Hospitality Job Vacancies at Marriott International

POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique.
• Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay.
• They are empowered to move about their space and do what needs to be done.
• Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area, the Guest Experience Expert makes transactions feel like part of the experience.
• No matter what position you are in, there are a few things that are critical to success  creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
• Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping).
• Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts
• to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education:                              

• High school diploma or G.E.D. equivalent.

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POSITION SUMMARY

Our jobs aren’t just about giving guests a clean room and a freshly made bed. Instead, we want to build an experience that is memorable and unique.

Our Guest Environment Experts are skilled in a wide range of housekeeping functions with responsibility for maintaining the appearance and cleanliness of the whole hotel.

They are empowered to move about their space and do what needs to be done. Whether delivering guest requests, stocking carts, cleaning rooms and public spaces, or other similar responsibilities, the Guest Environment Expert makes sure the spaces in the hotel help create a great guest experience.

No matter what position you are in, there are a few things that are critical to success – ensuring a safe work place, following company policies and procedures, maintaining confidentiality, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.

Guest Environment Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance).

Doing all these things well (and other reasonable job duties as requested) is critical for Guest Environment Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education:                                             

• No High school diploma or G.E.D. equivalent.

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JOB SUMMARY

Position responsible for all the food and beverage operations, which includes all culinary, restaurant, beverage and room service operations. Oversees guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Demonstrates knowledge and proficiency of all applicable food and beverage laws and regulations. Develops and implements business plan for food and beverage.

CANDIDATE PROFILE 
Education and Experience

•  High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area.

OR

•  2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area.

CORE WORK ACTIVITIES
 
Developing and Maintaining Budgets

•  Develops and manages all financial, employee engagement and guest satisfaction plans and actions for Food and Beverage departments.
•  Maintains a positive cost management index for kitchen and restaurant operations.
•  Utilizes budgets to understand financial objectives.

Leading Food and Beverage Team

•  Manages the Food and Beverage departments (not catering sales).
•  Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
•  Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
•  Oversees all culinary, restaurant, beverage and room service operations.
•  Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
•  Provides excellent customer service to all employees.
•  Responds quickly and proactively to employee's concerns.
•  Provides a learning atmosphere with a focus on continuous improvement.
•  Provides proactive coaching and counseling to team members.
•  Encourages and builds mutual trust, respect, and cooperation among team members.
•  Monitors and maintains the productivity level of employees.
•  Develops specific goals and plans to prioritize, organize, and accomplish work.
•  Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
•  Sets clear expectations with the employees and team leaders and verifies that appropriate rewards are given if expectations are exceeded.

Ensuring Exceptional Customer Service

•  Provides excellent customer service.
•  Responds quickly and proactively to guest's concerns.
•  Understands the brand's service culture.
•  Drives alignment of all employees, team leaders and managers to the brand's service culture.
•  Sets service expectations for all guests internally and externally.
•  Takes ownership of a guest complaint/problem until it is resolved or it has been addressed by the appropriate manager or employee.
•  Verifies all banquet functions are up to standard and exceed guest's expectations.
•  Provides services that are above and beyond for customer satisfaction and retention.
•  Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
•  Serves as a role model to demonstrate appropriate behaviors.
•  Manages day-to-day operations, drives quality, and verifies standards are meeting the expectations of the customers on a daily basis.

Managing and Conducting Human Resource Activities

•  Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
•  Conducts performance reviews in a timely manner.
•  Promotes both Guarantee of Fair Treatment and Open Door policies.
•  Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
•  Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
•  Develops an action plan to attack need areas and expand on strengths based on employee engagement and guest satisfaction results.

Additional Responsibilities

•  Complies with all corporate accounting procedures.
•  Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
•  Analyzes information and evaluates results to choose the best solution and solve problems.
•  Drives effective departmental communication and information systems through logs, department meetings and property meetings.

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JOB SUMMARY

Areas of responsibility include Restaurants/Bars/Pool and Room Service.  Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods.  Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility.  Determines training needed to accomplish goals, then implements plan of action accordingly. 

CANDIDATE PROFILE 

Education and Experience

• Hospitality Diploma or a Grade 12 and the relevant experience in a 5 * environment in a similar role for the past 3 years

CRITICAL WORK ACTIVITIES

Managing Day-to-Day Operations

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Maintains service and sanitation standards in restaurant, bar/lounge and room service areas.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Leading Food and Beverage Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Ensures and maintains the productivity level of employees.
• Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.
• Ensures compliance with all applicable laws and regulations.
• Ensures compliance with food handling and sanitation standards.
• Ensures staff understands local, state and Federal liquor laws.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Establishes guidelines so employees understand expectations and parameters.
• Monitors alcohol beverage service in compliance with local laws.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Empowers employees to provide excellent customer service.
• Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints.
• Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
• Ensures corrective action is taken to continuously improve service results.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return)

Managing and Conducting Human Resource Activities

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
• Ensures employees are treated fairly and equitably. Strives to improve employee retention.
• Ensures employees receive on-going training to understand guest expectations.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Strives to improve service performance.
• Ensures recognition is taking place across areas of responsibility.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Assists servers and hosts on the floor during meal periods and high demand times.
• Recognizes good quality products and presentations.
• Supervises daily shift operations in absence of Assistant Restaurant Manager.
• Oversees the financial aspects of the department including purchasing and payment of invoices.
• Oversees Daily and Monthly Beverages, Dry Goods and Operating Equipment Stocktakes. 

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POSITION SUMMARY

Meet group coordinator/host(ess) prior to functions, make introductions, and ensure that all arrangements are agreeable. Read and analyze banquet event order in order to gather guest information, determine proper set up, timeline, specific guest needs, buffets, action stations, etc. Respond to and try to fulfill any special banquet event arrangements. Follow up on special banquet event arrangements to ensure compliance. 

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards.

Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Develop and maintain positive and productive working relationships with other employees and departments.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

General Food and Beverage Services

• Notify management of maintenance repairs issues.
• Assist your and other departments when needed to ensure optimum service to guests.

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
• Move through narrow, confined, or elevated spaces.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping

 

Analytical Skills

• Decision-Making
• Learning
• Problem Solving
• Computer Skills

Interpersonal Skills

• Interpersonal Skills
• Team Work
• Customer Service Orientation
• Diversity Relations

Communications

• Communication
• Listening
• English Language Proficiency
• Applied Reading
• Telephone Etiquette Skills
• Writing

Personal Attributes

• Integrity
• Positive Demeanor
• Presentation
• Dependability
• Stress Tolerance
• Adaptability/Flexibility
• Initiative
• Safety Orientation

Organization

• Multi-Tasking
• Time Management
• Detail Orientation
• Planning and Organizing

Education

• High school diploma/G.E.D. equivalent

Related Work Experience

• At least 1 year of related work experience

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POSITION SUMMARY

Function

Join our amazing team and deliver unforgettable and memorable experiences. 

We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Executive Housekeeping. The successful candidate will be responsible to ensure that all rooms and public area’s in the housekeeping department are cleaned and maintained. Train employees on all Housekeeping procedures, including safety procedures and equipment operation. To ensure that standard operating procedures are implemented at all times, uphold and maintain the exceptional service standards and quality within a pressurized environment whilst you embrace the ethos of The Westin Cape Town Culture in accordance with Marriott International Policies and Procedures

