1

HOSPITALITY INDUSTRY

HISTORY:
The history of the hospitality industry is a rich tapestry that spans centuries. Its roots can be traced
back to ancient civilizations, where inns and taverns provided weary travelers with food, shelter, and a
place to rest. The concept of hospitality was highly valued in cultures such as the Greeks and Romans,
who had well-established inns and guesthouses.
In the Middle Ages, monasteries played a pivotal role in offering hospitality to pilgrims and travelers.
During the Renaissance, grand European hotels began to emerge, catering to the elite.
The 19th century saw the rise of railway hotels, making travel more accessible.
In the 20th century, the industry experienced significant growth with the development of international
hotel chains and the modernization of tourism.
Today, the hospitality industry encompasses a vast array of businesses, from hotels and restaurants to
airlines and cruise lines, playing a vital role in global tourism and the economy.

INTRODUCTION:
The hospitality industry is a broad category of fields within the service industry that includes lodging,
food and beverage service, event planning, theme parks, travel agency, tourism, hotels,
restaurants and bars.
The Hospitality industry is the industry that is responsible for providing primarily food services and
accommodations in places such as hotels, resorts, conference centers and theme or amusement parks.
The catering industry, which overlaps with the hospitality industry, primarily provides food services
to institutions (such as schools, hospitals, or governmental operations), private industry (such as
corporate cafeterias or motion picture studios), and private parties. And also in a much boarder
view, non-commercial institutional provide food and lodging.
Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of
customers or strangers, mainly in relation to food, drink and accommodation. A contemporary
explanation of Hospitality refers to the relationship process between a customer and a host. When we
talk about the “Hospitality Industry”, we are referring to the companies or organisations which
provide food and/or drink and/or accommodation to people who are “away from home”. However,
this definition of the “Hospitality Industry” only satisfies most situations.

Characteristics of Hospitality Industry:

1. Product-Service Mix
Think about your experience of being a customer in a restaurant or a customer in a hotel. What else,
apart from the food in restaurants and the facilities in hotel rooms, do you think can make your
hospitality experience more enjoyable and satisfied? In the hospitality industry, customers rarely
consume pure products but a mixture of products and services. For example, one who dines in a
restaurant will not only pay for the food and drinks but the services provided by the servers. The bill
has covered both tangible and intangible experience. Tangible features- for example, a steak as the
2

main course, a glass of house wine, well groomed service staff and decoration of the restaurant.
Intangible features- for example, a comfortable dining atmosphere or the friendly attitude of staff. A
successful hospitality business does not only count on its products and services, but also how they are
delivered. The qualities of staff and the way they deliver the service are often more important than the
tangible products in making a hospitality experience satisfactory or unsatisfactory. Hence, the two
features can contribute to the total experience in the service delivery process. As products and other
tangible features can be easily imitated by competitors, hospitality operations which aimed for high-
ended customers and ‘superior’ quality gradually spend more and more resources in enhancing the
service standard as a strategy of differentiation.

2. Two-way Communication
In order to achieve service excellences in the hospitality industry, two-way communication is
one critical factor which requires the involvement and participation of both customers and
service staff in the service delivery process. Through interactions with customers, important
messages about their needs and expectations can be received by service staff for their
immediate actions to create customer satisfaction. Interactions between internal staff or inter-
departments is also critical since total experiences of customers in using any lodging or food
and beverage services usually involve team work and exchange of information within the
organization.

3. Relationship Building
The hospitality industry highly depends on repeated customers for survival. Building long
term relationship with customers can benefit the organizations for generating stable revenues
regardless of the instability of seasons and at the same time, developing brand reputations
through positive word-of-mouth of the repeated customers. In order to develop brand loyalty,
different methods are currently applied by the lodging and food service sectors, such as
membership programmes which give privileges and incentives to frequent customers.
However, top management of organizations do believe that the informal ways of building
“friendship” between front-line staff and customers through high degree of personal attention
and customization can win the loyalty of customers in long run.

4. Diversity in Culture
As hospitality are closely related to tourism industry, it is not surprising that people involved
in this sector, no matter customers or staff are experiencing a diversity in culture through
interacting with others. Staff who work in a hospitality organization always have interactions
with customers from different regions, or to work and corporate with other colleagues who
may have different backgrounds or cultures. Due to their differences in religious beliefs and
values, some conflicts and misunderstandings can be easily occurred. Therefore, staff should
be open-minded, and come up with solutions together in resolving problems in their duties.
For example: From customers’ perspective, some of them abstain from meat due to their
religious beliefs or habit. Therefore, restaurants should provide vegetarian food as an option
in order to satisfy their needs. From staff’s perspective, eating pork or any food products with
pork as ingredient should be avoided if some colleagues are Muslims in order to show respect
to their religious belief. Such a cultural diversity implicates that local staff should generally
understand different cultures so flexible services can be provided to customers based on their
national cultures and harmony in cooperation with colleagues from different nationalities can
be achieved.
3

5) Labor Intensive

Since the hospitality industry is service-oriented in its’ nature, it requires a huge supply of
labors to create a memorable experience for the customers. This characteristic is especially
true for those enterprise which target for high-ended customers. For example, staff-to-guest
ratios are high in fine dining restaurants and 5-star hotels which aimed at providing one-on-
one services to their customers. Although the advancement in technology do contribute to the
replacement of some simple tasks in the whole service process, customers who concern the
element of ‘care’ generally expect high degree of human contacts and personalized services in
their consumption experiences. It explains why the industry is always in high demand for
labor and is willing to spent time and resources in training and recruiting potential candidates
to join the workforce of the hospitality industry.

Goal of Hospitality Industry:

The goal of the hospitality industry is to provide customers with an enjoyable experience. Whether
that enjoyment comes from eating a good meal, relaxing in a luxurious spa, or getting a good night’s
rest away from home, making sure each individual guest is taken care of is paramount.

Key components of the hospitality industry include:

1. Accommodation: This sector includes hotels, motels, hostels, and vacation rentals, which offer
a place for travelers to stay while away from home.
2. Food and Beverage: Restaurants, cafes, bars, and catering services provide food and drink
options, from fine dining to casual meals.
3. Travel and Tourism: Travel agencies, tour operators, and transportation services help travelers
plan and reach their destinations.
4. Entertainment and Recreation: Theme parks, casinos, spas, and recreational facilities offer
leisure activities for guests.
5. Event Planning: This involves organizing and hosting events such as conferences, weddings,
and meetings.
6. Customer Service: Exceptional customer service is a core element of the industry, ensuring
guests have a positive experience.
The hospitality industry thrives on customer satisfaction, and businesses within it aim to provide top-
notch service, personalized experiences, and a welcoming atmosphere. It plays a crucial role in local
economies, job creation, and tourism. This industry has evolved with technological advancements and
changing consumer preferences, making it an exciting and ever-evolving field to work in.
4

CAREERS:

1. Variety of Career Choices

Due to the booming development of the hospitality and tourism industry, many new hotels and
restaurants are opened for catering the needs of both the visitors and locals. It facilitates a huge
demand of labor in the market, especially in some developing countries. Career choices are not
limited to Hong Kong but other countries offered by international chains. And the job natures are
broad, ranging from different back-of-the-house to front-of-the-house positions in the hospitality
industry.

Acomodation sector Food Service Sector Other related sector

Front desk receptionist Waiter / waitress Tour guide

• Room attendant • Host / hostess • Tour escort
• Telephone operator • Cashier • Travel agent
• Reservation • Food runner/Busser • Theme park crew
• Concierge • Bartender • Event sales
• Bellman/Doorman • Apprentice • Other “customer service”
• Business center • Commis positions
associate • Banquet server

2) Opportunities to Meet People with Different Backgrounds

As mentioned earlier that the success of a hospitality service highly depends on the human
contact between staff and customers. Having a chance to work in the industry, particularly in some
front line positions means that there would be many opportunities for one to meet and communicate
with people with different backgrounds and cultures. For example, a hotel receptionist can perceive
his/her position as a tourist ambassador, which can be enjoyable and challenging. The job satisfaction
through winning customers’ smiles, as well as its’ interactive nature make hospitality industry
attractive to youngsters with an out-going character
5

COMPANIES:
1. TAJ GROUP OF
HOTELS: ABOUT:

Jamsetji Nusserwanji Tata, the founder of the Tata Group, opened the Taj Mahal Palace, the
first Taj property and hotel, in Mumbai on December 16, 1903. The hotel's opening had
various anecdotal reasons, including a response to racial discrimination at another Mumbai
hotel and a desire to improve Bombay. The Taj Group expanded its hotel chain over the
years, converting royal palaces into luxury hotels, opening international properties like the
Taj Sheba Hotel in Yemen and The Pierre in New York City, and establishing a presence in
major Indian cities. In 2022, the Taj Hotel group added Taj Exotica Resort & Spa, The Palm,
Dubai, to its portfolio.

Taj Hotels is a subsidiary of the Indian Hotels Company Limited and operates in the
hospitality industry. It was founded in 1902 by Jamsetji Tata and is headquartered in Mumbai,
Maharashtra, India. Taj Hotels has over 200 hotel locations worldwide, offering hotels and
resorts services. The key leadership includes Natarajan Chandrasekaran as Chairman and
Puneet Chhatwal as the Managing Director and CEO.

Ten hotels of the Taj Group are members of the Leading Hotels of the World. Two hotels of
the Taj Group, namely Rambagh Palace in Jaipur and the Taj Mahal Palace Hotel in
Mumbai, were ranked in 2013 by Condé Nast Traveler among its "Top 100 Hotels and
Resorts in the World". Condé Nast Traveler also ranked the Taj Mahal Palace in Mumbai as
number 13 on its list of "Gold Standard Hotels" in 2014

CAREERS:
Hotel manager
Job Description:
a) Managing budgets
b) Handling customer complaints and queries
c) Maintaining statistical and financial records
d) Ensuring compliance with laws and regulations
e) Greet and register guests
f) Supervise any maintenance work and renovations
g) Marketing and promoting the hotel

Job Specification:
a) Proven experience as a General Manager or similar executive role
b) Experience in planning and budgeting
c) Knowledge of business process and functions (finance, HR, procurement, operations etc.)
d) Strong analytical ability
e) Excellent communication skills
6

f) Outstanding organizational and leadership skills

g) Problem-solving aptitude
h) BSc/BA in Business or relevant field; MSc/MA is a plus

Guest Service
Quality assurance Customer service training specialist
Guest Service
Job Description:
a) Greet guests and check them in and out of the hotel
b) Handle guest requests and concerns in a timely and efficient manner
c) Provide guests with information about the hotel and the surrounding area
d) Assist guests with their luggage and other needs
e) Maintain a clean and organized guest services desk
f) Work closely with other hotel departments to ensure that guests have a positive experience

Job Specification:
a. The Guest Service Associate must be able to stand and walk for long periods of time
b. The Guest Service Associate must be able to lift and carry up to 50 pounds
c. The Guest Service Associate must be able to work a variety of shifts, including weekends
and holidays
d. *High school diploma or equivalent
e. One year of experience in a customer service role
f. Excellent communication and interpersonal skills
g. Ability to work independently and as part of a team
h. Strong organizational and time management skills
i. Ability to work under pressure and meet deadlines
j. Knowledge of hotel operations and procedures

Quality assurance
Job Description:

Contributes in creating departmental goals and strategies and ensure alignment with the hotel business
strategy.
Ensures need-based requisitions of guest supplies that are made as per occupancy forecast.
Manages and allocates resources to optimize cost in line with targets and conducts periodic reviews.
Maintains good relationship with partner vendors and actively involve them in new product
development and quality assurance.
Sources best products constantly and aims to improve quality by developing purchase specifications
for products
7

Conducts regular manager and departmental staff meetings to ensure an effective two-way
communication process is followed.
Inspects all Guest Floor areas regularly to note and immediately rectify operational flaws if any.
Ensures the upkeep, cleanliness and appearance of the hotel is maintained at all time according to the
brand standards.
Plans the cleaning schedule for the guest rooms and public area.
Plans and schedules the pest control functions, horticulture activities and laundry function in the hotel
and reviews the performance of outsourced vendors.
Refers to guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to
continually improve guest satisfaction results.
Reviews arrival list every day and ensures that the team understands the guest preferences of repeat
guests, VIPs, Inner-circle and Chambers Members are communicated and delivered by the concerned
departments.
Maintains regular contact with corporate and individual guests, and builds strong relationships with
them.
Address the customer complaint stratification periodically to identify areas of improvement and
implement changes in product or processes.
Reviews audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes
corrective measures to ensure full compliance.
Prepares the internal audit checklists as per the IHCL Safety Guidelines adheres to all departmental
legal compliances.
Identifies risks and develops HIRA (Hazard Identification and Risk Assessment).
Contributes in creating departmental goals and strategies and ensure alignment with the hotel business
strategy.
Ensures need-based requisitions of guest supplies that are made as per occupancy forecast.
Manages and allocates resources to optimize cost in line with targets and conducts periodic reviews.
Maintains good relationship with partner vendors and actively involve them in new product
development and quality assurance.
Sources best products constantly and aims to improve quality by developing purchase specifications
for products
Conducts regular manager and departmental staff meetings to ensure an effective two-way
communication process is followed.
Inspects all Guest Floor areas regularly to note and immediately rectify operational flaws if any.
Ensures the upkeep, cleanliness and appearance of the hotel is maintained at all time according to the
brand standards.
Plans the cleaning schedule for the guest rooms and public area.
8

Plans and schedules the pest control functions, horticulture activities and laundry function in the hotel
and reviews the performance of outsourced vendors.
Refers to guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to
continually improve guest satisfaction results.
Reviews arrival list every day and ensures that the team understands the guest preferences of repeat
guests, VIPs, Inner-circle and Chambers Members are communicated and delivered by the concerned
departments.
Maintains regular contact with corporate and individual guests, and builds strong relationships with
them.
Address the customer complaint stratification periodically to identify areas of improvement and
implement changes in product or processes.
Reviews audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes
corrective measure.

Job Specification:
Manager Internal Audit, Manager Quality Assurance,Horticulture,Social media,Risk
assessment,Hazard identification,Business strategy,New product development,Operations

Customer service training specialist

Job Description:

a) Extend and ensure warm and courteous service to all the guests.,
b) Be informed on the daily room position.
c) Have detailed information regarding arrivals, their room requirements and
expected departures of the day.
d) Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers
and beverages, etc., in consultation with the Duty Manager.
e) Greet all guests and address them by name whenever you see him/her and ensure all
required details like date of departure, address and mode of payment, etc., are filled-
in properly on the registration card.
f) Ensure good ready room according to guest preferences is allotted to the guest and
ensure the registration card with the correct rate is given to all guests during check-in.
g) Ensure that every guest has a smooth and quick check-in.
h) Ensure all the complaints from the guests are handled delicately and informed to the
Duty Manager.
i) Cross check Housekeeping occupancy report and inform the Duty Manager
about discrepancies.
j) Feed in the data collected from the guest through the registration card/business card, on
to the Computer and update guest profiles on a regular basis.
k) Sell higher priced rooms to the guest by skillful salesmanship (upselling).
9

l) Handle scanty baggage guests very carefully and keep the Bell Desk, Housekeeping
and Security departments informed about any suspicious incidents.
m) Know the Hotel and the City so well that you do not have to say I DO NOT KNOW .
n) Ensure that all guest/internal correspondence is filed and maintained systematically.
o) Ensure all messages are transmitted in time and also that messages are sent to the
guests with regard to any requests from them.
p) Answer all incoming calls for guests in their absence and convey/record all messages.
q) Handle all guest mail, parcels, telegrams as per laid down procedures.
r) Always be ready to answer queries on the Hotel and places of tourist interest.
s) Keep information aids like time tables, road maps, Hotel guide, etc., handy for guest usage.
t) Ensure that the log book is read and signed every day before the shifts.
u) Assist in implementing T.B.E.M processes.
v) Enabling and adherence of the principles and work practices detailed under HACCP System
in the department viz., Food Safety, Hygiene and Cleanliness, Health, Storage etc as
applicable to the area of your work place.

Job Specification:
Customer Service Training Specialist at the Taj Group of Hotels typically requires experience in
hospitality, excellent communication skills, and the ability to develop and deliver training programs
focused on customer service, among other responsibilities. T

 HR Associate
HR specialist HR executive HR Manager HR director

HR Associate
Job Description:
Managing the recruitment and onboarding of new employees
a. Handling employee relations issues and grievances
b. Administering employee benefits and payroll
c. Conducting performance reviews and disciplinary proceedings
d. Developing and implementing training and development programs
e. Ensuring compliance with all relevant HR laws and regulations

Job Specification:
A bachelor's degree in Human Resources Management or a related field
a. At least 2 years of experience in a HR role
b. Strong knowledge of HR policies and procedures
c. Excellent communication and interpersonal skills
d. The ability to work independently and as part of a team
e. Proficiency in Microsoft Office Suite
f. Experience in the hospitality industry
g. Experience with recruiting and onboarding
h. Experience with employee relations
10

i. Experience with payroll and benefits administration

j. Experience with performance management
k. Experience with training and development
l. Knowledge of HR compliance

HR specialist
Job Description:
a) Develop and implement HR strategies and programs to support the Taj Group's business goals
b) Recruit, hire, and onboard new employees
c) Conduct performance appraisals and provide feedback to employees
d) Manage employee benefits and compensation programs
e) Investigate and resolve employee grievances
f) Maintain and update employee records
g) Ensure compliance with all applicable labor and employment laws and regulations

Job Specification:
h) Bachelor's degree in Human Resources or a related field
i) 3+ years of experience in a human resources role
j) Strong understanding of HR best practices and principles
k) Experience working in a fast-paced hospitality environment
l) Excellent communication and interpersonal skills
m) Ability to work independently and as part of a team

HR executive
Job Description:
a) The Taj Group of Hotels is looking for a highly motivated and experienced HR Executive to
join its team. The ideal candidate will have a strong understanding of HR best practices and a
proven track record of success in a hospitality setting.
b) Assist with the full cycle of employee recruitment, from sourcing and screening candidates
to conducting interviews and making hiring decisions
c) Onboard new employees and provide them with the necessary training and resources
to succeed
d) Manage employee relations and resolve any disputes that may arise
e) Develop and implement HR policies and procedures
f) Conduct performance appraisals and provide feedback to employees
g) Administer employee benefits and compensation programs
h) Maintain employee records and ensure compliance with all applicable laws and regulations
11

Job Specification:

a. Bachelor's degree in Human Resources Management or a related field

b. 2+ years of experience in an HR role, preferably in the hospitality industry
c. Strong knowledge of HR best practices and policies
d. Excellent communication and interpersonal skills
e. Ability to work independently and as part of a team

HR Manager
Job Description:
a. The HR Manager is responsible for the overall management and leadership of the Human
Resources department at the Taj Group of Hotels. This includes developing and implementing
HR strategies and initiatives aligned with the overall business strategy, managing the
recruitment and selection process, overseeing employee relations and performance
management, and ensuring compliance with all applicable labor laws and regulations.
b. Develop and implement HR strategies and initiatives aligned with the overall
business strategy
c. Manage the recruitment and selection process for all positions
d. Oversee employee relations and performance management
e. Ensure compliance with all applicable labor laws and regulations
f. Manage the HR budget and resources
g. Develop and implement training and development programs
h. Provide support and guidance to managers and employees on HR matters
i. Build and maintain a positive and productive work environment

Job Specification:
a. Bachelor's degree in Human Resources or a related field
b. 5+ years of experience in a human resources management role
c. Strong understanding of HR principles and practices
d. Experience with HRIS systems
e. Excellent communication and interpersonal skills
f. Ability to work independently and as part of a team

HR director
Job Description:
a. The HR Director is responsible for leading the strategic and operational aspects of the Human
Resources function for Taj Hotels Resorts and Palaces. This includes developing and
implementing HR policies and procedures, overseeing employee recruitment and
development, managing employee relations, and ensuring compliance with all applicable
labor laws and regulations.
b. Develop and implement HR strategies and policies that align with the overall business goals
of the company.
12

c. Lead and manage a team of HR professionals responsible for all aspects of the HR function,
including recruitment, employee development, performance management, compensation and
benefits, and employee relations.
d. Oversee the recruitment and selection process for all new hires, ensuring that the company
hires the most qualified and talented individuals.
e. Develop and implement employee development programs to ensure that employees have the
skills and knowledge they need to be successful in their roles.
f. Manage employee performance and provide feedback and coaching to help employees
achieve their goals.
g. Administer the company's compensation and benefits programs, ensuring that they are
competitive and meet the needs of employees.
h. Manage employee relations and resolve any disputes or grievances that may arise.
i. Ensure compliance with all applicable labor laws and regulations.

