Department: Rooms Division, Front Office & Guest Services

Location: Egypt - Safaga

Description

The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.


Key Responsibilities

• Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews, and room registrations.


• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients' satisfaction and adherence to service standards.


• Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance.


• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.


• Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests' specific requirements are addressed in an efficient manner.


• Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.


• At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.


• Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.


• Any other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager.

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

Job Requirements

• Minimum of 1 year experience in a similar position preferably in an international, luxury five-star hotel.


• Fluency in English – excellent oral and written skills.


• Excellent MS Office knowledge.


• Excellent knowledge of Opera.


• Ability to maintain the highest standards of professionalism, ethics, grooming, and attitude.


• Pro-active hospitality skills including guest service skills.


• Excellent organizational and time management skills.


• Excellent communication skills.

About Kempinski

Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect