DUTY MANAGER

Job Description
  • The capability to coordinate and manage the day-to-day operations of the Front Desk.
  • The ability to monitor and review the daily revenue report, the daily labor report and the monthly profit and loss statement, analyze results and take action when necessary.
  • Able to conduct regular tours o the hotel and make recommendations for changes as well as note deficiencies and ensure corrective action is taken.
  • The ability to meet on a regular basis with all managers, supervisor, and non-management employees.
  • Able to monitor all standards in the hotel to ensure they are in place and enforced.
  • To assist Front Office Manager to control all capital expenditures and ensures the proper guidelines are adhered to and projects are completed on a timely basis.
  • Support Front Office Manager in directing, implements and maintain a service and management philosophy in line with existing SOP.
  • Responsible to assist in providing guest service with promptness and alertness.
  • Able to assist Front Office Manager to control expenses through actively participating in all areas of the hotel operation.
  • Ensure facility is well maintained from both housekeeping and engineering standpoints.
  • Develop profit improvement ideas, policies and procedures and propose to Front Office Manager.
  • Ensure all Empire Hotel Policies and Procedures are followed.
  • Assist in ensuring that all areas of the hotel are appropriately staffed to handle demand periods and that staff are well trained, polite and conduct themselves in a professional manner.
  • Respond appropriately in the event of any hotel emergency or safety situation and comply with all local codes and ordinances with a focus on guest and employee safety.
  • Maintain a solid working relationship with the Front Desk associates with all departments.
  • Implement action plans to correct problems identifies in Operations Standards Surveys.
  • Support Front Office Manager on an on-going basis as to cost controls and the financial performance of the hotel.
  • Actively participate in all appropriate operations committees such as Energy Conservation Program, Safety Committees, and Recycling.
  • Personally meet and interact with guests, review all written guest comments and follow up on any guest service issues or needs.
  • Assist Front Office Manager in preventive maintenance programs such as “Perfect Room” initiative.
  • Assume the role of Hotel Spokesperson in the absence of the General Manager in any emergency or crisis situation.
  • Ensure all front of the house and back of the house guest’s safety and security are highest priority.
  • Coordinate preparation go timely and accurate forecasts with Sales and Marketing, Food and Beverage and Rooms and Engineering.
  • Perform other tasks or projects as assigned by the Front Office Manager.
Job Requirements
  • Reading, writing and oral proficiency in the English language.
  • Diploma in Hospitality required or equivalent experience in the form of 4-6 years hotel operations.
  • Willing to work shift.
  • High degree of customer service and interpersonal skills.

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SALES COORDINATOR

Job Description
  • Carries out all duties as directed by the DOS/SM in selling, marketing and promoting the hotel.
  • Direct solicitation – selling of rooms and services.
  • Accounts maintenance.
  • On-going competitors’ analysis.
  • Planning and implementing of strategies.
  • Achievement of goals and commitments as by yearly marketing plan.
  • Maintains an up-to-date good working relationship with all other departments of the hotel.
  • Follow up with all clients before and after big functions, groups to ensure repeat business.
  • Ensure familiarization with the hotel Marketing Plan.
  • Present a monthly sales report with full documentation on activities of past month.
  • Represents hotel on special assignments as called upon by the DOS/SM.
  • Attends special sales promotions or marketing activities which are organized by the Sales Department or the hotel.
  • Entertains clients as directed.
  • Concentrate on opportunities for creative selling as:
    - To offer some promotional packages in order to be included in clients’ newsletter. - Make use of associations’ monthly newsletters to their members with appropriate packages.
  • Promptly qualifies all sales leads. Responds within 24 hours to all inquiries, leads and correspondence from prospects, customers and referral.
  • Effectively plan calls, maintenance of existing accounts while focusing on new accounts to increase the overall customer base.
  • Adequately services all accounts as assigned by the DOS/SM.
  • Increase sales to meet or exceed all established sales goals as outlined in the marketing plan.
  • Follow up and carries out all established office policies and procedures.
  • Properly maintains all files and accounts to established guidelines (follow up system).
  • Maintains a professional appearance in accordance to the guidelines set by the hotel.
  • Reacts promptly to requests by the DOS/SM for reports and other assignments by their given due dates.
  • Maintains up-to-date level of communication with the DOS/SM on a constant basis.
  • To attend business related functions within your area of responsibility.
  • To perform evening duty as assigned.
  • To understand & adhere to the Quality Service Standards (QSS) set by the hotel.
  • To ensure that no press releases or public statements are made without the prior consent of the General Manager.
Job Requirements
  • Minimum of 1 year experience in Hotel Catering, additional experience in the hospitality industry i.e. Sales, is an asset.
  • Extensive room, food & beverage knowledge and proven ability to plan and execute events effectively with a strong sense of detail.
  • Knowledge of organizing event or meeting clients request pertaining to health and safety procedures and terminology of the Empire Tower, Soho & Suites.
  • Extensive knowledge of Opera system, Windows and other industry related software programs.
  • Knowledge of current hospitality industry trends.

