Available Roles at Accor Hotel

Job Description

Scope of Position:

• As a Waiter/Waitress you will be responsible to prepare for Food and Beverage service and serves our guests in line with the Food and Beverage concept. As a Waiter/Waitress, you will provide guests with the full experience that encompasses engaging & personalized service from beginning to end of service. Your role is to turn their moments with us into memories by delivering Fairmont`s service promise and the highest level of brand standards and Fairmont service standards.
• Demonstrates Fairmont standards in all interactions.
• To promote and maintain a positive working relationship at all times with all the Colleagues in Fairmont.
• To consistently offer professional, friendly and warm service.
• To demonstrate a complete understanding of Restaurant Policies & Procedures and Service Standards as outlined by Fairmont Hotels & Resorts.
• To have full knowledge of the Menu, Beverage lists in your outlet and all other special promotions taking place in the hotel. Knowledge of all menu items, garnishes, contents and preparation methods.  To be able to answer any Guest questions about menu items in an informative and helpful way.
• To understand shift end reports, have knowledge of non-cash/cash transactions and procedures for depositing monies into safe or collecting due backs.
• To understand how to operate all the equipment used in the outlet.
• To fully understand and follow the hotel’s recycling program and procedures.
• To actively participate in all health and safety procedures the entire hotel.
• To follow all of safety and sanitation policies when handling food and beverage.
• Carrying out any miscellaneous duties and responsibilities as requested by your manager pertaining to total quality service delivered in Restaurant.
• Follows Hotel’s telephone etiquette standards.
• Perform other duties, as and when required.

Qualifications

• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
• Proficient in the English language (verbal & written), second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Previous service experience an asset.
• Available to work night shift, weekends and/or holidays.
• Previous point of sale system experience an asset, but not required. 
• Excellent communication and organizational skills. 
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

go to method of application »

Job Description

Scope of Position:

• Bartender’s/Barman primarily responsibility is to exceed all expectations of all Internal and External Guests. Facilitating an excellent guest experience in the outlet by ensuring exceptional products and services at all times. As a Bartender’s/Barman, you will provide guests with the full experience that encompasses engaging & personalized service from beginning to end of service. Your role is to turn their moments with us into memories by delivering Fairmont`s service promise and the highest level of brand standards.

Requirements:

• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
• Proficient in the English language (verbal & written), second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be flexible in terms of working hours.
• Must be physically fit.
• Must have sound knowledge of beverages and cocktails.

Responsibilities:           

• Demonstrates Fairmont luxury standards in all interactions.
• Mixes and prepares a wide range of beverage items.
• Greets all guests and colleagues in a warm and sincere manner and always adopts a positive attitude to keep the team spirit at its highest.
• To ensure that all guests leave the outlet with a lasting positive experience and impression of the outlet.
• Should be punctual, efficient, and above all courteous – assuming a pleasing and helpful attitude towards each guest.
• To have pride in his/her appearance and personal hygiene, making sure that his/her uniform and shoes are always of the highest standard.
• Has a genuine desire to provide an unparalleled guest experience.
• To handle any guest feedback in an appropriate manner ensuring the guest leaves the outlet completely satisfied. If unable to correct the situation the colleague must inform supervisors or managers in order to facilitate service recovery.
• Checks and sets-up bar and equipment, places bottles in the proper place, prepares adequate mise-en-place to be used during the shift.
• To report to duty punctually, in full uniform according to appearance and grooming standards.
• To demonstrate a complete understanding of Restaurant Policies & Procedures and Service Standards as outlined in the Fairmont Standards.
• To make and serve drinks in accordance with liquor laws.
• To maintain a clean and safe work and dining environment.
• To have full knowledge of available menus of the restaurant.
• To be aware of safety in the bar, to have complete understanding of adhere to the company’s policy regarding fire, hygiene and safety.
• Maintain an accurate reasonable inventory, completing nightly and monthly inventory counts.
• To order, stock, and control all necessary par stock levels.
• Ensures that licensing hours and laws are strictly followed.
• Monitoring Freezers and Refrigerators, should any problems occur it must be reported to the technical services.
• To ensure that costs are kept to a minimum by controlling wastage and breakage.
• Occasional Duties/Projects as assigned to you by Food & Beverage Management may be assigned to you periodically.
• Follows Hotel’s telephone etiquette standards.
• Follows Occupational Health & Safety regulations.
• Reports suspicious people, parcels, and behaviours to Security.