Job Specification:
a. Bachelor's degree in Human Resources Management or a related field.
b. Master's degree in Human Resources Management is preferred.
c. 10+ years of experience in a senior HR role, preferably in the hospitality industry.
d. Strong knowledge of HR best practices and trends.
e. Excellent leadership and management skills.
f. Ability to build and maintain relationships at all levels of the organization.
g. Excellent communication and interpersonal skills.

Assistant Manager
District manager General sales manager
Assistant Manage
Job Description:
Assist the Hotel Manager in developing and implementing departmental policies and procedures
Oversee the day-to-day operations of the department, ensuring that all standards are met Manage and
motivate staff, providing training and development as needed Monitor and track key performance
indicators, and identify and implement areas for improvement Handle guest complaints and resolve
issues in a timely and efficient manner Work closely with other departments to ensure a seamless
guest experience

Job Specification:
Education: Bachelor's degree in Hospitality Management, Tourism, or a related field Experience: 2-4
years of experience in a hotel management role Skills:
Strong leadership and management skills Excellent communication and interpersonal skills Ability to
multitask and work under pressure Knowledge of hotel operations and procedures Ability to use hotel
management software Ability to handle guest complaints and resolve issues in a timely and efficient
mannerist be able to work flexible hours, including evenings, weekends, and holidays
Must be able to stand and walk for long periods of time Must be able to lift and carry up to 50 pounds
13

District manager
Job Description:
a. District Manager is responsible for the overall performance and profitability of a group of
Taj hotels in a specific district. This includes overseeing the day-to-day operations of the
hotels,
ensuring that they meet the high standards of the Taj brand, and developing and implementing
strategies to grow revenue and market share.
b. *Oversee the day-to-day operations of the hotels in the district, including sales, marketing,
revenue management, food and beverage, and guest services.
c. Ensure that the hotels meet the high standards of the Taj brand, including in terms of
guest service, quality, and cleanliness.
d. Develop and implement strategies to grow revenue and market share for the hotels in the
district.
e. Manage the budgets and expenses of the hotels in the district.
f. Recruit, train, and develop the hotel staff.
g. Represent the Taj brand to the public and to key stakeholders.

Job Specification:
a. Bachelor's degree in hotel management or a related field.
b. 10+ years of experience in the hotel industry, including in a management role.
c. Strong track record of success in growing revenue and market share.
d. Excellent leadership and communication skills.
e. Commitment to providing exceptional customer service.

General sales manager

Job Description:
a) The General Sales Manager is responsible for developing and executing sales and
marketing strategies to achieve the hotel's revenue goals. They will oversee a team of sales
representatives, manage the hotel's sales budget, and track and analyze sales performance.
The General Sales Manager will also work closely with other departments within the hotel to
ensure that the hotel is providing a superior guest experience.
b) Develop and implement sales and marketing strategies to achieve the hotel's revenue goals
c) Manage a team of sales representatives and assign territories and goals
d) Track and analyze sales performance and make adjustments to strategies as needed
e) Work closely with other departments within the hotel to ensure that the hotel is providing
a superior guest experience
f) Build and maintain relationships with key customers
g) Develop and manage the hotel's sales budget
h) Represent the hotel at industry events and trade shows
14

Job Specification:
a. Bachelor's degree in hospitality management, business administration, or a related field
b. 5+ years of experience in hotel sales, with at least 2 years in a management role
c. Strong leadership and communication skills
d. Ability to develop and motivate a sales team
e. Excellent analytical and problem-solving skills
f. Experience with hotel sales software and CRM systems

Front Office intern

Front Office operation specialist ------ receptionist- - - -Front Desk
executive-----------Front Desk Manager
Front Office intern
Job Description:
a. Greeting and welcoming guests upon arrival
b. Checking guests in and out
c. Managing reservations
d. Answering guest inquiries and providing information about the hotel and its amenities
e. Processing payments
f. Resolving guest complaints
g. Maintaining the front desk area

Job Specification:
a. Enrolled in a hospitality program at an accredited university
b. Excellent customer service skills
c. Ability to work independently and as part of a team
d. Strong communication and interpersonal skills
e. Ability to multitask and handle pressure
f. Proficiency in Microsoft Office Suite

Front Office operation specialist

Job Description:

a) The Front Office Operation Specialist is responsible for the day-to-day operations of the
front office, ensuring that guests receive a warm, welcoming, and efficient experience. This
includes overseeing check-in and check-out procedures, managing reservations, and
handling guest inquiries and requests. The Front Office Operation Specialist also works
closely with
other departments, such as Housekeeping, Food and Beverage, and Sales, to ensure that
guests have a seamless and enjoyable stay.
b) Oversee the day-to-day operations of the front desk, including check-in and check-
out procedures, room assignments, and key management.
15

c) Manage reservations, including taking and confirming reservations, making changes

to reservations, and canceling reservations.
d) Handle guest inquiries and requests in a prompt and professional manner, striving to
achieve guest satisfaction and loyalty.
e) Collaborate with other departments, such as Housekeeping, Food and Beverage, and
Sales, to ensure that guests have a seamless and enjoyable stay.
f) Monitor front office operations, including occupancy levels, room availability, and
reservation management, and make proactive recommendations to optimize room revenue
and occupancy rates.
g) Assist in developing and implementing front office procedures, standards, and policies,
ensuring adherence to Taj Group standards and delivering a consistent and exceptional
guest experience.
h) Stay updated on industry trends, new technologies, and best practices in front office
operations, actively seeking opportunities for process improvements and enhancing
the guest experience.

Job Specification:
a) Bachelor's degree in Hospitality Management, Tourism, or a related field.
b) 2-3 years of experience in front office operations, preferably in a luxury hotel.
c) Excellent customer service and communication skills.
d) Ability to work independently and as part of a team.
e) Strong organizational and time management skills.
f) Proficiency in Microsoft Office Suite.
g) Experience with hotel reservation systems.
h) Experience with hotel property management systems.
i) Experience with travel industry software.
j) Knowledge of multiple languages.

Receptionist
Job Description:
a) The Receptionist is the first point of contact for all guests at a Taj hotel. In this role, you
will be responsible for greeting and checking in guests, managing reservations, providing
information about the hotel and its amenities, and handling guest requests. You will also be
responsible for general administrative tasks such as filing, photocopying, and answering
phones.
b) Greet and check in guests
c) Manage reservations
d) Provide information about the hotel and its amenities
e) Handle guest requests
f) Answer phones and direct calls
g) Process payments and issue receipts
h) Maintain guest records
i) Complete administrative tasks such as filing, photocopying, and typing
16

Job Specification:
a. High school diploma or equivalent required
b. 1-2 years of experience working as a receptionist or in a similar customer service
role preferred
c. Excellent communication and interpersonal skills
d. Ability to work well under pressure and multitask effectively
e. Strong organizational and time management skills
f. Computer proficiency required
g. Knowledge of hotel operations and procedures preferred

Front Desk executive

Job Description:
a. The Taj Group of Hotels is looking for a highly motivated and customer-focused Front
Desk Executive to join our team. As a Front Desk Executive, you will be the first point of
contact for our guests and responsible for providing them with a warm and welcoming
experience.
You will also be responsible for a variety of administrative tasks, such as handling
reservations, managing guest accounts, and coordinating with other departments to ensure that
our guests have a memorable stay.
b. Greet guests upon arrival and check them in and out of the hotel
c. Handle reservations and guest accounts
d. Provide information about the hotel and its amenities
e. Coordinate with other departments to ensure that guests have a memorable stay
f. Respond to guest requests and complaints in a timely and professional manner
g. Maintain a clean and organized front desk area

Job Specification:
a. High school diploma or equivalent
b. Minimum of 1 year of experience in a front desk role
c. Excellent customer service skills
d. Strong communication and interpersonal skills
e. Ability to work independently and as part of a team
f. Proficiency in Microsoft Office Suite
g. Preferred Qualifications:
h. Experience in the hospitality industry
i. Experience with hotel reservation systems
j. Knowledge of foreign languages (a plus)
17

Front Desk Manager

Job Description:
a. The Front Desk Manager is responsible for the overall operations of the front desk, including
check-in/check-out, reservations, guest services, and concierge. They are responsible for
leading and motivating a team of front desk agents to provide exceptional customer service to
all guests.
b. Oversee all aspects of front desk operations, including check-in/check-out, reservations, guest
services, and concierge
c. Ensure that all guests are greeted and welcomed in a warm and friendly manner
d. Handle guest complaints and inquiries promptly and professionally
e. Manage front desk staff and ensure that they are properly trained and equipped to
provide excellent customer service
f. Monitor front desk performance and identify areas for improvement
g. Collaborate with other departments, such as housekeeping, sales, and food and beverage,
to ensure a smooth and seamless guest experience
h. Stay up-to-date on industry trends and best practices

Job Specification:
a. Bachelor's degree in hospitality management or a related field
b. 3+ years of experience in a front desk management role
c. Strong customer service and leadership skills
d. Excellent communication and interpersonal skills
e. Ability to work independently and as part of a team
f. Ability to handle multiple tasks simultaneously and work under pressure
g. Proficiency in Microsoft Office Suite
h. *Experience working with a hotel management system (PMS)
i. Experience working with a luxury hotel brand
j. Experience working with international guests
k. Fluency in multiple languages

CA Fresher
Job
Description:
a. The Taj Group of Hotels is looking for a qualified and motivated CA
Fresher to join our team. The ideal candidate will be responsible for a
variety of
accounting tasks, including:
b. Maintaining accurate financial records
c. Preparing and analyzing financial statements
d. Conducting audits and reconciling accounts
e. Assisting with tax preparation and compliance
f. Providing financial support to other departments
18

Job Specification:
a) Bachelor of Commerce (B.Com) degree from a recognized university
b) Chartered Accountant (CA) certification from the Institute of Chartered Accountants of
India (ICAI)
c) Excellent analytical and numerical skills
d) Strong attention to detail and accuracy
e) Ability to work independently and as part of a team
f) Proficiency in MS Office Suite
g) Preference will be given to candidates with experience in the hotel industry
h) Good communication and interpersonal skills

Waiter/Waitress
Head Waiter--------- kitchen manager---------stock purchaser

Waiter/Waitress
Job Description:
Waiter/waitresses at the Taj Group of Hotels provide excellent customer service to guests by greeting
and escorting them to their tables, taking orders, serving food and drinks, and handling payments.
They must be able to work quickly and efficiently in a fast-paced environment and have strong
communication and interpersonal skills.

Job Specification:
Waiter or Waitress at Taj Group of Hotels
Education and Experience: High school diploma or equivalent required. One year of experience in a
restaurant setting preferred. Skills and Abilities:
Excellent customer service skills Ability to work quickly and efficiently in a fast-paced environment
Ability to multitask and handle multiple tables at once Strong communication and interpersonal skills
Knowledge of food and beverage serviceability to use point-of-sale (POS) systems Physical
Requirements:
Ability to stand for long periods of time Ability to lift and carry trays of food and drinks
Additional Information:
Waiters and waitresses at the Taj Group of Hotels must be able to work evenings and weekends. They
must also be able to dress professionally and adhere to the hotel's uniform policy.
19

Head Waiter
Job Description:
a. The Head Waiter is responsible for providing exceptional customer service and ensuring the
smooth operation of the restaurant or dining room. The ideal candidate will have a strong
understanding of food and beverage service, as well as the ability to lead and motivate a team.
b. Greet and seat guests
c. Take food and beverage orders
d. Serve food and beverages
e. Ensure that guests have a positive dining experience
f. Supervise and train wait staff
g. Maintain a clean and orderly dining room
h. Assist with restaurant management tasks

Job Specification:
a. 3+ years of experience working as a waiter or waitress in a fine dining restaurant
b. Excellent customer service and communication skills
c. Strong knowledge of food and beverage service
d. Ability to lead and motivate a team
e. Ability to work independently and as part of a team
f. Excellent organizational and time management skills
g. Attention to detail and accuracy
h. Must be able to stand for long periods of time
i. Must be able to lift and carry heavy objects
j. Must be able to work flexible hours, including evenings and weekends

Kitchen manager
Job Description:

The Kitchen Manager is responsible for the overall operation of the kitchen, including food
preparation, cooking, and service. They oversee a team of kitchen staff and ensure that all food is
prepared to the highest standards of quality, safety, and presentation. The Kitchen Manager also
works closely with the Executive Chef to develop and implement new menus and recipes.

a) Oversee all aspects of kitchen operations, including food preparation, cooking, and service
b) Develop and implement kitchen policies and procedures
c) Hire, train, and manage kitchen staff
d) Ensure that all food is prepared and cooked to the highest standards of quality, safety,
and presentation
e) Work with the Executive Chef to develop and implement new menus and recipes
f) Control kitchen costs and inventory
g) Maintain a clean and sanitary kitchen environment
h) Comply with all food safety regulations
20

Job Specification:
a. 5+ years of experience in a kitchen management role
b. Strong knowledge of food preparation, cooking, and service techniques
c. Excellent leadership and communication skills
d. Ability to work independently and as part of a team
e. Commitment to food safety and quality

Stock purchaser
Job Description:
a) The Stock Purchaser is responsible for procuring food and beverage supplies for the Taj
Group of Hotels. This includes sourcing and negotiating contracts with suppliers, ensuring
the quality and freshness of all products, and maintaining an adequate inventory of all
supplies.
b) *Develop and maintain relationships with suppliers
c) Negotiate and manage contracts with suppliers
d) Place orders for food and beverage supplies
e) Monitor inventory levels and ensure that all supplies are adequately stocked
f) Inspect deliveries for quality and freshness
g) Resolve any issues with suppliers or deliveries
h) Work with the Food and Beverage Manager to develop and implement food and
beverage procurement strategies
Job Specification:
a) Bachelor's degree in Business Administration, Hospitality Management, or a related field
b) 3+ years of experience in food and beverage procurement
c) Excellent knowledge of food and beverage products and suppliers
d) Strong negotiation and relationship-building skills
e) Ability to work independently and as part of a team
f) Excellent communication and interpersonal skills
g) Proficiency in Microsoft Office Suite

Reservation Officer
Job Description:
a. The Reservation Officer is responsible for handling customer inquiries, making
reservations, and providing information about the Taj Group of Hotels' products and
services. The ideal candidate will have excellent customer service skills, be
proficient in using hotel reservation systems, and have a strong knowledge of the Taj
Group of Hotels.
b. Respond to customer inquiries regarding hotel rates, availability, and amenities
c. Make reservations for customers over the phone, email, and in person
d. Process payments and send confirmation details to customers
e. Provide information about the Taj Group of Hotels' products and services,
including special offers and promotions
f. Upsell and cross-sell additional products and services to customers
g. Assist with group bookings and meeting/event planning
21

h. Resolve customer issues and complaints

i. Maintain accurate and up-to-date reservation records

Job Specification:
a. High school diploma or equivalent
b. 1+ years of experience in a hotel reservation or customer service role
c. Excellent customer service skills
d. Proficient in using hotel reservation systems
e. Strong knowledge of the Taj Group of Hotels' products and services
f. Ability to work independently and as part of a team
g. Excellent communication and interpersonal skills
h. *Bachelor's degree in hospitality management or a related field
i. Experience with travel agency booking systems
j. Experience with upselling and cross-selling
k. Experience with group bookings and meeting/event planning

L&D Specialist
L&D Team Lead---------L &D Manager

L&D Specialist
Job Description:
Design, develop, and deliver training programs for all levels of staff Work with departmental
managers to identify training needs and develop programs that are tailored to the specific needs of the
business Develop and implement the company's overall learning and development strategy Evaluate
the effectiveness of training programs and make necessary adjustments Keep up-to-date on the latest
trends and best practices in learning and development Provide support and guidance to staff on their
learning and development needs Collaborate with other departments to ensure that training programs
are aligned with the company's overall goals and objectives

Job Specification:
Essential Qualifications
Bachelor's degree in Human Resources, Organizational Development, or a related field3+ years of
experience in a learning and development role Strong instructional design skills Experience with
developing and delivering training programs to a variety of audiences Excellent communication and
interpersonal skills Ability to work independently and as part of a team
Preferred Qualifications
Master's degree in Human Resources, Organizational Development, or a related field Experience in
the hospitality industry Experience with developing and delivering training programs using e-learning
and other technology-based platforms.
22

L&D Team Lead

Job Description:

a. The L&D Team Lead is responsible for developing and executing learning and development
programs for employees at Taj Group of Hotels. They will work closely with the L&D team
to create and deliver programs that meet the needs of the business and its employees. The
Team Lead will also be responsible for managing the team's budget and resources, and for
measuring and reporting on the success of the L&D programs.
b. Develop and execute learning and development programs for employees at Taj Group
of Hotels
c. Work closely with the L&D team to create and deliver programs that meet the needs of
the business and its employees
d. Manage the team's budget and resources
e. Measure and report on the success of the L&D programs
f. Provide coaching and mentorship to team members
g. Stay up-to-date on the latest trends and best practices in learning and development

Job Specification:
a. Bachelor's degree in Human Resources, Learning and Development, or a related field
b. 5+ years of experience in learning and development, preferably in the hospitality industry
c. Experience in developing and delivering training programs
d. Experience in managing a team and budget
e. Strong analytical and problem-solving skills
f. Excellent communication and interpersonal skills

L &D Manager
Job Description:
The Learning and Development (L&D) Manager is responsible for developing and implementing
learning strategies and programs for the Taj Group of Hotels. This includes assessing individual
and organizational development needs, designing and delivering training programs, and
evaluating the effectiveness of learning initiatives. The L&D Manager also works closely with
managers to develop their team members through career pathing and coaching.
Develop and implement learning strategies and programs aligned with the Taj Group of Hotels'
business goals.
Assess individual and organizational development needs.
Design and deliver training programs on a variety of topics, including hospitality skills, leadership
development, and customer service.
Evaluate the effectiveness of learning initiatives and make necessary adjustments.
Work closely with managers to develop their team members through career pathing and coaching.
Manage the L&D budget and track expenses.
Stay up-to-date on the latest learning trends and technologies.
23

Job Specification:
a) Bachelor's degree in Human Resources, Organizational Development, or a related field.
b) 5+ years of experience in a learning and development role.
c) Strong knowledge of learning theory and instructional design principles.
d) Experience with developing and delivering training programs on a variety of topics.
e) Experience with evaluating the effectiveness of learning initiatives.
f) Experience with managing budgets and tracking expenses.
g) Excellent communication, interpersonal, and presentation skills.
h) Ability to work independently and as part of a team.
i) *Master's degree in Human Resources, Organizational Development, or a related field.
j) Experience working in the hospitality industry.
k) Experience with learning management systems (LMS) and other e-learning technologies.
l) Experience with coaching and mentoring employees.

