Lady in Red

Job Closed!
Company:Villa Rosa Kempinski Nairobi
Category:Hospitality/Leisure/Travel
Job Type:Permanent
Location:Nairobi

Job details

Main Responsibilities
  • Communication of hotel & company philosophy and internal hotel representation.
  • Have an in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
  • Knowledgeable about all VIPs in-house, hotel functions and special events.
  • Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company-wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
  • Welcome, facilitate and bid farewell to as many guests as possible.
  • Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
  • Liaise with FOM and GM, to prepare tailor-made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
  • Obtain as much information about a guest’s stay to be entered in the guest history.
  • Welcome visitors to the hotel, assist with general information, internal promotions and directions.
  • Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
  • Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
  • Perform special projects and related duties as assigned.
  • Walk throughout the hotel recognizing guests and engage with them appropriately.
  • Attend & participate in daily briefings as scheduled.
  • Report potential and existing hazards and rectified immediately.
  • Provide information to all guests regarding the services and possible internal promotions of the hotel.
  • Senior Management on any unusual circumstances that might affect guest service and expectation.
  • Take decisions on upgrades/ comps/rebates etc. as per stipulated hotel policies and procedures.
  • Participate in training programmes.
  • Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Desired Qualifications and Skills
  • Diploma in Hospitality Management
  • Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five-star hotel
  • Food & Beverage and Sales experience is a plus
  • English – excellent oral and written skills
  • Additional language – beneficial
  • Supervisory/Management skills
  • Luxury Hotel Experiences 
  • Good Communication skills
  • Knowledge of hotel operations & Computer systems
  • General knowledge of tourist and business-related information
  • Knowledge of hotel products and services
  • Knowledge of VIP welcoming protocol
  • Proficiency in Microsoft Office (Word, Excel and PowerPoint)
  • Advanced knowledge of Opera and Basic knowledge of micros.
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Hospitality/Leisure/Travel Villa Rosa Kempinski Nairobi 5 months ago
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