Current Opportunities at Accor Hotel

Job Description

Scope of Position:

• Reporting to the Housekeeping Management, the Room Attendant is responsible for ensuring we provide the highest level of cleanliness in our Guestrooms whilst providing day cleans and nightly turndown service for all guestrooms.

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:           

• Responsible for signing in and out master keys daily.
• Maintain proper usage of cleaning supplies and equipment.
• Update and mark all rooms assigned to the Room attendant on their assignment paper.
• Keep linen closets, supply closet and landing organized and clean.
• Empty vacuum cleaner each time it is nearly full.
• Reports any problems or questions to Supervisor assigned to your floor.
• Aid guest and colleagues in a courteous manner.
• Use hands to lift, carry, or pull objects that may be heavy.
• Understand simple instructions, learn simple procedures and techniques.
• Perform routine work or the same task daily.
• To use “Cleaning in Progress” sign and keep the doors always closed, when making up rooms
• To call In Room Dining for removal of trays/trolleys
• To report instantly to your Floor Supervisor any Lost and Found items.
• To report any equipment malfunctioning.
• To report any suspicious persons to Housekeeping office or other parts of the building.
• To report anything which may be a Health & Safety hazard.
• Maintain excellent grooming and uniform standards.
• Read, Understand, and follow all department policies.
• Report all valuables and if the safe is open to the Floor Supervisor and follow the Valuables and safe SOP.
• Be prepared to carry out any other duties that may occur from time to time.
• Attend all proposed trainings.
• Attending pre-shift briefing on each shift.
• Perform other duties as and when required.

Early Shift:

• To be responsible for reporting any rooms which do not require service, Privacy Please, not slept in at 14h00 on assigned floor to the Floor Supervisor and note it on your assignment paper.
• To report to floor Housekeeper any mattress protector, blankets, bedspreads, valances in need of change.
• Ability to clean set number of rooms per shift but may vary depending on the operational requirements.

Turndown:

• Responsible to pick-up at the start of shift all linen necessary for turndown work (Bedside mats, Terry, etc.)
• Turndown: Overall tidying of occupied guestrooms to include, but not limited to: dusting, arranging guest belongings neatly, turndown beds, remove soiled linen, retrieve clean linen from linen closets if required, vacuuming if required, bathroom cleaning if required, replenish rooms with supplies, etc. as per Fairmont standards.
• To be responsible for reporting any rooms which do not require service, Privacy Please, not slept in at 20k30 on assigned floor to the Floor Supervisor and note it on your assignment paper.
• Ability to turndown set number of room per shift

Qualifications

• Work experience in a 5-star environment preferable
• Basic understanding and writing of the English language.

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Key Responsibilities and Duties

• Ensuring department procedures and systems are maintained and effectively operated.
• Continuously evaluates department Standard Operating Procedures.
• Audit and development of guest information data on Opera.
• Drive Leading Hotels of the World and ALL Loyalty standards.
• Creating an environment that supports innovation and look for opportunities to improve operations.
• Pro-actively try out new ideas and technologies that would streamline productivity and enhance overall guest experience in line with the budget and capex submission.
• Ensure productive and efficient communication between departments.
• To ensure effective running of PMS and all related interfaces
• Building and improving on relationships with agents.
• Models the Organizational Values and Grace Memorandum.
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
• Encouraging the use of the “Generosity Pot” across departments
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
• Has responsibility for ad hoc project teams.
• Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the high standard of service, appearance and social skills set according to the company policy.
• 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 and deemed Mandatory by the Director of Rooms Division.
• Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire, security, and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed by the Director of Rooms Division

Qualifications

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality; management and/or similar qualification will be highly 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
• Fluent in English (written and spoken). A foreign language is advantageous.

Proven abilities in:

• Guest relations
• Sales – Ability to Upsell the hotel facilities and outlets.
• Time and workflow management
• Highly experienced in employee management
• Effective decision-making and judgement
• Conflict resolution
• Interpersonal communication skills
• Delivery to required standards in a fast-paced and dynamic environment.