Spa Receptionist
Senior Assistant------personal Assistant---------Manager

Spa Receptionist
Job Description:
a) The Spa Receptionist is responsible for the smooth operation of the spa's front desk,
including greeting and assisting guests, booking appointments, handling payments, and
providing information about the spa's services and facilities. The Spa Receptionist must be
able to provide excellent customer service and maintain a high level of professionalism at all
times.
b) Greet and assist guests
c) Handle payments Provide information about the spa's services and facilities Process
guest check-in and check-out Maintain the spa's front desk area and ensure that it is
clean and organized Assist with other spa-related tasks as needed Book appointments
Job Specification:
a) Education: High school diploma or equivalent required. Some college coursework in
hospitality or a related field is preferred.Experience: One to two years of experience in a
spa or hospitality setting is preferred.Skills: Excellent customer service skills,
communication skills, and organizational skills. Must be able to multitask and work
independently. Must be proficient in the use of Microsoft Office Suite

Senior Assistant
Job Description:
b) The Senior Spa Assistant is responsible for providing excellent customer service to spa
guests, assisting with spa treatments and services, and maintaining the spa
environment clean and tidy. The ideal candidate will have a passion for the spa industry
and a strong commitment to providing guests with a truly relaxing and rejuvenating
experience.
c) Greet guests and provide them with a tour of the spa
d) Assist guests with booking appointments and selecting treatments
e) Prepare treatment rooms and ensure that all supplies are available
f) Assist therapists with treatments and services
g) Maintain the spa environment clean and tidy
24

h) Provide excellent customer service and ensure that guests have a positive experience

Job Specification:
a) 2+ years of experience in a spa setting
b) Strong customer service skills
c) Ability to work independently and as part of a team
d) Excellent communication and interpersonal skills
e) Ability to multitask and manage time effectively
f) Knowledge of spa treatments and services
g) Attention to detail and accuracy
h) *Certification in spa therapy or a related field is a plus
i) Experience working with a variety of spa software and systems is a plus
j) Bilingual or multilingual skills are a plus

Personal Assistant
Job Description:
The Personal Spa Assistant provides personalized service to spa guests, ensuring that they have a
relaxing and enjoyable experience. This includes scheduling appointments, greeting guests,
preparing treatment rooms, and assisting therapists with treatments. The Personal Spa Assistant
also plays a key role in maintaining the spa's high standards of cleanliness and hygiene.
Schedule and confirm appointments with guests
Greet guests and provide them with a tour of the spa facilities
Prepare treatment rooms and ensure that they are clean and well-stocked
Assist therapists with treatments, such as providing towels, water, and other supplies
Maintain the spa's high standards of cleanliness and hygiene
Provide excellent customer service to all guests

Job Specification:
a) High school diploma or equivalent
b) 1-2 years of experience in a spa or customer service setting
c) Strong interpersonal and communication skills
d) Ability to work independently and as part of a team
e) Excellent organizational and time management skills
f) Knowledge of spa treatments and products is a plus

Manager
Job Description:
a) The Spa Manager is responsible for the overall management and operation of the spa at a
Taj Group of Hotels property. This includes overseeing all aspects of the spa business, from
staff hiring and training to treatment development and marketing. The Spa Manager is also
responsible for ensuring that the spa provides a luxurious and relaxing experience for all
guests.
b) Oversee the daily operations of the spa
c) Hire and train spa staff
d) Develop and implement treatment menus and pricing
e) Manage spa inventory and supplies
f) Develop and implement marketing and sales strategies
g) Track spa performance and identify areas for improvement
25

h) Ensure that the spa provides a high-quality guest experience

Job Specification:
a. Bachelor's degree in hospitality management, business administration, or a related field
b. 5+ years of experience in spa management, preferably at a luxury hotel
c. Strong leadership and team-building skills
d. Excellent customer service and communication skills
e. Ability to develop and implement marketing strategies
f. Knowledge of spa treatments and products
g. Ability to manage budgets and track expenses
h. Experience with spa software systems
i. Experience with retail product management
j. Knowledge of health and safety regulations governing spas

Concierge agent
Deputy head concierge--------- head concierge-------Front Office manager

Concierge agent
Job Description:
The Head Concierge is responsible for leading and managing the concierge team, providing
exceptional guest service, and anticipating and meeting the needs of guests. The Head Concierge is
the primary liaison between guests and the hotel, and is responsible for creating a memorable and
personalized experience for each guest.
a. Oversee the concierge team, including training, coaching, and performance management
b. Provide guests with information about attractions, facilities, services, and activities in
or outside the property
c. Make guest reservations for restaurants, theatre, and other forms of entertainment
d. Obtain necessary tickets and provides directions to facilities
e. Organize special functions as directed by management
f. Arrange secretarial and other office services
g. Coordinate guest requests for special services or equipment with the appropriate department
h. Ensure that all guest requests are fulfilled to the highest standard
i. Anticipate and meet the needs of guests, even before they are asked
j. Build and maintain relationships with guests and local businesses
k. Represent the hotel at industry events and social functions
Job Specification:
a. Minimum of 5 years of experience in a concierge role, preferably at a luxury hotel
b. Strong leadership and management skills
c. Excellent customer service and interpersonal skills
d. Ability to multitask and work under pressure
e. Knowledge of the local area and attractions
f. Ability to speak and write English fluently
26

g. Experience with hotel reservation systems and software

h. Experience with social media and online marketing
i. Bilingual or multilingual skills are a plus

Deputy head concierge

Job description
The Deputy Head Concierge is a key member of the concierge team, responsible for assisting the
Head Concierge in providing exceptional guest service and ensuring that all guest needs are met. This
position requires a strong understanding of the Four Seasons brand and values, as well as the ability
to anticipate and exceed guest expectations.
a. Assist the Head Concierge in managing the day-to-day operations of the concierge desk
b. Respond to and fulfill guest requests, including arranging dining reservations, transportation,
activities, and tours
c. Provide guests with information about the hotel, the local area, and Four Seasons services
d. Manage the concierge desk budget and inventory
e. Train and supervise other concierge team members
f. Assist the Head Concierge in developing and implementing new concierge programs
and services

Job Specification:
a) 3+ years of experience in a concierge role, preferably at a luxury hotel or resort
b) Strong knowledge of the Four Seasons brand and values
c) Excellent customer service and communication skills
d) Ability to anticipate and exceed guest expectations
e) Ability to work independently and as part of a team
f) Strong organizational and time management skills
g) Bilingual or multilingual skills preferred
h) *Must be able to stand for long periods of time and walk long distances
i) Must be able to lift up to 50 pounds
j) Must be able to work flexible hours, including evenings, weekends, and holidays

Head Concierge
Job Description:
a. The Head Concierge is responsible for leading and managing the concierge team, providing
exceptional guest service, and anticipating and meeting the needs of guests. The Head
Concierge is the primary liaison between guests and the hotel, and is responsible for
creating a memorable and personalized experience for each guest.
b. Oversee the concierge team, including training, coaching, and performance management
c. Provide guests with information about attractions, facilities, services, and activities in or
outside the property
d. Make guest reservations for restaurants, theatre, and other forms of entertainment
e. Obtain necessary tickets and provides directions to facilities
f. Organize special functions as directed by management
g. Arrange secretarial and other office services
h. Coordinate guest requests for special services or equipment with the appropriate department
27

i. Ensure that all guest requests are fulfilled to the highest standard
j. Anticipate and meet the needs of guests, even before they are asked
k. Build and maintain relationships with guests and local businesses
l. Represent the hotel at industry events and social functions.

Job Specification
a) Minimum of 5 years of experience in a concierge role, preferably at a luxury hotel
b) Strong leadership and management skills
c) Excellent customer service and interpersonal skills
d) Ability to multitask and work under pressure
e) Knowledge of the local area and attractions
f) Ability to speak and write English fluently
g) Experience with hotel reservation systems and software
h) Experience with social media and online marketing
i) Bilingual or multilingual skills are a plus

2. Four Seasons:

About:
Founded on March 21, 1961, by Isadore Sharp, the private hospitality industry giant, Four Seasons
Hotels and Resorts, has been a prominent player in the sector for over six decades. With its
headquarters in Toronto, Ontario, Canada, the company has established itself as a global presence
with 124 properties in 47 countries. Isadore Sharp continues to lead as the chairman, while
Alejandro Reynal serves as the CEO. In 2015, the company reported a revenue of US$4.3 billion. Four
Seasons Hotels and Resorts is owned by a consortium comprising Cascade Investment, Kingdom
Holding Company, and Triples Holding. As of 2018, the company employed approximately 45,000
people, reflecting its significant impact on the global hospitality industry.

CAREERS:
 Hotel associate manager
assistant manager------Deputy Manager----General Manager

1. Hotel Associate

Manager Job Description

a. Assist the hotel manager with all aspects of the hotel's operation
b. Supervise staff and ensure that they are meeting the hotel's standards
c. Manage budgets and financial planning
d. Implement marketing and sales strategies
e. Handle customer interactions and resolve any issues
28

f. Maintain compliance with laws and guidelines

Job Specification
a. 2-3 years of experience in a hotel management role
b. Excellent customer service and interpersonal skills
c. Strong leadership and organizational skills
d. Ability to work independently and as part of a team
e. Knowledge of hotel operations and procedures

Assistant Manager
Job Description:
The Assistant Manager is responsible for assisting the Hotel Manager in all aspects of hotel
operations, including guest services, housekeeping, food and beverage, and maintenance. The ideal
candidate will have a strong understanding of hotel operations, as well as excellent customer service
and leadership skills.
a) Assist the Hotel Manager in developing and implementing hotel policies and procedures
b) Oversee the day-to-day operations of the hotel, including guest services, housekeeping, food
and beverage, and maintenance
c) Ensure that all guests receive the highest level of service and hospitality
d) Supervise and train hotel staff
e) Manage hotel inventory and supplies
f) Prepare and manage hotel budgets
g) Resolve guest complaints and issues
h) Work with other hotel departments to ensure a seamless guest experience

Job Specifications:
a) Bachelor's degree in Hotel Management or a related field
b) 3+ years of experience in a hotel management role
c) Strong customer service and leadership skills
d) Excellent communication and interpersonal skills
e) Ability to work independently and as part of a team
f) Ability to manage multiple tasks and priorities simultaneously
g) Knowledge of hotel operations and software systems
h) Experience working at a luxury hotel
i) Experience with Four Seasons Hotels and Resorts
j) Bilingual or multilingual skills

Deputy Manager
Job Description:
a) The Deputy Manager is a senior-level position responsible for assisting the Hotel Manager
in the day-to-day operation of the hotel. This includes overseeing the performance of all
29

departments, ensuring that guests receive the highest level of service, and managing the
hotel's budget. The Deputy Manager is also responsible for deputizing for the Hotel Manager
in their absence.
b) Assist the Hotel Manager in overseeing the performance of all hotel departments, including
front desk, housekeeping, food and beverage, and engineering.
c) Ensure that guests receive the highest level of service, consistent with the Four Seasons
brand standards.
d) Manage the hotel's budget and ensure that financial targets are met.
e) Deputize for the Hotel Manager in their absence.
f) Other duties as assigned.

Job Specifications:
a) Bachelor's degree in hospitality management or a related field.
b) 5+ years of experience in hotel management, with at least 2 years in a supervisory role.
c) Strong leadership and management skills.
d) Excellent customer service and communication skills.
e) Ability to work independently and as part of a team.
f) Attention to detail and accuracy

General Manager
Job Description:
The General Manager is responsible for the overall success of a Four Seasons Hotel, including its
financial performance, guest satisfaction, and employee engagement. They lead a team of department
heads and oversee all aspects of the hotel's operations, from rooms and food and beverage to sales and
marketing to engineering. The General Manager is also responsible for representing the hotel to the
local community and industry stakeholders.
a) Develop and execute the hotel's strategic plan to achieve financial and operational goals.
b) Oversee all aspects of the hotel's operations, including rooms, food and beverage, sales
and marketing, engineering, and human resources.
c) Ensure that the hotel delivers a consistently high level of guest service and satisfaction.
d) Recruit, train, and develop a team of highly skilled and motivated employees.
e) Build and maintain relationships with key stakeholders, including hotel owners, local
government officials, and community leaders.

Job Specifications:
a) Bachelor's degree in hotel management or a related field.
b) 10+ years of experience in senior-level hotel management, including at least 5 years in
a general manager role.
c) Strong track record of success in achieving financial and operational goals.
d) Proven ability to lead and motivate a team of employees.
e) Excellent customer service and communication skills.
f) Ability to think strategically and make sound business decisions.
30

g) Experience with Four Seasons Hotels and Resorts or other luxury hotel brands is a plus.
h) Experience with international hotel operations is a plus.
i) Fluency in English and one or more additional languages is a plus.

 Hostess (lobby lounge)

Lead Hostess-------Front Office manager
2. Hostess (Lobby Lounge)

Job Description

a) Greet and welcome guests to the lobby lounge

b) Seat guests at tables or in the waiting area

c) Provide menus and answer questions about the food and beverage offerings
d) Take reservations and manage the waiting list

e) Coordinate with wait staff to ensure that guests are receiving prompt and attentive service
f) Handle customer inquiries and resolve any issues
g) Maintain a clean and organized lobby lounge

Job Specification

a) High school diploma or equivalent

b) At least one year of experience in a customer service role
c) Excellent customer service and interpersonal skills
d) Ability to work independently and as part of a team
e) Knowledge of food and beverage service is a plus

Lead Hostess
Job Description:
The Lead Hostess is responsible for the day-to-day operations of the host stand, including greeting
and seating guests, taking reservations, and managing the restaurant's waitlist. The ideal candidate
will have a strong understanding of Four Seasons' service standards and a passion for providing an
exceptional guest experience.
a) Greet and seat guests promptly and courteously, taking into account their preferences
and dietary restrictions.
b) Take and manage reservations, accurately entering all information into the system
and communicating any changes to the restaurant team.
c) Manage the restaurant's waitlist, keeping guests informed of their wait time and
seating them as soon as possible.
31

d) Oversee the host team, ensuring that they are providing excellent customer service
and adhering to all Four Seasons standards.
e) Assist with other restaurant operations as needed, such as taking food and beverage
orders, clearing tables, and resetting tables for new guests.

Job Specification:
a) 2+ years of experience as a hostess or in a similar customer service role.
b) Strong understanding of Four Seasons' service standards and commitment to providing
an exceptional guest experience.
c) Excellent communication and interpersonal skills.
d) Ability to work independently and as part of a team.
e) Ability to multitask and manage multiple priorities simultaneously.
f) Ability to stand for long periods of time and walk extended distances.
g) Experience working in a high-volume, fast-paced environment.
h) Knowledge of restaurant menus and wine lists.
i) Bilingual skills (English and a second language)

Front Office Manager

Job Description:
The Front Office Manager is responsible for the overall operation of the front office department,
including guest check-in and check-out, reservations, guest services, and concierge. The Front Office
Manager is also responsible for managing and developing the front office staff, and ensuring that they
provide the highest level of customer service to all guests.
a) Oversee the day-to-day operations of the front office department, including check-in
and check-out, reservations, guest services, and concierge
b) Manage and develop the front office staff, including hiring, training, scheduling,
and performance reviews
c) Ensure that the front office staff provides the highest level of customer service to all guests
d) Handle guest complaints and resolve issues in a timely and professional manner
e) Coordinate with other departments, such as housekeeping, maintenance, and food
and beverage, to ensure that guests have a seamless and enjoyable experience
f) Monitor and track front office metrics, such as guest satisfaction scores and revenue,
and identify areas for improvement
g) Develop and implement new procedures and policies to improve the efficiency
and effectiveness of the front office department

Job Specifications:
a) Bachelor's degree in hospitality management, business administration, or a related field
b) 5+ years of experience in a front office management role, preferably at a luxury hotel
c) Strong customer service and interpersonal skills
d) Excellent leadership and management skills
e) Ability to work independently and as part of a team
f) Proficiency in Microsoft Office Suite and hotel management software
32

Accounting generalist ( supervisory level)

Accounting manager ------Assistant controller------Chief financial officer

3. Accounting

Generalist Job

Description

a) Prepares and maintains financial records, including accounts payable, accounts receivable,
and general ledger
b) Reconciles bank statements and other financial accounts

c) Prepares financial reports and statements

d) Assists with audits and tax preparation

e) Performs other accounting tasks as assigned

Job Specification

a) Bachelor's degree in accounting or related field

b) 2+ years of experience in an accounting role

c) Strong analytical and problem-solving skills

d) Excellent communication and interpersonal skills

e) Proficiency in accounting software

Accounting Manager
Job Description:
The Accounting Manager is responsible for the day-to-day operations of the accounting department
and the preparation of accurate and timely financial reports. The ideal candidate will have a strong
understanding of accounting principles and procedures, as well as experience in managing and
overseeing a team of accountants.
a) Manage and oversee the daily operations of the accounting department
b) Prepare and analyze financial reports, including balance sheets, income statements, and
cash flow statements
c) Establish and maintain internal controls to safeguard assets and ensure compliance with
all applicable laws and regulations
d) Supervise and train a team of accountants
e) Work with the Assistant Director of Finance to develop and implement the hotel's budget
f) Assist with special projects, such as audits and tax preparation
33

Job Specifications:
a) Experience with accounting software, such as QuickBooks or SAP
b) Excellent communication and interpersonal skills
c) Experience in the hospitality industry
d) Certified Public Accountant (CPA) designation
e) Bilingual in English and another language
f) Education: Bachelor's degree in accounting or a related field
g) Experience: 5+ years of experience in accounting, including 2+ years in a supervisory role
h) Skills: Strong understanding of accounting principles and procedures, experience
with accounting software, excellent communication and interpersonal skills
i) Preferred Skills: Experience in the hospitality industry, Certified Public Accountant
(CPA) designation, bilingual in English and another language

Assistant controller
Job Description:
The Assistant Controller is a key member of the Finance team, responsible for assisting the Director
of Finance with all aspects of accounting and financial management. This includes preparing
financial statements, managing budgets and forecasts, developing and implementing internal controls,
and overseeing the work of the accounting team.
a) Prepare and publish timely monthly financial statements
b) Assist with the preparation of annual and quarterly financial reports
c) Manage and oversee the budgeting and forecasting process
d) Develop and implement internal controls and procedures
e) Oversee the work of the accounting team and provide guidance and support
f) Assist with the preparation of regulatory filings
g) Conduct research and analysis on technical accounting issues
h) Support the Director of Finance with special projects and initiatives

Job Specifications:

a) Bachelor's degree in accounting or a related field

b) 5+ years of experience in a hotel accounting role
c) Strong knowledge of accounting principles and procedures
d) Experience with financial reporting and analysis software
e) Excellent communication and interpersonal skills
f) Ability to work independently and as part of a team
g) Experience with the Four Seasons accounting system
h) Experience with budgeting and forecasting
i) Experience with internal controls and audits
j) CPA certification
34

Chief Financial Officer

Job Description:
The Chief Financial Officer (CFO) is a key member of the Four Seasons Hotel's executive leadership
team, responsible for overseeing all financial aspects of the hotel. The CFO will work closely with the
General Manager and other department heads to develop and implement strategies to achieve the
hotel's financial goals.
a) Develop and implement the hotel's financial strategy, including budgeting, forecasting,
and reporting.
b) Oversee the hotel's accounting and finance departments, ensuring that all financial
records are accurate and compliant with all applicable laws and regulations.
c) Manage the hotel's cash flow and financial risk.
d) Develop and maintain relationships with key financial stakeholders, including
investors, lenders, and creditors.
e) Provide financial advice and support to the General Manager and other department heads.
Job Specifications:
a) Bachelor's degree in accounting, finance, or a related field.
b) Master's degree in business administration (MBA) preferred.
c) 10+ years of experience in a senior financial role in the hospitality industry.
d) Strong financial acumen and analytical skills.
e) Excellent leadership and communication skills.
f) Ability to work independently and as part of a team.