Required Experience & Qualifications

• At least 2 years’ experience in a team leader/ Supervisory position in a five-star hotel.
• Professional and positive disposition 
• Good leadership and mentorship skills
• Good staff management skills 
• Knowledge of the Occupational Health and Safety Act
• Experience in disciplinary procedures and practices
• Quality and customer service driven
• Ability to work within a pressurized environment
• Proactive, self-motivated Individual with good professional work ethic
• Strong interpersonal and communication skills 
• Ability to engage and interact with guest
• Ability to deal with conflict situations
• Sound administrative skills
• Competency in MS office (word, excel, email)
• Ability to work effectively under time constraints and deadlines
• Required to work rostered shifts and irregular hours as per operational requirements
• Hardworking, can do attitude, ambitious, ability to use Initiative and be proactive 
• Ability to work within a team and without supervision 
• Excellent problem solving, planning and organizing skills
• Ability to meet deadlines and deliver results.
• Able to deal effectively with all levels of staff including senior management
• Flexible working hours as well as available to work weekends, public holidays, opening and closing shifts when rostered as per operational requirements

Key Responsibilities

• Assist management in training, scheduling, evaluating, counselling, disciplining, and motivating and coaching employees. 
• Follow all company and safety and security policies and procedures
• Report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications
• Speak with others using clear and professional language; prepare and review written documents accurately and completely. 
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

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POSITION SUMMARY  

Reporting to the Director of Events Planning, the successful incumbent will respond to client enquiries regarding group accommodation, conferences and exhibitions inclusive of telephonic and email enquiries as well as provide and maintain the quality and standards of the Westin Cape Town within a pressurized environment and in accordance with Marriott International Hotels Policies and Procedures.

What We offer:

• Market related salary
• Learning and development opportunities through online platforms, on the job trainings and classroom-based courses
• Discounts on hotel rooms, food and beverage and spa in Marriott International portfolio
• Wellbeing activities and sustainability initiatives through the Take Care and 360° programs
• On Property Café
• Medical Aid Company 
• Provident Fund Company Benefits 
• Associate Uniform and Laundry service thereof
• Employee Well-being Programme

Required Experience & Qualifications:

• A recognised qualification in Event Management / Hotel Management preferable
• Minimum two years’ group booking and eventing experience
• Extensive reservations/banqueting sales experience
• Professional telephone, communication and email etiquette 
• People centric with a strong focus on the Guest experience 
• Ability to work within a pressurized environment
• Ability to work within a pressurized environment 
• Extensive working knowledge of Fidelio Opera/ Sales & Catering
• Professional and pleasant disposition 
• Strong leadership and interpersonal skills essential
• Strong planning and organizing skills to meet deadlines with regards to operational requirements essential 
• Strong and effective communication, problem solving and decision making skills at all levels essential
• Opera systems knowledge
• Ability to use Initiative and be proactive and self-motivated
• Proficient in Microsoft Office Package
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Required to work as per operational requirements

Key Responsibilities:

• Complete all daily duties as set out in departmental duties and requirements.
• Perform and administrative function pertaining to sourcing quotations, contracts / pro forma invoices and ensure that confirmation and deposits are received according to contract specifications and liaising with independent suppliers when necessary based on the client’s requirements inclusive of technical companies, translation facilities, décor companies, entertainment, exhibition stand builders etc. 
• Liaise directly with relevant departments within the hotel to obtain rates and to ensure that all parties are aware of forthcoming events.
• Ensure that all quotations are followed up on a regular basis in order to ensure maximum usage of the conference facilities.
• Liaise with the client and attend on site meetings in order to discuss the events.
• Compile function sheets for distribution and ensure relevant details are obtained from the client advising and assisting them if necessary.
• Participate in meetings with the operations team to discuss the forthcoming events to ensure a smooth handover.
• Attend to any queries from the client during the event should the operations team require assistance. 
• Follow up post conference to ensure customer satisfaction.
• Liaise with relevant departments pertaining to function accounts and ensure that the client is in receipt of necessary documentation.
• Conduct telemarketing to follow up on new business / current clients.
• Posting & reconciling of charges related to the group/event and ensure accounts are closed timeously. Commission & Bonvoy point administration

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JOB SUMMARY

Responsible for following established procedures in receiving, storing, distributing and capturing of invoices. Support / Assist in stores and cost control. Perform other duties as and when required.

