Total 18 Process Improvement Manager job vacancies in Johor Bahru JHR

1. Implement operating procedures & service standards for front office operations
2. Monitor front office operations to ensure adherence to organisational standards & procedures
3. Review manpower allocation for front office operations
4. Monitor room inventory levels & reconcile discrepancies
5. Manage team's service performance in response to guests' needs & requests to ensure guest satisfaction
6. Interact with guests to gather feedback on service quality
7. Operationalise compliance management on data protection regulations & organisational security procedures for guest registration & credit & cash transactions
8. Manage loss & risk prevention policies and procedures to minimise loss and risk in business operations
9. Review operations reports & statistics to monitor & report departmental performance
10. Manage cost control to keep departmental operating expenses within budget

Requirements

• Minimum 3 years relevant experience
• Possesses exceptional interpersonal & communication skills & is able to interact with culturally diverse guests
• Has strong organisational skills & is able to deliver consistent quality guest service in a fast-paced environment
• Works on shifts, including weekends & public holidays

SUMMARY:

1. Consistently executing sales activities to achieve positive market share and brand equity that maximise growth and expands our client base.

2. Manage and lead hotel sales associates and support resources, if assigned to do so.

3. Interact closely with all other hotel departments.

RESPONSIBILITIES:

Quality

• Respond completely and quickly to customers’ inquiries.
• Practice professional account qualification on a consistent basis (i.e., determine customer objective, measure budget needs, date flexibility, space requirement, competitive information).
• Practice basic telephone, video call, email, text etiquette that consistently makes customer feel welcome
• Maximise and achieve all sales personal productivity by following a system of weekly and monthly action plans which are reviewed by the Director of Business Development.
• Create excellent guest and client relationships through attention to detail, follow through with a personalised touch and empathy for customer perceptions and needs.

Team Associates

• Respect the contributions to team success.
• Possess a commitment to the quality of all departmental records (i.e., customer database) which impacts the workload of support associates.
• Handle small administrative tasks on your own (ie., sanning, photocopying) where possible.
• Co-ordinate office coverage.
• Provide clear directions which simplify the role of support associates.

Quality

• Respond completely and quickly to customers’ inquiries.
• Practice professional account qualification on a consistent basis (i.e., determine customer objective, measure budget needs, date flexibility, space requirement, competitive information).
• Practice basic telephone, video call, email, text etiquette that consistently makes customer feel welcome
• Maximise and achieve all sales personal productivity by following a system of weekly and monthly action plans which are reviewed by the Director of Business Development.
• Create excellent guest and client relationships through attention to detail, follow through with a personalised touch and empathy for customer perceptions and needs.

Team Associates

• Respect the contributions to team success.
• Possess a commitment to the quality of all departmental records (i.e., customer database) which impacts the workload of support associates.
• Handle small administrative tasks on your own (ie., scanning, photocopying) where possible.
• Co-ordinate office coverage.
• Provide clear directions which simplify the role of support associates.

Initiatives

• Emphasise of teamwork in all decision-making; always look for volunteer opportunities that aid a team associate. Achievement of overall hotel goals supersedes individual concerns.
• Follow hotel performance and short-term forecasts to find weak periods and identify customers who need those periods.
• Identify business trends and marketing opportunities that can improve hotel performance to Director of Business Development

Documents to Know

• Sales Plan
• Employee Handbook
• Individual and Team Revenue Goals
• Daily arrivals, cancellations and no-show reports, VIP arrivals, forecasts and monthly action plan.

Educational Process

• Attend new associate orientation.
• Actively participate in all departmental educational activities.
• Conduct educational seminars as assigned by the Director of Business Development
• Look for and recommend outside training opportunities to the Director of Business Development.

Information Obligations

• Precise, clear, timely communications, special reports or events as may be required by the Director of Business Development.
• Communicate customer feedback on our services and facilities to Department Heads when appropriate and using correct protocol.
• Identify associates who require further education or counselling to Department Heads when appropriate and using correct protocol.