Food and beverage manager

Restaurant manager-----General Manager

4. Food and Beverage

Manager Job Description

a) Oversees the planning, execution, and management of all food and beverage operations in a
hospitality establishment
b) Develops and implements menus

c) Manages food and beverage inventory and costs

d) Supervises and trains food and beverage staff

e) Ensures compliance with all applicable food safety and sanitation regulations
f) Provides excellent customer service
35

Job Specification

a) Bachelor's degree in hospitality management or a related field

b) 3+ years of experience in a food and beverage management role

c) Strong leadership and organizational skills

d) Excellent customer service and interpersonal skills

e) Knowledge of food and beverage operations and procedures

f) Ability to work independently and as part of a team

Restaurant Manager
Job Description:
The Restaurant Manager is responsible for the overall operation of the hotel's restaurant, ensuring that
guests receive a superior dining experience. This includes managing staff, overseeing food and
beverage service, and developing and implementing marketing and promotion strategies.
a) Oversee all aspects of restaurant operations, including food and beverage service,
staffing, and financial performance
b) Develop and implement marketing and promotion strategies to attract and retain guests
c) Hire, train, and supervise restaurant staff
d) Ensure that all food and beverage standards are met
e) Maintain a clean and safe dining environment
f) Resolve guest complaints and ensure that all guests have a positive dining experience
g) Prepare and maintain restaurant budgets and reports

Job Specifications:
a) 3+ years of experience in restaurant management
b) Strong knowledge of food and beverage service standards
c) Excellent customer service skills
d) Ability to lead and motivate a team
e) Strong organizational and time management skills
f) Ability to work independently and as part of a team
g) Experience working in a luxury hotel environment
h) Experience with food and beverage cost control
i) Experience with restaurant marketing and promotion
36

Food and Beverage General

Manager Job Description:

The Food and Beverage General Manager is responsible for the overall success of the hotel's food
and beverage operations. This includes overseeing all restaurants, bars, lounges, banqueting, room
service, and private bars. The ideal candidate will have a proven track record of success in managing
and leading high-performing teams, as well as a deep understanding of the food and beverage
industry.
a) Develop and implement strategic plans to achieve food and beverage revenue
and profitability goals.
b) Oversee all aspects of food and beverage operations, including menu development,
pricing, product quality, and service standards.
c) Manage and develop a team of food and beverage professionals, including hiring,
training, and performance evaluation.
d) Ensure that all food and beverage operations are in compliance with all applicable health
and safety regulations.
e) Build and maintain relationships with key suppliers and industry partners.
f) Provide excellent customer service to all guests.

Job Specifications:

a) Bachelor's degree in hospitality management, business administration, or a related field.

b) Minimum of 5 years of experience in food and beverage management, preferably in a luxury
hotel environment.
c) Strong leadership and communication skills.
d) Proven ability to manage and develop high-performing teams.
e) Deep understanding of the food and beverage industry, including trends, best practices,
and financial management.
f) Excellent customer service skills.
g) Experience with food and beverage computer systems.
h) Knowledge of wine and spirits.
i) Second language fluency (preferred).

Finance coordinator (general cashier)

Finance Manager ------payroll specialist-------Accountant

5. Finance coordinator
Job Description

a) Assists with the planning, budgeting, and forecasting of the company's finances
b) Maintains and analyzes financial records

c) Prepares financial reports and statements

37

d) Oversees accounts payable, accounts receivable, payroll, and bank reconciliations

e) Manages the company's cash flow

f) Provides financial information and analysis to management
g) Assists with audits and tax preparation

h) Performs other financial tasks as assigned

Job Specification

a) Bachelor's degree in accounting or a related field

b) 2+ years of experience in an accounting or finance role

c) Strong analytical and problem-solving skills

d) Excellent communication and interpersonal skills

e) Proficiency in accounting software

Finance Manager
Job Description:
The Finance Manager is responsible for overseeing and managing the financial operations of the Four
Seasons Hotel. This includes developing and implementing financial strategies, preparing and
analyzing financial reports, and ensuring that the hotel operates within budget. The Finance Manager
also plays a key role in supporting the hotel's overall business objectives.
a. Develop and implement financial strategies to achieve the hotel's business goals.
b. Prepare and analyze financial reports, including monthly financial
statements, budgets, and forecasts.
c. Oversee the day-to-day operations of the Finance Department, including payroll,
accounts payable, and accounts receivable.
d. Manage the hotel's budget and ensure that all expenses are within budget.
e. Work with the Hotel Manager and other department heads to develop and
implement financial controls.
f. Provide financial advice and support to the Hotel Manager and other
department heads.
g. Keep up-to-date on the latest accounting and financial management practices.

Job Specifications:
a. Bachelor's degree in Accounting or Finance.
b. 5+ years of experience in a finance management role, preferably in the hospitality
industry.
c. Strong understanding of accounting principles and procedures.
d. Experience with financial reporting and analysis software.
e. Excellent communication and interpersonal skills.
f. Ability to work independently and as part of a team.
38

g. Master's degree in Accounting or Finance.

h. CPA or CMA certification.
i. Experience with hotel accounting systems.
j. Experience with budgeting and forecasting.
k. Experience with financial modeling

Payroll Specialist
Job Description:
The Payroll Specialist is responsible for the accurate and timely processing of payroll for all
Four Seasons Hotel employees. This includes calculating wages, benefits, and taxes; preparing and
issuing paychecks; and maintaining accurate payroll records. The Payroll Specialist also works
closely with the Payroll Manager to ensure compliance with all applicable payroll laws and
regulations.
a. Process payroll biweekly for all employees, including hourly, salaried,
and commissioned employees
b. Calculate and deduct taxes, benefits, and other deductions
c. Prepare and issue paychecks and direct deposit payments
d. Maintain accurate payroll records and reports
e. Troubleshoot payroll discrepancies and resolve employee payroll issues
f. Assist with payroll audits and compliance checks
g. Stay up-to-date on all applicable payroll laws and regulations

Job Specifications:
a. High school diploma or equivalent required
b. 2+ years of experience in a payroll role preferred
c. Experience with payroll software required
d. Strong understanding of payroll laws and regulations preferred
e. Excellent attention to detail and accuracy required
f. Ability to work independently and as part of a team
g. Strong analytical and problem-solving skills

Accountant
Job Description:
The Four Seasons Hotel is looking for a highly motivated and experienced Accountant to join our
team. In this role, you will be responsible for a variety of accounting tasks, including:
a. Preparing and maintaining financial statements and reports
b. Reconciling accounts and ensuring the accuracy of financial data
c. Processing accounts payable and receivable
d. Assisting with budgeting and forecasting
e. Providing financial support to management
39

Job Specifications:
a. Bachelor's degree in Accounting or a related field
b. 2+ years of experience in a hotel or hospitality setting
c. Strong accounting skills, including proficiency in Excel and other accounting
software
d. Excellent analytical and problem-solving skills
e. Ability to work independently and as part of a team
f. Strong attention to detail and accuracy
g. Experience with a property management system (PMS)
h. Knowledge of hotel accounting procedures
i. Certification as a Certified Public Accountant (CPA) or Certified
Management Accountant (CMA)

 Chef
Commis chef-------- chef de partie---------sous chef and
executive sous chef---------executive chef

Commis Chef
Job Description:
The Commis Chef is an entry-level position in the kitchen at the Four Seasons Hotel. Responsible for
assisting the Chef de Partie with all aspects of food preparation, the Commis Chef plays a vital role in
ensuring the smooth operation of the kitchen and the delivery of high-quality food to guests.
a. Prepare mise-en-place (pre-measured ingredients) for all dishes on the menu
b. Assist with cooking and plating dishes
c. Maintain a clean and organized work area
d. Follow all food safety and sanitation procedures
e. Work as part of a team to ensure that all orders are completed on time and to
the highest standards

Job Specifications:
a. High school diploma or equivalent
b. At least 6 months of experience in a professional kitchen environment
c. Basic knowledge of food preparation and cooking techniques
d. Strong work ethic and ability to work under pressure
e. Ability to work well as part of a team
f. Excellent attention to detail and accuracy
g. Experience in a luxury hotel kitchen
h. Knowledge of French culinary terminology
i. Ability to speak English fluently
40

Chef de Partie
Job Description:
We are seeking a talented and experienced Chef de Partie to join our culinary team at the Four
Seasons Hotel, [City, State]. As a Chef de Partie, you will be responsible for overseeing a specific
section of the kitchen and preparing and cooking high-quality dishes to the highest standards. You
will also be responsible for supervising and training junior members of the kitchen team.
a. Oversee a specific section of the kitchen and ensure that all dishes are prepared
and cooked to the highest standards
b. Supervise and train junior members of the kitchen team
c. Work closely with the Executive Chef and Sous Chef to develop new menu items
and ensure that all dishes are consistent with the hotel's high standards
d. Maintain a clean and organized work environment
e. Follow all food safety and sanitation procedures

Job Specifications:
a. Must be able to work a variety of shifts, including weekends and holidays
b. Must be able to stand for long periods of time and lift up to 50 pounds
c. Must have a valid driver's license
d. + years of experience as a Chef de Partie in a high-volume kitchen environment
e. Strong culinary skills and knowledge of a variety of cooking techniques
f. Ability to work independently and as part of a team
g. Excellent leadership and communication skills
h. Ability to work under pressure and meet deadlines
41

Sous Chef
Job Description
The Sous Chef is the second-in-command of the kitchen, reporting directly to the Executive Chef.
They are responsible for assisting with the day-to-day operations of the kitchen, including:
a. Overseeing the preparation and cooking of food
b. Ensuring that all dishes are prepared to the highest standards of quality and
presentation
c. Maintaining food safety and hygiene standards
d. Training and supervising kitchen staff
e. Assisting with menu development
f. Controlling food costs

Job Specifications
a. 5+ years of experience working as a Sous Chef in a high-volume, luxury hotel or
restaurant
b. Strong culinary skills and knowledge of a variety of cuisines
c. Excellent leadership and organizational skills
d. Ability to work under pressure and manage multiple tasks simultaneously
e. Commitment to teamwork and customer service

Executive Sous Chef

Job Description
The Executive Sous Chef is the third-in-command of the kitchen, reporting directly to the Executive
Chef and Sous Chef. They are responsible for assisting with the day-to-day operations of the kitchen,
as well as developing and implementing new menus, training and supervising kitchen staff, and
controlling food costs.

Job Specifications
a. 7+ years of experience working as an Executive Sous Chef or Sous Chef in a high-
volume, luxury hotel or restaurant
b. Strong culinary skills and knowledge of a variety of cuisines
c. Excellent leadership and organizational skills
d. Ability to work under pressure and manage multiple tasks simultaneously
e. Commitment to teamwork and customer service
f. Experience developing and implementing new menus
g. Knowledge of food cost control principles and practices
42

Executive Chef
Job Description:
The Executive Chef is responsible for overseeing all culinary functions for the Four Seasons Hotel.
This position will work continually to improve guest and employee satisfaction while maximizing the
financial performance in all areas of responsibility. The Executive Chef must ensure that sanitation
and food standards are achieved.
a) Oversee all culinary operations for the hotel, including restaurants, banquets, and in-room
dining
b) Develop and implement creative and innovative menus
c) Manage and train kitchen staff
d) Ensure that all food and beverage products meet the highest standards of quality and
presentation
e) Control food and labor costs
f) Maintain compliance with all sanitation and safety regulations

Job Specifications:
10+ years of experience in a high-volume, luxury hotel kitchen, including at least 5 years in a
leadership role

a) Proven track record of success in developing and executing innovative menus

b) Strong culinary skills and knowledge of international cuisines
c) Excellent leadership and management skills
d) Ability to work under pressure and manage multiple projects simultaneously
e) Commitment to providing exceptional guest service

Sales coordinator
Regional marketing manager---------Chief Marketing officer

6. Sales Coordinator

Job Description

a) Coordinates the sales activities of a sales team or department

b) Provides administrative and support to sales representatives

c) Tracks and reports on sales performance

d) Assists with sales planning and forecasting

e) Manages sales leads and opportunities

43

f) Develops and maintains sales materials and presentations

g) Coordinates customer interactions and resolves any issues

h) Performs other sales-related tasks as assigned

Job Specification

a) High school diploma or equivalent

b) 2+ years of experience in a sales or customer service role

c) Excellent organizational and communication skills

d) Strong analytical and problem-solving skills

e) Ability to work independently and as part of a team

f) Proficiency in Microsoft Office Suite

Regional Marketing Manager

Job Description:
The Regional Marketing Manager is responsible for developing and executing comprehensive
marketing plans for a region of Four Seasons Hotels and Resorts. The ideal candidate will have a
proven track record of success in hospitality marketing, with a strong understanding of both digital
and traditional marketing channels.
Develop and implement regional marketing plans aligned with the company's overall vision
and goals.Manage and oversee all aspects of the marketing budget, including planning, forecasting,
and reporting.Lead a team of marketing professionals responsible for a variety of tasks, including
branding, advertising, public relations, and social media.Develop and execute marketing campaigns to
drive brand awareness, customer acquisition, and revenue growth.Build and maintain relationships
with key media outlets and influencers.Track and analyze marketing results to identify areas for
improvement.

Job Specifications:
Bachelor's degree in marketing or a related field.5+ years of experience in hospitality
marketing, with a focus on luxury brands.Proven track record of success in developing and executing
successful marketing campaigns.Strong understanding of both digital and traditional marketing
channels.Excellent leadership and communication skills.Ability to work independently and as part of
a team.Results-oriented and highly motivated.
Master's degree in marketing or a related field.Experience with hotel revenue management
systems.Experience with marketing automation software.Experience with social media analytics tools.

Chief Marketing Officer

Job Description:
44

a. Develop and execute the global marketing strategy for Four Seasons Hotels and
Resorts
b. Lead a team of marketers in developing and implementing marketing campaigns
c. Work closely with the General Manager and other members of the hotel's
executive team to develop and implement a marketing plan that is aligned with the
hotel's overall business goals
d. Manage the hotel's marketing budget
e. Ensure that marketing campaigns are effective and efficient
f. Stay up-to-date on the latest marketing trends and technologies

Job Specifications:
a. 10+ years of experience in marketing, with a focus on the hospitality
industry
b. Proven track record of success in developing and executing marketing
strategies that drive results
c. Strong understanding of the luxury market and Four Seasons brand
d. Excellent leadership and communication skills
e. Ability to think strategically and creatively
f. Experience with digital marketing and social media
g. MBA or other advanced degree in marketing or business administration
h. Experience with marketing analytics and reporting
i. Bilingual or multilingual skills (a plus)

 Security officer’
Supervisor senior supervisor Chief
security officer

Security Officer

Job Description

a) Protects people, property, and assets from theft, damage, and other threats
b) Patrols assigned areas to deter crime and identify potential hazards

c) Monitors security cameras and other surveillance equipment

d) Responds to alarms and other security incidents

e) Enforces company policies and procedures

f) Provides customer service and assistance to visitors and employees

Job Specification
45

a) High school diploma or equivalent

b) At least one year of experience in a security role

c) Excellent customer service and interpersonal skills

d) Ability to work independently and as part of a team

e) Knowledge of security procedures and protocols is a plus

Supervisor Security officer

Job Description:
a. Supervise a team of security officers and ensure that they are properly trained
and equipped
b. Conduct security patrols of the hotel property and grounds
c. Investigate security incidents and report findings to the Director of Security
d. Develop and implement security procedures to protect guests, staff, and property
e. Respond to emergencies and coordinate with local law enforcement as needed
f. Maintain security records and documentation
g. Provide excellent customer service to guests and staff

Job Specifications:
a. High school diploma or equivalent
b. 3+ years of experience in a security supervisor role
c. Strong leadership and communication skills
d. Ability to think critically and make quick decisions
e. Excellent customer service skills
f. Proficiency in Microsoft Office Suite

Senior Supervisor Security Officer

Job Description :
a. Supervise a team of security officers and ensure that they are properly trained
and equipped
b. Develop and implement security policies and procedures to protect the hotel's guests,
employees, and property
c. Respond to security incidents in a timely and professional manner
d. Conduct security assessments and identify and mitigate potential security risks
e. Monitor and maintain security equipment and systems
f. Coordinate with local law enforcement and other emergency services agencies
g. Prepare and submit security reports to the Director of Security
46

Job Specification:
a. 5+ years of experience in a supervisory security role
b. Strong knowledge of security principles and practices
c. Excellent communication and interpersonal skills
d. Ability to work independently and as part of a team
e. Ability to think critically and make sound decisions under pressure
f. Valid security license (if required by law)

Chef security officer

Job Description:
a. Develop, implement, and enforce security policies and procedures
b. Oversee the day-to-day operations of the hotel security team
c. Monitor and assess security risks and threats
d. Respond to security incidents and emergencies
e. Coordinate with other hotel departments on security matters
f. Investigate security breaches and thefts
g. Conduct security training for hotel staff
h. Stay up-to-date on the latest security trends and technologies

Job Specifications:
a. 5+ years of experience in hotel security management
b. Strong knowledge of security procedures and best practices
c. Excellent leadership and communication skills
d. Ability to work independently and as part of a team
e. Ability to handle multiple tasks simultaneously and work under pressure
f. Valid driver's license and clean background check required

 Concierge agent
Deputy head concierge head concierge Front
Office manager
Concierge Agent

Job Description

A concierge agent is a customer service professional who provides assistance and information to
guests of a hotel or other hospitality establishment. Their duties include:

a) Greeting and welcoming guests

b) Answering questions about the hotel and its amenities
47

c) Making reservations for restaurants, transportation, and other activities

d) Providing recommendations for local attractions and events

e) Handling customer complaints and resolving issues

f) Maintaining a clean and organized concierge desk

Job Specification

a) High school diploma or equivalent

b) At least one year of experience in a customer service role

c) Excellent customer service and interpersonal skills

d) Ability to work independently and as part of a team

e) Knowledge of the local area is a plus

Deputy Head Concierge

Job Description:
The Deputy Head Concierge is a key member of the concierge team, responsible for assisting the
Head Concierge in providing exceptional guest service and ensuring that all guest needs are met. This
position requires a strong understanding of the Four Seasons brand and values, as well as the ability
to anticipate and exceed guest expectations.
a. Assist the Head Concierge in managing the day-to-day operations of the
concierge desk
b. Respond to and fulfill guest requests, including arranging dining reservations,
transportation, activities, and tours
c. Provide guests with information about the hotel, the local area, and Four Seasons
services
d. Manage the concierge desk budget and inventory
e. Train and supervise other concierge team members
f. Assist the Head Concierge in developing and implementing new concierge
programs and services

Job Specification:
a. 3+ years of experience in a concierge role, preferably at a luxury hotel or resort
b. Strong knowledge of the Four Seasons brand and values
c. Excellent customer service and communication skills
d. Ability to anticipate and exceed guest expectations
e. Ability to work independently and as part of a team
f. Strong organizational and time management skills
g. Bilingual or multilingual skills preferred
h. Must be able to stand for long periods of time and walk long distances
i. Must be able to lift up to 50 pounds
48

j. Must be able to work flexible hours, including evenings, weekends, and holidays

Head Concierge
Job Description:

The Head Concierge is responsible for leading and managing the concierge team, providing
exceptional guest service, and anticipating and meeting the needs of guests. The Head Concierge is
the primary liaison between guests and the hotel, and is responsible for creating a memorable and
personalized experience for each guest.
a. Oversee the concierge team, including training, coaching, and
performance management
b. Provide guests with information about attractions, facilities, services, and
activities in or outside the property
c. Make guest reservations for restaurants, theatre, and other forms of
entertainment
d. Obtain necessary tickets and provides directions to facilities
e. Organize special functions as directed by management
f. Arrange secretarial and other office services
g. Coordinate guest requests for special services or equipment with the
appropriate department
h. Ensure that all guest requests are fulfilled to the highest standard
i. Anticipate and meet the needs of guests, even before they are asked
j. Build and maintain relationships with guests and local businesses
k. Represent the hotel at industry events and social functions

Job Specifications:
a. Minimum of 5 years of experience in a concierge role, preferably at a luxury
hotel
b. Strong leadership and management skills
c. Excellent customer service and interpersonal skills
d. Ability to multitask and work under pressure
e. Knowledge of the local area and attractions
f. Ability to speak and write English fluently
g. Experience with hotel reservation systems and software
h. Experience with social media and online marketing
i. Bilingual or multilingual skills are a plus
49

Front Office manager

Job Responsibilities:
a. Oversee all aspects of the front office department, including operations,
staff management, and guest service.
b. Ensure that all guests receive a personalized and luxurious experience, from check-in
to check-out.
c. Manage and develop a team of high-performing front office staff.
d. Resolve guest complaints and issues promptly and professionally.
e. Work closely with other departments, such as sales and marketing, to ensure
a seamless guest experience.
f. Monitor and maintain front office budgets and expenses.
g. Stay up-to-date on the latest trends and developments in the hotel industry.

