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  • Posted: Feb 4, 2025
    Deadline: Not specified
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    Accor S.A. is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties. It is the largest hospitality company in Europe, and the sixth largest hospitality company worldwide. Accor operates in 5,300 locations in over 110 countries.


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    Housekeeping Supervisor

    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.

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    Front Office Manager

    Job Description

    Position Overview

    • Reporting to the Director of Rooms, The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office departments.
    • The Front Office Manager will be responsible to guide the department in achieving our strategic directions through continual focus and reference to these strategies and our vision.
    • The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.
    • The Front Office Manager will be responsible to maximize revenue opportunities throughout the department while managing cost across the board.
    • The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders.
    • He/She will also support the Guest Experience Manager for the maintaining and continuous improvement of the overall guest experience.

    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.

    go to method of application »

    Spa Manager

    Job Description

    Position Scope: 

    • The Spa Manager is responsible for the establishment and execution of clear short term and long-term goals to ensure the spa is recognized as one of the highest quality spas in South Africa.  These goals must ensure Colleague satisfaction, Guest satisfaction, financial success, health and safety and environmental stewardship.
    • The Spa Manager is responsible for the daily leadership of the spa operations, ensuring all productivity and expense controls are followed as well as ensuring that all revenue opportunities, in keeping with the positioning of Willow Stream, will be capitalized 

    General Duties and Responsibilities: 

    • Ensure the establishment and execution of all departmental goals.
    • Plans, directs and manages the Spa to achieve all Financial goals of Willow Stream Spa: 
    • Preparation of the Spa budget, capital plan and strategic projects 
    • Ensures that monthly financial obligations and budgets are accurate and on target. 
    • Assists in developing strategies and creative ways to increase Spa revenues & profitability and to reduce costs 
    • Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation 
    • Follows up or forecasts to aid in management decision making 
    • Direct operations of the Spa facility, including short and long range strategic planning so that the spa operates cost effectively and efficiently. 
    • Schedule and conduct month-end-inventories 
    • Approve payroll hours and hotel administered service charges/gratuity reports. 
    • Measurement of the spa actual performance to budget. 
    • Control the cost of goods purchased, services supplied and labor necessary to the sales and production of our products and service. 
    • Plans, directs and manages the Spa to achieve all Spa Sales & Marketing goals: 
    • Assists to implement and evaluate the hotel’s marketing plan and general business plan as well as marketing and sales strategies to ensure optimum guest satisfaction, sales maximization and profitability. 
    • Directs the development and implementation of innovative promotional and sales events  
    • Monitors present and future trends, practices and systems in the Spa industry to ensure that the hotel’s Spa operations are competitive in the market place 
    • Serve as a link between the hotel and the spa industry. 
    • Meet with group meeting planners to show spa facility and programs as required. 
    • Promote and sell customized spa programs to conference groups as required. 
    • Tour prospective spa Guests. 
    • Challenges employees within the department to achieve optimum spa sales and service per employee. 
    • Promote all hotel and spa packages and promotions and identify new business and marketing opportunities. 
    • Assist in the Implementation of 12-month public relations program, i.e. calendar of events, media etc., and work with the PR Department in all aspects of spa promotions as required. 
    • Maintain thorough knowledge of competitors, including location, product offering, pricing, promotion and sales techniques. 
    • Plans, directs and manages the Spa to achieve all health, safety and Quality goals for the Spa: 
    • Ensure Colleagues adhere to all Willow Stream Spa standards .
    • Assist in the development and adherence of all departmental emergency procedures 
    • Fully understands the hotel’s fire and emergency procedures and ensures that employees work in a safe manner and they enforce the related procedures. 
    • Ensures that all potential and real hazards are reported and reduced immediately 
    • Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees. 
    • Strives to keep the Spa in the best condition, ensuring that preventive maintenance is taking place and recommends projects for improvement to the Director of Operations. 
    • Ensure the facility is in peak condition at all times: Randomly inspects all treatment rooms on a daily basis to ensure facilities and equipment are clean, well maintained and replaced if necessary 
    • Plans, directs and manages the Spa to achieve all Spa Customer Service goals: 
    • Constantly seeks out creative ways to improve customer service: selects and develops strategies to improve guest service, treatment techniques and efficiency. 
    • Approves Departmental therapist schedules to meet customer needs. 
    • Leads and coaches all Spa team members by helping them to provide exceptional guest service, employee satisfaction and profitability 
    • Monitors Guest satisfaction levels through various means (eg. VOG) and implements strategies to improve results while maintaining corporate standards. 
    • Audits Spa services and quality on a regular basis and develops and implements strategies to improve results. 
    • Plans and co-ordinates in-house activities and package plans with the Director of Operations. 
    • Achieves goals for “willingness to return”, “customer complaints per thousand” and “customer comment index” 
    • Plans, directs and manages the Spa to achieve all Spa Employee Relations goals: 
    • Fosters and develops effective employee relations within department and throughout the hotel 
    • Responsible for recruitment, recognition, training, developmental discussions, performance reviews and progressive action for all Colleagues within the Spa 
    • Utilizes leadership skills and motivation to maximize employee productivity and satisfaction. 
    • Looks for ways to motivate and challenge employees  
    • Participates in development of recognition programs for staff, advertising and promotional programs and campaigns to increase market awareness and penetration.. 
    • Trains and develops all therapists ensuring that their services are in keeping with the market. 
    • Checks that staff meet, and exceed guest expectations by training, including skills training to provide a “Yes I can!” service. 
    • Champion Training Initiatives in the Spa by being actively involved in the Training Committee 
    • Administration and implementation of staff training in all aspects of the spa’s operations i.e. business telephone usage, guest relations, spa services (massage, body scrubs, facials etc.), retail sales etc. 
    • Assist in the supervision, operation and coverage of all spa departments:     
    • Ensure all Colleagues follow all safety procedures and practices and lead by example. 

    Qualifications

    • Minimum of 5 years experience in management position in a spa or related field preferred
    • Bachelor’s Degree (Business Administration) an asset
    • Experience in the hospitality industry an asset
    • Desire to provide phenomenal Guest experiences 
    • Must possess outstanding guest service skills, professional presentation and sophisticated verbal and written communication skills
    • Must be guest-oriented, have a vibrant personality, and radiate enthusiasm to assist people
    • Proficient in English language (verbal and written) with a second or third language as an asset
    • Licenses in Massage Therapy and/ or Aesthetics/ Cosmetology are an asset
    • Computer literacy in Windows, MS Office Suite, Opera PMS system, SpaSoft, and Micros is recommended.

    Method of Application

    Use the link(s) below to apply on company website.

     

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