Background

At Mövenpick Hotel & Residences Nairobi we believe in indulgence done right, treating our guests to deliciously fresh cuisine, abundant treats and flavours that are unmistakably Mövenpick, all served with a generous portion of heartfelt care. Explore our Baluba all-day dining restaurant, Kijani Bar and The View, our panoramic revolving restaurant.

Responsibilities

• To follow the grooming standards and check the grooming of the team
• To ensure the cleanliness of apartments are consistent with A la Carte Standards and rooms are in line with hotel standards
• To inspect all Vacant Rooms, checkout rooms, and departures daily.
• Ensure having rooms inspected “checked” for all late arrivals, overnight & early arrivals.
• Coordinate with Front Office supervisors to have the arrival group rooming lists, then ensure all rooms are ready & inspected at least 2 hours prior to group arrivals.
• To ensure submitting discrepancy report twice a day to Front Office Supervisors.
• To monitor the team’s performance and assist with training to improves standards as required
• To ensure consistent balance in allocating the housekeeping room attendants between Hotel rooms & Residences
• To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities
• Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions
• To lead daily A daily housekeeping briefings and monthly employee meetings
• To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.
• To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Human Resources
• Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the residences which will assist with the maximization of revenue.
• To attend Training Sessions and hold regular meetings with the team
• To report damages to the Executive Housekeeper and Engineering Coordinator
• To handle and resolve guest complaints whilst keeping the Executive Housekeeper and Front Office Supervisors informed.
• Ensure all Housekeeping team members are aware of the a la carte services available to residents and are skilled in up selling them as a preferred supplier
• Ensure self and the team use the Resident’s and Guests name when greeting
• Ensures Residents/Guests and Team Members are communicated to in a polite and courteous manner at all times.
• To give your full cooperation to all guests & residents, assisting in a prompt, caring and helpful manner.
• Anticipate guests & residents needs wherever possible and react to these to enhance customer satisfaction and increase revenue.
• Actively seek feedback from customers to ensure a reputation of consistency and quality is achieved.

Qualifications

• Degree / Diploma in Hospitality Management or any related field
• Work experience in a similar capacity especially in a 4 or 5 star hotel
• Keen Eye to detail

• To follow the grooming standards and check the grooming of the team
• To ensure the cleanliness of apartments are consistent with A la Carte Standards and rooms are in line with hotel standards
• To inspect all Vacant Rooms, checkout rooms, and departures daily.
• Ensure having rooms inspected “checked” for all late arrivals, overnight & early arrivals.
• Coordinate with Front Office supervisors to have the arrival group rooming lists, then ensure all rooms are ready & inspected at least 2 hours prior to group arrivals.
• To ensure submitting discrepancy report twice a day to Front Office Supervisors.
• To monitor the team’s performance and assist with training to improves standards as required
• To ensure consistent balance in allocating the housekeeping room attendants between Hotel rooms & Residences
• To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities
• Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions
• To lead daily A daily housekeeping briefings and monthly employee meetings
• To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.
• To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Human Resources
• Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the residences which will assist with the maximization of revenue.
• To attend Training Sessions and hold regular meetings with the team
• To report damages to the Executive Housekeeper and Engineering Coordinator
• To handle and resolve guest complaints whilst keeping the Executive Housekeeper and Front Office Supervisors informed.
• Ensure all Housekeeping team members are aware of the a la carte services available to residents and are skilled in up selling them as a preferred supplier
• Ensure self and the team use the Resident’s and Guests name when greeting
• Ensures Residents/Guests and Team Members are communicated to in a polite and courteous manner at all times.
• To give your full cooperation to all guests & residents, assisting in a prompt, caring and helpful manner.
• Anticipate guests & residents needs wherever possible and react to these to enhance customer satisfaction and increase revenue.
• Actively seek feedback from customers to ensure a reputation of consistency and quality is achieved.

• Keen Eye to detail

• Degree / Diploma in Hospitality Management or any related field
• Work experience in a similar capacity especially in a 4 or 5 star hotel