Job Vacancies at Kempinski Hotel Gold Coast City

Job Description

• Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.
• Ensure that LQA results are above 85%.
• Upon check in, register guest and assign rooms.  Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards.  Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
• Upon departure of guests, process the guest check out procedures. Inquire for last minute charges.  Receive payment from guests. Settle the guest account and give copy of the invoice.
• Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures.  At the end of shift, balance their cash float.
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle.  It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
• Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.
• Possess a working knowledge of the room reservation procedures.
• Maintain the neatness of his/her working area.

Requirement/Skills

• Bachelor Degree in Hospitality Management or related field
• 3 to 5 years’ experience in customer service position
• Ability to work and communicate in a multinational environment
• Operational knowledge of front desk operations
• Luxury Hotel Experiences
• Communication skills
• English – excellent oral and written skills
• Additional language - beneficial
• Supervisory skills
• Luxury Hotel Experiences
• Passionate for Food & Beverage
• People Oriented
• Passionate for European luxury
• Good Communication skills
• Ability to identify and delegate tasks effectively.
• Excellent organisational and time management skills.
• Operational knowledge of laundry equipment (washing machine, dry-cleaner, pressing machine)
• Knowledge on how to clean different fabric materials
• Works in a safe, prudent and organised manner.
• Proficiency in Microsoft Office (Word, Excel and PowerPoint)
• Knowledge of Opera
• Basic knowledge of Micros is a plus

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Job Description

• Support and implement new Talent Development initiatives.
• Identify internal and external talents* that match Kempinski’s DNA values.
• Support career development by training and assigning multi-tasking.
• Grow talent in order to present candidates in quarterly Talent Transfer Calls.
• Give constant feedback to all employees of the outlet.
• Conduct yearly performance appraisals and TTTT’s for all employee of the outlet (unless Head of Department is able to do it), providing feedback on their job performance.
• Main Responsibilities
• Responsible to Head of Department/ Assistant Head of Department.
• Responsible for Assistant Bar Manager, Bartenders, Barmen / Barmaids, Host / Hostess.
• Set an example by reporting to duty punctually wearing business attire according to the hotels dress code & Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene at all times.
• Provide a professional and courteous service at all times and ensure that all employees of the assigned outlet follow the example.
• Ensure that the place of work and surrounding area is kept clean and organised at all times.
• Execute and demand the team to execute the highest level of service and set-up standards at all times.
• Understand thoroughly the concept of the bar and train all employees of the outlet in regards to the concept.
• Set an example in terms of service and products knowledge.
• Prepare the bar menu design in cooperation with the bartending team and Chef Sommelier / Sommelier.Organise tastings of new menus.
• Have an excellent understanding of beverages in general including ingredients and techniques to ensure the right beverage / cocktail / spirit can be recommended.
• Have an excellent understanding of both classic and modern cocktails, their recipes and history.
• Accomplish all internal cocktail trainings by the hotel as well as support external trainings and workshops.
• Be involved in the overall wine sales of the hotel including all areas such as banquet events, Minibar, In Room Dining.
• Participate in supplier meetings to negotiate beneficial agreements for the hotel or respective areas to ensure the best possible prices.
• Know and understand the social scene of the destination, being recognized in the market as well as understanding night life.
• Hold monthly trainings to the Food & Beverage team to ensure product knowledge is fostered.
• Develop cocktail specials, signature drinks and foster creativity and innovation within the bartending team.
• Perform up selling for all items offered by the department assigned as well as offering alternatives.
• Be knowledgeable to operate the existing POS system based on the trained responsibility level as assigned in the department.
• Produce reports and analysis of the outlet and present report in the monthly performance meeting.
• Lead the outlet efficiently in cost and expenses, constantly delivering the highest quality as well as driving high top line revenue and profit.
• Assist in preparation of the outlet’s budget.
• Conduct monthly inventory of operating supplies and equipment together with the stewarding department.
• Obtain an account for the correct settlement of all sales and be overall responsible for outlet floats when and as required.
• Identify errors and correct them as required during set-up, service and breakdown of operations.
• Implement a flexible work schedule based on business patterns.
• Establish a pool of qualified and trained full and part time employees in conjunction with the hotel’s People Services Department.
• Ensure an effective payroll control through a flexible work force maximizing the utilization of part time employees and closely cooperating with other Food & Beverage departments.
• Monitor operating supplies, equipment and reduce spoilage and wastage successfully.
• Attend and contribute to all staff meetings, departmental trainings and hotel initiated trainings.
• Attend all required trainings as described by the department.
• Conduct daily pre-shift meetings to employees on preparation, guest profile, service and menu served.
• Report incidents that require disciplinary actions immediately to the Head of Department.
• Prepare and review all departmental operations manual updates annually in accordance with the Assistant Head of Department.
• Constantly improve the product quality by sourcing the best available products.
• Support activities and cooperation with the suppliers.
• Monitor and constantly improve quality and guest satisfaction of the outlet with the given tools (Leading Quality Assurance, Customer Satisfaction Survey).
• Organise all required outlet specific trainings as described by the department.Undertake reasonable tasks and secondary duties as appointed by the Head of Department.
• Respond to any changes in the department as dictated by the hotel management.
• Handle guest enquiries and complaints in the outlet in a courteous and efficient manner and report to Head of Department / Assistant Head of Department ensuring that the follow up is performed with the guest.
• Ensure that the opening and closing procedures established for the outlet are followed.
• Act as Food & Beverage Duty Manager during the absence of the Food & Beverage Head of Department and Assistant Head of Department.
• Assign responsibilities to subordinates implementing a multi-tasking principle and check their performance periodically.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills and Qualifications

