theft, and pilferage.
• Ensure proper storage and rotation of beverages and supplies.

Leadership & Human Capital Management:

• Supervise, coach, and mentor bar supervisors, bartenders, and service staff.
• Prepare staff duty rosters and work schedules.
• Monitor employee attendance, productivity, and performance.
• Identify training needs and facilitate staff development programmes.
• Promote teamwork, professionalism, and accountability.
• Conduct performance evaluations and provide constructive feedback.
• Ensure compliance with HR policies and disciplinary procedures.

Health, Safety & Regulatory Compliance:

• Ensure compliance with food safety, hygiene, health, and safety regulations.
• Maintain high standards of cleanliness throughout the rooftop bar.
• Ensure compliance with liquor licensing requirements and responsible alcohol service.
• Monitor workplace safety practices for staff and guests.
• Ensure emergency exits, fire safety equipment, and safety procedures remain accessible and functional.
• Promote compliance with environmental and sanitation standards.

Marketing & Revenue Growth:

• Collaborate with the Sales & Marketing team to promote the rooftop bar.
• Develop promotional campaigns, themed nights, happy hours, and special events to drive patronage.
• Monitor market trends and customer preferences.
• Recommend new products and entertainment concepts to enhance guest experience.
• Build relationships with event organizers, corporate clients, and entertainment partners.
• Support initiatives that strengthen the rooftop bar's market visibility and profitability.

Risk Management & Internal Controls:

• Ensure adherence to company policies and internal control procedures.
• Safeguard bar assets, equipment, inventory, and cash.
• Identify operational risks and implement preventive measures.
• Participate in internal and external audit exercises.
• Investigate incidents involving theft, loss, customer disputes, or policy violations.
• Ensure compliance with approved financial and operational controls.

Reporting & Performance Management:

• Prepare daily, weekly, and monthly operational reports.
• Monitor bar performance against established Key Performance Indicators (KPIs).
• Analyze sales trends, customer feedback, inventory reports, and financial performance.
• Submit operational reports to the Food & Beverage Manager.
• Monitor implementation of management decisions and corrective action plans.
• Recommend strategies for continuous operational improvement.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or Higher National Diploma (HND) in Hospitality Management, Hotel Management, Business Administration, or a related discipline.
• Professional certification in Food & Beverage Management or Hospitality Operations is an added advantage.
• Food Safety and Hygiene Certification is desirable.

Experience:

• Minimum of 5 years' progressive experience in bar operations or hospitality, with at least 2 years in a supervisory or managerial role.
• Experience managing high-volume bars, lounges, or hospitality outlets.
• Strong understanding of beverage operations, inventory management, customer service, and revenue generation.
• Experience using Point-of-Sale (POS) systems and inventory management software is an advantage.

Skills:
Technical Skills:

• Bar operations management
• Beverage service and quality control
• Inventory and stock management
• Cash handling and financial reporting
• Budget monitoring and cost control
• Customer relationship management
• Event coordination
• Health and safety compliance
• POS systems and hospitality software
• Operational reporting

Soft Skills:

• Leadership and team management
• Excellent customer service orientation
• Strong communication and interpersonal skills
• Problem-solving and decision-making
• Conflict resolution
• Time management
• Attention to detail
• Organizational skills
• Ability to work under pressure
• Professionalism and integrity.