Current Vacancies at Belmond Mount Nelson Hotel

Job Details

As the Contact Centre Leader, you will act as a support to the Director of Customer Contact, NEAA & SE and will ensure that the local central reservations team provides a highly efficient service to every customer who contacts Belmond for travel advice and reservations. If you’re looking to develop your skills and be part of the future of luxury, this is your moment!

• Through effective coaching, mentoring, development and quality management, the Leader will set objectives to develop and motivate the centre to achieve and exceed expectations.
• Focus on achieving objectives and targets, addressing performance challenges in a timely way, and ensuring that process & quality standards are adhered to, including LQA and other QC requirements. Using data to analyse performance against targets, KPIs and SLAs and above all ensuring that customer exceptional service delivery is at the heart of everything the Customer Contact Centre does.
• Managing and leading the travel advisors & service excellence teams in understanding and delivering business objectives, processes and policies. (Conduct and capability).
• Provide robust leadership, such as motivation techniques, performance management, quality improvement measures, and develop initiatives to ensure that the team meets and exceeds targets and expectations.
• Conduct regular 1:1’s, training sessions, coaching and development activities, as demonstrated through an improvement of dashboard metrics.
• Responsible for end to end customer escalations.
• Contribute & deliver personal objectives as agreed in RISE.
• Cultivate and deliver KPIs and measures to ensure performance is delivered in line with customer and business expectations - includes SLAs and conversion.
• Be responsible for Centre engagement by running daily team engagement sessions, team meetings and incentives within the contact centre. This will be reflected through the People Engagement Survey.
• Working in tune with The Director of Customer Contact EMEA & APAC and the Director of Customer Contact Support in delivery of their objectives.
• Being responsible for the centre when no available senior managers are on shift i.e. duty rotation for weekends, covering holidays, absence etc.
• Responsible for coaching behaviours which do not comply with our internal policies and procedures.
• Driving improvements in performance through a comprehensive understanding of data.
• Commencing a Development Plan once all other avenues have been exhausted for performance delivery.
• Reporting system bugs and issues to the relevant teams with supporting evidence.
• Using LQA model as a structure, ensure all customer facing teams deliver and exceed the set standard - this will be delivered through coaching and 1-1’s.

Requirements

• Previous experience in Reservations or Sales management role.
• Demonstrable management experience in a similar role is required.
• Proven experience of leading high-level delivery of customer service excellence.
• Good communication skills, written and verbal, with the ability to operate at all levels within theorganization.
• Available to work shifts.

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Main Duties & Responsibilities

• Prepare food and provide prompt, courteous and accurate service to all the customers (both internal and external) as per the set standards.
• Judging quality of raw material & providing quality finished products.
• Plating and presenting meal items as per the seniors’ instructions.
• Should maintain awareness of food cost, ensure minimum spoilage and wastage at all times.
• Ensure that the quality & quantity standards of bakery/pastry preparations and presentations are adhered to in the section.
• To supervise the work and training of in-house trainees in the section as required.
• Ensure that allocated section is always kept clean and all prep is completed.
• Maintaining quality and quantity control in all aspects, from portion control to freshness of the product presented.
• Ensure that the production, preparation, and presentation of food are of the highest quality at all times.
• Ensure that the quality & quantity standards are adhered to in the section.
• Maintain full awareness of all menu items, their recipes, methods of production and presentation standards.
• Assist with deliveries and restocking.
• Assisting with stock rotation and cleaning stations.
• Responsible for hygiene, safety and correct use of equipment and utensils.
• Carry out any other duties as required by management.
• Be able to make recommendations for alternatives, understand and action all required dietaries and allergens as requested.
• Report any maintenance issues to the senior Chef

Requirements

• Graduate from a Hotel Management Institute or Food Production Course from a reputed institute specialising in Patisserie and Bakery – advantageous.
• 2-5 years relevant working experience, within hospitality will be advantageous.
• Good knowledge of hygiene & safety standards.
• Good knowledge of different cooking styles.
• Excellent interpersonal and communication skills.
• Proven track of food preparation, presentation and preservation knowledge is essential.
• Excellent organizational and time management skills.
• Knowledge on how to work in a safe, practical and organised manner.

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Job Details

If you’re looking to develop your skills and be part of the future of luxury, this is your moment. Belmond Safaris Finance team is looking for a Fixed Term intern to assist the department for 6 months.

•  Follow up on overdue payments through various modes and prepare reports and actions taken on payment recovery from overdue accounts.
•  Allocate payments received to correct guest account and ensure that all receipts are posted.
•  To ensure the adherence of Standard Accounting procedures in all the accounting operations.
•  Assisting with external and internal audit debtors’ queries.
•  Inform & advise the reservations on the debt positions of various accounts / guests.
•  Maintain regular contact with all the corporate accounts and other debtors.
•  Processing of deposits received in the bank statement.
•  Investigate all credit requests, determine their credit worthiness, and assign credit limits.
•  Sending out Statements as well as ad hoc invoices on a monthly and daily basis respectively.
•  Ensure that all folios transferred to city ledger have been checked and correctly transferred.
•  Ensure that debtors aging is maintained at acceptable levels.
•  Review of entries processed to accounts on a detailed level.
•  Monitor the timely preparation of receivable statements, income, and expenditure statements etc.
•  Maintain an unallocated deposit listing for debtors and ensure that deposits are allocated correctly.
•  Reviewing of daily cash entries.
•  Assist with month end entries (in conjunction with Assistant Financial Controller).
•  Periodic Debtor’s Ledger scrutiny to ensure smooth monthly closing of accounts.
•  Review of Night Audit reports and supervise on controls where necessary.
•  Assist with monthly results explanations as well as providing of information.

Requirements

•  A diploma or relevant certificate in accounting from a recognised tertiary educational institution – beneficial.
•  Familiarity with bookkeeping and basic accounting procedures
•  Exceptional attention to detail and accuracy.
•  High level of integrity and trustworthiness.
•  Excellent communication and interpersonal skills.
•  Computer literate in MS Excel, MS Word and Gmail

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Job Details

As a Front Office Manager at Mount Nelson, A Belmond Hotel you are part of a collective that crafts memorable guest experiences through exceptional customer service and personalized assistance. In this role, you’ll lead a team that provides exceptional luxury hospitality experiences and ensure that front desk operations are running smoothly. If you’re looking to develop your skills and be part of the future of luxury, this is your moment.  

Primary Responsibilities Include:

• Ensuring the effective flow and seamless pre-arrival/arrival experience, in collaboration with the Front Office and Concierge team.
• Maintain regular contact with guests and build strong relationships with them.
• Resolve guest problems quickly, efficiently, and courteously.
• Ensure that regular refresher information and or training is provided to Front Office employees.
• Effectively implement the department objectives such as guest service/ satisfaction targets, financial targets, revenues and profits

Requirements

What You Bring:

• Demonstrated leadership and management skills; ability to effectively lead and motivate team
• Knowledge of front of house, financial and billing procedures.
• Strong problem-solving skills; ability to make decisions quickly, adapt to changing circumstances, and find effective solutions to issues that may arise.