• BA/BSc in Hospitality Management or related field, preferably from hotel school.
• Successful track record running Bar and Beverage operations in a 5 star property for minimum of two years in the position of Assitant Bar Manager or Bar Manager.
• Awards/ certificates/ trainings related to bar operations are preferred.
• Ability to work and communicate in a multinational environment:
• English – excellent oral and written skills.
• Additional language – beneficial.
• Strong knowledge of beverages (cocktails, liquors, wine, etc).
• Ability to work independently, thrive under pressure in challenging circumstances and come up with proactive, rational solutions.
• Excellent written and verbal communication skills.
• Ability to establish and retain effective working relationships with hotel staff and clients/vendors.
• Ability to identify and delegate tasks effectively.
• Excellent organizational and time management skills.
• Applies a professional, confidential and ethical approach at all times.
• Works in a safe, prudent and organized manner.

Technical Competences:    

• Computer literacy adapted to the field of training:
• Ability to operate computer and office equipment.
• Proficiency in Excel and Word.

Individual Characteristics:    
To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

• Passionate for Food & Beverage
• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward
• Business Acumen
• Sense of responsibility
• Leader
• Team player
• Analytical thinker
• Flexible and reliable
• Tolerant and open minded
• Works well under pressure

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Job Description

• Responsible for key account management on an assigned account base or geographic area, ensuring revenue maximization, achievement of personal targets and increasing fair market share versus competitor set.
• Responsible for prospecting new accounts
• Responsible for all segments of assigned geographical markets, which may include, but not be exclusively limited to European markets.
• Conduct site inspections.
• Adhere to the Corporate SOP’s.
• Follow up of tentative bookings in the assigned markets.
• Detailed knowledge of competitor set.
• Detailed knowledge of all services provided by the Hotel and all relevant facts and figures of hotel.
• Responsible for timely contracting from the client base responsible for.
• SMART contracting to ensure optimum yielding during annual rate negotiations.
• Attend trade shows, sales blitz, workshops, etc. in the assigned markets.
• Assist the Assistant Director of Sales / Director of Sales & Marketing in defining an annual sales action plan and execute set actions accordingly.
• Assist the Assistant Director of Sales / Director of Sales & Marketing with the preparation of the annual budget by providing statistics and forecasts of account productions
• Execute sales actions within set cost budget structure.
• Document all sales actions in SFA (S&C).
• Update OPERA contact database at all times.
• Cross sell other Kempinski Hotels.
• Understand, and follow the Company Sales Vision.
• Understand and strictly adhere to the Rules & Regulations established in the Employees   Handbook and the Hotel’s policy on Fire, Hygiene, and Health & Safety.
• Ensure that all potential and real hazards are reported and rectified immediately.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills and Qualifications

• Education: Degree in Sales and Marketing or it's equivalent.    
• Experience: Three (3) years’ experience in a Sales position, preferably in a 4/5 star hotel.
• Language: Ability to work and communicate in a multinational environment:
• English – excellent oral and written skills
• Additional language - beneficial

Competencies:

•  To fill this position the candidate must have:
• Planning/organisation
• Adaptability
• Flexibility
• Initiative
• Negotiation skills
• Selling skills
• Innovative ideas

Technical Competencies:

•  Computer literacy adapted to the field of Sales:
•   Strong computer skills, including Microsoft Office, (Excel/PowerPoint/Word)
•   Micros Fidelio Opera and Sales & Catering

