Vacancies

The Ritz-Carlton Hotel Company vacancies

Kazakhstan, Astana

 

  • Sales Administrator

 

Critical tasks: Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event. Encourage guests or callers to purchase or schedule preview package sales/tours. Explain details and requirements related to attending a sales presentation to potential owners. Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property. Determine and give complimentary to guests as gifts for their patronage (e.g., rewards points, show tickets). Answer guest questions about property facilities/services. Receive, record, and relay messages accurately, completely, and legibly.

Critical competences: *

  1. Be responsible for all promotion of the hotel and “new guests attraction” companies
  2. Assist Director of Sales and Marketing in promotion of the hotel as the market leader in the city
  3. Pay special attention to group attraction for achievement and exceeding the planed level of income
  4. Coordinate all agreements with Reservation Department, Events Department.
  5. Be responsible for all accounts.
  6. Hold all calls connecting with sales activity
  7. Make selling plan in accordance with news, magazines and personal contacts.
  8. Conduct walk-in groups
  9. Sell all hotel service
  10. Conclude contracts and receive orders for banquets.
  11. Work out promotion materials
  12. Performs any other duties determined by Senior Sales Manager

Essential job function

  1. Decisions, orders, other guiding, methodical and normative materials of state organizations in hospitality industry;
  2. Rules of hospitality in Republic of Kazakhstan;
  3. Rules of keeping the property in order;
  4. State hotel classification standard;
  5. Rules of providing the hotel services;
  6. Market situation in hospitality business;
  7. Perspectives of economic, social, technical development of the hotel business and the hotel itself;
  8. Logistical support of the hotel;
  9. Native and Foreign experience in hospitality business;
  10. Economics, organization of hospitality services and labor organization;
  11. Forms and systems of labor payments;
  12. Bookkeeping and taxation in hotel business;
  13. Management theory, innovative management, basics of finance management and HR management;
  14. Rules of making and approving business plan in finance and economics field;
  15. Rules of reporting about financial and economic activities of the hotel;
  16. Rules of civil contracts signing and fulfillment;
  1. Office work standards (classification of documents, preparation, registration, circulation, archiving and others);
  2. IT and communication standards;
  3. Environment protection requirements;
  4. Hygienic and sanitary rules of hotel maintenance;
  5. Labor law;
  6. Safety rules and norms, and fire protection rules

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Job Summary

Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing, copying). Prepare sales-related documents throughout the sales process (e.g., proposals, contracts, or banquet event orders). Promote awareness of brand image internally and externally. Gather materials and assemble information packages (e.g., brochures, promotional materials). Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Enter, retrieve, reconcile, and verify information (e.g., commissions, leads, third parties) in software involved in the sales process. Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events). Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

/The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./

Job: *Sales & Marketing

Organization: *Ritz-Carlton

Title: Sales Administrator

Location: KAZ-Kazakhstan-Astana-The Ritz-Carlton Astana

Requisition ID: 16001KIW

 

  • Executive Assistant of General Manager 

 

Critical competences_:

  1. Greet persons entering the Executive Office, determine nature and purpose of visit, and direct/escort to destination.
  2. Open, read, and prepare answers to routine letters. Locate and attach appropriate files to incoming correspondence requiring replies. Under the direction of the General Manager, work with the individual home owners’ associations for each Club, to include preparation and attendance at Board Meetings, preparation of Board Meeting Agendas and Board Books.
  3. Serve as liaison to the Association Governance team and recording secretary for the Association’s Board of Directors.
  4. Take and distribute meeting minutes to appropriate individuals.
  5. Maintain the property’s Association Governance documents, website, and member communications.
  6. Construct periodic newsletters and organize sending to all Association members.
  7. Keep accurate paper and electronic records of legal history.
  8. Perform research and share knowledge regarding Association legal documentation such as the Association rules and regulations, declarations, bylaws, and other documents.
  9. Track all VIP arrivals and departures and arrange welcome letters and amenities.
  10. Answer and handle phone calls and inquiries to the Executive Offices.
  11. Handle and distribute incoming and outgoing mail.
  12. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
  13. Transmit information or documents using a computer, mail, or facsimile machine.
  14. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
  15. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from members and guests.
  16. Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
  17. Document and communicate all member and guest requests/complaints to appropriate personnel.
  18. Follow all company policies and procedures, ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets.__
  19. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.__
  20. Speak with others using clear and professional language, and answer telephones using appropriate etiquette.__

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Job Summary

Greet persons entering the office, determine nature and purpose of visit, and direct/escort to destination. Open, read, and prepare answers to routine letters. Locate and attach appropriate files to incoming correspondence requiring replies. Take and distribute meeting minutes to appropriate individuals. Handle and distribute incoming and outgoing mail. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Transmit information or documents using a computer, mail, or facsimile machine. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals. Document and communicate all guest requests/complaints to appropriate personnel.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

/The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./

Job: *Administration

Organization: *Ritz-Carlton

Title: Executive Assistant of General Manager

Location: KAZ-Kazakhstan-Astana-The Ritz-Carlton Astana

Requisition ID: 16001A9C

3. Health Club Manager 

Major Responsibilities

  1. Leads the shifts in a professional and hospitable manner.
  2. Schedules all Health Club assistants as business demands.
  3. Is always in time and be in time on due dates.
  4. Makes sure the information is passed on in the department.
  5. Keeps the Executive Housekeeper updated with mistakes, errors and challenges and follows up on these.
  6. Promotes all programs to make them a full success.
  7. Makes sure that that all the departments are working together in a good way and there is a fine communication between them.
  8. Has a thorough knowledge of the hotel property, hotel staff and hotel services with hours of operations.
  9. Plays as a role model in maintaining high standards of personal hygiene. His/her uniform needs to be clean at all times.
  10. Is informed about all the functions going on in the hotel.
  11. Has a thorough knowledge of the services we offer and sells the hotel amenities, like restaurants, bars.
  12. Is expected to carry out all reasonable requests by management, which the associate is capable of performing.
  13. Is able to verbally communicate effectively with guests and co-workers.

Special Duties

  1. Assists all the guests to his/her area with any kind of help. Creates a hospitable and friendly atmosphere in the Department. Is able to give a professional tour of the Health Club.
  2. Defines the Health Club room/Pool Area set-up and sanitation procedures. Makes it certain that they are always in place by creating the control documentation set. Makes sure the sanitation procedures are in full compliance with the local laws.
  3. Is totally responsible for maintaining the required cleanliness/safety levels by creating the shift checklists. Always ensures that cleanliness and neatness of work area are on the highest level.
  4. Is familiar with the standard approaches to the use of the exercise equipment. Is able to assist the guests with it and to give training and instructions to his/her employee in this concern.
  5. Is able to create the personal exercise programs for the guests. Is responsible for setting up the specialized training classes for our guests.
  6. Is responsible for creating and maintaining the Health Club Membership Program. Cooperates with the Sales Department to ensure the program meets the set up sales goals and the budget figures.
  7. Ensures there is a Health-Club logbook for communicating between the shifts whenever necessary. Checks it out daily.
  8. Is creative when upselling the hotel services. Always offers and mentions the possibility of massage Service to the Health Club visitors. Does not forget to say his/her warm thank you for the guest’s business when they are leaving your area. Sees that those reporting to him/her do the same.
  9. Always finds out and uses the guest’s name in the conversation as often as possible.
  10. Is familiar with appointment sheets and punctuality procedures.
  11. Ensures the pool area is clean and free of debris.
  12. Ensures regular water tests if applicable. Is knowledgeable of the pool water treatment rules applied in the hotel pool.
  13. Is knowledgeable of the PMS system and posts all the Health Club related charges via it on time.
  14. Arrives at work well enough in advance of his/her shift to ensure that all the necessary information is passed on between the closing shift employee and himself/herself.
  15. Ensures best possible two-way communications with employees and managers. Seeks to keep employee morale high.
  16. Makes the proper scheduling to insure all positions are covered with qualified personnel and at the same time maximizing productivity and service through proper training and re- training; and keeping in mind to staff on to the daily needs. In addition, takes action regarding call-offs on other shifts.
  17. Continually strives for the new thoughts and ideas to improve the Health Club operations, up-dating procedures and implementing on a timely basis when approved.
  18. Communicates all the new policies and procedures to all employees, creates and maintains a productive atmosphere with other departments the hotel.
  19. Maintains the air of discipline.
  20. Manages the situation with the tools at hand so as to provide the highest degree of services in the most efficient manner in accordance with company standards, procedures and policies.
  21. Constantly reviews the performance of those employees reporting to him/her to ensure thoroughness and accuracy; pointing out inaccuracies where appropriate.
  22. Checks that time sheets are completed correctly and on time.
  23. Holds the regular meetings of employees to ensure proper knowledge of new procedures, problems, complaints and coordination of Health Club Duties following the developed agenda. Runs the Line-up trainings when the shifts overlap. Controls that meeting’s agenda should be always reviewed with the Executive Housekeeper prior to the meetings.
  24. Handles all the problems and complaints that may arise in the best professional manner using the hotel knowledge, SOPs, LSOPs and good common judgment to obtain the best possible guest satisfaction.

