Job Description To display a friendly, helpful, and cheerful attitude while communicating effectively with our guests and fellow colleagues to support Hotel Outlets' strategy and values. To always represent and promote Pullman Nairobi Upperhill F&B Outlets positively to maintain a professional brand image to all concerned stakeholders. To enforce and adhere to all laws, health, safety & environmental policies, industry and company rules and regulations, reporting any safety concerns or incidents to management to minimize risk and maintain a clean safe, and hygienic environment for all guests and colleagues. Engage each guest as a unique individual and listen attentively to their requests. Adhere to all emergency procedures, ensuring guest safety, and participate in an evacuation if necessary. To monitor and take necessary steps to ensure that health and safety standards are always prioritized to ensure the guest's safety and an enjoyable experience. To listen actively and respond to guest feedback as well as assess and review guest satisfaction results and trends to continuously improve and exceed guest expectations. To help with special events when needed, and to assist in the preparations. To manage emergencies that may arise to minimize possible damage, loss, or injury to any guests, colleagues, or company property. To help achieve department and company adjectives, action plans, and key performance indicators. To continually seek methods to control operating costs. To prioritize tasks and projects according to their relative urgency and importance. To manage a team of Team Leaders and their respective front-line colleagues. To monitor staff attendance and work ethics. To schedule breaks and if required, rotate colleagues fairly to increase productivity and maintain their well-being. To deliver job-specific training and competency testing to colleagues or nominate them for training to equip them with the necessary skills, knowledge, and attitude to perform their job effectively. To conduct colleague performance appraisals in a timely, fair, and constructive manner in order to promote their personal and career growth. Qualifications Degree in Hospitality Management or similar Diploma Minimum of two years experience with the same position in a 5-star hotel Committed to quality Committed to exceptional financial results Be responsible for the bottom line Additional Information Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