Qualifications

• Minimum 2 years experience working in a luxury or upmarket hotel.
• Food and Beverage training/certification or Hospitality qualifications advantageous.
• Experience with Point of Sale System.
• Availability to work nights, weekends, and holidays.
• Positive, engaging personality, and professional appearance.
• Basic math and computer skills.
• Exceptional interpersonal and communication skills.
• Strong task and time management abilities.
• Eye for detail and understanding of drink mixing tools and techniques.
• Ability to stand, walk, bend, etc. for extended periods, and lift heavy objects.
• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be physically fit.
• Must have good knowledge of beverages and cocktails.

go to method of application »

Job Description

Position Summary

• The Switchboard Operator has the responsibility to provide administrative support to the Front Office department by completing arrival preparations for the following day, by ensuring all guests requests and celebrations are highlighted and communicated to the relevant departments. The Switchboard Operator has the responsibility to complete the daily staff transport list for all Heartists of the hotel. Answering of phone calls and the coordination of messages is required to ensure accurate communication within the hotel. The Switchboard Operator will be responsible for managing all internal and external calls received directly to the Hotel main line.

Guest Experience

• Has the responsibility to ensure WBK, HIP and VIP profiles are completed and emailed to all departments of the hotel on a weekly basis
• Switchboard sets the tone for the guest experience as they provide assistance and information in all aspects of a guests’ stay, therefore clear and concise communication is required to exceed guest expectations and to anticipate guest needs

Key Responsibilities and Duties

• Answering all calls according to the Fairmont (Royal Service) and Leading Hotels of the World Standards.
• Assisting callers with relevant information were possible relating to the outlets, facilities and services offered at the hotel including the operating hours.  
• Directing calls to relevant departments.
• Coordinating staff transport effectively.
• Assist with management of Front Office printers and the coordination of monthly services.
• Complete daily arrival prep for the following day, which includes arranging gifting according to special occasions, status level of ALL members as well as HIP, HIM and WBK guests. This also includes the printing of vouchers for value adds as well as the preparation of gifting.
• Coordinates all incoming emails and delivery of guest messages.
• Assist in the induction process of new recruitments within the switchboard sub department.
• Ensure transport lists are sent out timeously on a daily basis.
• Ensure that the Back Office area is clean and tidy at all times.  
• Recording and distributing of guest supplies upon request. Have the responsibility to ensure PAR levels are maintained and to place orders with the Front Office Supervisor / Assistant Front Office Manager when required.
• Receive and ensure guest messages are delivered according to the preferred communication method.
• Recording and executing guest wake up calls.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Performs any reasonable duty as instructed by Front Office Manager or Assistant Front Office Manager.
• Works in harmony with all departments and employees, is willing to assist others if and when required.
• Attends all training workshops as and when required.
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position.
• Maintains the high standard of service, appearance and social skills set according to the company policy.
• Ensures all duties and tasks are completed according to the standard operating procedures set out by Fairmont and Leading Hotels of the World.

Financial Attributes

• Prompting upsells and late departures when checking guest itineraries during prep stage.
• Managing the stationery usage to reduce operational costs.
• Promoting all revenue outlets of the hotel.
• Promoting the hotel chauffeur for paying transfers and tours to increase revenue.