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

/The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./

Job: *Spa/Salon

Organization: *Ritz-Carlton

Title: Health Club Manager

Location: KAZ-Kazakhstan-Astana-The Ritz-Carlton Astana

Requisition ID: 16001E3C

4.Guest Relations Supervisor 

Main tasks:

  1. Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
  2. Ensure that the Club Lounge is attended to at all times.
  3. Ensure that sufficient staffing is present to meet the daily business demands.
  4. Handle all disciplinary counseling as needed according to Ritz-Carlton policy.
  5. Communicate anticipated business demands daily with each employee.
  6. Conduct daily line-ups
  7. Ensure staff’s knowledge of hotel services, features, and amenities.
  8. Assign specific tasks to the staff as they arise.
  9. Monitor and ensure that The Ritz-Carlton Club staff performs their job functions to the hotel’s expected level of service.
  10. Assist the Ritz Carlton Club staff whenever necessary in performing all job functions.
  11. Conduct ongoing training with existing staff and ensure that new staff is certified as required.
  12. Accommodate all guest requests request in an accurate and efficient manner.
  13. Coordinate all group requests and needs.
  14. Monitor and maintain cleanliness and working condition of department equipment supplies.
  15. Prepare work orders for equipment repairs and distribute to Engineering.
  16. Monitor and maintain the condition of The Club Lounge.
  17. Ensure that all pertinent information is documented in the logbook daily.
  18. Carry out official orders of the immediate manager.__
  19. Follow fire and work safety regulations.__
  20. Successfully completion of the training / certification process

Critical competences_: _//

  1. Ability to input and access data in computer; basic typing skills.
  2. Ability to focus attention on details and guests need, remaining calm, courteous and warm.
  3. Ability to think clearly, quickly, maintain concentration and make decisions.
  4. Ability to prioritize, organize and follow up.
  5. Ability to compute basic mathematical calculations.
  6. Ability to maintain confidentiality of all guest information and pertinent hotel data.
  7. Ability to ensure security of a guestroom.
  8. Ability to work well under pressure.
  9. Ability to remain stationary at an assigned post for an extended period of time.
  10. Ability to perform job functions with minimal supervision.
  11. Ability to use time efficiently; to prioritize and organize work.
  12. Ability to maintain company standards and policies.
  13. Ability to understand guest inquiries and provide accurate and correct responses.
  14. Ability to promote positive relationships with guests, particularly over the phone.
  15. Ability to work cohesively with other departments and other team members.
  16. Ability to be flexible as your job changes.
  17. Ability to work flexible hours, including weekends, holidays and evenings.
  18. Must have a professional image and confidence.

