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The Front Office Supervisor is responsible for the supervision of the front office department in all aspects, including but not limited to day to day operations, planning as well as budgeting in accordance with hotel policies and procedures.
Responsibilities:
-Approach all encounters with guests and employees in a friendly and courteous manner
-Answer guest inquiries about hotel service, facilities, and hours of operation
-Assign duties to staff during shifts
-Complete any required reporting (financial and non-financial)
-Collaborate on and follow company policies, practices, and procedures to maintain internal controls
-Ensure an outstanding level of customer care service
-Greetand welcome all guests approaching the Front Desk in accordance with Hotels' standards
-Inspect equipment and communicate the need for repairs or replacements to management
-Oversee front desk operations when the manager is absent
-Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
-Supervise daily shift process ensuring all team members adhere to standard operating procedures
-Train, resolve issues/problems, coach and counsel the front desk team members to ensure a quality operation
-Be aware of daily functions, events, VIP and group arrivals
-Perform other duties as assigned, requested or deemed necessary by management
Qualifications & Assets:
-At least 3 years' experience working in a similar position
-Able to prioritize multiple tasks effectively and flexibility with work schedule to accommodate last minute requests
-Ability to work a variable shift pattern
-Ability to integrate and work well in a team environment
-Excellent skills in Microsoft Office Suite, particularly Outlook, Word, and Excel
-Good telephone persona with a friendly and helpful demeanour
-Possess an eye for detail and ability to work under pressure
-Strong written and verbal communication skills
-Strong problem solving and trouble shooting skills
-Self-motivated with the ability to work in a fast-moving environment
The Day/Night Receptionist is responsible for providing attentive, courteous, and efficient service to all guests from arrival to the point of departure, while maximizing room revenue and occupancy.
Responsibilities:
-Approach all encounters with guests and employees in a friendly, service-oriented manner
-Assist the night auditor in analysing the revenue of the hotel
-Answer guest inquiries about hotel service, facilities and hours of operation
-Answer inquiries from guests regarding restaurants, transportation, entertainment, etc
-Complete any required reporting (financial and non-financial)
-Collaborate on and follow company policies, practices and procedures in order to maintain internal controls
-Deal with any issues arising on shift and report to the Front Office Manager
-Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms
-Greet and welcome all guests approaching the Front Desk in accordance with Hotels’ standards
-Handle check-ins and check-outs in a friendly, efficient and courteous manner
Qualifications & Assets:
-At least 2 years’ experience working in a similar position
-Able to prioritize multiple tasks effectively and flexibility with work schedule to accommodate last minute requests
-Ability to work on a variable schedule including weekends and holidays
-Ability to integrate and work well in a team environment
-Excellent skills in Microsoft Office Suite, particularly Outlook, Word, and Excel
-Good telephone persona with a friendly and helpful demeanour
-Possess an eye for detail and ability to work under pressure
-Strong written and verbal communication skills
-Strong problem solving and trouble shooting skills
-Self-motivated with the ability to work in a fast-moving environment
Working in close partnership with other department heads, the Executive Housekeeper will ensure that the highest standards for cleanliness, safety and sanitation are maintained throughout the hotel, whilst ensuring that guest requests are responded to promptly.
The Executive Housekeeper will also direct the Housekeeping team in performing a variety of activities to ensure a consistently clean, orderly, and attractive environment within guest rooms and public spaces.
The Executive Housekeeper will be accountable for managing and coordinating the resources, tasks, requirements, systems and processes related to housekeeping and laundry operations, and for creating an energized and positive work environment that results in the delivery of exceptional guest service.