Qualifications

Job Requirements and Qualifications:

• Proficiency in the English including written and verbal communication
• Outstanding communication and interpersonal skills
• Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word, Excel and PowerPoint) and Midas
• Switchboard experience would be advantageous
• Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)
• Experience in the hospitality and tourism industry preferable
• Excellent organizational and planning skills
• Team player
• Have the ability to work under pressure
• Enjoy anticipating and exceeding guest expectations
• Self-Motivator
• Basic reservations knowledge will be advantageous
• Good general knowledge of the Front Office Department

go to method of application »

Job Description

Scope of Position:

• Responsible for bar daily shift operations and supervision of staff. Position assists with promoting the Bar, menu planning, maintains standards, assists servers on the floor during peak periods and manages property liquor inventories and controls. Strives to ensure guest and employee satisfaction while maintaining the operating budget. Accountable for enforcing all legal obligations professionally and consistently. Determines training needed to accomplish goals, then implements plan. Strengthens the food and beverage/culinary team by assisting in other outlets when needed.

Responsibilities

• Run the daily show ensuring seamless service and guest satisfaction.
• Ensuring the restaurant/bar area are H&S compliant for each shift.
• Run the daily briefing for the restaurant/bar team and promoting daily specials and upselling techniques.
• Coordinating and running the reservations system
• Coordinating and running the reservations system and drafting floor plan based on how many hungry guests we're expecting.
• Supporting the Bar Manager with Food & Beverage stock; ordering, stock counts
• Support the Restaurant Bar Manager on training of wine, food and beverage menus.
• Cash handling and daily reporting of revenues as per hotel SOP’s
• Teams scheduling
• Responsible for the service on the floor and bar
• Responsible for the safe opening and closing of the restaurant.
• Teaming up with the culinary team on menus, service, and product availability.
• Perform other duties as and when requested.

Qualifications

• Fluent in the English language (verbal & written), second language is an asset.
• Matric and registered level 3 Culinary Diploma 
• International experience would be advantageous.
• Minimum of 2-3 years progressive management experience in a luxury hotel related field. 
• Computer literate in Excel, Word, Outlook, Materials, and e- mail.
• Analytical and Conceptual thinking ability and implementation skills
• Must be flexible in terms of working hours.
• Must be physically fit.
• Must have great leadership and communication skills.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must maintain composure and a level head under pressure.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be effective at handling problems in the workplace, including anticipation.
• Prevention, identification, and solutions as necessary.
• Must possess outstanding guest services skills.

go to method of application »

Job Description

Scope of Position:

• Responsible for bar daily shift operations and supervision of staff. Position assists with promoting the Restaurants and Bars, menu planning, maintains standards, assists servers on the floor during peak periods and manages property liquor inventories and controls. Strives to ensure guest and employee satisfaction while maintaining the operating budget. Accountable for enforcing all legal obligations professionally and consistently. Determines training needed to accomplish goals, then implements plan. Strengthens the food and beverage/culinary team by assisting in other outlets when needed.

Responsibilities

• Managing the daily operation by supporting both the restaurant manager as well as the supervisors.
• Prioritizing the guest and ensuring team follow through with LQA standards to ensuring seamless service and guest satisfaction.
• Ensuring the restaurant/bar area are H&S compliant for each shift.
• Run the daily briefing for the team and promoting daily specials and upselling techniques.
• Coordinating and running the reservations system Dineplan by ensuring full guest information is recorded, following up with deposits and refunds.
• Drafting floor plans for groups, for busy breakfast and busy operations.
• Drafting PARs and ensuring stock related responsibilities are strictly followed.
• Guiding and delegating as much as possible to the Departmental trainers, allowing them to grow and feel empowered.  
• Cash handling and daily reporting of revenues as per hotel SOP’s, ensuring follow up emails are send when cash payments are taken
• Teams scheduling and assisting with leave planning
• Ensuring checklist and staff responsibilities are followed through by communicating and holding supervisors accountable
• Responsible for the safe opening and closing of the restaurant.
• Teaming up with the culinary team on menus, service, and product availability.
• Responding to Finance related emails with proper handover at the end of shift for open beverage/food and consumption.
• Ensuring billing/micros spot checks are done during operation.
• Handling team counselling for underperforming staff members
• Assisting with probation reviews and team development
• Punctual, efficient, and courteous at all times with guests and fellow Team Members alike
• Handles all guest complaints immediately, courteously and satisfactorily.
• Daily reporting of revenues as per hotel SOP’s ensuring handover is send at the end of the shift
• Attends all scheduled food and beverage and other relevant meetings when required.
• Take extreme care with personal grooming in order to maintain a consistently high level of professional appearance and monitors service personnel’s appearance and grooming.