_Essential job function_

Maintain complete knowledge of:

  • All hotel Features / Services, hours of operations;
  • All hotel restaurants food concepts, menu price range, dress code and ambience;
  • All hotel room types, numbers, names, amenities and locations;
  • All the Repeat Guest / Special Guest programs and packages;
  • All hotel room rates, special packages and promotions;
  • Scheduled daily events and activities.
  1. Maintain complete knowledge and compliance with all hotel and departmental policies and procedures.
  2. Maintain cleanliness throughout the areas.
  3. Have a complete working knowledge of Project Mystique, Opera and Marsha.
  4. Maintain telephone etiquette and verbiage standards.
  5. Pre-call all arriving individual guests to confirm information to assist anticipation of their needs prior to their arrival.
  6. Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures.
  7. If necessary, create the standard Guest Recognition Daily Report; research database for next day arrivals, check preferences, incidents, comments and stays for each repeat guest.
  8. Continually maintain guest files in Project Mystique; add preference, GIA, comment cards, amenities, special needs information appropriately in the system(s), delete stay-specific and unusable data, merge duplicate records, etc.
  9. Continually check hotline and information turned in from Guest Preference Pads.
  10. Preparation and organization of welcome back notes/amenities for all Repeat, VIP and Special Occasion guests.
  11. Assist in the coordination of compliance with (repeat) guests’ needs, requests, and personal preferences. Ensure proper recognition and preference delivery for all repeat guests.
  12. Use discretion when inputting guest incidents, comments, etc. – no negative comments.
  13. Energize the Guest Recognition process in daily contact with other departments.
  14. Provide back up for Guest Relations Manager duties, i.e., attendance at departmental line-ups, etc.
  15. Assist in the implementation of Guest Relations awareness programs.
  16. Communicate system errors to Help Desk. Notify Corporate Manager, Guest Relations Manager.
  17. 1Welcome all arriving guests in the lobby.
  18. Process guest registration according to established hotel requirements.
  19. Accommodate room changes expediently and to the guests satisfaction.
  20. Accommodate all guest’s special requests accordingly upon registration of the guests.
  21. Monitor the hotel main lobby and resolve any congested situations.
  22. Recognize all Repeat guest’s upon arrival, using name recognition when possible.
  23. Manage the radio process in the lobby ensuring consistency.
  24. Use the guests preferred language when possible.
  25. Positively impact the hotel revenue by using up selling techniques.
  26. Collect and energize the guest preference process.
  27. Handle all guest complaints by following the guidelines and ensuring guest satisfaction.
  28. Carry out official orders of the immediate manager.
  29. Lobby Coverage that ensures you anticipate all 3 steps of service.
  30. To follow fire and work safety regulations.

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Job Summary

Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Contact appropriate individual or department as necessary to resolve guest requests. Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

