Latest Jobs at Kempinski Hotels

The incumbent of this position is responsible for the efficient functioning of the Reservations department.

Key Responsibilities:

Optimize opportunities and Reduce Risk 

• Ensure On the day inventory is perfectly correct (block not picked-up, out of Order rooms, Early departures, stay extension) and review overbooking levels of the day with Revenue Management 
• Ensure all day arrivals are fully confirmed and guaranteed as well as perfectly accurate (Price, Rate code, Segment, Source, Profiles, Billing instructions, Guests request and comments…)
• Check the reservations made the previous day.
• Check of arrival tomorrow and recheck of VIP Arrivals Today
• Check Deposit not received for arrival next week
• Control no show and late cancellation charges.
• Maintain all reservation standards.
• Keep department informed of all changes in systems or procedures.
• Ensure that the team is aware of the internal credit policy.
• Monitor reservation pick-up for the coming months – review data on an ongoing basis.

Increase Sales

• Ensure Reservations Team is fully aware of all prices, promotions and packages available for each period within the available booking window.
• Ensure the system is setup in a way that displays the Rates to be proposed first, as well as all the relevant information on screen for reservation agents to be more efficient.
• Ensure Reservations Team has a perfect knowledge of the Rooms and Hotel Product as well as of the area and what is happening in town.
• Be aware of what is happening at competitor’s hotel and keep a good work relationship with them.
• Ensure Reservations Team is fully trained on Sales and Upselling techniques
• Maintain an internal upsell / cross sell programme for the Reservations department (benefits / team competition).
• Ensure offers are proactively followed up
• Ensure emails are being answered in a timely manner, as per Company Standard and on the approved templates.
• Ensure the necessary templates are available and reviewed on a regular basis.

System Setup and Management

• Manage room inventory by room category to achieve optimum results in occupancy, average rate and revenue.
• Assist Revenue Management in setting system closures, restrictions and rate availability according to strategy in place
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with financial department.
• Ensure all cancellation and deposit policies are loaded in all systems according to strategy.
• Ensure PMS and all distribution Channel reflect correct availability and prices.
• Ensure Commission codes are correctly setup and commissions sent and followed up on a weekly basis as a minimum

Communication, Culture and development:

• Attend the Revenue Meeting, Sales Meeting, Front Office Meeting and Department Heads Meeting
• Follow up on lost business, cancellations, regrets & Denials and bring information about price resistance and other relevant information to the knowledge of the Revenue Management Team.
• Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Organise regular training on Systems, data entry standard, sales technics etc. for Reservations, Front desk and Sales agent. 
• Ensure good contact and cordial working relationships with Competitor hotels, keep a close eye on market developments (renovation, special campaigns, theme events etc.) Share this information with colleagues.
• Stay up to date with system development, updates and enhancement as well as industry practices.
• Attend all webinar sessions organized by Regional Offices and Corporate Offices. 
• Share Best practices and relevant Market Insights with Management and colleagues.

Leadership & Team Management

• Ensure there is a fully trained backup person for each of the tasks described in the checklist for Business continuity plan.
• Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to Kempinski service standards.
• Set goals, mentor and motivate the team. Conduct regular performance evaluation. 
• Assist in developing a career path for direct reports.
• Schedule employee planning in line with expected business volume to maximize productivity while remaining fair for each employee.

Other

• Perform any other duties as assigned by management.

Desired Skills and Qualifications:

•  University/College/Tertiary level education in a hospitality field.
• Previous experience in a similar position working with luxury hotels is required.
• 3 years experience in event & group sales, reservations or sales preferred.
• Opera central systems knowledge.
• Knowledge of either Fidelio V6 or Opera PMS is imperative.
• A proven track record of increasing revenue streams or strengthening the performance of a property.
• Experience with reporting and market performance reports.
• Ability to work and communicate in a multinational environment.
• Detail orientated and hands on.
• Effective ability to supervise, motivate, train and develop team members.
• Demonstrate self-confidence, energy and enthusiasm.
• Ability to investigate systems malfunctions or user-input errors.
• Ability to analyse data, make meaningful conclusions and base sound decisions and strategies on these.
• Knowledge of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.
• Ability to adapt to a frequently changing market environment. Be proactive and able to “think outside of the box”.
• Able to work in a fast paced environment and can multitask.
• Ability to remain calm and composed under pressure.

Apply Before 02/15/2023

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Reporting to the Assistant Front Office Manager/Front Office Manager, the Lady in Red is an iconic symbol of Kempinski and is in essence, the Hotel Ambassador (or First Lady). As an extended arm of the General Manager, She is the welcoming hostess, who aims to engage with every guest who comes through the door or is relaxing in the lobby and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest wellbeing. Ensure LQA (Leading Quality Assurance) audit results are 85% and above, CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above, Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.

