Role Description

JOB SUMMARY

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

1. •Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
2. Encourages and building mutual trust, respect, and cooperation among team members.
3. Serves as a role model to demonstrate appropriate behaviors.
4. Supports all day-to-day operations.
5. Understands employee positions well enough to perform duties in employees' absence.
6. Coaches, counsels and encourages employees.
7. Handles employee questions and concerns.
8. Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
9. Guides daily Front Desk shift operations.
10. Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

1. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
2. Develops specific goals and plans to prioritize, organize, and accomplish your work.
3. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
4. Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
5. Strives to improve service performance.
6. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
7. Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
8. Supervises same day selling procedures to maximize room revenue and property occupancy.
9. Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

1. Provides services that are above and beyond for customer satisfaction and retention.
2. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
3. Sets a positive example for guest relations.
4. Empowers employees to provide excellent customer service within guidelines.
5. Handles guest problems and complaints seeking assistance from supervisor as necessary.
6. Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

1. Implementing the customer recognition/service program, communicating and ensuring the process.
2. Assists in the review of comment cards and guest satisfaction results with employees.
3. Ensures employees have the proper supplies and uniforms.
4. Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

1. Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
2. Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
3. Provides feedback to individuals based on observation of service behaviors.
4. Participates in an ongoing employee recognition program.
5. Conducts training when appropriate.
6. Participates in the employee performance appraisal process.

Additional Responsibilities

1. Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
2. Analyzes information and evaluating results to choose the best solution and solve problems.
3. Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
4. Performs all duties at the Front Desk as necessary.
5. Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
6. Complies with loss prevention policies and procedures.

JOB PURPOSE

▪    The HR Services Manager is responsible for HR Operations; Staff Benefits and overall HR administration.
▪    The HR Services Manager actively participates in the formulation and implementation of compensation and benefits policies as the organization manages its staff costs ensuring internal equity and external competitiveness. 
▪    The manager is involved in other HR processes as the entire organization feels benefits from coordinated HR processes and procedures.
▪     Implements, monitors and recommends processes to streamline and enhance efficiency of the HR Operations and overall HR administration.

KEY RESPONSIBILITIES

    Manage and support annual budgeting and planning process for the eProcess International with HR Head leadership  
    Lead the day-to-day processing of employee compensation and benefits.
    Support and implement the basic compensation policies (grading system, job evaluation system, promotion policy, etc).
    Support HR Head to design set of different compensation and benefits policies.
    Reviews the compensation table for offer/salary review letters.
    Coordinate compensation processes like budget preparation, salary review planning, bonus planning and incentive schemes development.
    Lead period salary surveys, provide analysis on the Bank compensation position to the market and provide recommendations to Management
    Recommend changes in benefits offered, especially new benefits aimed at employee satisfaction and retention.
    Communicate total indebtedness/entitlements when managing staff exits.
    Ensures up to date data in MYHR. 
    Assist in the preparation of reports and responses to Internal and External observations; monitors the follow-up of audit recommendations.
    Manage formal internal communication and helps plan, organise and execute innovative employee activities with the view of promoting an effective two-way communication and embedding the Ecobank culture.
    Manage staff PF Withdrawals.
    Process monthly overtime claims.
    Coordinate new expat movements.
    Assist with processing work/resident permit for foreign staff and their dependents. 
    Maintain relationship with Ghana Freezones Authority and Ghana Immigration 
    Submit Annual Immigration Report to Ghana Immigration 
    Liaison with EBS for Travels, temporary accommodation booking, immigration documentation, coordinate shipment of personal effects etc. 
    Management of Medical and Canteen services to constantly improve service quality.
    Ensure end to end loan processing in compliance with staff loans policy and procedures
    Send monthly activity report on loan exposure and concentration risk.
    Approval HR bill in Omniflow, Ariba, process maker
    RCSA Attestation
    BRCC Reports
    Handles audits engagements.

The HR Services Manager may assume other responsibilities as assigned by the Country Human Resources Manager.

PERSON PROFILE

Education 
▪    Bachelor’s degree (or equivalent) in Human Resources, Business, Organizational Development, or a related field is a definite asset.
▪    Professional qualification in Compensation & Benefits

Experience 
▪    Minimum of 5 years’ experience as HR Remuneration/ Operations & Services 
▪    General knowledge of employment laws and practices. 
▪    Excellent computer skills in a Microsoft Windows environment. Must include Excel and demonstrated skills in database management and record keeping. 
▪    Effective oral and written communication
▪    Bilingual English/French. A good working knowledge of the second language is an advantage.
Skills & Personal Attributes 
▪    Strong and proven analytical skills
▪    Confidentiality
▪    Skill in utilizing payroll software applications (Sage/Oracle, etc.) highly desirable
▪    Excellent MS Office skills (MS Excel, MS PowerPoint)
▪    Strong Time Management skills
▪    Ability to work under pressure and tough deadlines
▪    Excellent interpersonal and coaching skills. 
▪    Proven ability to identify and resolve problems while maintaining professionalism and confidentiality.
▪    Able to work on a broad variety of projects.

KEY SUCCESS FACTORS

▪    Creative problem-solving 
▪    Execution 
▪    Project Management 
▪    Planning/Organizing     ▪    Leadership 
▪    Customer Service 
▪    Delegation 
▪    Quality     ▪    Dependability 
▪    Adaptability/Flexibility 
▪    Initiative 
▪    Teamwork

COMPETENCIES
▪    Driving Execution 
▪    Establishing Strategic Direction 
▪    Customer Focus 
▪    Coaching and Developing Others 
▪    Operational Decision Making 
▪    Emotional Intelligence (personal attribute) 
▪    Passion for Africa 

HOW TO APPLY

Qualified and interested applicants should visit the company's website to submit their application.

APPLY HERE

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Location:  Tema, GH

Function:  Human Resources

Employment type:  Full Time

Required experience:  Junior professional – up to 5 years

Reference ID:  77670