Job Specifications:
a. Bachelor's degree in hospitality management or a related field.
b. 5+ years of experience in a front office management role at a luxury hotel.
c. Strong leadership and motivational skills.
d. Excellent customer service and interpersonal skills.
e. Ability to work independently and as part of a team.
f. Proficiency in Microsoft Office Suite and other hotel software systems.

CAREER DEVELOPMENT PROGRAM:

Four Seasons offers global internship opportunities to university undergraduates who
would like to get a head start on their career with them. Typically designed as a three-
to six-month experience, the internship is often completed during the break between
academic years. However, the program can be extended based on the requirements of
individual university curriculums.

Participants engage in a self-directed learning program that provides exposure to all

aspects of the hotel operation including leadership team meetings, one-on-one
interactions with division heads, and a strategic project. Students gain first-hand
experience in what a career would be like with Four Seasons.

2. ITC HOTELS:
About:
50

ITC Limited appears to be a significant player in the Indian hospitality industry, with a strong
presence and substantial revenue and assets in 2023. Nakul Anand is a notable figure
associated with the company. You can visit their website for more detailed information about
their services and offerings.

ITc Limited, originally incorporated as Rama Hotels Pvt Ltd in 1972 and later renamed
Vishwarama Hotels in 1973, entered the hotel business in 1975 when it opened a hotel in
Chennai, later renamed Welcomhotel By ITC Hotels, Cathedral Road, Chennai. In 1982, the
first luxury hotel for the new chain opened in Bangalore. Vazir Sultan Tobacco Co Ltd. (VST
Industries) bought Vishwarama Hotels in 1980-1981, and in 1984, ITC Ltd. bought the entire
equity capital from VST. The Indian government awarded the ITC Gardenia hotel a five-star
rating in 1985. In 1986, the company name was changed from ITC Ltd. to ITC Hotels. The
hotel chain follows the philosophy of "Responsible Luxury," and each of its hotels holds a
LEED Platinum rating for environmental sustainability. ITC Hotels has also hosted various
world leaders and dignitaries, including George W. Bush, Vladimir Putin, Barack Obama, and
Donald Trump.

CAREERS:
 Associate Manager
assistant manager------Deputy Manager-----General Manager

1) Associate manager
Job Description
An Associate Manager at ITC Hotels is a mid-level management position that is responsible for
overseeing the day-to-day operations of a hotel or department. Associate Managers typically supervise
a team of employees and are responsible for ensuring that the hotel or department meets its goals and
objectives.
a) Managing and developing a team of employees
b) Setting and achieving team and individual goals
c) Providing customer service and resolving customer complaints
d) Ensuring that the hotel or department meets all relevant safety and health regulations
e) Maintaining and improving the quality of the hotel or department's products and services
f) Contributing to the overall success of the hotel

Job Specification
To be eligible for the position of Associate Manager at ITC Hotels, candidates must typically have the
following qualifications and experience:
a) A bachelor's degree in hospitality management, business administration, or a related field
b) 2-3 years of experience in a hotel management role
c) Strong leadership and communication skills
d) Ability to work independently and as part of a team
e) Excellent customer service skills
51

f) Ability to work under pressure and meet deadlines

g) Experience working in a luxury hotel environment
h) Knowledge of hotel operations and procedures
i) Experience with hotel management software
j) Fluency in English and Hindi

Assistant Manager
Job Description:
Overseeing and supervising the work of staff members Ensuring that all guests receive exceptional
customer service Managing inventory and supplies Preparing and maintaining budgets and reports
Implementing and enforcing departmental policies and procedures Working with other departments to
ensure the smooth operation of the hotel

Job Specifications:
Bachelor's degree in Hotel Management or a related field2+ years of experience in a hotel or
hospitality setting Strong leadership and management skills Excellent customer service skills Ability
to work independently and as part of a team Excellent communication and interpersonal skills

Deputy Manager
Job Description
a) Assist the department head in developing and implementing operational strategies.
b) Supervise staff and ensure that they are properly trained and equipped to perform their
jobs effectively.
c) Monitor the performance of the department and make necessary adjustments to
improve efficiency and quality.
d) Ensure that all guests receive a superior customer experience.
e) Handle guest complaints and resolve issues in a timely and professional manner.
f) Represent the department at meetings and events.
g) Perform other duties as assigned by the department head.

Job Specifications:
a) a)Bachelor's degree in Hotel Management, Tourism, or a related field.
b) 3-5 years of experience in a supervisory role in the hotel industry.
c) Strong leadership and management skills.
d) Excellent customer service skills.
e) Ability to work independently and as part of a team.
f) Excellent communication and interpersonal skills.
g) Experience with hotel management software systems.
h) Experience with budgeting and forecasting.
i) Experience with event planning and execution.
g) Fluency in English and Hindi.
52

General Manager
Job Description:
a) Developing and implementing strategies to increase revenue and profitability
b) Managing expenses to ensure cost efficiency
c) Maintaining high standards of customer service
d) Ensuring compliance with all relevant laws, regulations, and policies
e) Managing and developing staff

Job Specification:
a) Bachelor's degree in hospitality management or a related field
b) 5+ years of experience in a hotel management role, preferably in a luxury hotel
c) Strong leadership and interpersonal skills
d) Excellent customer service and problem-solving skills
e) Ability to work independently and as part of a team
f) Fluency in English and Hindi is required

 L & D Talent specialist

L&D talent Lead----------L &D talent Manager

2) L & D Talent
specialist Job Description:
The L&D Talent Specialist at ITC Hotels is responsible for developing and implementing learning
and development programs that support the company's talent management strategy. This includes
identifying and assessing training needs, designing and delivering training programs, and evaluating
the effectiveness of training. The Talent Specialist also works with line managers to identify and
develop high-potential employees, and to create succession plans for key positions.
a) Develop and implement learning and development programs that support the company's
talent management strategy
b) Identify and assess training needs
c) Design and deliver training programs
d) Evaluate the effectiveness of training
e) Work with line managers to identify and develop high-potential employees
f) Create succession plans for key positions

Job Specification:
Education: Bachelor's degree in Human Resources, Organizational Development, or a related field.
Master's degree preferred.
53

Experience:3-5 years of experience in learning and development, talent management, or a related

field.
Skills:
a) Strong instructional design and delivery skills
b) Ability to assess training needs and design effective training programs
c) Ability to evaluate the effectiveness of training
d) Experience with learning management systems
e) Excellent communication and interpersonal skills
f) Ability to work independently and as part of a team

Job Title: L & D Talent

Lead Job Description:
The L & D Talent Lead is responsible for developing and leading the implementation of ITC Hotels'
Learning and Development (L&D) strategy for all employees. This includes identifying and assessing
L&D needs, designing and delivering training programs, and measuring the impact of L&D
initiatives. The role also involves working closely with business leaders to ensure that L&D programs
are aligned with the company's strategic goals.
a) Develop and implement the L&D strategy for ITC Hotels, in alignment with the
company's overall business strategy
b) Identify and assess L&D needs across the organization
c) Design and deliver training programs that meet the identified needs
d) Measure and report on the impact of L&D initiatives
e) Work closely with business leaders to ensure that L&D programs are aligned with
the company's strategic goals
f) Manage the L&D budget and resources
g) Stay up-to-date on the latest L&D trends and best practices

Job Specification:
a) Master's degree in Human Resource Management, Organizational Development, or a related field
b) 5+ years of experience in a Learning and Development role
c) Experience in developing and implementing L&D strategies
d) Experience in designing and delivering training programs
e) Experience in measuring and reporting on the impact of L&D initiatives
f) Experience working with business leaders
g) Excellent communication and interpersonal skills
h) Ability to work independently and as part of a team
i) Experience with L&D technology and tools
j) Experience with data analysis and reporting
k) Experience with project management
54

Learning & Development (L&D) Talent Manager

Job Description:
a) Develop and implement learning and development programs to build and enhance the
skills and capabilities of ITC Hotels' employees
b) Design and deliver training programs on a variety of topics, including technical skills,
soft skills, and leadership skills
c) Develop and manage e-learning courses and platforms
d) Work closely with line managers to identify and address training needs, and to ensure
that learning is aligned with the company's strategic goals
e) Manage the company's L&D budget
f) Evaluate the effectiveness of training programs and make recommendations
for improvement
g) Stay up-to-date on the latest learning and development trends and technologies

Job Specification:
a) Master's degree in Human Resources, Organizational Development, or a related field
b) 3+ years of experience in a learning and development role
c) Strong understanding of learning and development principles and practices
d) Experience in designing, developing, and delivering training programs
e) Experience in managing e-learning courses and platforms
f) Excellent communication and interpersonal skills
g) Ability to work independently and as part of a team
h) Experience in the hospitality industry
i) Experience in developing and implementing talent management programs
j) Experience in using data and analytics to evaluate training effectiveness
k) Experience in developing and managing training budgets.

 Sales Marketing Coordinator

Regional marketing manager-------Chief Marketing officer

3) Sales Marketing Coordinator

Job Description
The Sales and Marketing Coordinator at ITC Hotels is a vital member of the sales team,
responsible for providing administrative support, client communication, event coordination,
and sales support. The coordinator also plays a key role in relationship management and sales
collateral development.

Administrative support:
a) Maintain and update sales records and databases
b) Generate and distribute sales reports
c) Prepare and coordinate sales presentations
Client communication:
a) Respond to client inquiries promptly and professionally
b) Develop and maintain relationships with key clients
c) Coordinate client visits and meetings
55

Event coordination:
a) Organize and manage sales events and promotions
b) Coordinate with internal and external stakeholders to ensure the success of events
c) Track and analyze event results
Reporting and analysis:
a) Compile and analyze sales data and trends
b) Prepare and present sales reports to management
c) Identify and recommend sales improvement strategies
Sales support:
a) Assist sales team with lead generation and qualification
b) Develop and maintain sales collateral
c) Provide support during sales calls and presentations
Relationship management:
a) Build and maintain relationships with key stakeholders, including customers,
partners, and media
b) Represent ITC Hotels at industry events and networking functions
Sales collateral:
a) Develop and maintain sales collateral, such as brochures, fact sheets, and
presentations
b) Ensure that sales collateral is accurate, up-to-date, and visually appealing

Job Specification
a) Bachelor's degree in business administration, marketing, or a related field
b) 1-2 years of experience in a sales or marketing support role
c) Excellent written and verbal communication skills
d) Strong organizational and time management skills
e) Ability to work independently and as part of a team
f) Proficiency in Microsoft Office Suite
g) Experience with CRM software is a plus
h) Willingness to travel and work overtime as needed

Regional Marketing Manager

Job description
The Regional Marketing Manager (MAANG) is responsible for developing and executing
marketing strategies for ITC Hotels in the MAANG region (Mumbai, Ahmedabad, Agra,
Nagpur, and Goa). This includes developing and managing marketing budgets, creating and
implementing marketing campaigns, and building relationships with key stakeholders in the
region. The ideal candidate will have a strong understanding of the hospitality industry and
experience in developing and executing successful marketing campaigns.
a) Develop and execute marketing strategies for ITC Hotels in the MAANG region
b) Manage marketing budgets and develop and implement marketing campaigns
c) Build relationships with key stakeholders in the region, including media, travel agents,
and corporate clients
d) Promote ITC Hotels through various channels, including online, social media, and
print advertising
e) Track and measure the results of marketing campaigns and make adjustments as needed
f) Stay up-to-date on the latest trends and developments in the hospitality industry
56

Job specification
a) Bachelor's degree in marketing, hospitality management, or a related field
b) 5+ years of experience in marketing management, preferably in the hospitality industry
c) Strong understanding of the hospitality industry and the MAANG region
d) Experience in developing and executing successful marketing campaigns
e) Excellent communication and interpersonal skills
f) Ability to work independently and as part of a team
g) Ability to manage multiple projects and deadlines
h) Master's degree in marketing, hospitality management, or a related field
i) Experience in working with online marketing and social media
j) Experience in developing and managing marketing budgets
k) Experience in building relationships with key stakeholders

Chief marketing officer

Job Description

The Chief Marketing Officer (CMO) at ITC Hotels is responsible for developing and executing the
company's overall marketing strategy. This includes overseeing all aspects of marketing, from
branding and advertising to public relations and customer relationship management. The CMO also
plays a key role in developing new products and services, and in driving innovation across the
company.
a) Develop and execute the company's overall marketing strategy
b) Oversee all aspects of marketing, including branding, advertising, public relations, and
customer relationship management
c) Develop new products and services
d) Drive innovation across the company
e) Manage the marketing budget
f) Lead the marketing team
Work with other departments, such as sales and product development, to ensure that marketing
initiatives are aligned with the company's overall goals

Job Specification
a. Master's degree in marketing or a related field
b. 10+ years of experience in a senior marketing role
c. Strong understanding of the hospitality industry
d. Proven track record of success in developing and executing marketing strategies
e. Excellent leadership and communication skills
f. Strategic thinking and problem-solving skills
g. Ability to manage multiple projects and deadlines simultaneously
h. Experience in digital marketing
i. Experience in brand management
j. Experience in product development
k. Experience in public relations
l. Experience in customer relationship management
57

 Accountant
Senior accountant-----------Accounting manager------
Accounting Director

4) Accountant
Job Description
a) Recording and processing financial transactions
b) Preparing and analyzing financial reports
c) Maintaining accounting records and systems
d) Reconciling accounts
e) Conducting audits
f) Providing financial advice and support to management
g) Record and process financial transactions, such as accounts payable, accounts
receivable, payroll, and general ledger entries
h) Prepare and analyze financial reports, such as balance sheets, income statements, and
cash flow statements
i) Maintain accounting records and systems, including chart of accounts, fixed asset
register, and inventory records
j) Reconcile accounts, such as bank accounts, credit card accounts, and vendor accounts
Conduct audits of financial transactions and records
k) Provide financial advice and support to management, such as budget analysis, forecasting,
and investment analysis

Job Specification
a) Bachelor's degree in accounting or finance
b) 2-3 years of experience in an accounting role, preferably in a hotel setting
c) Strong knowledge of accounting principles and procedures
d) Experience with accounting software, such as Quickbooks or SAP
e) Excellent analytical and problem-solving skills
f) Ability to work independently and as part of a team
g) Experience with US GAAP or IFRS accounting standards
h) Experience with hotel accounting software, such as Micros Opera or Oracle Hospitality
i) Experience with financial forecasting and budgeting
j) Experience with tax preparation and compliance
58

Senior accountant
Job Description:

The Senior Accountant is responsible for managing the day-to-day accounting operations of a hotel,
including accounts payable, accounts receivable, payroll, and general ledger accounting. They also
oversee the preparation of financial reports and audits, and work with the hotel's management team to
develop and implement financial strategies.
a) Manage and oversee the day-to-day accounting operations of the hotel
b) Prepare and review financial reports and audits
c) Work with the hotel's management team to develop and implement financial strategies
d) Oversee the accounts payable, accounts receivable, payroll, and general ledger
accounting departments
e) Ensure that all accounting records are accurate and compliant with all applicable laws
and regulations
f) Prepare and submit tax returns
g) Conduct audits of the hotel's financial records
h) Assist with the hotel's budget and forecasting process

Job Specification:

a) Bachelor's degree in accounting or finance

b) 3-5 years of experience in accounting, preferably in the hospitality industry
c) Strong knowledge of accounting principles and procedures
d) Experience with accounting software, such as SAP or Oracle
e) Excellent analytical and problem-solving skills
f) Strong communication and interpersonal skills
g) Ability to work independently and as part of a team
h) Experience with hotel accounting software, such as PMS and POS systems
i) Experience with tax preparation and audit
j) Experience with budgeting and forecasting
k) Chartered Accountant (CA) certification
59

Accounting manager
Job Description

The Accounting Manager is responsible for overseeing the daily accounting operations of the hotel,
including financial reporting, accounts receivable and payable, payroll, budgeting, and internal
controls. They will also work closely with the hotel's management team to develop and implement
financial strategies to achieve the hotel's business goals.

a) Oversee the daily operations of the accounting department

b) Prepare and analyze financial statements and reports
c) Manage accounts receivable and payable
d) Process payroll
e) Develop and maintain budgets
f) Implement and maintain internal control procedures
g) Work with the hotel's management team to develop and implement financial strategies
h) Ensure compliance with all applicable accounting standards and regulations

Job Specification
a) Bachelor's degree in accounting or a related field
b) 5+ years of experience in an accounting management role
c) Strong understanding of generally accepted accounting principles (GAAP) and
hotel accounting procedures
d) Experience with financial reporting software
e) Excellent analytical and problem-solving skills
f) Strong interpersonal and communication skills
g) Master's degree in accounting or a related field
h) Experience with hotel budgeting and forecasting
i) Experience with internal audit procedures
j) Experience with tax compliance
60

Accounting director
Job Description:

The Accounting Director is responsible for the overall financial management of one or more ITC
hotels. This includes overseeing all aspects of the accounting process, from budgeting and forecasting
to financial reporting and compliance. The Accounting Director also works closely with other
departments, such as operations, sales, and marketing, to ensure that financial goals are met.

a) Oversee all aspects of the accounting process, including budgeting, forecasting,

financial reporting, and compliance
b) Manage and develop the accounting team
c) Ensure the accuracy and timeliness of all financial reports
d) Work with other departments to develop and implement financial strategies
e) Advise management on financial matters
f) Ensure compliance with all applicable accounting regulations

Job Specification:
a) Bachelor's degree in accounting or a related field
b) 10+ years of experience in a senior accounting role, preferably in the hospitality industry
c) Strong understanding of accounting principles and procedures
d) Experience with financial reporting software and systems
e) Excellent analytical and problem-solving skills
f) Ability to work independently and as part of a team
g) Strong communication and interpersonal skills
h) Experience with hotel accounting software
i) Experience with auditing
j) Experience with SOX compliance
k) MBA or other advanced degree in accounting or business

 Front Office associate

Front Office operation specialist-------receptionist--------Front
Desk executive-------Front Desk Manager

5) Front office associate

Job Description
Front Office Associates at ITC Hotels are responsible for providing excellent customer service to
guests, both in person and over the phone. They are the first point of contact for many guests, and they
play a vital role in creating a positive and memorable experience.
a) Greet and welcome guests
b) Check guests in and out
c) Assign rooms
d) Process payments
e) Answer guest questions and provide information about the hotel and its amenities
61

f) Handle guest complaints and concerns

g) Coordinate with other departments to ensure that guests have a positive experience

Job Specifications
a) Excellent customer service skills
b) Strong communication and interpersonal skills
c) Ability to multitask and work under pressure
d) Attention to detail and accuracy
e) Knowledge of hotel operations and procedures
f) Ability to use hotel software systems
g) Experience working in a front office environment
h) Experience working with a variety of cultures
i) Fluency in English and Hindi

Front office operation specialist

Job Description

Front Office Operation Specialist at ITC Hotels is responsible for ensuring the smooth and efficient
operation of the front office department. This includes overseeing the check-in and check-out process,
handling guest requests and complaints, and coordinating with other departments to ensure a seamless
guest experience.

a) Oversee the daily operations of the front office department, including check-in and
check- out, room assignment, and guest services.
b) Ensure that all front office staff are properly trained and equipped to provide
excellent customer service.
c) Handle guest requests and complaints in a timely and efficient manner.
d) Coordinate with other departments, such as housekeeping, food and beverage, and
security, to ensure a seamless guest experience.
e) Prepare and maintain reports on front office performance.