Key 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 Skills and Qualifications:

• 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.

Apply Before 02/13/2023

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The incumbent in this position is responsible for handling guest requests in a friendly and caring manner and to handle message, mail and parcel addressed to our guests and staff according to the hotel procedures and our service standards in order to ensure guest satisfaction.

Key Responsibilities:

• Answer guest questions and handle guest requests in a polite and efficient manner such as giving information, making a reservation for a tour, a restaurant or transportation, providing directions, confirming flight, etc.  If needed, refer requests to relevant staff to ensure customer satisfaction. 
• Keep updated of all information concerning the hotel services, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all relevant information likely to be of guests’ interest in order to be able to answer guest requests and questions.
• Keep records, deliver and distribute all incoming and outgoing mails, faxes, messages and parcel addressed to current or future guests and hotel staff according to hotel procedures.  
• Upon requests, store guest luggage into the luggage storage room. Handle all luggage with care.  
• Sell stamps for postcards and letters. 
• Maintain cleanliness and tidiness of desk area and replenish counters with brochures, magazines, city maps for guest availability.
• During Business Center’s closing time, send fax for guests.
• Any other duties, which may be assigned to them from time to time as directed by their Supervisor or Manager.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills and Qualifications:

• Basic Certification in Front Office Operations.
• 1 to 2 years experience as a Receptionist, Guest Relation Officer or Bell Boy in an international 5 star hotel preferable.
• Presentable, well spoken individual
• Good Communication skills.
• English – excellent oral and written skills.
• Excellent grooming skills and must be well versed in professional and personal etiquette.
• Supervisory skills, Luxury Hotel Experiences. 
• General knowledge of tourist and business related information.
• Knowledge of hotel products and services.
• Advanced knowledge in Microsoft Office (Word, Excel and PowerPoint) and Opera.
• Ability to work as part of a team.
• Friendly and caring attitude.
• Works in a safe, prudent and organized manner.

Apply Before 02/13/2023

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Under the guidance of the Front Office Manager assess, evaluate and ensure that long-term and short-term of the department are met.  Support and assist Front Office and all Departments in the hotel to ensure a smooth, prompt and effective service to all guests. 

Direct and manage Front Office in absence of the Front Office Manager, respectively Assistant Front Office Manager.

Key Responsibilities:

• Ensures the smooth running of the operations on a day to day basis and in a pro active manner.
• Ensures that as per Kempinski Health & Safety Policy the Fire Exits are free of obstacles.
• Support and assist all Front Office sections.
• Ensures that all guests receives prompt, cordial attention and personal recognition and resolves related problems.
• Inform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.
• Check all correspondence of the day’s arrivals to familiarize with arrived and arriving guests and their needs, follows up as required.
• Control room availability for walk-ins and establishe accountability for guests departure dates and times.
• Follow up with Housekeeping any unresolved room discrepancies.
• Maintain reservation procedures, same day arrivals.
• Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
• Check all billing instructions and guest credit for accuracy.  Follow up and resolve related issues.
• Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.
• Ensures that all departmental information is kept accurately and up to date.
• Promotes in house sales and facilities to maximize hotel revenues.
• Understand and carries out duties in line with Hotel Emergency Procedures.
• Inspects Front and Back of house for cleanliness, Health & Safety and reports any faults to concerned departments.
• Inspects guestrooms on a daily basis.
• Co-ordinates/Assists security personnel in all related matters.
• Responds promptly to any operational requests from Front Office and other hotel departments.
• Attends to referred and unsolved problematic situations.
• Co-ordinates and assists with accommodation and transportation of guests in overbooked situations.
• Completes VIP, delegations and group leaders welcome and farewell as appropriate.
• Conduct efficient hand-over with coming Manager.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills and Qualifications:

• Degree/Diploma in Hotel Management/Front Office Operations.
• Four years experience in a similar role and proven track record may be considered in lieu of specialised education.
• Minimum 5 years Front Office Supervisory position.Preferable experience as Section Head in 5-star property.  
• Good Communication skills.
• Knowledge and experience in the use Fiderio and Opera.
• Proficiency in Excel and Word.
• Knowledge in a foreign language will be a distinct advantage.
• Presentable, well spoken individual.
• Pleasant and outgoing personality.
• Mature & Customer focused.
• Excellent grooming skills and must be well versed in professional and personal etiquette.
• Fluent speech skills.

Apply Before 02/13/2023