Education and Experience

• Proficiency in Microsoft packages essential (Word, Excel, email) 
• Knowledge of Micros Materials Control or similar systems and numeracy essential
• Previous knowledge of receiving, purchasing, stores & inventory control in a similar environment
• Data capturing experience
• Ability to work without supervision
• Diploma in warehouse management or purchasing management or stock control/stores management would be an advantage
• Flexible working hours
• Be prepared to perform other duties within the department
• Excellent communication skills , peoples person

Core Functions and Duties 

Take full responsibility for the day-to-day running of receiving department. Be familiar with Cost throughout the Hotel, recommend and implement measures to control cost.

• Report directly to the Financial Manager
• Assist in ensuring that all items are efficiently received in the loading bay and checked against purchase orders as per the policies and procedures of Marriott.
• Ensure all deliveries of products are made via the receiving bay, and that all invoices are stamped and signed as per hotel policy.
• Ensure all items received agree with the invoice, and issue a credit note for incorrect or short deliveries
• Ensure that all deliveries and delivery personnel are supervised, and no stock is ever left unsecured or unsupervised.
• Ensure stock is moved from receiving cages immediately it arrives, to the relevant store, and ensure NO stock is left in cages after hours.
• Ensure all items received are checked for Weight, Packaging, Packing and Expiry Information, Quality, Price as Negotiated with supplier.
• Ensure the receiving area and equipment are cleaned daily including the scales and the accuracy thereof and secured after hours, report any maintenance needs to the Finance Manager
• Ensure that the correct parcel handling procedure is adhered to, and communication sent immediately the parcel is received.  Ensure accurate records of the parcel are kept at all times.
• Ensure all Delivery & Credit notes are logged and followed up for invoices on a daily basis.
• Ensure the chef is informed upon the receipt of perishable food items and ensure that the qualities of the goods are checked by Senior Chef on duty.
• Ensure proper organization of delivery vehicles to avoid congestion in the loading bay.
• All returns, underages and overages must be clearly noted on the suppliers delivery note or invoice copy.
• Any credit notes must be made out and signed for by the supplier’s delivery representative.  The supplier must retain the original copy.
• Perform checks on receiving temperatures of perishable goods, as well as delivery vehicles, and relevant logs kept for audit purposes as per Marriott policies.  Report any concern immediately to the supplier, Purchasing Manager and Cost Controller.
• Ensure all perishable and shelf-life goods are date stamped upon delivery.
• In the case of non-inventory stock, the user who ordered the item must be notified and collect the item from the cage and transport it to their own store.
• All invoices must be matched to the relevant order and prices compared.  Any differences must be investigated immediately against price quotes.
• Ensure all invoices are captured in the period that they are received, and any deviations from this are communicated to the Finance Manager.  Ensure all invoices are captured before stock takes and liaise with the Finance Manager as to when receiving can commence between periods.
• The capturing and reviewing of stock sheets.
• Non deliveries must be reported to the Financial Manager
• Ensure all invoices are batched for the day at 16h00 and submit to the Financial Manager for checking and sign off.  Ensure invoice receiving remains up to date daily, and invoice batches are sent to accounts payable on a daily basis.
• Complete all daily duties as set out in departmental duties and requirements.
• Do follow-up on outstanding deliveries and report to relevant Manager.
• Help with month end stock takes and month end procedures.

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POSITION SUMMARY

Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.

Set up, stock, and maintain work areas. Inspect the cleanliness and presentation of all china, glass, and silver prior to use. Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.

Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps.

Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education:                              

• High school diploma or G.E.D. equivalent.

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POSITION SUMMARY

SA Citizens Only 

Junior Accounts Assistant Position with focus on Banking and Debtors 

Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes. Organize, secure, and maintain all files, records, cash and cash equivalents in accordance with policies and procedures.