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Job Description

• Ensure the spa is cleaned and maintained to the highest standard of hygiene and cleanliness with the guest always being of the utmost importance.
• This includes ensuring that all guest supplies are maintained and that the guest journey is delivered in accordance with Resense policies & procedures.
• Ensure guests receive personalised & individual service – i.e. anticipate their needs. Offer a fresh towel, fix up their towel whilst they are in the pool, turn their shoes around the right way; offer to get them a snack or a drink in the lounges.
• Maintain entire spa, in particular, wet areas, changing rooms and lounges. . These should be kept in a neat, tidy and sanitary manner in accordance with Health and Safety and Resense Standards.
• Aid therapists in setting up for treatments and clearing away after.
• Aid fitness team in setting up and cleaning fitness area.
• Conduct the Bathing Kur in accordance with Resense training & standards.
• Learn & be informed regarding the wet areas and assist and suggest to guests how to use these areas.
• Will be expected to ensure lockers are stocked with clean linen and supplies at all times and remove soiled linen from changing rooms and relaxation area.
• To receive training to ensure that all relevant legislation pertaining to the Health and Safety aHealth and Hygiene standards are implemented and monitored within the spa.
• To maintain a high standard of appearance and personal hygiene in accordance with Resense standards.
• Courtesy to guests and other members of staff at all times.
• Communicate effectively with the entire spa team; you are an important member of the team ensuring the entire spa journey for the guest.
• To assist to all guests and other members of staff at all times.
• To attend to guests in both the relaxation and waiting areas ensuring that they are comfortable as well as offering drinks.
• If required attendants will be responsible for taking guests shoes and guiding to changing rooms, as well as pointing out the location of heat experiences and relaxation areas and explaining their use.

Desired Skills and Qualifications

• Two years’ experience in a similar environment
• Willing to work shift hours including weekends
• English Language- Excellent Written and oral
• Self-motivated.
• Attention to
• Diligent and
• Enthusiastic and
• Professional presentation.
• Warm and friendly
• Reliable with positive attitude to

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Job Description

• To deliver the whole spa experience to a high standard and ensure the guests’ needs are cared for in alignment with Resense training and all standard operating procedures.
• Care for the guests’ from beginning to end.
• To ‘connect’ and communicate with your guests. Get to know and understand them and record preferences and information as required.
• Go above and beyond to accommodate guests’ needs and requests
• Greet all clients with name recognition, a welcoming smile and a clear but soft tone of voice.
• To engage directly with the guest, LISTEN and anticipate their needs with genuine and sincere attitude.
• Be fully knowledgeable of Resense Spa treatments, services and products, able to advise guests as to the relevance and suitability of treatments according to the guest’s needs.
• To consult and advise guests as to a sequence of treatments or a programme in both the spa & fitness.
• To recognise and acknowledge all spa and fitness guests and members, remembering their names and any other relevant details.
• To organize scheduling to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
• To co-ordinate guests consultation records with the Therapists.
• Respond to guest’s bookings and queries in a professional manner.
• Promote and up-sell spa services and retail sales.
• Record reservations and manage the appointment schedule ensuring the update and management of client profiles.
• Conduct confirmation calls.
• To be responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the days work.
• Complete daily opening procedures and check lists per relevant area daily.
• Ensure the reception area is clean and presentable at all times.
• Coordinate availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists.
• Assist with administration duties such as, purchasing, receiving and inventory reporting.
• To have a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• To ensure that all administrative procedures run professionally and prepare daily reports as required.
• To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety and Health and Hygiene standards are implemented and monitored within the spa.
• To recognize the importance of ‘connecting with the guest’ in every aspect of your role.
• Must attend all training courses as deemed necessary by the Spa Manager.
• To participate in training and personal development programs within the spa.
• To perform any other duties deemed reasonable by Management.
• To be responsible for preparing the reception for the next shift.
• Ensuring all messages have been passed on before leaving and that adequate supplies of all public information material are available.

Desired Skills and Qualifications

• One (1) year reception experience in an international standard spa or hotel.
• Telephone system operations.
• Computer literate with experience of ‘in house’ booking/database systems.
• Desktop publishing an advantage.
• Experience within 7 day operation.
• Good level of education.
• Business Administration/Personal Assistant/Secretary Certificate an advantage. Sales and/or customer service training an advantage.
• Knowledge of Natural Therapies. (Preferable)
• Client facing experience within reception or front of house.
• Telephone system.
• Business writing.
• Additional language an advantage.