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FOOD & BEVERAGE CAPTAIN

Job Description
  • Performs any other duties as assigned by your superior in a timely and efficient manner.
  • To train outlet waiters and part timers on knowledge, service standards and operating procedures.
  • Ensure effective communication between Superior and Staff.
  • To plan and execute duty roaster for outlet associates.
  • Ensure all down line associates are well briefed in the policies and procedures set by Hotel.
  • To ensure down line associates follows through the Standard Operating Manual.
  • To be responsible over the maintenance and cleanliness of furniture, fixtures, fittings and operating equipment, initiates maintenance request as necessary.
  • To ensure food and beverage supplies are well stocked and arranged to ensure smooth operation.
  • Participates in daily outlet briefings and monthly communication meetings to discuss various aspects of service and operations challenges.
  • Follows control procedures for inventory and requisition before and after service.
  • To enforce and follow through the house safety regulations and house rules.
  • To monitor daily aspects of the point of sales for outlet.
  • To attend to guest's complaints on food and beverage quality and service, requests or inquiries regarding services and products and immediately takes all required corrective actions and measures.
  • To anticipate guest's needs at all times and to ensure guests dining experience is always met and maintained.
  • To maintain a positive service attitude towards each and every individual that comes in contact.
  • Establishes effective human relations and maintains the highest level of professionalism ethics and attitude towards all hotel guests, suppliers, department heads and employees.
  • Create and maintain a pleasant and healthy working environment and foster teamwork at all times.
  • To take pride over employee’s welfare and filter down objectives to superiors.
Job Requirements
FOOD & BEVERAGE SUPERVISOR

Job Description
  • Ensure proper coordination with Kitchen food preparation, Stewarding, Sales, Front Office and other departments for all necessary arrangements and preparation.
  • Performs any other duties as assigned by your superior in a timely and efficient manner.
  • Maintains proper records of sales, inventories, spoilages, inter-transfer and all concerns pertaining to personnel or equipment in appropriate logbooks for reference.
  • Makes frequent suggestions to the management in reference to improvement of general operation, cost control and profitability.
  • To assist in constantly finding ways to further increase revenue without sacrificing pre-determined standards and quality set by the management.
  • To train outlet waiters and part timers on knowledge, service standards and operating procedures.
  • Propose appropriate staff movements and promotions to the Superiors.
  • Ensure effective communication between Superior and Staff.
  • To plan and execute duty roaster for outlet associates.
  • To plan requisition in accordance to the par level or business forecast.
  • Ensure all down line associates are well briefed in the policies and procedures set by Hotel.
  • To ensure down line associates follows through the Standard Operating Manual.
  • To be responsible over the maintenance and cleanliness of furniture, fixtures, fittings and operating equipment, initiates maintenance request as necessary.
  • To ensure food and beverage supplies are well stocked and arranged to ensure smooth operation.
  • Participates in daily outlet briefings and monthly communication meetings to discuss various aspects of service and operations challenges.
  • Follows control procedures for inventory and requisition before and after service.
  • To enforce and follow through the house safety regulations and house rules.
  • To monitor daily aspects of the point of sales for outlet.
  • To responsible and accountable for the outlet operating budget include Revenue, Expenses, Labor Costs and profitability.
  • To attend to guest's complaints on food and beverage quality and service, requests or inquiries regarding services and products and immediately takes all required corrective actions and measures.
  • To anticipate guests’ needs at all times and to ensure guests dining experience is always met and maintained.
  • To conduct on the job orientation and establishment procedures for all new employees.
  • Establishes effective human relations and maintains the highest level of professionalism ethics and attitude towards all hotel guests, suppliers, department heads and employees.
  • Create and maintain a pleasant and healthy working environment and foster teamwork at all times.
  • To take pride over employee’s welfare and filter down objectives to superiors.
Job Requirements
  • Reading, writing and oral proficiency in the English language.
  • Certificate or higher required or equivalent experience in the form of 2-4 years hotel operations and/or junior management.