Co-ordination and Co-operation

• Actively assist the Credit Department in follow-up of overdue accounts (or other departments who request our assistance in serving a sales client).
• Support overall hotel goals through participation in sales meetings, associate outings, recreational activities and in settling an outstanding personal example for other hotel associates to follow.
• Support Hotel’s overall sales goals through co-operation and co-ordination with Regional Sales Offices, National Sales Office and sister hotels.

Special Order/Duties

• Support the development of the annual Business Plan and Hotel Budget and Sales Plan as requested by the Director of Business Development.
• Participate in the sales meeting by updating business pick-up generated for the week.
• Attend tradeshows, travel functions, major business functions or as required by the Director of Business Development.
• Accomplish and meet targeted Room Revenue as agreed for the year.
• Co-operate and accept other assignments the Director of Business Development may deem necessary to assign as and when required from time to time.
• College degree and/or related experience preferred.

REQUIREMENTS:

• College degree and/or related experience preferre
• English language spoken and written generally required
• Provide hotel space and services to meet the customer’s objective in order to maximise room, food & beverage revenue at maximum profit
• Professionally handle customers’ inquiries on a timely basis.
• Actively promote and participate in hotel site inspections and in-house client entertainment.
• Have a complete knowledge of hotel facilities and services and the ability to use this knowledge in selling against our competitors.
• Write correspondence that sells, documents clearly and has personality.
• Continuously solicit for new business that expands our client base using action plans focused on the market segment identified in the annual business and sales plan.
• Support the basic administrative system of the Sales Department (i.e., records, account distribution, file organisation, contractual standards, follow-up tentative bookings and rooming lists).
• Be aware of current events which impact our marketplace.
• Lead and actively participate in departmental meetings.
• Plan, execute and follow-up on sales trip, if any.
• Know and follow all hotel policies as described in the Employee Handbook and other documents.

Experience:

• Provide hotel space and services to meet the customers' objective in order to maximise rooms, food & beverage revenue at maximum profit
• Professionally handle customers' inquiries on a timely basis
• Actively promote and participate in hotel site inspections and in-house client entertainment
• Have a complete knowledge of hotel facilities and services and the ability to use this knowledge in selling against our competitors
• Write correspondence that sells, documents clearly and has personality
• Continuously solicit for new business that expands our client based using action plans focused on the market segment identified in the annual business and sales plan
• Support the basic administrative system of the sales department(ie records, account distribution, file organisation, contractual standards, follow-up tentative bookings and rooming list)

COMPETENCIES:

• Ability to hold one’s opinion in a group environment
• Communication skills (written/verbal)
• Ability to present ideas/large volumes of information in a clear/concise manner
• Confidence, ability to perform well under pressure
• Ability to negotiate and create win-win situations
• Ability to analyse and interpret basic financial/market data
• Organisational and time management skills
• Analytical and numerical skills
• Business acumen
• Professionalism
• Initiative
• Rapport Building and Team Player

1. Plan resources & allocate work assignments to team members
2. Organise work activities for shift commencement & completion
3. Supervise work performance to ensure cleaning & maintenance are carried out in accordance with organisational procedures & standards
4. Resolve guests' concerns & feedback
5. Propose improvements to enhance operational efficiency & guest experience
6. Implement innovation, improvement & sustainability plans for continuous improvement
7. Monitor team's compliance with organisational & regulatory requirements on hygiene & workplace safety & health
8. Identify & monitor signs of potential security threats for appropriate follow-up
9. Generate & interpret operations reports for management reporting
10. Provide coaching & feedback to improve team performance

Requirements

• Minimum 2 years relevant experience
• Individual with strong communication & problem-solving skills
• Works well under pressure in a fast-paced environment
• Works on shifts, including on weekends & public holidays
• Able to meet the physical demands of the job, he has to be physically fit to lift heavy loads such as mattresses

Reporting to the F&B Director, this role will operational procedures across the different outlets/brands adhered to company and governing regulations.