Qualifications

• Fluent in the English language (verbal & written), second language is an asset.
• Matric and registered level 3 Culinary Diploma 
• International experience would be advantageous.
• Minimum of 2-3 years progressive management experience in a luxury hotel related field. 
• Computer literate in Excel, Word, Outlook, Materials, and e- mail.
• Analytical and Conceptual thinking ability and implementation skills
• Must be flexible in terms of working hours.
• Must be physically fit.
• Must have great leadership and communication skills.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must maintain composure and a level head under pressure.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be effective at handling problems in the workplace, including anticipation.
• Prevention, identification, and solutions as necessary.
• Must possess outstanding guest services skills.

go to method of application »

Job Description

Scope of Position:

• Responsible for daily shift operations and supervision of staff. Position assists with maintaining standards, assists servers on the floor during peak periods and manages property liquor inventories and controls. Strives to ensure guest and employee satisfaction.. Determines training needed to accomplish goals, then implements plan. Strengthens the food and beverage/culinary team by assisting in other outlets when needed.

Responsibilities

• Managing the daily operation by supporting both the restaurant manager as well as the supervisors.
• Prioritizing the guest and ensuring team follow through with LQA standards to ensuring seamless service and guest satisfaction.
• Ensuring the restaurant/bar area are H&S compliant for each shift.
• Run the daily briefing for the team and promoting daily specials and upselling techniques.
• Coordinating and running the reservations system Dineplan by ensuring full guest information is recorded, following up with deposits and refunds.
• Ensuring stock related responsibilities are strictly followed.
• Taking lead as a Departmental trainers.
• Ensuring checklist and staff responsibilities are followed through
• Responsible for the safe opening and closing of the restaurant.
• Punctual, efficient, and courteous at all times with guests and fellow Team Members alike
• Take extreme care with personal grooming in order to maintain a consistently high level of professional appearance and monitors service personnel’s appearance and grooming.

Qualifications

• Fluent in the English language (verbal & written), second language is an asset.
• International experience would be advantageous.
• Analytical and Conceptual thinking ability and implementation skills
• Must be flexible in terms of working hours.
• Must be physically fit.
• Must have great leadership and communication skills.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must maintain composure and a level head under pressure.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be effective at handling problems in the workplace, including anticipation.
• Prevention, identification, and solutions as necessary.
• Must possess outstanding guest services skills.

go to method of application »

Job Description

Scope of position:

• Under the general direction of the Housekeeping Management, ensure all linen is exchanged and delivered according to standards, all corridors are vacuumed and every guest request is completed in a timely manner.

Responsibilities:

• Ensure the highest level of guest service through the application of Fairmont Core standards and standard operating policies.
• Make sure all soiled linen is regularly emptied from the pantry and returned to the linen room.
• Stock up all pantries with clean linen according to par-stock.
• Assist the linen room as required, with daily tasks.
• Report immediately any Lost and Found article(s).
• Report any equipment which is malfunctioning.
• Ensure that all equipment including vacuums, used for the day are cleaned and stored in the storeroom.
• Vacuum all corridors and staircases as assigned by section.
• Bring any guest supplies daily to pantries, according to daily order list and replenish service areas.
• Note all Guest requests received via HSK Supervisors/Management and carry out exactly all requests.
• Move furniture from time to time.
• Refill daily chemicals.
• Clean all walls lights/ceiling lights as required.
• Assist with the removal of guestroom drapery for cleaning.
• Conduct deep cleaning tasks as assigned (eg. Spot carpet cleaning, shower head de-scaling, etc.
• Keep Housekeeping Office, floor pantries & storerooms clean & tidy at all times.
• Report anything which could be classed as a Health & Safety hazard.
• Assist in on job training of new House Attendants as and when required.
• Attend training courses given by Housekeeping and Talent & Culture.
• Complying with any reasonable request by the Supervisor and Hotel Management.