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BELLMAN

Job Description
  • Demonstrates the Company values by providing the highest level of service possible in an efficient, courteous, personal and professional manner to ensure positive guest experience.
  • Primarily tasked in providing the hotel guests the efficient Bell service, to ensure the luggage being delivered collected, stored accurately and promptly all the time.
Job Requirements
  • Reading, writing and oral proficiency in the English and Bahasa Malaysia language.
  • Experience in the form of 1-2 years hotel operations.
  • Willing to work shift.
  • High degree of customer service and interpersonal skills.
  • Able to work well under pressure in a fast paced environment.

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BELLMAN CUM DRIVER

Job Description
  • Welcome and greet guests with warm, friendly yet professional manner.
  • Conducting the Bell service activities such as luggage service upon guest's arrival and departure, luggage storage, message service fax delivery, parcel and mail hand-over, information service and other related tasks.
  • Opening the door of the car for the guest in a professional manner at the main entrance of the hotel and assisting to unload the luggage if any.
  • Extend warm welcome and appreciation to every guest / patron at any customer approaching by greeting "Welcome to Hotel Plaza " or "Welcome back, Mr. / Mrs. / Miss So & So".
  • Rooming the guest in a professional way, which includes addressing the guest by name, holding the lift for guest and extending hotel introduction to guest, etc.
  • Having wealth of knowledge in relating to hotel products, events and promotion, playing the role of salesmanship by doing their effort to sell the hotel at each customer contact, to maximize the hotel revenue.
  • Assisting to arrange the transportation for guests.
  • Being responsible for the cleanliness of the counter and the surrounding environment.
  • Being in charge of the lobby lighting on & off periodically.
  • Distributing the newspaper to long staying guest and departments concerned.
  • Extend assistant to guests in a flexible manner unless it is illegal.
  • Maintain professional image while on duty with well grooming hygiene and prescribed uniform.
  • Perform other duties being assigned by the Assistant Manager, Front Office Manager or other concerned hotel officers.
  • Always concern energy and environment conservation issues in the daily work.
  • Perform all duties, other than the above as requested by hotel policies and/ or his/ her direct supervisor.
  • Drive company vehicle for official and business travel or as requested by supervisor.
Job Requirements
  • Reading, writing and oral proficiency in the English and Bahasa Malaysia language.
  • Experience in the form of 1-2 years hotel operations.
  • Willing to work shift.
  • High degree of customer service and interpersonal skills.
  • Able to work well under pressure in a fast-paced environment.
  • Possess a valid driving license Level D.

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INCOME AUDITOR

Job Description
  • Prepare (DRR) Daily Revenue Report daily and distribute to GM and all Head of Departments prior to the daily morning briefing.
  • Verify the total sum of all sales from PMS report (Property Management System) agrees with the Daily Revenue Report.
  • Verify the receipts of sales, rooms folio, F&B guest check and other miscellaneous sales tally with individual cashers shift closing report.
  • Scrutinizes all rebates vouchers from Front office and ensure signatures from guest and authorization from Duty Managers are in place.
  • All rebates must be according to Finance Policy with proper supporting documents. A summary is to be prepared weekly for Financial Controller and GM to review.
  • Control the sequential numbering for all pre-printed revenue vouches e.g. Miscellaneous, Business Centre etc. to eliminate fraudulent act from guest contacted staffs. Ensure cancelled or loss voucher are accounted for accordingly.
  • Verify the opening balance of guest ledger and ensure it agrees with previous day closing balances. Also verify that the total sum of guest ledger balances with guest room account report.
  • Verify and check on rooms discrepancy report to ensure the Night Manager has signed and check on the report after running the auto room posting.
  • Calculate and batch accordingly the settlement modes for both folios and guest checks to ensure they tie with the PMS and POS report. The end batching of credit cards and city ledger (folios and guest checks) are to be passed over to Accounts receivable section in order for them to perform their AR duties.
  • To investigate voiding reports daily form POS and ensure that all voiding is signed by the outlet manger or the assistant.
  • Verify that the Officer Checks are performed according to stipulated procedures.
  • To adjust Banquet Food and Beverage breakdown according to the Banquet Event Order (BEO) to ensure revenue are allocated correctly.
  • Perform spot check on Outlet and Front Office Cashier’s float at least once a month.
  • Ensure that programs involving coupons, certificates and vouchers are adequately control and safeguards in place.
  • Audit daily collection of the General Cashiers Summary Report(GCR) against the bank in slip.
  • To enter cash sales clearance from PMS report daily into GCR against the actual cash collected from the General Cashier. To work closely with General cashier on any discrepancies arises on cash shortage or overage.
  • Ensure daily revenues are correct and error are properly adjusted with before transferring daily revenue to the General Ledger (GL) via system interfacing.
  • Prepare service charge report monthly before the for-payroll cut-off for the Accountant to review and the Financial Controller approval before submitting to the Paymaster.
  • Prepare statutory Government Tax Report monthly and ensure bi-monthly submission deadline of 28th of the payment month is adhered to strictly.
  • Verify that Front Office Cashiers, Food & Beverage Cashiers and Duty/Night Manager are performing their duties according with the stipulated procedures.
  • To ensure cash sales clearance in the GL are zero rise every month end.
  • Other duties required by superior.
Job Requirements
  • SPM or equivalent, diploma is an advantage.
  • Minimum 1 year in the position preferably in the hotel industry or minimum one year as an assistant or equivalent.
  • Assertive personality with good interactive skill with all levels.
  • Must possess basic computational ability through knowledge of computer processing system.