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Job Description

Purpose of the role: 

• To ensure the smooth running of the Front Office Department thereby providing the delivery of exceptional service to our guests and Front Office Staff 
• To oversee sub-departments within Front Office 
• Coaching and mentoring staff to achieve Fairmont Standards 
• To offer support to line staff and management. 
• To identify growth potential amongst the staff and to provide ongoing training and guidance. 

Main Responsibilities: 

Financial: Satisfied Shareholders: 

• Analyse billing instructions and ensure that all agent invoices are correct before sending them to the accounts department. 
• Ensuring time sheets for all staff are captured correctly and that all monthly commissions are submitted timeously. 
• Ensuring that staff are rostered according to Hotel occupancy. 
• Ensuring accuracy with cashing up of cashiers and spot checking cashier floats on a regular basis. 
• Ensure that all floats are sealed away in the safe before close of your shift.  
• Sound understanding of budgets and cost control 
• To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
• To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
• Ensuring that stock levels are maintained for office use and welcome back gifting and that all paperwork relating to suppliers are submitted timeously to ensure accurate payment to suppliers. 
• Monitor the PQ-status as well as the credit limits of all in-house guests. 
• Ensuring that all courier service is up to date, charged accordingly and signed invoices are sent to accounts to process. 
• Ensuring that all transfers and tours are charged correctly in accordance with the concierge team. 
• Authorising all cash advance requests of guest and ensuring accuracy of charging procedure. 
• Driving opportunities to enhance department revenue by identifying upsell and sale opportunities. 
• Monitoring department expenses in accordance with occupancy and budgets.  
• Ensuring timeous submission of salaries on a monthly basis. 
• To co-ordinate any commission payments within the sub-department. 
• Timeous submission of all statements / invoices relating to month end department expenses.  
• Ensuring that all clearing accounts balance at month end.  
• Communicating to staff on a daily basis with regards to revenue targets. 

Customer Service: Delighted Customers: 

• Models the Organizational Values and Fairmont Memorandum 
• To ensure effective liaison between Front Office staff and other departments 
• To be available to deal effectively with all guest complaints and staff related issues  
• Ongoing interaction with guests to facilitate upselling and ensuring the communication procedure is followed. 
• To act as a House Manager when required 
• To continually implement and encourage new ideas for improvement of the product 
• To ensure accurate and timeous submission of all reports and relevant administration work 
• To ensure effective running of PMS, PABX and all related interfaces in conjunction with the IT managers 
• To ensure that the following guest programs are operated efficiently: Children / Honeymoon / Incentives & gifts / Welcome Back Guests/ Long Stay’s / Arrivals preparation for the next day. Ensuring that guest correspondence and special requests are carried out accordingly. 
• To deputize for the Front Office Manager in their absence 
• Conduct LQA assessments  
• Determine the training needs of the team and in turn train the team accordingly.   
• Nominate our team for the heartiest of the month program.  
• Element new initiatives on enrolling All members.  
• Complete month end stock take.  
• Complete and distribute the monthly rostering of the team.  

Processes: Effective Processes: 

• Creates and maintains department Standard Operating Procedures, 
• Ability to enhance guest product and experience though ongoing innovation to improve operation.  
• To recruit above Front Office staff thereby maintaining appropriate staffing levels and skills  
• Ensuring guest value add programme runs efficiently and ensuring accurate product knowledge. 
• Ensuring Health and Safety standards are maintained within the sub-department and act in accordance with regular assessments to eliminate possible risks.  
• To assist with maintaining Health and Safety standards and to promote regular assessments to eliminate possible risks within the department. 
• Ensuring a constant update in standard operating procedures as the product and service requires. 
• Ensure that the Back Office area is clean and tidy at all times  

Learning and Growth: Motivated and Prepared Workforce: 

• To give necessary direction, inspiration, motivation and support to the relevant sub-departments within Front Office, in line with Fairmont values, strategies and philosophies 
• To ensure that staff adhere to all hotel policies and procedures 
• To complete performance reviews and partnering initiatives when required 
• To identify training needs and ensure that training is scheduled accordingly 
• To draw up induction programmes and ensure an effective Godfather system 
• To mentor, coach, counsel and discipline staff, as required 
• To draw up fair rosters to ensure maximum staff productivity 
• To ensure that regular sub-dept. and monthly Front Office meetings are held  
• To facilitate cross training within the Front Office department and to co-operate with other departments on cross training 
• To ensure that a comprehensive educational programme runs throughout the year. 
• Regular feedback sessions with individual staff to monitor growth and development. 