/The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./

Job: *Guest Services/Front Desk

Organization: *Ritz-Carlton

Title: Guest Relations Supervisor

Location: KAZ-Kazakhstan-Astana-The Ritz-Carlton Astana

Requisition ID: 16001EJS

5.Training Manager 

Customer Service – Internal

  1. /The function of the Training Manager in this area is being performed competently when/:
  2. ¨ A positive personal image is presented to all Employees and interaction is developed
  3. ¨ A climate and environment are fostered that encourages Employees to freely consult the Human Resources Department with regard to training & development.
  4. ¨ The needs and feelings of the Employee are anticipated and responded to appropriately and kept in balance with the needs of the hotel & organisation
  5. ¨ Feedback from Employees regarding training & development is actively solicited and responded to with the involvement of Line Managers & Heads of Department as appropriate
  6. ¨ Training & development needs affecting the Employees are identified and interpreted and solutions generated which are actioned and evaluated in conjunction with the Departmental Manager as appropriate
  7. ¨ Advice is provided for all Employees & Managers who require support & encouragement regarding the training & development.
  8. ¨ Changes in products and services are developed in response to the hotels and Employees requirements and evaluated against their improvement to service
  9. ¨ Systems, procedures and practice for the maintenance of quality and departmental training & developmental standards are monitored, maintained, evaluated and enhanced
  10. ¨ Training & development is actively promoted through effective written and oral communication i.e. through the introduction of a Training Department award etc.
  11. ¨ Effective communication, consultation and Employee involvement in training & development is supported and facilitated throughout the hotel & organisation
  12. ¨ Improvement targets are met relating to formal measurement criteria i.e. training & development relates to formal feedback through ES / Gallup etc.

Customer Service – External

  1. /The function of the Training Manager in this area is being performed competently when/:
  2. ¨ Facilitation is given to the identification of training needs in response to guest feedback and the generation of solutions
  3. ¨ Direct support to corporate philosophies to training & development i.e. the achievement of “Savvy service” & service excellence is given through appropriate training and development provision
  4. ¨ Improvement targets are met relating to formal measurement criteria i.e. balanced scorecard (ES & Gallup).
  5. ¨ Good rapport is created with schools / colleges and other educational establishments with regard to training & development opportunities.
  6. ¨ Good rapport is created with colleagues within Marriott Intl. Training function & other sister hotels – providing assistance when required.

Statutory Management

/The function of the Training Manager in this area is being performed competently when/:

¨ Procedures and legal requirements pertaining to safety, hygiene and security are adhered to within own area of responsibility

¨ The health and safety of Employees and members of the public are monitored and maintained

¨ In the event of a fire alarm activation the statutory procedures are adhered to

¨ The highest standards of personal health and hygiene are maintained at all times

¨ Personal organisation and that of the work area are maintained to assist workflow

¨ Equipment and supply needs are identified and defects in equipment reported in line with Hotel procedures

¨ All work is carried out in an organised and efficient manner in line with appropriate organisational and legal requirements

¨ Energy efficiency is promoted and improvement identified to support the Hotels Green Policy

¨ In conjunction with the Security & Engineering departments Employees are trained in safe working practices and their legal responsibilities

¨ Statutory Trainers within F&B, Security & Engineering are supported and monitored to ensure compliance with Company Policy and legal requirements for Statutory training

¨ Appropriate records (both manual & computerised) are maintained in accordance with Company and legal requirements – copies are kept in the HR office, with regular audits made & reports produced.

Finance Management

/The function of the Training Manager in this area is being performed competently when/:

¨ Information is obtained and evaluated to aid forecasting the training budget requirements

¨ Training expenditure is monitored and evaluated on a regular basis to ensure cost efficiency and cost benefit – a report is produced monthly for the Director of Human Resources / Financial Controller, the Purchase Log for training is accurately maintained and sent to Accounts by 5thof the following month.

¨ Funding opportunities from local authority / government initiatives is actively solicited.

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

JOB SUMMARY

Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.

CANDIDATE PROFILE

Education and Experience

  • 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional area; certified trainer.

OR

  • 4-year bachelor’s degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.

CORE WORK ACTIVITIES

Administering Employee Training Programs

  • Promotes and informs employees about all training programs.
  • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
  • Helps employees identify specific behaviors that will contribute to service excellence.
  • Ensures employees receive on-going training to understand guest expectations.
  • Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
  • Meets with training cadre on a regular basis to support training efforts.
  • Observes service behaviors of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

  • Monitors enrollment and attendance at training classes.
  • Meets regularly with participants to assess progress and address concerns.
  • Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Measures transfer of learning from training courses to the operation.
  • Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

  • Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
  • Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
  • Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
  • Aligns current training and development programs to effectively impact key business indicators.
  • Establishes guidelines so employees understand expectations and parameters.
  • Develops specific training to improve service performance.
  • Drives brand values and philosophy in all training and development activities.
  • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

  • Participates in the development of the Training budget as required.
  • Manages budget in alignment with Human Resources and property financial goals.
  • Manages department controllable expenses to achieve or exceed budgeted goals.
  • Utilizes P-card if appropriate to control and monitor departmental expenditures.