Job Specification
a) Bachelor's degree in Hospitality Management or a related field.
b) Minimum of 2 years of experience in a front office role at a luxury hotel.
c) Excellent communication and interpersonal skills.
d) Ability to work independently and as part of a team.
e) Strong problem-solving and analytical skills.
f) Proficiency in Microsoft Office Suite.
g) Receptionist
62

Receptionist
Job Description
Receptionists at ITC Hotels are the first point of contact for guests, and play a vital role in ensuring
that they have a positive and memorable experience.

a) Greeting and welcoming guests

b) Checking in and out guests
c) Processing reservations and payments
d) Answering and directing phone calls
e) Providing information about the hotel and its amenities
f) Handling guest requests and complaints
g) Maintaining the front desk area

Job Specification
a) Excellent customer service skills
b) Ability to multitask and work under pressure
c) Strong communication and interpersonal skills
d) Ability to work independently and as part of a team
e) Attention to detail and accuracy
f) Knowledge of hotel operations and procedures
g) Proficiency in using Microsoft Office Suite

Front Desk Executive

Job description
a) Greet and welcome guests in a warm and professional manner
b) Check guests in and out of the hotel
c) Assign rooms to guests
d) Provide information about the hotel and its amenities
e) Handle guest inquiries and complaints
f) Maintain guest records and files
g) Process payments
h) Coordinate with other departments, such as housekeeping, engineering, and food
and beverage, to ensure that guests' needs are met
i) Provide excellent customer service
Job Specification
a) High school diploma or equivalent
b) One to two years of experience in a front desk or customer service role
c) Strong customer service skills
d) Ability to multitask and work under pressure
e) Excellent communication and interpersonal skills
f) Proficiency in Microsoft Office Suite
g) Ability to work a flexible schedule, including weekends and holidays
h) Experience in the hospitality industry
i) Experience with hotel management software
j) Fluency in multiple languages
63

Front desk manager

Job Description
The Front Desk Manager is responsible for the day-to-day operations of the front desk and reception
area at ITC Hotels. This includes overseeing the check-in and check-out process, handling guest
reservations, providing customer service, and supervising front desk staff. The Front Desk Manager
also plays a key role in ensuring that ITC Hotels' high standards of customer service are met and
exceeded.
a) Oversee the check-in and check-out process for guests
b) Handle guest reservations and inquiries
c) Provide customer service to guests and resolve any issues
d) Supervise and train front desk staff
e) nsure that the front desk is clean, organized, and well-stocked
f) Maintain accurate records of guest reservations and check-ins/check-outs
g) Prepare and submit reports to management
h) Follow ITC Hotels' policies and procedures

Job Specification:
a) Bachelor's degree in hospitality management or a related field
b) 3-5 years of experience in a front desk management role
c) Strong customer service and interpersonal skills
d) Ability to work independently and as part of a team
e) Excellent organizational and time management skills
f) Proficiency in Microsoft Office Suite and hotel management software

 Food and beverage Assistant

Food and beverage manager---------Restaurant manager------
General Manager

6) Food and beverage assistant

Job Description
Responsibilities
a) Assist with all aspects of food and beverage service, including setting up and clearing
tables, taking orders, serving food and beverages, and providing excellent customer service
b) Ensure that all food and beverage standards are met, and that all food and beverages
are served in a timely and efficient manner
c) Assist with the preparation and presentation of food and beverages
d) Maintain a clean and organized work environment
e) Work as part of a team to provide our guests with the best possible dining experience
64

Job Specifications
a) At least 1 year of experience in food and beverage service
b) Excellent customer service skills
c) Ability to work independently and as part of a team
d) Strong communication and interpersonal skills
e) Ability to work under pressure and meet deadlines
f) Knowledge of food and beverage safety and hygiene regulation
g) Diploma in Hotel Management or a related field
h) Experience working in a luxury hotel environment
i) Knowledge of Indian and international cuisine
j) Proficiency in English and Hindi

Food and beverage manager

Job Description
a) Manage all F&B operations within budgeted guidelines and to the highest standards.
b) Develop and implement innovative menus that meet the needs of a variety of guests.
c) Oversee the procurement of food and beverage supplies, ensuring quality and
cost- effectiveness.
d) Train and supervise staff to provide excellent customer service.
e) Ensure compliance with all health and safety regulations.
f) Monitor and analyze sales and profitability data to identify areas for improvement.
g) Develop and implement marketing and promotional strategies to increase F&B revenue.
h) Work closely with other departments, such as Sales and Marketing, to ensure a
seamless guest experience.

Job Specifications:
a) Bachelor's degree in Hospitality Management, Culinary Arts, or a related field.
b) 5+ years of experience in a food and beverage management role, preferably at a luxury hotel.
c) Strong knowledge of food and beverage operations, menu planning, and cost control.
d) Excellent leadership and communication skills.
e) Ability to work independently and as part of a team.
f) Passion for hospitality and a commitment to providing exceptional customer service.

Restaurant manager
Job Description
ITC Hotels is looking for a highly motivated and experienced Restaurant Manager to join our team.
The ideal candidate will have a proven track record of success in managing and operating a high-
volume restaurant in a luxury hotel setting.

a) Overseeing the day-to-day running of the restaurant, including food and beverage
service, staff scheduling, and inventory management
b) Ensuring that the restaurant meets or exceeds all quality and service standards
c) Developing and implementing marketing and sales strategies to attract and retain customers
d) Managing the restaurant's budget and profitability
65

e) Building and maintaining a positive and productive work environment

Job Specification
a) 5+ years of experience in a restaurant manager role, preferably in a luxury hotel setting
b) Strong knowledge of all aspects of restaurant operations, including food and
beverage service, staff supervision, inventory management, and financial reporting
c) Excellent communication and interpersonal skills
d) Ability to work independently and as part of a team
e) Ability to handle multiple tasks simultaneously and work under pressure
f) Bachelor's degree in hospitality management or a related field
g) Experience with food safety and sanitation procedures
h) Experience with restaurant management software
i) Proficiency in English (written and spoken)

General manager
Job Description
ITC Hotels is seeking a highly experienced and motivated General Manager to lead our team and
provide the best service for our guests. As the General Manager, you will be responsible for all
aspects of hotel operations, including:
a) Overseeing the day-to-day management of all departments, including front
desk, housekeeping, food and beverage, maintenance, and engineering
b) Developing and implementing strategies to increase revenue and profitability
c) Managing expenses and ensuring cost efficiency
d) Establishing and maintaining positive relationships with guests, vendors, and stakeholders
e) Ensuring compliance with all relevant laws, regulations, and policies
f) Managing and developing staff to ensure efficiency and high levels of customer service
g) Developing and implementing marketing strategies to promote the hotel
h) Monitoring industry trends and implementing best practices

Job Specification
a) Bachelor's degree in Hospitality Management or a related field
b) 10+ years of experience in hotel management, including at least 5 years in a general
manager role
c) Strong leadership and organizational skills
d) Excellent customer service and communication skills
e) Ability to work independently and as part of a team
f) Proficiency in Microsoft Office Suite
g) Experience in a luxury hotel chain
h) Experience with a global hotel brand
i) Experience with revenue management and expense control
j) Experience with marketing and salesGuest Relation Executive
66

 Guest Service----------Quality assurance------Customer service -

----training specialist

7) Guest Relation Executive
Job Description
Guest Relation Executives are the front line of customer service at ITC Hotels. They are responsible
for providing guests with a warm and welcoming experience, and for ensuring that their needs are met
throughout their stay.
a) Welcome guests upon arrival and check them in
b) Provide information about the hotel and its amenities
c) Assist guests with their requests and needs
d) Handle guest complaints and resolve them in a timely and efficient manner
e) Oversee VIP guests and ensure that they receive personalized service
f) Collect guest feedback and use it to improve the hotel's services

Job Specification:
a) Minimum of 2 years of experience in a guest-facing role
b) Excellent communication and interpersonal skills
c) Ability to work independently and as part of a team
d) Ability to work under pressure and handle multiple tasks simultaneously
e) Strong customer service and problem-solving skills
f) Knowledge of hotel operations and procedures
g) Good knowledge of the local area
h) Fluency in English and Hindi is a must
i) Additional language skills are a plus

Guest Service Representative

Job Description
a) Welcome guests upon arrival and check them in efficiently and courteously
b) Assign rooms to guests and provide them with information about the hotel and its facilities
c) Handle guest requests and complaints in a timely and professional manner
d) Provide guests with information about local attractions, restaurants, and other activities
e) Assist guests with checkout and ensure that they have a pleasant departure experience
f) Maintain and update guest records
g) Coordinate with other hotel departments to provide guests with a seamless experience

Job Specifications:
a) High school diploma or equivalent required
b) Minimum of 1 year of experience in a customer service role
c) Excellent communication and interpersonal skills
d) Ability to work independently and as part of a team
e) Strong attention to detail and accuracy
f) Knowledge of hotel operations and procedures is a plus
67

Quality Assurance Specialist

Job description
a) Develop and implement quality assurance policies and procedures
b) Conduct routine inspections and audits of all hotel operations and services
c) Identify and resolve quality issues
d) Develop and implement continuous improvement initiatives
e) Track and report on quality metrics
f) Train and mentor hotel staff on quality assurance principles and practices

Job Specifications:
a) Bachelor's degree in Hotel Management, Business Administration, or a related field
b) 3+ years of experience in a quality assurance role in the hospitality industry
c) Strong understanding of quality assurance principles and practices
d) Excellent analytical and problem-solving skills
e) Ability to work independently and as part of a team
f) Excellent communication and interpersonal skills

Customer Service
Job Description
a) Greet guests and check them in and out
b) Handle guest requests and complaints
c) Provide guests with information about the hotel and its amenities
d) Resolve guest problems in a timely and efficient manner
e) Maintain a clean and organized work area
f) Work with other departments to ensure a smooth and seamless guest experience

Job Specifications
a) High school diploma or equivalent
b) One to two years of experience in customer service, preferably in the hospitality industry
c) Excellent communication and interpersonal skills
d) Ability to work independently and as part of a team
e) Ability to handle multiple tasks simultaneously
f) Strong problem-solving and conflict resolution skills
g) Attention to detail and accuracy
h) Fluency in English and Hindi required
i) Experience with hotel software systems
j) Experience with foreign languages is a plus
68

Training Specialist
Job Description
ITC Hotels is a leading luxury hotel chain in India, with over 100 hotels in major cities and tourist
destinations. We are looking for a highly motivated and experienced Training Specialist to join
our team.
The Training Specialist will be responsible for developing and delivering training programs to all
levels of staff, from new hires to senior managers. The ideal candidate will have a strong
understanding of the hotel industry and experience in developing and delivering training programs.

a) Develop and deliver training programs to all levels of staff.

b) Assess training needs and develop training plans.
c) Create and deliver engaging and informative training materials.
d) Evaluate the effectiveness of training programs and make necessary adjustments.
e) Partner with other departments to ensure that training programs are aligned with
the company's goals and objectives.

Job Specification
a) Bachelor's degree in Human Resources, Hospitality Management, or a related field.
b) 3+ years of experience in developing and delivering training programs.
c) Strong understanding of the hotel industry.
d) Excellent communication and interpersonal skills.
e) Ability to work independently and as part of a team

 Sales and marketing Associate

Sales and marketing executive------sales and marketing Manager

Sales and Marketing

Associate Job Description

The Sales and Marketing Associate is responsible for proactively soliciting and handling sales
opportunities, assisting in leading all day-to-day activities related to sales, and building long-term,
value-based customer relationships. This position is accountable for ensuring business is turned
over properly and in a timely fashion for proper service delivery, and for achieving personal sales
goals.
a) Proactively solicit and handle sales opportunities
b) Assist in leading all day-to-day activities related to sales
c) Build long-term, value-based customer relationships
d) Ensure business is turned over properly and in a timely fashion for proper service delivery
e) Achieve personal sales goals
f) Experience with CRM systems
g) Experience with social media marketing
69

h) Experience with event planning and execution

i) Experience with sales and marketing analytics
j) Fluency in English and Hindi

Job Specification:
a) Bachelor's degree in Business Administration, Marketing, Hospitality Management, or
a related field
b) 1-2 years of experience in a sales or marketing role, preferably in the hospitality industry
c) Strong interpersonal and communication skills
d) Excellent customer service skills
e) Ability to work independently and as part of a team
f) Proficiency in Microsoft Office Suite

Sales and Marketing Executive

Job description
a) Develop and implement marketing strategies to promote our hotels and resorts to
target audiences
b) Conduct market research to identify new sales opportunities and trends
c) Build and maintain relationships with key clients, such as corporate travel agents,
meeting planners, and tour operators
d) Generate new sales leads and close deals
e) Work with the sales team to develop and implement sales strategies
f) Track and analyze sales data to identify areas for improvement

Job Specifications
a) Bachelor's degree in Business Administration, Hospitality Management, or a related field
b) 2+ years of experience in sales and marketing, preferably in the hospitality industry
c) Strong communication and interpersonal skills
d) Ability to work independently and as part of a team
e) Excellent organizational and time management skills
f) Proficiency in Microsoft Office Suite
g) Experience in the luxury hospitality industry
h) Experience with marketing automation tools
i) Experience with CRM systems
j) Knowledge of the Indian travel and tourism market
70

Sales and Marketing Manager

Job description
a) Develop and implement sales and marketing strategies to achieve the hotel's revenue goals
b) Manage a team of sales representatives and provide them with coaching and support
c) Develop and implement marketing campaigns to promote the hotel and its services
d) Build relationships with key stakeholders, including corporate clients, travel agents,
and meeting planners
e) Track and analyze sales performance and make adjustments to strategies as needed
f) Develop and maintain a budget for the sales and marketing department
Job Specification
a) Strong sales and marketing skills, with experience in developing and implementing
successful sales and marketing strategies
b) Experience in managing and leading a sales team
c) Excellent written and verbal communication skills
d) Ability to build and maintain relationships with key stakeholders
e) Strong analytical and problem-solving skills
f) Experience with CRM systems and marketing analytics software is a plus
a) Bachelor's degree in Business Administration, Marketing, or a related field
a. 5+ years of experience in sales and marketing, preferably in the hospitality industry
b. Strong leadership and management skills
b) Excellent written and verbal communication skills
a. Ability to work independently and as part of a team
b. Experience with CRM systems and marketing analytics software is a plus

Team leader
Service Manager---------Senior Operation Manager
Team Leader
Job description
a) Lead and motivate a team of employees to achieve their goals and objectives
b) Ensure that all team members are properly trained and equipped to perform their jobs
c) Monitor team performance and provide feedback and coaching as needed
d) Resolve team member issues and conflicts
e) Ensure that all team members are providing excellent customer service
f) Comply with all company policies and procedures

Job Specification
Education: Bachelor's degree in Hotel Management or a related field
Experience:3+ years of experience in a hotel operations role
71

Skills

a. Strong leadership and supervisory skills

b. Excellent communication and interpersonal skills
c. Ability to work independently and as part of a team
d. Ability to work under pressure and meet deadlines
e. Knowledge of hotel operations and procedures

Service manager
Job Description
a) Oversee all aspects of guest service, including front desk operations, housekeeping, food
and beverage service, and recreation.
b) Develop and implement guest service programs and initiatives.
c) Ensure that all guests have a positive and memorable experience during their stay.
d) Resolve guest complaints and issues in a timely and professional manner.
e) Manage and supervise guest service staff.
f) Train and develop guest service staff.
g) Monitor and evaluate guest service performance.
h) Comply with all company policies and procedures.

Job Specification:
Education: Bachelor's degree in hotel management, hospitality, or a related field.
Experience: 5+ years of experience in a hotel management role, with at least 2 years of experience in
a supervisory role.
Skills:
a) Strong customer service and relationship-building skills.
b) Excellent leadership and management skills.
c) Ability to manage multiple projects and tasks simultaneously.
d) Ability to work well under pressure.
e) Excellent communication and interpersonal skills.
f) Proficiency in Microsoft Office Suite and other relevant software.
g) Must be able to work a flexible schedule, including evenings and weekends.
h) Must be able to stand for long periods of time and walk long distances.
i) Must be able to lift and carry up to 50 pounds.