Key responsibilities

Operations

• Ensure that all the outlets and banquet are managed efficiently according to the established concept statements and adhere to company and governing policies & procedures.
• Assist in emphasizing the implementation of a flexible employee base, with the proportionate number of full time and part-time staff based on established business levels for the day.
• Delegate responsibilities to the team and ensure completion of tasks
• To represent the F&B department on the hotel's executive committee in the absence of the F&B Director
• Ensure that corrective actions be taken where necessary by Outlet Managers, Banquet Operation Manager and respective Head Chefs upon monitoring the service and food and beverage standards in all outlets and banquets.
• To assist and be available and on duty during peak periods and practice hands on management style.
• To conduct frequent and thorough kitchen inspections together with the Executive Chef of the Food & Beverage operations.
• To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure service recovery with guests. To ensure that these incidents are logged in the GIF forms and kept in file.

Guest Service

• To establish good rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries of food, beverage and service.
• To personally and frequently verify that guests in the outlets are receiving the best possible service.
• To spend time in the outlets (during peak periods) to ensure that the outlet is managed well by the respective outlet team and functions to the fullest expectations.
• To be demanding and critical when it comes to service standards.
• To ensure that the outlet team projects a warm, professional and welcome image and that the 3 service basics are performed (warm welcome, anticipation of guest’s needs and requests and service with a smile).

Financial

• To reinforce with all outlet managers a flexible work force using principles of multi-skilling and multi-tasking to ensure maximization of resource allocation.
• To ensure that each Food & Beverage outlet and banquet is managed successfully as an independent profit center.
• To analyze daily revenue and monitor upselling strategies and recommend innovative promotions to achieve profit.
• To assist in preparing an accurate monthly forecasts on covers, average check, revenue and expenses and schedule resources.
• To constantly review operating standards and implementation of new and innovative ideas to optimize revenue and profits.

Administration

• To ensure that all departmental operations manual are prepared and updated as assigned.
• To ensure that all Food & Beverage forms and reports by the Outlet Managers are forwarded in time to the F&B Office.
• To conduct daily operations briefings with Outlet Managers and Food & Beverage Meeting in the absence of Director of Food & Beverage and Executive Assistant Manager.
• To ensure that all meetings are well planned, efficient and results oriented.
• To ensure that deadlines on all projects are met.
• To counsel and discipline subordinates in matter relating to misconduct, on the part of the subordinates, contrary to the terms and conditions of employment, decide on appropriate disciplinary action including termination of employment.

Requirements

• Diploma/degree /professional certificate in hotel management/F&B management from SHATEC or other recognized institutions
• WSQ Follow Food & Beverage Safety and Hygiene Policies and Procedures
• Other existing and/or new Workforce Skills Qualifications (WSQ)
• 3-4 years’ managerial experience in Food & Beverage/Hotel industry
• Adept at work in a fast paced environment
• Able to communicate fluently to execute upselling techniques

Unleash Your Passion for Hospitality: Senior Sales Manager (Leisure)

Are you a seasoned sales professional with a deep understanding of the leisure travel market?

Do you thrive on building relationships and exceeding expectations? If so, we want you! We are seeking a dynamic and results-oriented Senior Sales Manager to lead our Leisure market segment and drive revenue growth for our hotel.

About the Role:

In this exciting role, you will be responsible for developing and implementing strategic sales initiatives to secure new leisure business and maximize revenue within your assigned portfolio. You will build strong relationships with travel agents, tour operators, and online travel agencies, tailoring unique proposals that showcase our hotel's exceptional offerings and unparalleled guest experience.

Key Responsibilities:

• Develop and execute a comprehensive sales strategy for the Leisure market segment, aligned with overall hotel goals and market trends.
• Manage a portfolio of assigned accounts, nurturing existing relationships and proactively identifying new business opportunities.
• Negotiate and secure contracts with travel partners, ensuring optimal room rates and revenue generation.
• Develop and deliver compelling sales presentations and proposals that highlight the hotel's unique selling points.
• Analyze market trends and competitor activity to inform strategic decision-making.
• Monitor sales performance and report regularly on key metrics and achievements.
• Foster a collaborative relationship with the revenue management team to optimize pricing and inventory strategies.
• Represent the hotel at industry events, trade shows, and networking functions.