Responsibilities:
-Approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner
-Comply at all times with Hugo’s Hotels standards and regulations to encourage safe and efficient hotel operations
-Conduct daily walk-throughs and quality checks to drive cleanliness, productivity, efficiency, exceptional service and guest satisfaction at all points of contact
-Drive effective communication across the housekeeping and laundry departments to ensure consistency, cohesiveness and clear understanding of objectives and priorities
-Establish and maintain a key control system for the department
-Issue supplies and equipment as needed and participate in regular inventories checks to ensure proper supply levels
-Maintain expenses within budget guidelines
-Maintain on-going communication with hotel department heads regarding the specific and overall condition of rooms and public spaces
-Oversee administrative processes such as departmental staffing, training and budgeting to ensure proper planning and organization
-Prepare employee schedule according to the business forecast, payroll budget guidelines and productivity requirements
-Serve as problem solver in instances of guest dissatisfaction; resolve complaints, concerns or issues in a timely and helpful manner
Qualifications & Assets:
-A minimum of 5 years’ previous housekeeping department leadership experience, to include successful management of a sizable team and focus on exceptional guest service
-Previous experience in executing against operating budgets, with an established history of meeting or exceeding established financial objectives
-Ability to work a variable shift pattern
-Ability to meet deadlines, with changing priorities whilst remaining calm under pressure
-Demonstrated success in collaborating with diverse organizational functions to accomplish common goals
-Exceptional service orientation, with keen ability to focus and deliver on guest needs
-Proactive approach, with exceptional initiative and problem-solving abilities to ensure the highest levels of productivity and guest satisfaction
-Reliable and responsible character, with exceptional follow up and attention to detail
The Purchasing Manager is responsible for handling and overseeing the procurement of goods and services through appropriate processes to achieve optimum price value while maintaining superior quality consistent with the established control policies and procedures. The Purchasing Manager also maintains and organizes the storage facilities, ensures proper distribution, and assists in implementation of key controls associated with the procurement and accounting of goods and services.
Responsibilities:
-Keep appropriate par stock on all inventories goods and notify Financial Controller of any variances or deviation in par stock
-Ensure that all purchases, requisitions, etc. have proper approvals and all orders are place and received in accordance with Hugo's group policies and procedures
-Ensure compliance with local food and beverage storage laws, regulations and codes
-Oversee and assist in unloading, receiving, sorting, stocking, securing, and distributing goods
-Participate in the inventory process (monthly, quarterly, and annually)
-Secure competitive bids and maintain appropriate supporting documentation
-Ensure inventory pricing reflects most current information
-Review banquet event orders and consult with appropriate management for special requirements
-Track all price changes
-Keep supervisor aware of any unusual occurrences and significant deviations from standards, policies and procedures
-Daily: Purchasing and Receiving Requisitions
Qualifications & Assets:
-A minimum of 4 years progressive hospitality purchasing experience
-Ability to demonstrate knowledge and understanding of safe food handling standards and beverage management
-Must be proficient in Windows, Company approved spreadsheets and word processing
-Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
-Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
-Must be able to multitask and prioritise departmental functions to meet deadlines
-Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
-Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
-Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
-Must be able to maintain confidentiality of information
-Perform other duties as requested by management
Reporting to the Chief Operating Officer, the Food and Beverage Manager will be responsible for managing all Food and Beverage operations and for delivering an excellent guest experience. The Food and Beverage Manager must be able to forecast, plan and manage all Food and Beverage orders, staff and finance.
The Food and Beverage Manager is responsible to assist the senior management in all aspects of the department including but not limited to operations, training, planning as well as budgeting in accordance with the company’s policies and procedures.
Responsibilities:
-Develop and implement the food and beverage department's strategic plans, goals, and objectives in alignment with the organization's overall vision and objectives.
-Conduct market research to identify trends, customer preferences, and competitive analysis to ensure the department's offerings remain competitive.
-Prepare and manage the department's budget, ensuring financial targets are met and costs are controlled effectively.
-Monitor and analyze financial performance, identifying areas for improvement and implementing corrective actions as necessary.
-Implement effective cost control measures without compromising quality and customer satisfaction.
-Oversee the day-to-day operations of the food and beverage department, including restaurants, bars, banquet facilities and room service.
-Develop and maintain standard operating procedures (SOPs) to ensure efficient and consistent operations.
-Monitor the quality of food, beverage, and service, ensuring adherence to established standards and implementing corrective actions as needed.
-Work closely with the culinary team to develop menus, monitor food costs, and ensure a high level of culinary excellence.
-Collaborate with the procurement team to source and select suppliers, negotiate contracts, and ensure timely delivery of quality products.
-Train, motivate, and evaluate the performance of the food and beverage team.
-Provide leadership and guidance to the team, fostering a positive work culture and promoting teamwork and collaboration.
-Conduct regular staff meetings, training sessions, and performance reviews to enhance team performance and ensure continuous improvement.
-Ensure exceptional customer service standards are maintained, and guest satisfaction is consistently achieved.
-Handle guest complaints and resolve issues promptly and professionally, ensuring a positive guest experience.
-Monitor guest feedback and reviews, taking proactive measures to address concerns and improve service quality.
-Ensure compliance with health, safety, and hygiene regulations and standards.
-Implement and maintain effective sanitation and cleanliness procedures throughout the food and beverage outlets.
-Conduct regular inspections and audits to identify and rectify any health and safety risks.
Qualifications & Assets:
-Proven experience in food and beverage management, with a track record of success.
-Ability to adapt to changing priorities, unexpected situations, and evolving business needs is essential in this role.
-Flexibility in working hours, including evenings, weekends, and holidays, to ensure coverage during peak periods and special events.
-In-depth knowledge of food and beverage operations.
-Strong financial acumen with the ability to manage budgets, analyze financial data, and make informed decisions.
-Excellent leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
-Exceptional customer service and problem-solving abilities.
-Knowledge of health, safety, and hygiene regulations and best practices.
The Chef de Partie must be professional and ready to amaze the patrons of our establishment with excellent cooking according to the chef’s recipes and specifications. The Chef De Partie will be an important factor to a client’s contentment. The ultimate goal is to expand our clientele and reputation to ensure long-term success.
Responsibilities:
-Enforce strict health and hygiene standards
-Ensure adequacy of supplies at the cooking stations
-Follow the guidance of the executive or sous chef and have input in new ways of presentation or dishes
-Help to maintain a climate of smooth and friendly cooperation
-Prepare ingredients that should be frequently available (vegetables, spices etc.)
-Put effort in optimizing the cooking process with attention to speed and quality
-Prepare menus in collaboration with colleagues
Qualifications & Assets:
-At least 1-year experience working in a similar position
-Ability to work variable shift pattern
-Ability to multitask and work efficiently under pressure
-Culinary school diploma
-Excellent use of various cooking methods, ingredients, equipment and processes
-Knowledge of best cooking practices
The F&B Supervisor must be an organized and enthusiastic person who enjoys working in a fast-paced environment. The F&B Supervisor should demonstrate and ensure the highest level of courteous and efficient service to ensure patrons feel welcome and that their needs are always attended.
Responsibilities:
-Build and maintain positive client and customer relationships
-Plan, supervise and control various operations whilst working closely with the direct manager
-Ensure that the service team is well managed
-Ensure that a high quality of product and service is maintained in the venue to ensure guest satisfaction and safety
-Complete daily operational tasks in a timely manner
-Conduct briefing meetings with F&B personnel
-Ensure that F&B employees are in proper uniform and adhere to the venue’s appearance standards
-Help foster a positive working environment for all workers and check in regularly to ensure employee satisfaction
-Inspect facilities regularly and enforce strict compliance with health and safety standards
-Oversee preparation of daily summary reports
-Be knowledgeable of all services and products offered by the venue
-Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork
-Resolve any customer complaints as needed
-Suggest changes to operating standards to improve efficiency of work
-Set departmental goals and create plans of action for achieving them
Qualifications & Assets:
-At least 3 years’ experience working in a similar position
-Ability to integrate and work well in a team environment
-Ability to diffuse tense situations and resolve conflicts
-Ability to make decisive decisions, delegate responsibilities and maximize resources
-Excellent skills in Microsoft Office Suite, particularly Outlook, Word, and Excel
-Possess an eye for detail and ability to work under pressure
-Strong leadership and organisational skills
-Strong written and verbal communication skills
-Strong problem solving and trouble shooting skills
-Self-motivated with the ability to work in a fast-moving environment
-Working knowledge of various computer software programs (MS Office, restaurant management software, POS system)
Reporting to the Executive Housekeeper, the Housekeeping Supervisor is responsible of leading our team of room attendants and ensure we provide excellent customer service.
Responsibilities:
-Check rooms and common areas, including stairways and lounge areas, for cleanliness and assist accordingly
-Coordinate work activities among departments
-Ensure compliance with safety and sanitation policies
-Educate housekeeping staff on cleanliness, tidiness and hygiene standards
-Examine the property to determine need for repairs or replacement of furniture and/ or equipment
-Investigate and address complaints regarding poor housekeeping service
-Maintain an inventory of cleaning supplies
-Monitor and replenish cleaning products stock
-Motivate team members and resolve any issues that might occur
-Oversee staff performance on a daily basis
-Prepare work assignments in an effective manner
-Perform various cleaning duties in instances of staff shortages
-Schedule shifts and arrange for replacements in cases of absence
-Train room attendants on cleaning and maintenance tasks
Qualifications & Assets:
-At least 2 years’ experience working in a similar position
-Ability to use industrial cleaning equipment and products
-Ability to work to deadlines, with changing priorities and whilst remaining calm under pressure
-Able to work various shifts, including evenings, public holidays and weekends
-Excellent organizational and team management skills
-Must have excellent interpersonal skills to be able to get along well with co-workers and customers/clients
-Must be proactive in carrying out assigned duties
-Proactive approach, with exceptional initiative and problem-solving abilities to ensure the highest levels of productivity and guest satisfaction