General knowledge and responsibilities: 

• Has a thorough knowledge of the hotel and all services provided to the guest 
• Have a general knowledge of Cape Town surroundings and popular guest attraction areas.  
• Maintains the high standard of service, appearance and social skills set according to the company policy 
• 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 
• Performs any reasonable duty as instructed by Front Office  
• Assisting with recruitment for the department. 
• Management of IR/ Disciplinary enquiries  

Qualifications

• Grade 12 or equivalent, 
• A Hospitality Management qualification is a strong recommendation, 
• 3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
• Proficiency in English (Verbal, Written, Reading), 
• Demonstrated experience using: 
• Fidelio Opera Property Management System 
• Microsoft Office Suite to at least Intermediate level 
• Stock Control Systems 
• Superior Customer Service and Liaison skills 
• Above average problem solving skills, 
• Above average ability to communicate at all levels of the organisation 
• Well-developed supervisory skills 
• Ability to lead from the front and to manage a team. 
• Drive innovation 
• Grade 12 or equivalent, 
• A Hospitality Management qualification is a strong recommendation, 
• 3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
• Proficiency in English (Verbal, Written, Reading), 

Demonstrated experience using: 

• Fidelio Opera Property Management System 
• Microsoft Office Suite to at least Intermediate level 
• Stock Control Systems 
• Superior Customer Service and Liaison skills 
• Above average problem solving skills, 
• Above average ability to communicate at all levels of the organisation 
• Well-developed supervisory skills 
• Ability to lead from the front and to manage a team. 
• Drive innovation 

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Job Description

Position scope:

• As a F&B Reservations and Events Agent with Fairmont Hotels & Resorts, you will be an ambassador for the exceptional service and cuisine that are hallmarks of our dining experience. Your warm service and efficiency make our guests feel welcome and valued – and set the stage for a memorable meal/event. Together, let’s turn moments into memories.

Responsibilities:

• Consistently offer professional, friendly and engaging service
• Book and enter Dining reservation requests using computerized reservation system.
• Detailed knowledge of all Food & Beverage Outlets and their menu offerings.
• Promote and sell any in-house or upcoming Food & Beverage events.
• Work closely with all Food & Beverage Outlets to communicate any guest requests or special celebrations.
• Answer telephone and email inquiries in a timely manner
• Assist guests regarding hotel facilities in an informative and helpful way.
• Ensure a clean and safe working environment, and actively participate in health and safety initiatives.
• Adhere to all hotel environmental policies and initiatives.
• Performs any reasonable duty as instructed from time to time.

Pipeline level

• Manage self.

Levels of responsibility

• Responsible for own performance

Competencies

• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented

Financial: Satisfied Shareholders

• To ensure that all quotes compiled are accurate and every attempt is made to secure the business for Cape Grace.
• Manage and follow up on all deposit payments in line with the reservation terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest’s arrival.

Customer Service: Delighted Customers

• Models the Organizational Values
• Matching the features and benefits of our product offering to ensure that we exceed our guest’s expectations.

Processes: Effective Processes

• To interact with all departments, where necessary, ensuring any new and relevant information is communicated between these departments and Reservations.

• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Ensuring that our turnaround time is adhered to.

GENERAL KNOWLEDGE AND RESPONSIBILITIES

• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the highest standard of service, appearance and social skills set according to the company policy.
• 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.

Qualifications

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• Previous Experience in Reservations required.
• Proficiency in English (Verbal, Written, Reading)
• Computer literate in Microsoft Window applications required.
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.

Demonstrated experience using:

• Opera Property Management System
• Microsoft Office Suite to at least Intermediate level
• Dine plan experience would be advantageous
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
• Previous customer service-related experience required.
• Self‑motivated, with the ability to make effective decisions.
• Demonstrates initiative, and the ability to work with minimal supervision.
• Ability to maintain high service levels under pressure.
• Ability to consistently stand and walk through out shift.