Qualifications & Requirements:

• Minimum 3 years of experience in hotel sales, with a proven track record of success in the Leisure market segment.
• Strong understanding of the travel industry dynamics and key distribution channels.
• Excellent communication, negotiation, and presentation skills.
• Ability to build and maintain strong relationships with key stakeholders.
• Proficient in salesforce automation tools and CRM software.
• Results-oriented with a strong work ethic and a positive attitude.
• Ability to work independently and as part of a team.

The senior manager/manager for Marketing & Communications role is focused on building and executing strategies to promote our hotel. This position requires a deep understanding of the hospitality industry along with expertise in various forms of marketing. He/she is responsible to drive media and communications objectives, manage content marketing strategy and other communications, media and public relations initiatives.

Key responsibilities

• To develop and manage a comprehensive marketing and communications strategy, with relevant content to engage the appropriate target audiences in order to grow brand awareness, share of mind and generate revenue for the hotel.
• Conduct market research to identify customer needs, market trends, and competitor strategies.
• Oversee branding efforts to ensure a consistent and positive image of the hotel.
• Manage online marketing initiatives, including SEO, SEM, social media, and email campaigns to increase fan base and engagement.
• Oversee traditional advertising efforts such as print, radio, and television ads.
• To develop and maintain close working relationships with stakeholders, key media partners (online and offline) in order to maximize media coverage and exposure for the hotel.
• Collaborate with the sales team to create promotional materials and campaigns aimed at key customer segments.
• Develop and manage the marketing budget, ensuring ROI and revenue goals are met.
• To lead, mentor and manage team members to meet key performance objectives
• Use analytics tools to monitor campaign performance and make data-driven decisions.
• Oversee or coordinate events that promote the hotel, such as press events, conferences, and local community events.
• To develop and manage execution of media plan through all relevant channels and partners
• To manage strategic alliances and partnership programs to meet key objectives.
• To provide guidance and direction to hotel on how they manage their media, communications and partnership marketing strategy.

Ideal requirements:

• Extensive experience in marketing, preferably in the hospitality or service industry.
• Strong leadership and organizational skills.
• Proficiency in digital marketing and analytics tools.
• Exceptional communication and negotiation skills.
• Keen attention to detail with experience in executing strategic initiatives
• Demonstrated ability to establish and maintain relationship with media contacts
• Creative thinker, with track record for innovative content and campaign creation
• Demonstrated skills and comfort in proactively building relationships with top tier partners, and in successfully positioning subject matter with the media to achieve national recognition

1. Plan resources & allocate work assignments to team members
2. Organise work activities for shift commencement & completion
3. Supervise work performance to ensure cleaning & maintenance are carried out in accordance with organisational procedures & standards
4. Resolve guests' concerns & feedback
5. Propose improvements to enhance operational efficiency & guest experience
6. Implement innovation, improvement & sustainability plans for continuous improvement
7. Monitor team's compliance with organisational & regulatory requirements on hygiene & workplace safety & health
8. Identify & monitor signs of potential security threats for appropriate follow-up
9. Generate & interpret operations reports for management reporting
10. Provide coaching & feedback to improve team performance

Requirements

• Minimum 2 years relevant experience
• Individual with strong communication & problem-solving skills
• Works well under pressure in a fast-paced environment
• Works on shifts, including on weekends & public holidays
• Able to meet the physical demands of the job, he has to be physically fit to lift heavy loads such as mattresses

Reporting to the F&B Director, this role will operational procedures across the different outlets/brands adhered to company and governing regulations.

