Description
Job Number: 21123799
Location:
Anthony Way, Lagos
Schedule: Full-Time
Position Type: Management
Brand: Sheraton Hotels & Resorts
Job Category: Rooms & Guest Services Operations
Job Summary
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable.
As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Core Work Activities
Leading Guest Services Team:
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Celebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals:
Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies:
Ensures compliance with all Front Office policies, standards and procedures.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Ensuring Exceptional Customer Service:
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes service behaviors of employees and provides feedback to individuals and/or managers.
Managing and Conducting Human Resource Activities:
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Establishes challenging, realistic and obtainable goals to guide operation and performance.
Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
Ensures employees are treated fairly and equitably.
Manages employee progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Additional Responsibilities:
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
Candidate Profile
Education and Experience:
High School Diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR
2-year Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.
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Job Number: 21145369
Location:
Anthony Way, Lagos
Schedule: Full-Time
Position Type: Non-Management
Brand: Sheraton Hotels & Resorts
Job Category: Rooms & Guest Services Operations
Position Summary
Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions.
Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.
Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation.
Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information.
Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors.
Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak using clear and professional language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
Comply with quality assurance standards. Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
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Job Number: 21125177
Location:
Ladi Kwali Way, Abuja
Schedule: Full-Time
Position Type: Management
Brand: Sheraton Hotels & Resorts
Job Category: Food and Beverage & Culinary
Job Summary
Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods.
Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan.
Core Work Activities
Managing Day-to-Day Operations:
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
Maintains service and sanitation standards in restaurant, bar/lounge and room service areas.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Leading Food and Beverage Team:
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Ensures and maintains the productivity level of employees.
Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.
Ensures compliance with all applicable laws and regulations.
Ensures compliance with food handling and sanitation standards.
Ensures staff understands local, state and Federal liquor laws.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Establishes guidelines so employees understand expectations and parameters.
Monitors alcohol beverage service in compliance with local laws.
Ensuring Exceptional Customer Service:
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Empowers employees to provide excellent customer service.
Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.
Handles guest problems and complaints.
Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
Ensures corrective action is taken to continuously improve service results.
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return).
Managing and Conducting Human Resource Activities:
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
Ensures employees are treated fairly and equitably. Strives to improve employee retention.
Ensures employees receive on-going training to understand guest expectations.
Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Strives to improve service performance.
Ensures recognition is taking place across areas of responsibility.
Additional Responsibilities:
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Assists servers and hosts on the floor during meal periods and high demand times.
Recognizes good quality products and presentations.
Supervises daily shift operations in absence of Assistant Restaurant Manager.
Oversees the financial aspects of the department including purchasing and payment of invoices.
Candidate Profile
Education and Experience:
High School Diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area.
OR
2-year Degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area.
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