Record, store, access, and/or analyze computerized financial information. Maintain accurate electronic spreadsheets for financial and accounting data. Classify, code, and summarize numerical and financial data to compile and keep financial records, using journals, ledgers, and/or computers.

Prepare, maintain, and distribute statistical, financial, accounting, auditing, or payroll reports and tables. Complete period-end closing procedures and reports as specified. Prepare, review, reconcile, and issue bills, invoices, and account statements according to company procedures.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Address guests' service needs in a professional, positive, and timely manner.

Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones and emails using appropriate etiquette. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education:                              

• High school diploma or G.E.D. equivalent.

Related Work Experience:    

•  At least 1 year of related work experience.

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POSITION SUMMARY

South African Citizens only. Shift Work, Mainly 22h00 - 06h00

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay.

They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.

Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education:                            

• High school diploma or G.E.D. equivalent.

Related Work Experience:    

• Advantageous

Supervisory Experience:        

• Advantageous 

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POSITION SUMMARY

Our jobs aren’t just about putting food on the table that our guests will enjoy until they ask for their bill. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side. Our F&B Service Experts take the initiative and deliver a wide range of services to make sure that guests enjoy their meal. Whether setting tables, communicating with the kitchen, interacting and serving guests, or cleaning work areas and supplies, the F&B Service Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for F&B Service Experts – to get it right for our guests and our business each and every time.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assist other employees to ensure proper coverage and prompt guest service.

General Food and Beverage Services

• Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
• Pick-up trays and clean tables as needed to ensure a clean dining area.
• Follow appropriate procedures for serving alcohol, follow local Training & Guidance.
• Thank every guest upon departure, invites them to return, and wishes them a fond farewell.
• Retrieve and deliver food and beverage orders in a timely manner.
• Perform other reasonable duties as requested.
• Coordinates with the respective kitchens to ensure guests’ orders are delivered.

Beverage/Coffee Cart

• Inspect the cleanliness and presentation all china, glass, and silver prior to use.
• Cash/Bank Handling
• Record transaction in MICROS or similar system at time of order.
• Process all payment methods in accordance with Accounting procedures and policies.
• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
• Transport bank to/from assigned workstation, following security procedures.
• Set up and organize cashier workstation with designated supplies, forms, and resource materials; and always maintain cleanliness of workstation.

Closing

• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.

Steps of Service

• Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
• Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.

In-Room Dining/Room Service

• Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.
• Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
• Notify guests and management of delays in service delivery.

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Follow the requirements and tasks as defined in EMEA Food & Beverage Cashiering SOP if associate handles cash.
• Comply with the requirements of the MarriottCashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Interpersonal Skills

• Customer Service Orientation
• Teamwork
• Interpersonal Skills
• Diversity Relations

Communications

• Communication
• Listening
• English Language Proficiency

Personal Attributes

• Dependability
• Presentation
• Positive Demeanor
• Integrity
• Safety Orientation
• Stress Tolerance
• Adaptability/Flexibility

Organization

• Multi-Tasking

Personal Attributes 

• Information Retention

Education

• Higher Education, Diploma or equivalent

Related Work Experience

• At least 1 year of related work experience

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POSITION SUMMARY

Prepare special meals or substitute items. Regulate temperature of ovens, broilers, grills, and roasters. Pull food from freezer storage to thaw in the refrigerator. Ensure proper portion, arrangement, and food garnish. Maintain food logs. Monitor the quality and quantity of food that is prepared.

Communicate assistance needed during busy periods. Inform Chef of excess food items for use in daily specials. Inform Food & Beverage service staff of menu specials and out of stock menu items. Ensure the quality of the food items. Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist. Prepare cold foods.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model. Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Anticipate and address guests’ service needs. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards.

Stand, sit, or walk for an extended period of time. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATION

Education:                            

• Technical, Trade, or Vocational School Degree.

Related Work Experience:  

• At least 3 years of related work experience.