Key responsibilities

Operations

• Ensure that all the outlets and banquet are managed efficiently according to the established concept statements and adhere to company and governing policies & procedures.
• Assist in emphasizing the implementation of a flexible employee base, with the proportionate number of full time and part-time staff based on established business levels for the day.
• Delegate responsibilities to the team and ensure completion of tasks
• To represent the F&B department on the hotel's executive committee in the absence of the F&B Director
• Ensure that corrective actions be taken where necessary by Outlet Managers, Banquet Operation Manager and respective Head Chefs upon monitoring the service and food and beverage standards in all outlets and banquets.
• To assist and be available and on duty during peak periods and practice hands on management style.
• To conduct frequent and thorough kitchen inspections together with the Executive Chef of the Food & Beverage operations.
• To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure service recovery with guests. To ensure that these incidents are logged in the GIF forms and kept in file.

Guest Service

• To establish good rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries of food, beverage and service.
• To personally and frequently verify that guests in the outlets are receiving the best possible service.
• To spend time in the outlets (during peak periods) to ensure that the outlet is managed well by the respective outlet team and functions to the fullest expectations.
• To be demanding and critical when it comes to service standards.
• To ensure that the outlet team projects a warm, professional and welcome image and that the 3 service basics are performed (warm welcome, anticipation of guest’s needs and requests and service with a smile).

Financial

• To reinforce with all outlet managers a flexible work force using principles of multi-skilling and multi-tasking to ensure maximization of resource allocation.
• To ensure that each Food & Beverage outlet and banquet is managed successfully as an independent profit center.
• To analyze daily revenue and monitor upselling strategies and recommend innovative promotions to achieve profit.
• To assist in preparing an accurate monthly forecasts on covers, average check, revenue and expenses and schedule resources.
• To constantly review operating standards and implementation of new and innovative ideas to optimize revenue and profits.

Administration

• To ensure that all departmental operations manual are prepared and updated as assigned.
• To ensure that all Food & Beverage forms and reports by the Outlet Managers are forwarded in time to the F&B Office.
• To conduct daily operations briefings with Outlet Managers and Food & Beverage Meeting in the absence of Director of Food & Beverage and Executive Assistant Manager.
• To ensure that all meetings are well planned, efficient and results oriented.
• To ensure that deadlines on all projects are met.
• To counsel and discipline subordinates in matter relating to misconduct, on the part of the subordinates, contrary to the terms and conditions of employment, decide on appropriate disciplinary action including termination of employment.

Requirements

• Diploma/degree /professional certificate in hotel management/F&B management from SHATEC or other recognized institutions
• WSQ Follow Food & Beverage Safety and Hygiene Policies and Procedures
• Other existing and/or new Workforce Skills Qualifications (WSQ)
• 3-4 years’ managerial experience in Food & Beverage/Hotel industry
• Adept at work in a fast paced environment
• Able to communicate fluently to execute upselling techniques

This position is part of the Rooms Management Team and reports to the Front Office Manager. This position will be managing the overall guests’ experience overlooking and with direct responsibility of Guest Experience and Concierge. He/She will have to ensure that the highest levels of hospitality and service are provided with respect at every conceivable touchpoint and from pre-arrival, arrival, stay-over, departure and post-departure experiences within the hotel. The experience provided by the team in his/her subordination will be the first and last impression of the Hotel.

Responsibilities

• Assist Guest Experience Manager and handles the tracking of service issues.
• Responsible for recognition and engagement of our most valuable guests through delivery of the highest quality stay experience. • He/she manages and coordinates all aspects of guests’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanism.
• Review Revinate performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
• Set Revinate goals and regularly compare and communicate variances.
• Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
• Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
• Work with HR Training Manager in planning and preparing operational guest service training programs. Work with and support Front Office, Housekeeping, & F&B Departmental trainers in training programs.
• He/she directs, implements and evaluates quality of products and services provided to guests.
• Work with Loyalty Program Team to make certain that there is an effective communication and delivery of My Millennium benefits program.
• Analyse, recommend and implement improvement initiatives and innovation.

