Fresh Vacancies at Accor Hotel

Job Description

Server

• You are an ambassador for the exceptional service and cuisine that are hallmarks of our food & beverage experience. Your warm, personal attention and knowledge of our outstanding offerings makes guests feel unique and valued.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Career development opportunities with national and international promotion opportunities. The sky is your limit

What you will be doing:

• Assist guests regarding menu items in an informative and helpful way
• Have full knowledge of beverage lists and promotions, menu items and preparation methods
• Follow all safety and sanitation policies when handling food and beverage

Qualifications

Your experience and skills include:

• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Strong interpersonal and problem solving abilities
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively and collaboratively as part of a team

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Position scope:

• The Groups and F.I.T Agent will exceed our guests’ expectations in planning and executing each stay with us while ensuring the best return value for the hotel. The Groups and F.I.T Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel experience to come.

Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• Acts in accordance with the standards, conforms to the policies and procedures.
• Possesses full command of Opera and other Microsoft applications (necessary training will be provided).
• High communication skills verbal and written. Perfect use of English.
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Complies with all LQA Standards as well as SOP’s for their role.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers.
• Has an understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Manage and follow up on all deposit payments in line with the FIT and group terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest or group arrival.
• Together with Front Office, ensure that group billing checks are conducted daily, whilst groups are in house and accurate final group invoices are communicated to the client on departure.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for group bookings as and when required, ensuring that follow up and payment is received.
• Maintaining a group’s spreadsheet, distributed weekly / monthly, providing group status updates for the financial year.
• Create and update all individual guest and party reservations. Drawing up of Party and Group Sheets with detailed information pertaining to each department - communicating these documents with the required notice prior to the group arrival. Ensuring that the hotel Operating system is updated with all details and information relating to the group.
• Every Group quote to be analysed and a detailed qualification of each group enquiry in terms of client requirements, needs analysis, benefit matching, competitor information, deciding factors, decision timelines, negotiations required, incremental spend in F&B and Spa.
• Actively manage group room blocks in terms of pick-up and wash, ensuring timely release of unused rooms. Daily follow-up of Inquiry & Tentative status groups according to the timelines provided to the client in order to effectively manage inventory.
• Issuing of group contracts, pro-forma invoices within the group terms and conditions. 
• Manage time split with individual Reservations and Group time ensuring that all duties are completed for each shift.
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
• Perform other duties as and when required.

PIPELINE LEVEL

• Manage self.

LEVELS OF ACCOUNTABILITY

• Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY

• Responsible for own performance

Qualifications

SKILLS, EDUCATION, and QUALIFICATION REQUIREMENTS

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• Previous Experience in Reservations required.
• Proficiency in English (Verbal, Written, Reading)
• 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
• Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.

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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.

Managing Bar Operation

• Daily supervision, coordination and direction of the outlet and staff while anticipating and ensuring prompt, courteous service.
• Maintains the large collection of whiskey and assist procuring.
• Implements agreed upon beverage policy and procedures throughout the property.
• Manages in compliance with all local, state and Federal beverage and liquor laws.
•  Understands beverage control including days on hand, perpetual inventory, bar pars, portion control, costs controls, beverage potentials, mix of sales analysis for beverage, issue & returns, food standards, and period end inventory.
• Attends pre- and post-convention meetings as needed to understand group needs.
• Ongoing control and enhancement of quality standards and guest service.
• Ensuring that the Bar maintains a first class and positive visual impact including ambiance, cleanliness, orderliness, décor and service flows.
• Working together with the culinary team, to develop new menu ideas and promotions.
• Working with the bar team to create new ideas and promotions resulting in increased opportunities for Food & Beverage Sales.
• Working with the culinary, stewarding and restaurant team to ensure and promote that teamwork is a strong component of the daily service culture.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
• Maintaining high staff morale and team spirit within the department.
• Leading and coaching all colleagues within the department. 
• Overall recruiting, staffing and scheduling, ensuring adequate staffing levels to satisfy guest needs.
• Establish and implement 5-star service levels.
• Monitoring and continued development of Food & Beverage controls within the bar.
• Control and analyzes the level on the Quality of Service, Guest Satisfaction, Employees Satisfaction, Operating Equipment, Grooming Standards.
• Conduct training, promotional plans, interviewing, employee orientation and job performance management, within the bar.
• Participate in service as necessary in accordance with Outlet needs.
• Create and innovate new ideas and promotion to generate revenue.
• Liaise with Food & Beverage Management to ensure exceptional work standards.
• Maintain the Outlet’s cleanliness as well as ensuring all maintenance needs are looked after.
• Participate in the preparation of the Food and Beverage department budget and goals.
• Schedule guest reservations and arrange for private functions or special events.
• Attend and participate in the daily Food and Beverage meetings.
• Check opening and closing duties assigned to all the staff.
• Maintain and ensure staff timesheets are updated.
• Conduct pre- opening briefing within the bar.
• Track and compile daily, monthly, yearly sales reports.
• Ensure that the Outlet maintains the high-quality service standard.
• Perform daily checks on staffing level, quality control, maintenance and cleanliness.
• Ensures adherence to Accor Code of Ethics
• Perform other duties as and when required.

Ensuring Exceptional Customer Service

• Provides excellent customer service.
• Interacts with guests to obtain feedback on product quality and service levels.
• Responds effectively to guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Provides feedback to individuals in an effort to improve service performance.
• Reviews comment cards and guest satisfaction results with employees.