Qualifications

• Fluency in English essential.
• Competency in verbal English essential.
• Previous experience in Hotel Housekeeping department desirable.
• Previous experience in customer service desirable.
• Previous experience in 5 star property desirable

go to method of application »

Job Description

• Maintains the highest standard of service at the front entrance at all times, escorting arriving Guests to the Reception, recognizing regular Guests, provides assistance with transportation and directions. Porters have the responsibility to ensure all arrival and departure luggage is handled and delivered to guests according to the Fairmont Standards. Is the first point of contact when arriving at the hotel and the last point of contact when departing, therefore a high level of professionalism and knowledge is required.

Guest Experience

• Provide a warm, engaging welcome to all Guests and visitors at the Hotel.
• Goes above and beyond to exceed guest expectations.
• Builds relationships with welcome back guests to provide unforgettable moments.
• Anticipate guest needs.
• Assists guests with reasonable requests to ensure we provide a home away from home.

Key Responsibilities and Duties

• Ensure the front entrance is clean and tidy at all times, paying special attention to the Porte Cochere and lobby areas
• Responsible to ensure all arrival and departure luggage of guests are received, counted, reconfirmed and delivered according to the standards set out by Fairmont. This includes the use of porter trolley covers at all times when transporting luggage .
• Ensure all accidents or incidents at the front entrance are reported to the Duty Manager and/or the Guest Experience Manager in a timely manner
• Liaise with valet staff for parking and collecting of hotel guest vehicles by following the correct procedures, example, make guests aware of any dents/scratches before issuing of valet receipts
• Ensure a high awareness of security at all times
• Be aware of all functions, group arrivals and site inspections that are taking place in the hotel and  direct guests to the correct destination
• Display an attitude of friendliness, courtesy and sincerity to all guests (both internal and external), making them feel welcome and at ease
• Maintain amicable and co-operative working relations with other departments in the Hotel
• Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
• Be aware of all Front Office procedures and policies
• Be willing to take on any reasonable task or duty instructed by Front Office Management which may not specifically be outlined in your job description
• Exceptional knowledge of all hotel facilities, outlets, offerings and operating times is required
• Responsible for the management and restocking of newspapers in all public areas
• Responsible to ensure the welcome drinks station is always fully stocked and well maintained
• Has the responsibility to manage and record all guest luggage and personal belongings kept in the porter store
• Responsible to ensure sufficient stationery and guest suppliers are ordered weekly with the Front Office Supervisor
• Management and record keeping of all guest safes in the porter store
• Ensuring the Porter store is kept clean and tidy at all times this includes ensuring all porter trolleys are cleaned, polished and well maintained according to a 5-star standard
• Has the responsibility to ensure the umbrellas in the lobby are always readily available for guests and to communicate with Housekeeping should a shortage arise

Financial Attributes

• Assists in promoting the ALL – Loyalty membership to ensure the hotel targets are achieved
• Assists Concierge in promoting the hotel vehicle for paying transfers to increase revenue
• Assists and works with Guest Liaisons to promote room upsells

Qualifications

• Proficient in English (verbal & written)
• Prior experience within a porter role or a 5-star hospitality industry is advantageous
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Must be flexible in terms of working hours and willing to work night shifts when required
• Prior experience in customer service an asset

go to method of application »

Job Description

Scope of Position:

• The Talent and Culture Intern’s primary responsibility is to meet and assist both Colleagues and external guests courteously and professionally and must handle projects, daily tasks and requirements efficiently. Responsibilities will include all administrative tasks and support of the Talent and Culture team.

