Job Openings at Villa Rosa Kempinski (KE)

Reporting to the Director of Operations/General Manager, the Front Office Manager will be responsible for the operations of the Reception, Concierge, PABX, Business Centre ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.

Key Responsibilities:

• Ensures the smooth running of the operations on a day to day basis and in a pro active manner.

• Involvement in budget preparations and responsible for profit & loss.

• Maximize hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.

• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.

• Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.

• Identify training needs, develop and manage performance.

• Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.

• Manage all operational tasks as well as their respective delegation and follow-up.

• Carry out disciplinary actions in line with company procedures.

• Re-evaluate workflows to improve and optimize organization.

• Implement and evaluate procedures and policies.

• Ensure clear communication within departments.

• Organize regular departmental meetings.

• Detailed hotel product knowledge, up to date with VIP arrivals & events within the hotel and the destination.

• Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.

• Set short term and long-term measurable objectives to continually improve service levels.

• Responsible for maintaining 85% scoring for LQA inspections.

• Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.

• Manager on Duty weekdays and weekends.

• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills & 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 
• Preferably as Section Head in 5-star property.  
• Good Communication skills
• Knowledge and experience in the use Fidelio 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

The Role of the Spa manager is crucial in setting and maintaining consistent standards, he/she will oversee all aspects of the spa operations and implement strategies to achieve performance targets, create successful team, ensure guest satisfaction, generate new guests/members, and increase revenues. The Spa Manager must be able to provide a service that is responsible, continuous, spontaneous, personal and genuine.

Main Responsibilities

• To take full responsibility for strategic and profitable development of the spa
• Responsible for tracking and developing statistical reporting and taking action based on statistics.
• Ensure high standards of cleanliness throughout the Spa and monitoring the maintenance of spa facilities and equipment, reporting deficiencies as they occur and follow-up.
• Effective management of all staff at all levels.
• Responsible for implementing core values.
• Motivating and developing the team, creating a stimulating and effective work climate
• Being a role model as an effective Spa & Fitness leader by maintaining high levels   of Lifestyle, health and sustainability.
• Taking full responsibility providing guidelines, direction and monitoring of the quality, development of all spa services, acting upon any operational opportunities.
• Ensuring standards and quality control of all departmental communications
• Monitoring operating supply funds for the Spa & Fitness Department and generating necessary purchase requisitions.
• Holding regular departmental meetings, actively contributing to it, encouraging staff involvement.
• Provide and maintain a safe, hazard free environment for all staff and guests, promoting safety awareness at all times.
• Reviewing all suggestions and comments from staff and guests and make necessary adjustments.
• Keeping accurate and up-to-date records and statistics on the spa employees.
• Ensuring timely and effective performance reviews are carried out in the spa department.
• Responsible for conveying inspiring goals and creating motivation within the team.
• Confident in handling guests complaints and comments ensuring they are dealt with in a professional manner, providing a solution and follow up.
• Conveying clear instructions and guidance to staff and establishing working relationships that attain a high level of effective employee morale.
• Responsible for responding properly in any Hotel/spa emergencies or safety situations.
• Spa recruitment and conducting interviews
• Supervise daily spa operations and liaise with department heads to ensure cleanliness, maintenance and service standards are upheld
• Maintain and preserve the Spa’s vision and mission
• Ensure the spa’s operating procedures and policies manuals are implemented and updated as required
• Assist in the development and updating of the spa menu Reports
• Additional responsibilities and tasks can be added at any time, depending on the need of the business and hotel

Qualifications

• Three years spa management experience in an international standard spa
• Previous experience in a 5 star Hotel Spa
• Degree in Spa and Recreation management or equivalent.
• Degree in business administration will be an added advantage
• First Aid and CPR Certificate
• Knowledge of Herbal/Aromatherapy
• Fluency in English both written and spoken