/The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./

Job: *Human Resources

Organization: *Ritz-Carlton

Title: Training Manager

Location: KAZ-Kazakhstan-Astana-The Ritz-Carlton Astana

Requisition ID: 160012O3

6.Sales Manager 

_Critical competences:__ _//

  1. Strong overall sales skills.
  2. Possesses systems knowledge (MARSHA, Opera) and software knowledge (Microsoft Office, etc).
  3. Weekly prospecting and soliciting goals
  4. Uncovering new customers. Aggressive negotiating skills and creative selling abilities to close on business with a high conversion ration.
  5. Effective sales skills to up-sell products and services.
  6. Ability to present ideas, expectations and information in a concise, well-organized manner.
  7. Strong customer development and relationship management skills
  8. Strong communication skills (verbal, listening, writing)
  9. Strong problem-solving and organization skills
  10. Strong presentation and platform skills
  11. Effective decision making and influence skills
  12. Ability to manage guest room and meeting space inventories
  13. Knowledge of food presentation, and banquet and event service operations
  14. Broad understanding of facility management (sanitation, maintenance, operations)
  15. Knowledge of overall hotel operations as they affect department
  16. Knowledge of contract management and legalities
  17. Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling
  18. Knowledge of governmental regulations and safety standards

_Essential job function_

  1. Manages assigned corporate segments. Understands or is familiar with fundamentals of assigned accounts.
  2. Proactively identifies, qualifies, and solicits new business to achieve personal and hotel revenue goals. Focuses on accounts with larger potential sales revenue.
  3. Closes the best opportunities for the hotel based on market conditions and hotel needs.
  4. Understands competitors’ strengths and weaknesses, and knows how to sell against them. Continuously communicates the benefits of the hotel to the customer.
  5. Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
  6. Builds and strengthens relationships with existing and new customers to include sales calls, entertainment, FAM trips, trade shows, sales blitz etc.
  7. Conducts site inspections.
  8. Ensures a high level of customer satisfaction.
  9. Effectively use sales resources and administrative/support staff.
  10. Coordinates and communicates verbally and in writing with customer (internal and external) regarding details. Follows up with customer.
  11. Negotiates transient rates for assigned accounts.
  12. Develops accurate contracts/offers/BEO and sends to customers. Gains commitment of customer through signed contract/offer/BEO/
  13. Once signed contract/offer/BEO is received, completes accurate, detailed turnover documentation for CCS Manager.
  14. Possesses excellent telephone sales skills.
  15. Possesses knowledge/appreciation of The Ritz-Carlton Hotel Company, brand culture, philosophies and initiatives.
  16. Understands contract management and legalities.
  17. Possesses operational knowledge and/or appreciation of operations challenges.
  18. Comprehends budgets as needed to assist in the financial management of department. Understands the impact of department’s role in the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.
  19. Understands need time strategy as developed by the Revenue Management Team (i.e. Director of Sales & Marketing).
  20. Follows all Free Sell guidelines as specified by Director of Sales & Marketing.
  21. Follows all sales strategy as specified by the Director of Sales & Marketing.
  22. Understands and achieves team and individual goals.
  23. Possesses necessary software knowledge (Microsoft Office, Opera, etc).
  24. Put all customers’ information in Opera S & C.
  25. Makes presence known to customer at all times during this process. Greets customer during the event phase and hands-off to the CCS department for the execution of details. Is available to solve challenges and/or suggest alternatives to previous arrangements.
  26. Sets a positive example for guests relations.
  27. Participate in pre-event meetings.
  28. Empowers ladies and gentlemen to provide excellent customer service. Ensures ladies and gentlemen understand expectations and parameters.
  29. Reviews comment cards and guest satisfaction results with leaders. Participates in the development and implementation of corrective action plans.
  30. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  31. Adheres to all standards, policies, and procedures.
  32. Performs other duties as assigned to meet business needs.
  33. Leadership:
  • Applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.
  • Demonstrates commitment to The Ritz-Carlton operating principles and philosophies.
  • Holds self and others accountable for achieving results.
  • Addresses conflict in a timely manner.
  • Contributes to team results.
  • Deals with change effectively.
  • Makes decisions, including employees/team and commits to a course of action with available information.
  • Building Relationships:__
  • Eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.
  • Treats people fairly, with dignity and respect.
  • Works to meet goals in a manner that does not disadvantage other employees or groups.
  • Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
  • Listens and responds to others.
  • Is interested in other’s views even if they counter own views.
  1. Managing Work Execution:__
  • Proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.
  • Approaches work with a sense of urgency and purpose.
  • Allocates time and resources effectively when faced with competing demands.
  • Overcomes obstacles to accomplish challenging objectives.
  • Follows through on inquiries, requests, and complaints.
  1. Generating Talent:__
  • Proactively identifies and develops talent within the organization.
  • Analyzes candidate’s job-related themes, skills and competencies to ensure each placement decision maximizes team dynamics and talent utilization.
  • Discusses problems immediately with others before they are forgotten or get out of control.
  • Actively pursues self-development.
  • Explains own rationale and thought processes to help employees improve their skills.
  1. Organizational Learner:__
  • Actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area
  • Acts independently to improve and increase skills and knowledge.
  • Demonstrates an awareness of personal strengths and areas for professional improvement.
  • Shares learnings, innovations, and best practices with others.
  • Is willing to learn from others.
  • Performs all technical/procedural requirements of the job.