General Duties and Responsibilities:

• Assist the Talent and Culture Department in the day-to-day operation of the department as required.
• Supporting administratively the events and planning of the Talent and Culture calendar.
• Scheduling and arranging appointments as required.
• Prioritize all telephone calls and in-person external and internal visitors.
• Handle colleague requests.
• Assist with written and email correspondence for the Talent and Culture Department, such as letters, staff notices.
• Support internal Talent and Culture projects, tracking necessary action and updating reports as progress is made.  This includes championing the tracking of all Talent and Culture Policies and ensuring all colleagues have signed this which must be filed in the employee files.
• Assist the Talent and Culture Department with filing of employee documents.
• Support with office administration duties such as phones, photocopying and office /stationery supplies.
• Coordinates all colleague events as appropriate, such as leadership meetings, employee meetings, townhall events, training events and events of similar nature.
• Supports the Talent and Culture Department with adhoc projects and tasks.
• Distribution to employees of any Talent and Culture related correspondence.
• Assist with Talent and Culture administrative duties/projects in the preparation of re-opening of hotel.
• Any other duties assigned by the Talent and Culture Manager.

Qualifications

• Minimum of 1-2 years administration experience, preferably within a hotel environment.
• Must be studying towards a Human Resource Qualification or has attained a Human Resource qualification.
• Highly responsible and able to handle confidential information with the utmost discretion.
• Highly organized and able to prioritize and meet deadlines in a fast-paced environment.
• Professional telephone manner and demeanor.
• Excellent interpersonal, written and verbal communication skills.
• Computer literacy is a must, with a strong knowledge of Word, Excel, Word, Outlook and PowerPoint. 

go to method of application »

Job Description

Position Overview

• The Duty Manager is responsible for the guest experience at the hotel, to ensure unforgettable moments are created. This could be regarded as enhancing experiences and/or the implementation of recovery plans for missed opportunities. The Duty Manager is also regarded as the link between guests and agents while staying at the hotel. The Duty Manager has the responsibility to act as guidance for other department Managers when related to guest experience and in the event of risk or crisis management.

Key Responsibilities and Duties

• Has a thorough knowledge of the hotel outlets, facilities and services
• Ensures the corrective action of guest complaints by the implementation of recovery plans
• This starts by immediate acknowledgment and resolution with 24 hours
• Has the responsibility to maintain and improve guest experience in all areas of the hotel
• Building and improving relationships with agents and welcome back guests
• Has the responsibility to ensure all guests who are highlighted by the Agent (HBA’s) are met upon arrival and throughout their stay to provide the agent with feedback and to ensure any areas of improvement are identified during the guest stay
• Managing the guest interchange programme
• Identifies training needs within the Front Office department and communicates this to the Front Office Manager and Assistant Front Office Manager to implement an action plan
• Focuses on special celebrations for Welcome Back and VIP guests to ensure we create memorable moments
• Acts as a support to the Concierge team when required and in the absence of the Front Office Supervisor
• Along with Sales and Marketing Team has the responsibility to drive on line feedback along with the guest questionnaires and general feedback received from guests while staying with us and after departure
• It is mandatory for the Duty Manager to have a strong presence during breakfast and dinner service to ensure the enhancement of guest experience
• Attends all training and workshops as and when required
• Has the responsibility to assist in driving the Leading Hotels of the World and ALL Loyalty standard set out by Fairmont
• Models the Organisational Values, Code of Ethics and Organisational Code of Conduct  
• Has the responsibility to complete monthly LQA audits and to provide the Front Office Manager and the Assistant Front Office Manager with feedback to improve the service offering
• Should be flexible and have the willingness to take on extra projects and tasks
• Responsible to complete spot checks of all guest facing areas, to ensure maintenance and cleanliness standards are upheld
• Performs any reasonable duty as instructed by the Guest Experience Manager
• Has the responsibility along with the Security Manager to be the liaison with regards to lost and found items left behind by inhouse guests

Financial Attributes

• Implementation of recovery plans by minimizing revenue loss, while ensuring appropriate level of guest service is achieved. This may include, but is not limited to enhancing guest experience, through guest complaint handling for WBK, HIP, HIM and VIP guests
• Encourages upselling of all rooms, hotel facilities and outlets
• Encourages the upselling of the hotel chauffeur vehicle
• Encourages the All-Loyalty program to ensure targets are met

Qualifications

• Grade12 or equivalent is a prerequisite
• A Hospitality Management diploma/degree will be advantageous
• At least 3 years Management experience, preferably gained in a 5-star environment
• Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
• Proficiency and a good command of English (Both written and spoken)
• Fluency (written and spoken) in a foreign language will be advantageous
• Proven abilities in:
• Guest relations
• Sales
• Time and workflow management
• Highly experience in guest satisfaction
• Effective decision-making and judgement
• Conflict resolution skills
• Interpersonal communication skills
• Service delivery to a required standard in a fast-paced and dynamic environment
• Excellence in teamwork

go to method of application »

Job Description

Scope of Position:

• The Housekeeping Supervisor will manage the daily operations of his/her assigned section ensuring the ultimate comfort, cleanliness, safety and standards for all guest and members as expected by Fairmont Hotels & Resorts.  He/she will maintain superior standards of presentation, maintenance and cleanliness in all areas of the hotel while ensuring the safety and confidentiality of all Guests.  He/she will act as a leader to all housekeeping team members and assist with Guest and Colleague concerns.  

Responsibilities

• Maintains a presence as requested at hotel / department meetings and committees.
• Always complies with Fairmont standards and regulations to encourage safe and efficient hotel operations.
• Handle Guest concerns and react quickly, logging and notifying proper areas to service them.
• Actively participate in daily briefing, daily warm up and department meetings
• Ensures Room Attendants are informed daily about VIPs, extras – priority in their section.
• Ensures check-out rooms are returned in a timely manner.
• Verifies rooms with Privacy Please indicators and co-ordinate make up with Room Attendants
• Assists with and lead Room Attendant, Turndown Attendant, and House Attendant with daily duties.
• Train and coach colleagues on expected standards of service
• Conducts daily inspections of guestrooms and floors.
• Be knowledgeable on all current guest services and events in the hotel.
• Inspects show rooms, guestrooms, guest elevator foyers, storage and supply rooms, and Room Attendant's carts and closets to ensure the quality of work of the housekeeping team.   
• Notify Room Attendant/House Attendant of any deficiencies found and return to correct when applicable. Re-inspect corrected room.
• Physically check discrepant rooms to ascertain status. Confirm status of all rooms at end of day.
• Reports any damage, special cleaning, change of soft furnishings etc. to Executive Housekeeper or the Assistant Housekeeper during her absence, on any issues in all areas of the hotel.
• Confirm that all daily duties are completed to standard by: Room Attendants and House Attendant
• Must be able to perform all Room Attendant and House Attendant duties.
• Work with all Housekeeping staff to maintain and improve guest service scores.
• Ensures all guestrooms have proper furniture; fixtures and amenities and that all set standards for placement are being followed.
• Ensures all Lost and Found items are logged on the system in the HSK shared file and handed in by Security.
• Ensures any Health/Safety matters are reported and followed up.
• To conduct proper handover with each day Floor Supervisor to keep seamless information flow.
• To check any late check outs and non-checked rooms for update before 6pm
• Carry out any reasonable duties not detailed in the scope.

Qualifications

• Fluency in English (verbal & written) essential.
• High school qualification preferred.
• Minimum 1 year’s experience in a supervisory capacity in a hotel housekeeping environment
• Proven training skills.
• Experience with Hotel Property Management System, Opera desirable.
• Must be proactive with a meticulous eye for detail.
• Strong organizational, supervisory and communication skills.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and Guest.
• Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work well with limited supervision.