Communication and Conduct

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Communicates critical information to the Bar staff regarding each event.
• Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintaining clear, healthy, and accurate communication with superiors, colleagues, and subordinates always.
• Attend all F&B meetings, Health and safety meeting, and hotel staff meeting as and when required.
• Ensure all relevant information is handed down to the team.
• Assist all staff when needed and be hands on.

Health and Safety

• Ensuring a safe and healthy work environment for all guests and colleagues including front and back of house.
• Always ensure Health & Safety protocols and Environmental initiatives are followed.
• Enforce hygiene standards throughout bar and inspecting all areas.
• Employee grooming and manning levels are in order and takes appropriate action when necessary.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform while working.
• Reports suspicious people, parcels, and behaviours to Security.
• Assist with Hygiene Audits where necessary.

Stock Management

• Ensure Stock Takes are conducted accurately.
• Loading orders on Materials ahead of time to ensure smooth production.
• Planning and controlling the par stock level within the bar area.
• Ensure all stock is stored correctly and in line with the Food Safety management system.

Training and Development

• Coaches, counsels, disciplines, and develops subordinates.
• Trains staff on liquor control policies and procedures.
• Conduct whiskey tasting and train staff to do so too.
• Manage all bar staff, including training, productivity, maximizing the utilization of human resources, promoting and the development of all employees in the department with constant upgrading of skill levels and competencies through training schedules in conjunction with the T&C department.
• Perform employee reviews and performance appraisals.
• Create and implement colleague-training initiatives.
• Ensure staff are informed of all online training to be completed and ensure due dates are met.
• To train their subordinates and always ensure an enjoyable working environment.

Sustainability and Stock

• Ensure correct use of ingredients and avoid wastage at all costs.
• Use ingredients seasonally.
• Control stocks for daily use in the outlet to ensure service requirement are met.

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 4 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.

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Scope of Position:

• To supervise and ensure a smooth food production in the respective area and section assigned and to assist the Executive Sous Chef as well as the Executive Chef in creating optimum customer satisfaction by providing the highest standard quality of food production., supervise and coordinate the kitchen service with other departments, solving any problems concerning the kitchen, whilst maintaining all areas of the kitchen to Fairmont standards.

Responsibilities:

• Ensure the production of excellent food and total quality in conjunction with company trends and standards.
• Supervising, coordinating, and controlling the daily food production for the entire hotel.
• Ensure proper preparation and implementation of culinary standards in the kitchen area in compliance with hotel’s standards.
• Supervising and providing practical assistance in the kitchen.
• To assist the Executive Sous chef and Executive Chef in creating and implementing kitchen standards for the culinary operation.
• Control relevant food production levels depending on business demand.
• To assist hygiene audit feedback and carryout actions items.
• To enforce and comply with the hotel standards of procedures, rules, and regulation.
• Ensuring maintenance repairs are met and reported.
• Actively interact with guests in all outlets
• In the absence of the Executive Sous chef/Executive chef, conduct daily shift briefings to kitchen colleagues to ensure important information is communicated consistently each day.
• Has a good understanding of inventories, pricing, cost controls, requisitioning and issuing supplies and equipment for food production, reports and costs menus.
• Promote a fun, professional and disciplined work environment.
• Lead by example using Cape Grace: Mission, Vision & Values.
• Actively share ideas, opinions & suggestions in weekly Sous Chef meetings.
• Assist management in ensure storeroom requisitions are accurate to minimize repeat visits.
• Ensure all temperature control sheets are filled as required.
• Perform other duties as and when required.

Communication and Conduct

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintaining clear, healthy, and accurate communication with superiors, colleagues, and subordinates always.
• Ensure all relevant information is handed down to the team.
• Assist all chefs when needed and be hands on.
• Perform other duties as and when required.

Food Quality and Control

• Assist in menu planning as directed.
• Helps to ensure that an accurate and up to date recipe bank is maintained.
• Take an active role in all menu changes.
• Consult with other chefs on special menus, presentation, and pricing.
• Ensure all mise en place is made accurately and avoid wastage.
• Ensure that all plates leaving the pass are the highest standard.

Health and Safety

• Ensuring a clean and hygienic kitchen production area.
• Always ensure Health & Safety protocols and Environmental initiatives are followed.
• Enforce hygiene standards throughout kitchen, inspecting all kitchen areas.
• Employee grooming and manning levels are in order and takes appropriate action when necessary.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform while working.
• Assist with Hygiene Audits where necessary.

Stock Management

• Ensure Stock Takes are conducted accurately.
• Loading orders on Materials ahead of time to ensure smooth production.
• Planning and controlling the par stock level in the entire kitchen area.
• Ensure all stock is stored correctly and in line with the Food Safety management system.

Training and Development

• Coaches, counsels, disciplines, and develops subordinates’ employees.
• Supervise kitchen colleagues, including training, productivity, maximizing the utilization of human resources, promoting and the development of all employees in the department with constant upgrading of skill levels and competencies through training schedules in conjunction with the T&C department.
• Ensure staff are informed of all online training to be completed and ensure due dates are met.
• To train their subordinates and always ensure an enjoyable working environment.

Sustainability and Stock

• Ensure correct use of ingredients and avoid wastage at all costs.
• Make use of the Winnow when placed in the kitchen area.
• Use ingredients seasonally.
• Minimize the use of single use plastics as much as possible in Line with environmental program.

Qualifications

• Fluent in the English language (verbal & written), second language is an asset.
• Matric and registered level 3 Culinary Diploma. 
• International experience advantageous.
• Minimum of 4 years progressive management experience in a luxury hotel kitchen or related field. 
• Sound business understanding and financial management.
• Computer literate in Excel, Word, Outlook 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.