Qualifications/Experience

• Diploma in Hospitality/Hotel Management
• 5 years of operational experience in a luxury hotel preferred Advanced knowledge and use of Opera PMS

Key Competencies

• Ability to inspire associates to perform their work scope with a high level of quality and integrity Ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happens Coordinate, communicate and get buy-in from the different stakeholders at various levels Ability to create and lead a guest-centric culture at the property Act as a role-model and inspire behavioral change Be able to lead and foster innovation, appreciate technology and utilize to simplify systems/processes

Operations:

· Provides courteous services to guests and responds efficiently and tactfully to guests’ complaints, requests and enquiries.

· To develop and maintain close business contact with house guests and to provide personalized service whenever possible

· Handle cashiering functions and adhere to the Front Office Standard Policies & Procedures

· Maintain good guest relations with in-house guests at all times.

· Handle guest feedbacks promptly according to established procedures and report to supervisor for further follow up when necessary. Glitch reports are to be written when necessary.

· Ensure guest room security, emergency and fire procedures

· Be familiar with hotel facilities and functions as well as major city attractions and events; provide guests with accurate information as requested.

· Ensure a professional and courteous working relationship and maintain an effective flow of communication with all hotel personnel.

Guest Services:

· To provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes, and packages are delivered in a timely manner.

· To deal with irate guests and find ways to resolve issues to the guest's satisfaction.

· To serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale.

Experience:

· Experience in Guest Services, with a strong knowledge of Calgary and surrounding areas

· Exceptional interpersonal skills to enhance the service standards throughout the operation

· Good communication and time management skills

· Able to organize, plan ahead and manage workload

· Preferably 1 year of Front Office experience

This position is part of the Rooms Management Team and reports to the Front Office Manager. This position will be managing the overall guests’ experience overlooking and with direct responsibility of Guest Experience and Concierge. He/She will have to ensure that the highest levels of hospitality and service are provided with respect at every conceivable touchpoint and from pre-arrival, arrival, stay-over, departure and post-departure experiences within the hotel. The experience provided by the team in his/her subordination will be the first and last impression of the Hotel.

Responsibilities

• Assist Guest Experience Manager and handles the tracking of service issues.
• Responsible for recognition and engagement of our most valuable guests through delivery of the highest quality stay experience. • He/she manages and coordinates all aspects of guests’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanism.
• Review Revinate performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
• Set Revinate goals and regularly compare and communicate variances.
• Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
• Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
• Work with HR Training Manager in planning and preparing operational guest service training programs. Work with and support Front Office, Housekeeping, & F&B Departmental trainers in training programs.
• He/she directs, implements and evaluates quality of products and services provided to guests.
• Work with Loyalty Program Team to make certain that there is an effective communication and delivery of My Millennium benefits program.
• Analyse, recommend and implement improvement initiatives and innovation.

Qualifications/Experience

• Diploma in Hospitality/Hotel Management
• 5 years of operational experience in a luxury hotel preferred Advanced knowledge and use of Opera PMS

Key Competencies

• Ability to inspire associates to perform their work scope with a high level of quality and integrity Ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happens Coordinate, communicate and get buy-in from the different stakeholders at various levels Ability to create and lead a guest-centric culture at the property Act as a role-model and inspire behavioral change Be able to lead and foster innovation, appreciate technology and utilize to simplify systems/processes

Operations:

· Provides courteous services to guests and responds efficiently and tactfully to guests’ complaints, requests and enquiries.

· To develop and maintain close business contact with house guests and to provide personalized service whenever possible

· Handle cashiering functions and adhere to the Front Office Standard Policies & Procedures

· Maintain good guest relations with in-house guests at all times.

· Handle guest feedbacks promptly according to established procedures and report to supervisor for further follow up when necessary. Glitch reports are to be written when necessary.

· Ensure guest room security, emergency and fire procedures

· Be familiar with hotel facilities and functions as well as major city attractions and events; provide guests with accurate information as requested.

· Ensure a professional and courteous working relationship and maintain an effective flow of communication with all hotel personnel.

Guest Services:

· To provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes, and packages are delivered in a timely manner.