Senior operation manager

Job Description
a) Develop and implement strategic plans to improve guest satisfaction, revenue,
and profitability
b) Manage and motivate staff
c) Ensure compliance with all applicable laws and regulations
d) Prepare and manage departmental budgets
e) Monitor and analyze key performance indicators
f) Work closely with the General Manager and other senior executives
72

Job Specifications
a) Bachelor's degree in hospitality management, business administration, or a related field
b) 5+ years of experience in hotel operations, preferably in a supervisory or management role
c) Strong leadership and management skills
d) Excellent communication and interpersonal skills
e) Ability to work independently and as part of a team
f) Proactive and results-oriented

Warehouse leader
Warehouse Manager----------Supply chain Manager

Warehouse leader
Job Description
a) Manage inventory levels and ensure that all goods are properly stored
b) Oversee the receipt and shipment of goods

c) Supervise a team of warehouse workers

d) Ensure that all warehouse operations are conducted in a safe and compliant manner
e) Prepare and maintain warehouse records and reports
f) Work with other hotel departments to ensure that all goods are delivered on time and
in good condition

Job Specification
Education and Experience
a) High school diploma or equivalent
b) 3+ years of experience in a warehouse or logistics role
c) Supervisory experience preferred
Skills and Abilities:
a) Strong organizational and time management skills
b) Ability to manage multiple tasks simultaneously
c) Excellent communication and interpersonal skills
d) Ability to work independently and as part of a team
e) Knowledge of warehouse management principles and procedures
f) Proficiency in Microsoft Office Suite
73

Warehouse Manager
Job Description
a) Overseeing all aspects of the warehouse operation, including receiving, storing, and
issuing inventory
b) Managing a team of warehouse workers and ensuring that they are properly trained
and equipped
c) Developing and implementing procedures to ensure the efficient and effective movement
of goods
d) Maintaining accurate inventory records and ensuring that all inventory is properly
labeled and stored
e) Conducting regular audits to ensure that all inventory is accounted for and that all safety
and security procedures are being followed
f) Working closely with other hotel departments, such as purchasing, food and beverage,
and housekeeping, to ensure that inventory needs are met

Job Specification
The Warehouse Manager must have the following qualifications and experience:

a) A bachelor's degree in supply chain management, business administration, or a related field

b) 3+ years of experience in a warehouse management role
c) Strong knowledge of warehouse operations, including inventory management,
order fulfillment, and shipping and receiving
d) Excellent organizational and time management skills
e) Ability to lead and motivate a team
f) Strong communication and interpersonal skills
g) Experience with warehouse management software
h) Experience with food and beverage inventory management
i) Experience with HACCP procedures
j) Bilingual in English and Hindi

CAREER DEVELOPMENT PROGRAM:

ITC WelcomLEAD Training Programme: WelocomLead is the training programme offered by ITC
hotels to hospitality students for hospitality education in India. WelcomLEAD is a three year
undergraduate programme that develops young professionals to deliver exceptional hospitality
service. Candidates who have passed their class 10+2 examination from a recognized board or
equivalent are eligible to apply in this 36 months duration programme.The programme, wholly
financed by ITC Limited -Hotels Division offers a good stipend to students and has a
structured
academic as well as on the job training curriculum. The program is conducted at all ITC prefixed
hotels (ITC Hotels). The candidate becomes a graduate in Bachelor of Arts (Tourism Studies) (BTS)
from Indira Gandhi National Open University (IGNOU) apart from getting the WelcomLEAD
Certification & experience from ITC Hotels
74

ITC Graduate Hospitality Programme: ITC Hospitality Management Institute( ITC HMI) offers
Graduate Hospitality Program (GHP) for hospitality and non- hospitality graduates. ITC full form is
Indian Tobacco Company, which is a diversified conglomerate with interests in various sectors such
as hotels, FMCG, paperboards, packaging, agri-business, and information technology. The
programme consists of on the job training that is being conducted at all ITC prefixed hotels (ITC
Hotels). The duration of the ITC GHP programme is two years. All graduates from any discipline and
recognized
college or university are open to join the ITC management trainee programme. The graduates are
groomed as prospective managers in Front of the House Departments (Front office or Food and
Beverage) under the mentorship of seasoned & professional trainers from ITC Hotels. Let us check in
detail about ITC graduate hospitality programme, the eligibility criteria, how to apply for ITC GHP
programme and career scope.

4.J W MARRIOTT HOTELS:

About:

Marriott International, founded in 1984 and headquartered in Bethesda, Maryland, is a global

hospitality company with a vast network of 113 locations as of December 2022. It operates as a
subsidiary of Marriott International proper, maintaining a prominent presence in the United States
and around the world. Marriott International is renowned for its diverse portfolio of hotels, resorts,
and other lodging establishments, offering exceptional experiences to travelers worldwide. With a
commitment to excellence in the hospitality industry, it continues to be a leading choice for both
business and leisure travelers seeking high-quality accommodations and services.

The JW Marriott brand was established in 1984, with its first hotel opening in Washington, D.C., as a
tribute to J.W. Marriott, the founder of Marriott Corporation. It expanded internationally, with the
overseas launch in Hong Kong in 1989 and further expansion into Europe and the Middle East in
1993. Within the Marriott hierarchy, JW Marriott competes in the luxury segment, ranking below
Ritz-Carlton but above traditional Marriott and Renaissance brands.

Unfortunately, the JW Marriott Jakarta faced two terrorist bombings. In 2003, a car bomb explosion
outside the lobby resulted in 12 deaths and 150 injuries, mainly among Indonesians. Despite
extensive damage, the hotel reopened after five weeks. In 2009, a bomb detonated in a small
breakfast room, causing six deaths, while an unexploded bomb in a guest room failed to detonate.

CAREERS:

Finance Associate
Finance Executive----------Finance manager
75

1. Finance Associate
Job Description:
Finance Associates are responsible for performing a variety of accounting and financial tasks,
such as processing invoices, reconciling accounts, and preparing financial reports. They may also be
involved in budgeting, forecasting, and financial analysis.

Job Specification:
a) Associate's degree in accounting or related field
b) 1-2 years of experience in accounting or finance
c) Strong analytical and problem-solving skills
d) Excellent attention to detail and accuracy

Finance Executive
Job Description:
Finance Executives are responsible for overseeing the work of Finance Associates and
managing the organization's financial operations. They develop and implement accounting policies
and procedures, prepare financial statements, and manage budgets. They also work with other
departments, such as sales and operations, to ensure that the organization is meeting its financial
goals.

Job Specification:
a) Bachelor's degree in accounting or related field
b) 5+ years of experience in accounting or finance, including supervisory experience
c) Strong leadership and organizational skills
d) Knowledge of accounting and financial reporting standards
e) Ability to manage budgets and staffing

Finance Manager
Job Description:
Finance Managers are responsible for the overall financial management of an organization.
They develop and implement financial strategies, oversee the work of the finance department, and
manage the organization's financial resources. They also work with other senior executives to ensure
that the organization is meeting its financial goals.
76

Job Specification:
a) Bachelor's degree in accounting or related field
b) 10+ years of experience in accounting or finance, including management experience
c) Strong leadership and strategic planning skills
d) Knowledge of accounting and financial management principles
e) Ability to manage budgets and staffing

Quality Assurance Associate

Quality assurance specialist-------senior Quality assurance specialist--------
Quality assurance manager-----Quality assurance director

2. Quality Assurance Associate

Job Description:
Quality Assurance Associates are responsible for testing software or products to ensure that
they meet quality standards. They develop and execute test plans, identify and report defects, and
work with developers to fix defects.

Job Specification:
a) Bachelor's degree in computer science or related field
b) 1-2 years of experience in quality assurance or software testing
c) Strong analytical and problem-solving skills
d) Excellent attention to detail and accuracy

Quality Assurance Specialist

Job Description:
Quality Assurance Specialists are responsible for developing and implementing quality assurance
processes and procedures. They also oversee the work of Quality Assurance Associates and ensure
that the quality of software or products is maintained.
77

Job Specification:

a) Bachelor's degree in computer science or related field

b) 5+ years of experience in quality assurance or software testing, including
supervisory experience
c) Strong leadership and organizational skills
d) Knowledge of quality assurance principles and practices
e) Ability to develop and implement quality assurance processes and procedures

Senior Quality Assurance Specialist

Job Description:
Senior Quality Assurance Specialists are responsible for leading and mentoring a team of
Quality Assurance Associates and Specialists. They also work with other departments, such as product
development and engineering, to ensure that quality is integrated into all aspects of the software
development process.

Job Specification:

a) Bachelor's degree in computer science or related field

b) 10+ years of experience in quality assurance or software testing, including
supervisory experience
c) Strong leadership and mentoring skills
d) Knowledge of quality assurance principles and practices
e) Ability to work effectively with other departments

Quality Assurance
Manager Job Description:
Quality Assurance Managers are responsible for the overall quality assurance program for an
organization. They develop and implement quality assurance policies and procedures, manage the
quality assurance budget, and oversee the work of the quality assurance team.

Job Specification:
a) Bachelor's degree in computer science or related field
b) 10+ years of experience in quality assurance or software testing, including
management experience
c) Strong leadership and strategic planning skills
d) Knowledge of quality assurance principles and practices
e) Ability to manage budgets and staffing
78

Quality Assurance Director

Job Description:
Quality Assurance Directors are responsible for the overall quality assurance strategy and
vision for an organization. They work with senior executives to ensure that quality is aligned with the
organization's overall goals. They also oversee the work of the quality assurance department and
ensure that the organization is meeting its quality standards.

Job Specification:
a) Bachelor's degree in computer science or related field
b) 15+ years of experience in quality assurance or software testing, including
management experience
c) Strong leadership and strategic planning skills
d) Knowledge of quality assurance principles and practices
e) Ability to manage budgets and staffing

Assistant Laundry Manager------Laundry Manager

3. Assistant Laundry Manager

Job Description:
Assistant Laundry Managers & are responsible for assisting the Laundry Manager in the day-
to-day operation of the laundry. They oversee the work of laundry

Front Office associate

Front Office operation specialist--------receptionist-------Front Desk
executive----------Front Desk Manager

4. Front Office Associate

Job Description:
Front Office Associates are responsible for greeting guests, checking them in and out, and providing
information about the hotel and surrounding area. They may also be responsible for answering
phones, handling mail, and processing payments.

Job Specification:
a) High school diploma or equivalent

b) Experience in customer service

c) Excellent communication and interpersonal skills

79

d) Ability to work independently and as part of a team

Front Office Operation Specialist

Job Description:
Front Office Operation Specialists are responsible for overseeing the day-to-day operations of the
front office. They develop and implement procedures, train and supervise staff, and ensure that guests
receive a positive experience.

Job Specification:

a) Bachelor's degree in hospitality management or related field

b) 3+ years of experience in front office operations, including supervisory experience

c) Strong leadership and organizational skills

d) Knowledge of hospitality industry standards and procedures

e) Ability to manage budgets and staffing

Receptionist
Job Description:
Receptionists are responsible for greeting visitors, answering phones, and directing them to the
appropriate person or department. They may also be responsible for scheduling appointments,
managing calendars, and providing administrative support to other staff members.

Job Specification:
a) High school diploma or equivalent

b) Experience in customer service

c) Excellent communication and interpersonal skills

d) Ability to work independently and as part of a team

80

Front Desk Executive

Job Description:
Front Desk Executives are responsible for managing the front desk and providing excellent customer
service to guests. They check guests in and out, answer questions, and resolve any issues that may
arise. They may also be responsible for supervising other front desk staff.

Job Specification:

a) Bachelor's degree in hospitality management or related field

b) 2+ years of experience in front desk operations, including supervisory experience

c) Strong leadership and organizational skills

d) Knowledge of hospitality industry standards and procedures

e) Ability to manage budgets and staffing

Front Desk Manager

Job Description:
Front Desk Managers are responsible for the overall management of the front desk. They develop and
implement procedures, train and supervise staff, and ensure that guests have a positive experience.
They also work with other departments, such as housekeeping and maintenance, to ensure that the
hotel is running smoothly.

Job Specification:
a) Bachelor's degree in hospitality management or related field

b) 5+ years of experience in front desk operations, including management experience

c) Strong leadership and strategic planning skills

d) Knowledge of hospitality industry standards and procedures

e) Ability to manage budgets and staffing

81

Specialty restaurant manager

5. Specialty Restaurant Manager
Job Description:
Specialty Restaurant Managers are responsible for the overall operation of a specialty restaurant. They
oversee the work of staff, develop and implement menus, and ensure that guests have a positive dining
experience. They also work with other departments, such as food and beverage and marketing, to
promote the restaurant and increase sales.
Job Specification:

a) Bachelor's degree in hospitality management or related field

b) 3+ years of experience in restaurant management, including specialty restaurant experience

c) Strong leadership and organizational skills

d) Knowledge of food and beverage industry standards and procedures

e) Ability to manage budgets and staffing

Sales executive
Sales manager-------sales director
6. Sales Executive
Job Description:
Sales Executives are responsible for generating leads, developing relationships with clients, and
closing sales. They work with clients to understand their needs and develop solutions that meet those
needs. They also present products and services to potential clients, negotiate contracts, and close
sales.

Job Specification:
a) Identifying and qualifying potential leads
b) Researching and understanding customer needs
c) Developing and delivering sales presentations
d) Negotiating and closing deals
e) Building and maintaining relationships with clients
f) Tracking and reporting on sales performance
82

Sales Manager
Job Description:
Sales Managers are responsible for leading and managing a team of Sales Executives. They develop
and implement sales strategies, set goals and objectives for their team, and provide coaching and
support. They also work with clients to resolve any issues and ensure that they are satisfied with the
products and services they have purchased.
Job Specification:

a) Developing and implementing sales strategies

b) Setting goals and objectives for the sales team

c) Hiring, training, and developing Sales Executives

d) Coaching and mentoring Sales Executives

e) Managing the sales budget

f) Reporting on sales performance

Sales Director
Job Description:
Sales Directors are responsible for the overall sales performance of an organization. They develop and
implement sales strategies, oversee the work of the sales team, and manage the sales budget. They
also work with senior executives to ensure that the sales team is aligned with the organization's
overall goals.

Job Specification:
a) Developing and implementing sales strategies

b) Overseeing the work of the sales team

c) Managing the sales budget

d) Working with senior executives to align the sales team with the organization's overall goals

e) Reporting on sales performance

83

Guest relation executive

7. Guest Relations Executive
Job Description:
Guest Relations Executives are responsible for ensuring that guests have a positive experience at a
hotel or resort. They greet guests upon arrival, check them in and out, and provide information about
the hotel and surrounding area. They also handle guest requests and complaints, and work to resolve
any issues that may arise.

Job Specification:
a) Greeting guests upon arrival

b) Checking guests in and out

c) Providing information about the hotel and surrounding area

d) Handling guest requests and complaints

e) Resolving guest issues

f) Following up with guests after their stay

IT specialist
IT Manager--------IT director
8. IT Specialist
Job Description:
Information technology (IT) specialists provide technical support to users and maintain computer
systems and networks. They may also be involved in developing and implementing new IT solutions.

Job Specification:
a) Troubleshooting and resolving technical issues

b) Installing and configuring hardware and software

c) Maintaining computer systems and networks

d) Providing technical support to users

e) Developing and implementing new IT solutions

f) Keeping up with the latest IT trends and technologies

84

IT Manager
Job Description:
IT managers are responsible for the overall management of an organization's IT infrastructure. They
develop and implement IT policies and procedures, oversee the work of IT staff, and manage the IT
budget. They also work with senior executives to ensure that the IT department is aligned with the
organization's overall goals.

Job Specification:

a) Developing and implementing IT strategies

b) Overseeing the work of IT staff

c) Managing the IT budget

d) Working with senior executives to align the IT department with the organization's
overall goals

e) Ensuring that the organization's IT infrastructure meets its needs

f) Keeping up with the latest IT trends and technologies

IT Director
Job Description:
IT directors are responsible for the overall IT strategy and vision for an organization. They work with
senior executives to ensure that IT is aligned with the organization's overall goals. They also oversee
the work of the IT department and ensure that the organization is meeting its IT needs.

Job Specification:

a) Developing and implementing IT strategies

b) Overseeing the work of the IT department

c) Working with senior executives to align the IT department with the organization's
overall goals

d) Ensuring that the organization's IT infrastructure meets its needs

e) Keeping up with the latest IT trends and technologies

85

Food and beverage executive

Food and beverage manager------Restaurant manager----- General
Manager

9. Food and Beverage Executive

Job Description:
Food and beverage executives are responsible for the overall management of an organization's
food and beverage operations. They develop and implement food and beverage menus, oversee the
work of food and beverage staff, and manage the food and beverage budget. They also work with
other departments, such as sales and marketing, to promote the organization's food and beverage
offerings.

Job Specification:
a) Developing and implementing food and beverage menus

b) Overseeing the work of food and beverage staff

c) Managing the food and beverage budget

d) Working with other departments to promote the organization's food and beverage offerings

e) Ensuring that the organization's food and beverage operations meet its needs

f) Keeping up with the latest food and beverage trends and technologies

Food and Beverage Manager

Job Description:
Food and beverage managers are responsible for the day-to-day operations of an organization's food
and beverage outlets. They supervise staff, ensure that food and beverage standards are met, and
manage the budget for their outlet.
Job Specification:
a) Supervising staff

b) Ensuring that food and beverage standards are met

c) Managing the budget for their outlet

d) Developing and implementing promotions and events

e) Working with the food and beverage executive to develop and implement menus
86

Restaurant Manager
Job Description:
Restaurant managers are responsible for the day-to-day operations of a restaurant. They supervise
staff, ensure that food and beverage standards are met, and manage the budget for their
restaurant. They also work with the food and beverage manager to develop and implement
menus.

Job Specification:

a) Supervising staff

b) Ensuring that food and beverage standards are met

c) Managing the budget for their restaurant

d) Developing and implementing promotions and events

e) Working with the food and beverage manager to develop and implement menus

General Manager
Job Description:
General managers are responsible for the overall operation of a hotel, resort, or other hospitality
establishment. They oversee all aspects of the business, including food and beverage, housekeeping,
maintenance, and guest services. They also develop and implement policies and procedures, and
manage budgets and staffing.

Job Specification:
a) Overseeing all aspects of the business, including food and beverage, housekeeping,
maintenance, and guest services

b) Developing and implementing policies and procedures

c) Managing budgets and staffing

d) Ensuring that the establishment meets its goals and objectives

87

CAREER DEVELOPMENT PROGRAM:

Voyage Global Leadership Development Program
Voyage program accelerates the training of university students and recent graduates by exposing
them to several functions within their global hotel network and providing mentors to personalize
employees learning experience.

U.S. Veterans
J W Marriott values the skills and teamwork that are developed in the military and match them with
positions that keep veterans moving forward in their careers.

5.Mandarin Oriental Hotel

Group About:
Mandarin Oriental Hotel Group International Limited (MOHG) is a multinational hospitality and
management company specializing in luxury hotels, resorts, and residences. It operates a total of 34
properties worldwide, with MOHG owning either wholly or partially 20 of them. The company is
publicly traded on several stock exchanges, including LSE, SGX, BSX, and FWB, with an ISIN number of
BMG578481068.

Founded in 1963 in Hong Kong, MOHG is headquartered in Central, Hong Kong. The key people
leading the organization include Benjamin Keswick as Chairman, John Witt as Managing Director,
James Riley as Group Chief Executive, and Matthew Bishop as Chief Financial Officer.
In terms of financial performance, MOHG reported a decrease in revenue, with $183 million in 2020
compared to $567 million in 2019. Operating income also decreased, with -$205 million in 2020 and
$41 million in 2019. The net income showed a decrease as well, with -$680 million in 2020 and -$56
million in 2019.
The company has a significant workforce of approximately 12,000 employees and is affiliated with
the parent company Jardine Matheson

CAREERS:
Guest Services Executive
Guest Service------------Quality assurance------Customer service training
specialist
88

Guest Services Executive

Job Description:

Guest Services Executives are responsible for providing a high level of customer service to guests of
hotels, resorts, and other hospitality establishments. They greet guests upon arrival, check them in and
out, and provide information about hotel amenities and local attractions. They also handle guest
requests and complaints, and work to resolve any issues that may arise.

Job Specification:
a) High school diploma or equivalent

b) 1+ years of experience in customer service

c) Excellent communication and interpersonal skills

d) Ability to work independently and as part of a team

e) Strong organizational and time management skills

f) Knowledge of hospitality industry standards and procedures

Guest Service Quality Assurance

Job Description:

Guest Service Quality Assurance Analysts are responsible for monitoring and evaluating the quality of
customer service provided by hospitality establishments. They review guest feedback, conduct audits,
and interview staff members to identify areas for improvement. They also develop and implement
quality assurance standards and procedures.