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CHIEF STEWARD / ASSISTANT CHIEF STEWARD

Job Description
  • To obtain maximum efficiency and safety in all work areas and create a good morale within the department, and cooperate with other departments.
  • To ensure all departments of Health laws are adhered to. To ensure Sheraton health standards are met.
  • To ensure all accidents and incidents are reported correctly and promptly.
  • To be present and contribute at required meetings then to communicate relative information to staff as required.
  • To be responsible fro all administrative work within the Steward Department.
  • To set-up and maintain a training schedule for each Steward and to ensure standards are met and maintained.
  • To organize and supervise the smooth running of the department.
  • To encourage teamwork and create high morale within the Department.
  • To develop interested staff for promotion.
  • To counsel and discipline employees required ensuring compliance with Hotel rules and regulations.
  • To set a good example to staff.
  • Ensure staff conduct and practices are carried out at all times.
  • Ensure safe conduct and practices are carried out a safe environment.
  • To establish and maintain a par stock numbers for all outlets.
    i.e: glasses, china, silverware, flatware, cutlery and plastic ware;
  • To requisite for the different outlets as par stocks are needed.
  • To record breakages on regular basis and calculate the losses monthly.
  • To conduct an inventory of all chinaware, glassware, stainless steel, silverware, flatware, cutlery and plastic ware at quarterly intervals as required.
  • To requisite all cleaning chemicals as needed.
  • To ensure all clearing stations are set -up for Banquet functions with the help of banquet staff.
  • To ensure all equipment is ready and prepared for banquet functions and buffets.
  • To liaise regularly with Executive Chef, Banquet Manager and Outlet Managers regarding future functions.
  • To ensure the standard of hygiene in the Kitchen and other food and beverage areas, equipment, tools and utensils area maintained.
Job Requirements
  • Reading, writing and oral proficiency in the English language. (Preferably local dialect).
  • Minimum SPM required or equivalent experience in the form of 5 to 8 years in stewarding kitchen operation.

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GRAPHIC DESIGNER

Job Description
  • Graphic design for creative development & execution;-
    Manage the conceptualization, development and production of all above- and below-the-line items and e-solutions.
    Develop design conceptualization, visualization, corporate collaterals design management, web design, e-solutions, interactive web marketing solutions and packaging design that complies strictly with corporate brand identity.
    Create concepts, documents and creative briefs which complement selling strategies.
  • Resources and production
    Manage relevant suppliers for purchase requisitions for best output in production in terms of quality and cost.
    Develop timeline to ensure timely delivery according to stipulated deadlines.
  • Image gallery/photo library
    Develop, update and maintain highest standards of brand imaging and visual.
    Regular review, housekeeping and archiving on electronic and manual filing systems so that files, documents, visuals and photos are easily accessible and required information is easily viewed and readily available.
    Supervise event photography efforts, i.e.press conferences, sales conferences, VIP arrivals, etc.
    Supervise and direct all properties photography efforts, i.e. food shots, façade, rooms, interior and exterior shots.
Job Requirements
  • Able to operate Adobe Illustrator, Photoshop using Mac
  • At least 1 year of working experience in the related field.
  • Able to work well with deadline and independently.

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