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Job Description

•  Provide a truly memorable experience for the guest with the highest level of comfort and service, creating a genuine, welcoming, inspiring & safe salon environment for all guests.
• To listen, consult with guests and members that accommodate their needs and achieve their goals.
• Communicate and work effectively with the entire spa team, including spa concierge, stylists, therapists & attendants to ensure a seamless experience for the guests.
• Fully support the Spa Manager, Assistant Spa Manager & Salon Manager.
• To set an example at all times of the highest standards of professionalism, attitude and appearance.
• Understand and implement all Resense Standard Operating Procedures & Policies.
• Perform men’s hair care services including cutting, styling, shaving, and facial treatments conditioning treatments.
• Promote / upsell hair care, skin care to guests as requested. This includes making personal recommendations and softly “upselling” the client.
• Clean work area after each service has been performed. Sweeping cut hair up, cleaning the workstation and mirror clean & perform general shop duties.
• Maintain a neat and professional work area at all times.
• Maintain supplies needed at station. Advise salon manager or designate items needing to be purchased.
• Unpacking and neatly storing hair, nail and skin care items needed in a neat and orderly fashion.
• Assist in the co-ordination of salon services with other Spa programmes.
• Insure current with trends in barbers industry.
• Maintain current professional licenses.
• Maintain equipment for Salon operations and personal equipment in safe working order and report and dysfunctional equipment.
• Ensure individual is well versed in all aspects of the Spa’s operations.
• i.e. Business telephone usage, Guest relations, Spa services (massage, scrub, facial, etc.), Retail sales …
• Assist in the operations of all spa departments as required:
• oFitness, Front Desk/Receptions, Boutique, S&M.
• Additional responsibilities and tasks can be added at any time according to the needs of the   business and of the hotel.

Desired Skills and Qualifications

• Gentlemen’s Hairdressing Certification.
• Five (5) years’ experience in an international standard barbers
• 5 Years in a barber’s
• Any additional hair salon skills
• First Aid and CPR
• Adherence to Standard Operating Procedures
• To maintain inventory of supplies for the operations of the
• To attend weekly/monthly salon departmental communication meetings.
• Hair Cutting Skills – Gentlemen –
• Shaving and Men’s Skin
• Willing to work shift hours including
• Articulate verbal and written
• Exceptional Interpersonal
• Self-motivated.
• Enthusiastic and
• Sales
• Professional presentation.

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Job Description
Operating:

• To oversee the spa in absence of the Spa Manager and have a clear understanding of, and to always work in line with, all related standards, core values, visions and goals of Resense Spa.
• Provide a service that is responsible, continuous, spontaneous, personal and genuine. This requires a very high level of communication and social skills to take responsibility for the whole team.
• Actively contributing in and directing all meetings as necessary.
• Take responsibility for ensuring maximised booking & service delivery of guest journey
• by concierges & therapists from beginning to end.
• Take full responsibility for assisting the Spa Manager in reviewing all suggestions and comments from staff and guests and making necessary adjustments.
• Full responsibility for assisting the Spa Manager monitoring all facility and service standards and keeping him/her up to date of any operational opportunities.
• To deal with problems, enquiries and complaints from Spa clientele & informing the Spa Manager.
• To ensure that the Health and Safety Policy and Procedures are implemented and monitored in particular with relation to cleanliness and hygiene.
• To maintain and update equipment, product, service and standards as required.
• To take care of Spa & Fitness Centre guests and members in an individually focused and conscious way.  To know and remember their names, preferences and to acknowledge and make them feel cared for in the spa.
• To ensure all spa team members are following the training & procedures for the guest journey and that sales of treatments and products are maximised.
• To ensure that a high standard of cleanliness is maintained throughout the facility at all times.

Finance:

• To assist in achieving agreed commercial targets at the spa through the planned co-ordinated development of the facility and the implementation of the treatment and activity programme.
• To liaise with the Spa Manager on forecasts, stock levels, requisitions, budget, targets etc. and ensure a par stock level appropriate to business demands.

Recruitment and Training:

• To motivate, encourage and drive the team, and to maintain the correct level of professional and qualified personnel, overseeing all facilities and activities within the spa.
• To be responsible for instigating progressive, professional and wellorganised training and assessment of staff and to conduct performance appraisals as required. Oversee weekly schedules, attendance sheets, sick leave and holiday arrangements.
• Supervise spa therapists, concierges & attendants, answering queries and identify training needs.
• Develop the therapists’ roster and assist the concierges with the appointment schedule.
• Ensure the spa’s operating procedures and policy manuals are implemented and updated as required with the approval of Resense and assist with the development and updating of the spa menu.
• Keeping accurate and up-to-date records and statistics on the spa employees.

Purchasing:

• Will take full responsibility for assisting the Spa Manager to monitor operating supplies for the spa department and to generate necessary purchase requisitions.
• Reporting:
• Assisting the Spa Manager tracking and developing statistical reporting.

Desired Skills and Qualifications

• Beauty/spa therapist qualification (an advantage).
• Business administration qualification (an advantage).
• Should have knowledge of natural medicine.
• First aid and CPR certificate.
• Two (2) years spa supervising experience in an international standard spa.
• Operations management.
• Human resource management.
• Customer service ability to manage and review budgets and operating P&L
• Duty management experience within spa or similar environment.
• Business writing.
• Equipment operations
• Computer literate with experience of computerised scheduling systems
• Willing to work shift hours including evenings and weekends
• English language proficiency.