• All basic duties of a Guest Services Agent; check in, check out, guests’ inquiries.
• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department
• Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Supervise the Front Office operation and workflow to maximize guests’ satisfaction levels.
• Supervise and delegate duties to all Front Office team members.
• Responsible and accountable for maintaining the highest service standard of Front Office, and to generate team spirit and motivation in all ambassadors.
• Assist the Front Office Manager in monitoring the Front Office Associates and train them to ensure that guests receive prompt and courteous services.
• Check daily arrival list for VIPs, and regular guests. Introduce hotel facilities and special services to guests and follows up on requests by guest promptly and efficiently.
• Encourage and motivate Guest Service Agents to up-sell in order to achieve the daily / monthly target set by Front Office Manager.
• Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
• Communicate with guests to get the feedback, pay great attention to the guest’s comments, to investigate and submit reports on guest comments.
• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.

The Service Manager provides leadership and oversight of the Service Department. They also work closely with the Country Manager and Sales team to promote and grow RSS market share, sales and profitability. The candidate has management responsibility for the back-office operations staff, workshop facilities and Field Service Engineers.

• Rotork Site Service (RSS) Financial responsibility inclusive of reporting accuracy, forecasting, utilization, profit and loss, and business planning
• Achievement of budgeted / forecasted growth targets
• Promote a solutions-oriented mindset (beyond product) throughout Rotork and with clients, and expand on current capabilities to deliver valued services which will differentiate RSS from the competition. i.e. any brand repair, network integration, subcontracting, asset management, etc
• Develop subordinates for current and future RSS needs and to support the development beyond the current skillset
• Lead, manage and motivate the team through performance reviews, to ensure maximum accuracy, efficiency and utility within the territory
• Manage projects within the Service Department, including the workshop and retrofit areas, using the Company’s processes and procedures to meet turnover, cost, profit and agreed budget goals
• Function as an integral part of the site management team reporting into the Country Manager
• Work to develop improved methodology, processes and shared best practices
• Ensure that departmental resources are properly planned and coordinated and that customer needs are met as time and cost effectively as possible. This includes ensuring the timely arrival of materials required to perform service work
• Drives utilization to meet corporate expectations while controlling overtime
• Ensures sales opportunities are handled timely and properly to assist the sales team in order conversion for project or day-to-day service work
• Utilizes local and corporate KPIs and metrics to drive performance and meet the goals
• Performs initial reviews of customer service contracts, master service agreements, etc. for compliance with our terms and conditions
• Ensures that the service team comply with all Rotork health and safety policies and procedures together with the applicable legislation in addition to the adherence to health and safety policies and procedures applicable at customer sites
   

We all know that your home is more than a house. At IKEA, we also believe your work is
more than a job.

About the job

Working closely with the Safety & Security team, co-workers and steering team to provide safety & security support in securing compliance with established internal / external guidelines, assist in ensuring that we continue to operate within IKEA intended level to achieve a positive risk culture that continues to grow.

Your assignment

• Oversee the overall operations of the Fire Command Centre within the retail units and ensure all related emergencies are attended and effectively dealt with in a timely manner.
• Support in the overall day to day management of the Fire Alarm Protection, Intrusion Detection, Electronic Access Control, CCTV surveillance and any other related systems.
• Monitor and implement crowd control / traffic management plan where required aligned to established procedures.
• Provide and maintain proper and legible records in respect of events, activities and occurrences.
• Assist in all responses as stipulated in the Store Emergency Management Plan to alarms, medical emergencies, fires and other similar matters, evacuating premises and contacting appropriate emergency services if required including administration of First Aid if required and notify appropriate stakeholders (Duty Manager, First Aider, ERT, etc.) in the event of accidents, emergencies, or other incidents until the arrival of the proper authorities.
• Responsible in identifying potential problems related to safety and security and ensure prompt reporting to the Safety & Security Team for resolution, including, but not limited to malfunction in facilities, evacuation routes obstructions, safety and health hazards in and around the premises, etc.
• Report any occurrences of accidents, injuries and unsafe work conditions promptly to the Duty Manager and Safety & Security Team.
• Assist to carry out specific deployment tasks (Patrol, cash escort, checkout, loss prevention strategies, etc.) and ensure that all tasks are carried out effectively and promptly.
• Ensure all incidents are properly reported and escalated in the incident reporting system, ensuring proper documentation and follow up actions.
• Assist/participate in periodic safety & security systems testing and evacuation drills at established intervals.

Your profile

• Knowledge of life safety systems, fire equipment, physical security systems and safety & security operations
• Experience in Emergency response handling, Crowd and traffic management
• Trained first aider and Company Emergency Response Team (CERT) certification
• Possess good interpersonal skills and able to work effectively with both internal and external stakeholders.
• Committed to perform shift work including weekends and on public holidays