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

JOB SUMMARY

The position is accountable for proactively soliciting and handling sales opportunities. Ensures business is turned over properly and in a timely fashion for proper service delivery. Conducts day-to-day activities related to sales with a focus on building long-term, value-based customer relationships that enable achievement of sales objectives. Achieves personal sales goals.

CANDIDATE PROFILE

Education and Experience

  • 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 3 years experience in the sales and marketing or related professional area.

OR

  • 4-year bachelor’s degree in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 1 year of experience in sales and marketing or related professional area.

CORE WORK ACTIVITIES

Building Successful Relationships that Generate Sales Opportunities

  • Procatively builds and strengthens relationships with existing and new customers to enable future bookings. Activities could include sales calls, entertainment, FAM trips, trade shows, etc.
  • Develops relationships within community to strengthen and expand customer base for sales opportunities.
  • Manages and develops relationships with key internal and external stakeholders.
  • Provides accurate, complete and effective turnover to Event Management.

Engaging in Sales Activities

  • Researches and develops new leads for property business.
  • Participates in sales calls with members of sales team to acquire new business and/or close on business.
  • Upsells each buseinss opportunity to maximize revenue potential.
  • Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

Using Knowledge of Market Trends and Target Customer Information to Maximize Revenue

  • Identifies new business to achieve personal and location revenue goals.
  • Understands the overall market – competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
  • Closes the best opportunities for the location based on market conditions and location needs.
  • Gains understanding of the location’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

Additional Responsibilities

  • Executes brand’s Customer Service Standards and property’s Brand Standards.
  • Sets a positive example for guest relations.
  • Interacts with guests to obtain feedback on product quality and service levels.

/The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./

Job: *Sales & Marketing

Organization: *Ritz-Carlton

Title: Sales Manager

Location: KAZ-Kazakhstan-Astana-The Ritz-Carlton Astana

Requisition ID: 1600143K