Job Specification:
a) Bachelor's degree in hospitality management or related field

b) 2+ years of experience in customer service or quality assurance

c) Excellent analytical and problem-solving skills

d) Strong written and verbal communication skills

e) Ability to work independently and as part of a team

f) Customer Service Training Specialist

g) Job Description:
89

Customer Service Training Specialists are responsible for developing and delivering training
programs to customer service representatives and other employees. They create and deliver training
materials, lead workshops, and provide one-on-one coaching. They also work with managers to
identify training needs and develop training plans.

Job Specification:
a) Bachelor's degree in business administration, hospitality management, or related field

b) 3+ years of experience in customer service or training

c) Excellent communication and presentation skills

d) Ability to develop and deliver engaging training programs

e) Ability to work independently and as part of a team

 Housekeeping
Head house keeper------------Accommodation manager

2. Housekeeping
Job Description:

Housekeepers are responsible for cleaning and maintaining guest rooms, public areas, and other
facilities in hotels, resorts, and other hospitality establishments. Their duties may include sweeping,
mopping, dusting, polishing, and vacuuming. They may also be responsible for making beds,
changing linens, and restocking supplies.

Job Specification:
a) High school diploma or equivalent

b) Experience in cleaning and maintaining hotel rooms or other facilities

c) Attention to detail and a strong work ethic

d) Ability to work independently and as part of a team

90

Head Housekeeper
Job Description:

Head Housekeepers are responsible for supervising and managing housekeeping staff. They develop
and implement cleaning standards and procedures, and ensure that guest rooms and other facilities are
clean, well-maintained, and meet the hotel's standards. They also order and maintain cleaning supplies
and equipment, and hire and train new staff members.

Job Specification:
a) 3+ years of experience in housekeeping, including supervisory experience

b) Strong leadership and organizational skills

c) Ability to develop and implement cleaning standards and procedures

d) Knowledge of hospitality industry standards and procedures

Accommodation Manager
Job Description:

Accommodation Managers are responsible for the overall management of accommodation facilities,
such as hotels, resorts, and student housing. They oversee the day-to-day operations of the facility,
including housekeeping, maintenance, and guest services. They also develop and implement policies
and procedures, and manage budgets and staffing.

Job Specification:
a) Bachelor's degree in hospitality management or related field

b) 3+ years of experience in hospitality management

c) Strong leadership and organizational skills

d) Knowledge of hospitality industry standards and procedures

e) Ability to manage budgets and staffing

91

 Banquet Operations Executive

Banquet Operations Executive

Job Description:

Banquet Operations Executives are responsible for the planning and execution of banquets and other
events in hotels, resorts, and other hospitality establishments. They work with clients to understand
their needs and develop event plans. They also coordinate with other departments, such as catering,
housekeeping, and security, to ensure that the event runs smoothly.

Job Specification:
a) Bachelor's degree in hospitality management or related field

b) 1+ years of experience in banquet operations or event planning

c) Excellent communication and interpersonal skills

d) Strong organizational and time management skills
e) Ability to work independently and as part of a team

 Security Officer
Supervisor---------senior supervisor-------Chief security officer
4. Security Officer
Job Description:

Security Officers are responsible for protecting people and property from crime. They patrol buildings
and grounds, monitor security cameras, and respond to alarms. They may also be responsible for
screening visitors and employees, and conducting security checks.

Job Specification:
a) High school diploma or equivalent

b) Experience in security work

c) Good physical condition

d) Attention to detail and a strong work ethic

e) Ability to work independently and as part of a team

92

Security Officer Supervisor

Job Description:

Security Officer Supervisors oversee the work of other security officers. They develop and implement
security plans and procedures, and ensure that security officers are properly trained and equipped.
They also respond to major incidents and work with law enforcement to investigate crimes.

Job Specification:
a) 3+ years of experience in security work, including supervisory experience
b) Strong leadership and organizational skills
c) Knowledge of security industry standards and procedures
d) Ability to develop and implement security plans and procedures

Security Senior Supervisor

Job Description:

Security Senior Supervisors oversee the work of multiple security officer supervisors. They are
responsible for developing and implementing security policies and procedures for the entire
organization. They also work with other departments to ensure that security is integrated into all
aspects of the organization's operations.

Job Specification:
a) 5+ years of experience in security work, including supervisory experience

b) Strong leadership and strategic planning skills

c) Knowledge of security industry standards and procedures

d) Ability to develop and implement security policies and procedures

Chief Security Officer

Job Description:

Chief Security Officers (CSOs) are responsible for the overall security of an organization. They
develop and implement security strategies and policies, and oversee the work of all security
personnel. They also work with other senior executives to ensure that security is integrated into all
aspects of the organization's operations.
93

Job Specification:
a) 10+ years of experience in security work, including senior management experience

b) Strong leadership and strategic planning skills

c) Knowledge of security industry standards and procedures

d) Ability to manage budgets and staffing

 F&B Executive
F&B Manager---------Restaurant manager-------General
Manager

5. F&B Executive
Job Description:

F&B Executives are responsible for the planning, execution, and management of all food and
beverage operations in hotels, resorts, and other hospitality establishments. They oversee the
development and implementation of menus, the training and supervision of staff, and the control of
costs. They also work to ensure that guests have a positive dining experience.

Job Specification:
a) Bachelor's degree in hospitality management or related field

b) 3+ years of experience in food and beverage management

c) Strong leadership and organizational skills

d) Knowledge of food and beverage industry standards and procedures

e) Ability to manage budgets and staffing

94

F&B Manager
Job Description:

F&B Managers are responsible for the day-to-day operations of food and beverage outlets in hotels,
resorts, and other hospitality establishments. They oversee the training and supervision of staff, the
preparation and service of food and beverages, and the control of costs. They also work to ensure that
guests have a positive dining experience.

Job Specification:
a) Bachelor's degree in hospitality management or related field

b) 2+ years of experience in food and beverage management

c) Strong leadership and organizational skills

d) Knowledge of food and beverage industry standards and procedures

e) Ability to manage budgets and staffing

Restaurant Manager
Job Description:

Restaurant Managers are responsible for the overall operation of restaurants. They oversee the training
and supervision of staff, the preparation and service of food and beverages, and the control of costs.
They also work to ensure that guests have a positive dining experience.

Job Specification:
a) High school diploma or equivalent

b) 2+ years of experience in restaurant management

c) Strong leadership and organizational skills

d) Knowledge of food and beverage industry standards and procedures

e) Ability to manage budgets and staffing

95

General Manager
Job Description:

General Managers are responsible for the overall operation of hotels, resorts, and other hospitality
establishments. They oversee all aspects of the business, including food and beverage, housekeeping,
maintenance, and guest services. They also develop and implement policies and procedures, and
manage budgets and staffing.

Job Specification:
a) Bachelor's degree in hospitality management or related field

b) 5+ years of experience in hospitality management, including general management experience

c) Strong leadership and strategic planning skills

d) Knowledge of hospitality industry standards and procedures

e) Ability to manage budgets and staffing

 Financial Analyst
Portfolio Manager---------Fund Manager

Financial Analyst

Job Description:
A Financial Analyst in hotels is responsible for analyzing the hotel's financial performance and
providing insights to management to help them make informed decisions. This includes developing
and maintaining financial models, preparing financial reports, and conducting financial analysis.
Financial Analysts also play a key role in the budgeting and forecasting process.

Job Specification:
a) Bachelor's degree in accounting, finance, or a related field
b) 2-3 years of experience in a financial analyst role, preferably in the hotel industry
c) Strong analytical and problem-solving skills
d) Excellent communication and interpersonal skills
96

Portfolio Manager
Job Description:
A hotel portfolio manager is responsible for overseeing the management of a group of hotels, typically
owned by the same company. They work to ensure that each hotel is operating efficiently and
profitably, while also maintaining the company's overall brand standards.

Hotel portfolio managers typically have a wide range of responsibilities, including:

a) Developing and implementing strategic plans for each hotel in the portfolio
b) Setting and monitoring financial targets
c) Overseeing the marketing and sales efforts for each hotel
d) Managing the hotel's staff and resources
e) Ensuring that the hotel is compliant with all relevant regulations
f) Representing the company at industry events and trade shows

Job Specification:
a) Bachelor's degree in business administration, hospitality management, or a related field
b) 5+ years of experience in hotel management, preferably in a supervisory role
c) Strong financial and analytical skills
d) Excellent communication and interpersonal skills
e) Ability to work independently and as part of a team
f) Ability to travel frequently

Fund Manager
Job Description:
a) The specific responsibilities of a fund manager in a hotel will vary depending on the size and
type of hotel, but some common tasks include:

b) Developing and implementing investment strategies for the hotel's assets, including cash,
cash equivalents, and investments
c) Managing the hotel's budget and ensuring that expenses are aligned with revenue
d) Tracking and reporting on the hotel's financial performance to the general manager and
other senior executives
e) Identifying and evaluating new investment opportunities
f) Managing the hotel's relationships with banks and other financial institutions
g) Advising the general manager and other senior executives on financial matters
97

Job Specification:
a) Bachelor's degree in finance, accounting, or a related field
b) 3-5 years of experience in financial management, preferably in the hospitality
industry
c) Strong analytical and problem-solving skills
d) Excellent communication and interpersonal skills
e) Ability to work independently and as part of a team

Receiving Clerk
Senior clerk---------Officer

7. Receiving Clerk
Job Description:
Receiving Clerks are responsible for receiving and processing incoming shipments of goods and
materials. They check shipments against purchase orders and invoices to ensure that the correct items
have been received in the correct quantities and condition. They also unload shipments, store items in
the appropriate locations, and update inventory records.

Job Specification:
a) High school diploma or equivalent

b) Experience in receiving and processing shipments

c) Attention to detail and a strong work ethic

d) Ability to work independently and as part of a team

Senior Clerk
Job Description:
Senior Clerks are responsible for overseeing the work of other Receiving Clerks. They also handle
more complex tasks, such as investigating discrepancies in shipments and resolving customer
complaints.
Job Specification:
a) 3+ years of experience in receiving and processing shipments, including
supervisory experience

b) Strong leadership and organizational skills

98

c) Ability to develop and implement procedures

d) Ability to work independently and as part of a team

Officer
Job Description:
Officers are responsible for managing the overall receiving and processing operation. They develop
and implement policies and procedures, and oversee the work of all receiving staff. They also work
with other departments, such as purchasing and inventory, to ensure that the receiving operation is
running smoothly.

Job Specification:
a) 5+ years of experience in receiving and processing shipments, including
management experience

b) Strong leadership and strategic planning skills

c) Knowledge of receiving and processing industry standards and procedures

d) Ability to manage budgets and staffing

e)

 Hotel Services Associate

Hotel service executive----------Hotel service manager

8. Hotel Services Associate

Job Description:
Hotel Services Associates are responsible for providing a variety of services to hotel guests, including
housekeeping, food and beverage service, and concierge services. They may also be responsible for
answering phones, checking guests in and out, and handling luggage.

Job Specification:
a) High school diploma or equivalent

b) Experience in customer service

c) Attention to detail and a strong work ethic

d) Ability to work independently and as part of a team

99

Hotel Service Executive

Job Description:
Hotel Service Executives are responsible for overseeing the work of Hotel Services Associates. They
also handle more complex tasks, such as resolving guest complaints and coordinating special requests.
Job Specification:
a) 3+ years of experience in hotel services, including supervisory experience

b) Strong leadership and organizational skills

c) Ability to develop and implement procedures

d) Ability to work independently and as part of a team

Hotel Service Manager

Job Description:
Hotel Service Managers are responsible for managing the overall hotel services operation. They
develop and implement policies and procedures, and oversee the work of all hotel services staff. They
also work with other departments, such as front desk and housekeeping, to ensure that the hotel
services operation is running smoothly.

Job Specification:
a) 5+ years of experience in hotel services, including management experience

b) Strong leadership and strategic planning skills

c) Knowledge of hotel services industry standards and procedures

d) Ability to manage budgets and staffing

 Assistant Bar Manager

9. Assistant Bar
Manager Job
Description:

Assistant Bar Managers are responsible for assisting the Bar Manager in the day-to-day operation of
the bar. They oversee the training and supervision of bartenders, ensure that the bar is stocked with
supplies, and prepare and serve drinks to guests. They also work to ensure that guests have a positive
experience at the bar.
100

Job Specification:
a) 2+ years of experience in bartending or bar management

b) Strong leadership and organizational skills

c) Knowledge of bartending and bar management procedures

d) Ability to manage budgets and staffing

 Accounts Executive
Accounts manager--------Accounts director
Accounts Executive
Job Description:
Accounts Executives are responsible for developing and managing relationships with clients,
generating leads, and closing deals. They work with clients to understand their needs and develop
solutions that meet those needs. They also present products and services to potential clients, negotiate
contracts, and close sales.

Job Specification:
a) Bachelor's degree in business administration or related field

b) 2+ years of experience in sales

c) Strong communication and interpersonal skills

d) Ability to work independently and as part of a team

Accounts Manager
Job Description:
Accounts Managers are responsible for overseeing the work of Accounts Executives and managing
client relationships. They develop and implement sales strategies, set goals and objectives for their
team, and provide coaching and support. They also work with clients to resolve any issues and ensure
that they are satisfied with the products and services they have purchased.
Job Specification:
a) Bachelor's degree in business administration or related field

b) 5+ years of experience in sales, including management experience

c) Strong leadership and organizational skills

d) Ability to develop and implement sales strategies

101

Accounts Director
Job Description:
Accounts Directors are responsible for developing and implementing overall sales strategies for their
organization. They manage a team of Accounts Managers and oversee all aspects of the sales process.
They also work with other departments, such as marketing and product development, to ensure that
the sales team is aligned with the organization's overall goals.

Job Specification:
a) Bachelor's degree in business administration or related field
b) 10+ years of experience in sales, including management experience
c) Strong leadership and strategic planning skills
d) Ability to develop and implement sales strategies
e) Ability to manage budgets and staffing

CAREER DEVELOPMENT PROGRAM:

Move In Orientation
Mandarin Group Of Hotels wants the employees to understand our culture, our heritage and our
story. The MOve In Orientation allows the employees to get to know the hotel beyond what they see
and hear from their consumer brand. The hotel will work with the employees to map out a Colleague
Journey that will delight and satisfy their needs.

Move Up
Mandarin Group Of Hotels wants the employees to have the management skills that they need to
progress on their journey with the hotel. The MOve Up programme recognises commitment and hard
work, and offers eight core modules that’ll equip the employees with a skill-set for success.

Move Forward
Mandarin Group Of Hotels wants the employees to broaden their areas of expertise and develop
enough business acumen that they are prepared for any challenge within the hotel. The Move Forward
programme is an intensive 14 month ‘mini MBA’. Employees are required to apply for this
programme and go through a rigorous selection process.

MBA
Mandarin Group Of Hotels wants the employees to distinguish themselves, the hotel and the company
from others in the industry. Their in-house MBA, run in conjunction with the Royal Melbourne
Institute of Technology (RMIT) is offered to colleagues at senior level management. The employees
will have to be nominated by their General Manager and endorsed by the Group Chief Executive
Officer.
 102

Comparison of Career Programs

Point of Taj Group Four Seasons ITC Hotels J.W. Marriott Mandarin Group
Difference of Hotel of Hotels

Career Golden Global 1.WelcomLEAD 1.Voyage Global 1.Move In

Development Threshold Internship Training Programme Leadership Orientation
programs Program 2.Graduate Development 2.Move Up
Hospitality Program 3.Move Forward
Programme 2.U.S. Veterans 4.MBA

Duration 1 year 3-6 months 1.3 years Not Specified 1.Not specified
2. 2 years 2.Not specified
3.14 months
4. Not specified
Eligibility 10+2 Pass Undergraduate 1.10+2 Pass Veterans with 4.Senior level
2. Any graduate military skills management or
nomination
Stipend Yes No Yes No No
Curriculum Job-specific Self-directed Academic and on-the- 1. On-the-job 1. Employees get
training in all learning job training in all training in front of to know the hotel's
aspects of program with aspects of hotel the house culture and
hotel exposure to all operations departments heritage
operations aspects of 2. Exposure to 2. Offers eight
hotel several functions core modules for
operations within the global developing
hotel network management skills.
3. Broadens areas
of expertise and
develops business
acumen.
4. In-house MBA
in collaboration
with RMIT for
senior-level
colleagues.
Certification Yes No Yes Yes No
Job Yes Yes Yes Yes Not Specified
placement
103

Conclusion:
The choice of a career program depends on an individual's goals, current educational level, and
preferred learning style.
 Four Seasons Global Internship is a great option for a program that will give you a head
start on your career
 ITC WelcomLEAD Programme or the ITC Graduate Hospitality Programme are good
choices that will provide you with a comprehensive education in the hospitality industry
 JW Mariott’s Voyage Global Leadership Development Program or the Mandarin Groups
of Hotels Move Forward programme will challenge and help an individual to develop the
leadership skills
 Taj’s GTP is exclusively for students who aspire to be successful in the hospitality Industry

Career Counseling Process in Hospitality Industry

1. Hotel Manager Counseling: This is a process where two people set aside time to
explore difficulties which one of the individuals is experiencing. It can be a helpful tool
for hotel managers to address any personal or professional issues they may be facing.

2. Psychology in Hospitality: Psychology can play an integral role in helping hospitality

professionals attain and improve their soft skills, which can make a difference in their
success. This can include improving customer service, communication, and emotional
intelligence.

3. Mental Health Services for Guests: Some hotels are expanding their offerings to include
concrete, science-backed solutions focused on travelers’ mental and emotional health. This
can include offering free video therapy sessions with licensed counselors or adding
psychotherapists and counselors to their staff so guests can schedule a therapy session as
easily as they might order room service.

4. Coaching: Coaching is another tool that can be used to improve customer service by
improving the processes in which staffs engage with guests. It can help employees
develop their skills and improve their performance.

It's important to note that counseling and mental health services should not be seen as a substitute for
clinical psychological care. Travelers who are experiencing mental health crises should reach out to
crisis centers and trained psychotherapists for help. Additionally, counseling should be approached
with care and professionalism.
104

Recent developments & trends in Career Planning & Development

The hotel industry is constantly evolving, and professionals in the industry must keep up with the
latest trends to stay competitive. Here are some recent developments and trends in career planning and
development in the hotel industry:

a. Career Advancement Challenges: Career advancement in the hotel industry can be

challenging due to the traditional job hierarchy and the constrained capacity for
growth. However, taking on leadership roles, spearheading new initiatives, and
looking out for new and creative solutions to problems can demonstrate value and
potential to employers and position individuals for career growth.

b. Technology and Digital Transformation: Digital transformation and the leverage

of technology play an important role in today’s hotel industry. Hotels need to pivot
their services and products with the latest technology to keep their competitive edge.
Technologies like artificial intelligence (AI) chat bots can improve guest experience,
mobile ordering can increase efficiency, and robots can lower staff workload and
minimize costs.

c. Ecotourism and Sustainability: Ecotourism, religious tourism, micro-cations, and

culinary travel are predicted to drive the industry in the coming years. Hotels are also
making sustainability a priority.

d. Personalization: Personalization is becoming increasingly important in the hotel

industry. Customers want a personalized experience, and hotels are using data
and technology to provide it.

e. Bleisure Travelers and Hotel Workspaces: Working remotely has become

commonplace for many employees, and hotels are adapting to this trend by offering
workspaces and amenities for "bleisure" travelers.