· To deal with irate guests and find ways to resolve issues to the guest's satisfaction.

· To serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale.

Experience:

· Experience in Guest Services, with a strong knowledge of Calgary and surrounding areas

· Exceptional interpersonal skills to enhance the service standards throughout the operation

· Good communication and time management skills

· Able to organize, plan ahead and manage workload

· Preferably 1 year of Front Office experience

Roles & Responsibilities:

1. Daily Operations

• Outlet manager oversees the overarching aspects of the restaurant by cleaning of all areas, including the dining area, kitchen and restrooms
• To ensure the safety instruments are current and that safety procedures are followed
• Train and coach, employees in the restaurant to ensure that established standards are met; daily activities and planning for outlet operation
• Outlet manager trains/provides training for newly hired staff to ensure each new employee understands the restaurant's philosophy and management's expectations
• Oversee all staff in the department to maintain healthy relationships with suppliers
• Understand all beverages offered, which includes the ingredients, methods of preparation and proper service
• Expertise knowledge of bar snack/food offered
• To be visible in the operation, provide recognition and promote good public relations

2. Attend F&B Meeting

• Schedule activities for restaurant staff according to guidelines and ensure proper uniform of staff at all times
• Maintain all restaurant equipment and ensure it compliance to the standards according to hotel policies and procedures
• Manage storage supplies and assign staff in requisition activities and evaluate all daily specials
• Oversees work in shift and restock supplies at the end of shift and perform regular inspections on all equipment and recommend required repairs

3. Guest Service

• Be readily available to customers to allay any concerns or problems that may arise
• Anticipate the needs of guests, respond accordingly to guest inquiries or problems

The position is responsible for booking and servicing both local and group bookings business through both an established base of key accounts, key prospects as well as other new accounts. Other responsibilities include anticipating and exceeding of guests expectation and needs in planning and executing each event while ensuring the best return value for the hotels.

Key responsibilities

Sales function

• Solicit local and group business through execution of actions outlined in the departmental marketing plan as well as solicitation practices
• Solicit existing and new account base to generate additional bookings
• Prompt response to all forms of inquiries to capture additional market share
• Solicit from and confirm with clients on all information pertaining to the events and to organize information for accurate turnover once account turns definite
• Site inspection for both guestrooms and meeting rooms including hotel facilities

Communication

• Coordinate and follow up with the hotel operating departments to ensure smooth delivery of hotel’s promised services
• Organize and disseminate information to all departments through emails, memos, F&B event orders, group specification sheet and reservation list in a professional and timely manner

Sales management

• Initiate billing procedures, ensuring clients’ credibility & that deposits and credit applications received with adequate information within an acceptable time frame
• Follow the outlets capacity yield guidelines to ensure optimum potential through the use of Opera S&C system

· Sales admin

• Comply with hotel and department policies and procedures at all time
• Assist with any other F&B projects as requested
• Achieve annual sales goals (in terms of F&B outlets revenue)

Requirements

• Diploma/degree in business administration/related field
• 3-4 years of experience in a similar capacity
• Adept at communicating with various internal/external stakeholders for sales management

Roles & Responsibilities

• Preparing and managing official document requirements for IP filing / trademark applications in various jurisdictions
• Manage the full spectrum of trademark work including pre-filing advice, conflict searches, application, prosecution and registration of trademarks.
• Data entry, opening physical files, filing, record keeping, monitoring deadlines, generating standard letters, drafting invoices and ad hoc correspondence
• Liaise with regional offices and international agents on trademark prosecution matters
• Provide administrative support to Group Legal Counsel

Requirements

• Candidate must possess at least a Degree / Diploma or equivalent
• Must have relevant work experience particularly in IP/trademark
• Experience in the hospitality industry would be an advantage
• Good command of spoken and written English
• Proficiency in Microsoft Office applications and IT savvy
• Team player and possess good interpersonal and communication skills
• Resourceful, able to work independently and under pressure in a fast-paced environment
• Meticulous, able to multi-task, good organisational and time management skills