Mövenpick Resort Aswan lies within walking distance from the historical Island, tourist attractions and cultural sites. Our 5 star hotel is only a 20 minutes drive from Aswan.
Job Description
DUTIES AND RESPONSIBILITIES
MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE, BELL SERVICE, DOOR SERVICE, PARKING VALET, NIGHT RUNNERS
Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotel’s standards and in line with hotels’ strategic plan
Liaison between Front Office departments and rest of hotel for effective guest experience
Develop, implement, evaluate, review and conduct training and audits in accordance with the hotels’ overall training and development plan
MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM
Handles capital and asset planning, requisition
Responsible for budgeting, planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
Responsible for issuing, monitoring and negotiating all contracts, agreements and billings involving the department’s areas of responsibility
Responsible for developing, implementing, evaluating, reviewing and conducting training & CCTV audits in accordance with the hotels’ overall training and service development plan
Prepare, review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels ‘operating standards
Conduct performance reviews, coaching, counseling and disciplining sessions with colleagues
Handles Guest Services inventory control system
Ensure that safety, health and security policies and procedures are adhered to in areas of responsibility
Coordinate and conduct bi-monthly department, concierge and officers’ meetings to update colleagues on hotels’ objectives, performance and goals
Coordinate, conduct and attend all other necessary meetings as and when required
INVOLVEMENT IN A WIDER JOB FUNCTION
Presence in the driveway and lobby area at critical guest flow time
Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
Recommend, justify, coordinate and implement hotel projects in relation to process improvements
Use Quality Management systems to monitor and improve speed of response time and review progress
Review and analyze trend in guests’ needs and recommend operational changes, if needed to improve guest satisfaction and colleagues productivity
Develop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in department
INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM
Ensure cleanliness and appearance of lobby and related areas
Hands-on knowledge of computer hardware and software to manage systems and generate reports, presentations and correspondence
Capable of planning, defining, co-ordination and managing a service delivery system utilizing human resources, tools, data and service standards
Interface the needs/requirements of other departments with: Housekeeping, Engineering, F&B service, Security, Finance, T&C
Knowledge of Operations of group/convention activities and manpower planning
Knowledge of Quality Management systems
Knowledge of financial planning and budgeting
Provide a level of safety & security for arrival & departure of guests/visitors
Qualifications
Tertiary education or higher with equivalent and hotel related experienc
Minimum 5 years experience in a mnagerial position in service industry preferably in Guest Services and/or Front Office
English Language with knowledge of second language preferred
Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
Knowledge of Quality Management processes
Ability to plan, lead, motivate and control
Dynamic, analytical and detailed-oriented, problem solving and counseling skills
Responsive to continuous challenges and improvements and open to making changes to achieve targeted results
Build partnerships with other departments to ensure that internal and external customers’ needs are satisfied promptly. Possesses leadership qualities
Ability to motivate and direct colleagues to proactively meet and exceed guest expectations
Focused in colleagues training and development, human resource and performance management
Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction
