Grand Kempinski Hotel Shanghai
Grand Kempinski Hotel Shanghai is centrally located in the Lujiazui financial and trade section of the prestigious Pudong district and offers sweeping views of the Huangpu River and the Shanghai skyline. Grand Kempinski Hotel Shanghai has 686 rooms and suites, 6 restaurants & bars as well as extensive banquet facilities for up to 720 guests. It also has an oversized indoor pool, Spa and state-of-the-art fitness center on the 30th floor with panoramic view. Within walking distance to the Oriental Pearl Tower and only a short drive away from The Bund, New International Expo Centre and luxurious shopping centres, the hotel is easy access to any well-known landmarks of Shanghai. The Pudong and Hongqiao international airports can also be reached within 45 minutes.
SCOPE
To support the Restaurant Managers to provide outstanding guest experiences creating loyalty and increasing overall sales. Directly responsible for the Food and Beverage reservations desk located in the hotel lobby and the hostess team. Ensures that all Food and Beverage promotions are updated on all channels including social media. Should the hotels work with third party loyalty programs he or she would be the main contact person for the day to day operations.
OVERALL OBJECTIVES
The job of F&B Guest Experience/Relationship Manageris executed satisfactorily when:
Ensure all in house and external Food and Beverage communication is correct and updated.
The sales are driven to full potential in specific outlets as appointed by Food & Beverage Head of Department.
The department or appointed outlets are driven in an entrepreneurial manner, looking for opportunities to generate more business at all times.
To drive in house covers to the outlets particularly for the 2nd floor and Havana.
MAIN RESPONSIBILITIES
To supervise a team of 4 hostesses
To ensure that the Food and Beverage Reservations Desk is manned 7 days a week between 10am – 7pm and has all relevant information of ongoing promotions, for both a la carte and set menus. Keeps an updated status on daily and future reservations for all outlets and events. Helps guests with directions to outlets or those attending functions at the hotel.
To provide 2 hostesses during the operational hours to the 2nd floor outlets.
To coordinate with the outlet managers for private room and group bookings.
To complete at least 4 active sales call (phone/meeting/email) per day with target company/tour operation/corporate customer to insure venue exposure.
To coordinate with the outlet managers on their sales activities (for example sales calls) and provide the Director of F&B a weekly report.
To be a one stop shop for reservations directly received be the F&B reservations desk including billing arrangements, the arrival and departure experience and checking satisfaction after the event.
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 follow the example.
Be knowledgeable of all services and products offered by the hotel.
Have a thorough knowledge and understanding of all food and beverage products and services.
Attend and actively contribute to all relevant staff meetings and hotel trainings.
Monitor and constantly improve quality and guest satisfaction with the given tools
Assist handling of guest complaints.
Follow the local and global food & beverage trends.
Be actively involved in the operations of the appointed outlets to ensure regular guest contact.
Support the implementation of corporate policies, procedures, guidelines, traditions and initiatives.
RELATIONS
Establishes effective employee relations and maintains the highest level of professionalism, ethic, and attitude towards all restaurant customers, clients, heads of department and employees.
Works together with outlet managers to support the business and quality goals but ultimately the outlet manager is responsible to achieve his or her targets.
Works closely with the communications team.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
About Kempinski
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage.
We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.
Grand Kempinski Hotel Shanghai
Grand Kempinski Hotel Shanghai is centrally located in the Lujiazui financial and trade section of the prestigious Pudong district and offers sweeping views of the Huangpu River and the Shanghai skyline. Grand Kempinski Hotel Shanghai has 686 rooms and suites, 6 restaurants & bars as well as extensive banquet facilities for up to 720 guests. It also has an oversized indoor pool, Spa and state-of-the-art fitness center on the 30th floor with panoramic view. Within walking distance to the Oriental Pearl Tower and only a short drive away from The Bund, New International Expo Centre and luxurious shopping centres, the hotel is easy access to any well-known landmarks of Shanghai. The Pudong and Hongqiao international airports can also be reached within 45 minutes.
SCOPE
To support the Restaurant Managers to provide outstanding guest experiences creating loyalty and increasing overall sales. Directly responsible for the Food and Beverage reservations desk located in the hotel lobby and the hostess team. Ensures that all Food and Beverage promotions are updated on all channels including social media. Should the hotels work with third party loyalty programs he or she would be the main contact person for the day to day operations.
OVERALL OBJECTIVES
The job of F&B Guest Experience/Relationship Manageris executed satisfactorily when:
Ensure all in house and external Food and Beverage communication is correct and updated.
The sales are driven to full potential in specific outlets as appointed by Food & Beverage Head of Department.
The department or appointed outlets are driven in an entrepreneurial manner, looking for opportunities to generate more business at all times.
To drive in house covers to the outlets particularly for the 2nd floor and Havana.
MAIN RESPONSIBILITIES
To supervise a team of 4 hostesses
To ensure that the Food and Beverage Reservations Desk is manned 7 days a week between 10am – 7pm and has all relevant information of ongoing promotions, for both a la carte and set menus. Keeps an updated status on daily and future reservations for all outlets and events. Helps guests with directions to outlets or those attending functions at the hotel.
To provide 2 hostesses during the operational hours to the 2nd floor outlets.
To coordinate with the outlet managers for private room and group bookings.
To complete at least 4 active sales call (phone/meeting/email) per day with target company/tour operation/corporate customer to insure venue exposure.
To coordinate with the outlet managers on their sales activities (for example sales calls) and provide the Director of F&B a weekly report.
To be a one stop shop for reservations directly received be the F&B reservations desk including billing arrangements, the arrival and departure experience and checking satisfaction after the event.
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 follow the example.
Be knowledgeable of all services and products offered by the hotel.
Have a thorough knowledge and understanding of all food and beverage products and services.
Attend and actively contribute to all relevant staff meetings and hotel trainings.
Monitor and constantly improve quality and guest satisfaction with the given tools
Assist handling of guest complaints.
Follow the local and global food & beverage trends.
Be actively involved in the operations of the appointed outlets to ensure regular guest contact.
Support the implementation of corporate policies, procedures, guidelines, traditions and initiatives.
RELATIONS
Establishes effective employee relations and maintains the highest level of professionalism, ethic, and attitude towards all restaurant customers, clients, heads of department and employees.
Works together with outlet managers to support the business and quality goals but ultimately the outlet manager is responsible to achieve his or her targets.
Works closely with the communications team.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
About Kempinski
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage.
We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.
Organization: Kempinski Hotels
Location: Grand Kempinski Hotel Shanghai China
Job Type: Regular
Job Level:
Schedule: Full-time
Job Posting: Feb 22, 2022
Unposting Date: N/A
Job Number: 220000C5