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JOB SUMMARY

Function

Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Front Office Manager, the successful incumbent will be required to provide professional and excellent customer service and is expected to support and assist with the front office operational requirements and all related areas as required and to maintain the exceptional customer service standards expected in accordance with Marriott International and Westin Brand Policies and Procedures.

Required Experience & Qualifications

• Appropriate Tertiary Hospitality qualification
• Minimum of 3 years’ experience in a similar position within a 5-star environment
• Good leadership, communication and interpersonal skills.
• Professional Disposition 
• Strong planning and organizing skills to meet deadlines
• Effective problem solving, decision making and conflict management skills 
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Experience in IR management and disciplinary processes
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Maintain a neat, clean and well-groomed appearance as per company standards
• Extensive working knowledge in MS Office in all MS office applications as well as OPERA

Key Areas of Responsibility

• Ensure that the highest standards of service in the Front Office departments are maintained and developed at all times
• Effectively co-ordinate and organise the operations of the Front Office department
• Provide support and guidance to all Front Office departments to ensure efficiency throughout 
• Achieve hygiene, health and safety standard requirements 
• Interviewing, screening and hiring of new employees
• Appraising performance; recognition and discipline.
• Co-ordinate training programmes and skills enhancement initiatives for Front Office staff in guest service, safety, hygiene, etc.
• Address and resolve both guest and staff concerns.
• Maintain a safe work environment by ensuring high standards of repair, hygiene and safety.
• Guest interaction regarding special requests

Supporting Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees

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JOB SUMMARY

Areas of responsibility include Restaurants/Bars, Louis B Express and Room Service. Assists in the daily supervision restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction. Determines training needed to accomplish goals, then implements plan.

CANDIDATE PROFILE 

Education and Experience

• Appropriate tertiary qualification
• Minimum 2 years experience in a similar position within F&B 5 star environment
• Good leadership, communication and interpersonal skills 
• Strong planning and organizing skills to meet deadlines 
• Effective communication, problem solving, decision making and conflict management skills 
• Compentency in administration skills - payroll input, staff rostering, inventory control, ordering and training 
• Effective planning, assigning and delegations of tasks to meet deadlines 
• Ability to work within a pressurized environment,
• Ability to use Initiative and be pro-active and self driven
• Experience in IR management and disciplinary processes 
• Ability to work without supervision and within a team 
• Attention to detail pertaining to area of responsibility 
• Maintain a neat, clean and well-groomed appearance as per company standards

CORE WORK ACTIVITIES

Assisting in Management of Restaurant Team

• Handles employee questions and concerns.
• Monitors employees to ensure performance expectations are met.
• Provides feedback to employees based on observation of service behaviors.
• Assists in supervising daily shift operations.
• Supervises restaurant and all related areas in the absence of the F&B Manager.
• Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results.

Conducting Day-to-Day Restaurant Operations

• Ensures all employees have proper supplies, equipment and uniforms.
• Communicates to Chef and F&B Management any issues regarding food quality and service levels.
• Ensures compliance with all restaurant policies, standards and procedures.
• Monitors alcohol beverage service in compliance with local laws.
• Manages to achieve or exceed budgeted goals.
• Performs all duties of restaurant employees and related departments as necessary.
• Opens and closes restaurant shifts.

Providing Exceptional Customer Service

• Interacts with guests to obtain feedback on product quality and service levels.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Encourages employees to provide excellent customer service within guidelines.
• Handles guest problems and complaints, seeking assistance from supervisor as necessary.
• Strives to improve service performance.
• Sets a positive example for guest relations.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Meets and greets guests.

Conducting Human Resource Activities

• Supervises on-going training initiatives.
• Uses all available on the job training tools for employees.
• Communicates performance expectations in accordance with job descriptions for each position.
• Coaches and counsels employees regarding performance on an on-going basis.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Assists servers and hosts on the floor during meal periods and high demand times.
• Recognizes good quality products and presentations.
• Supervises daily shift operations

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POSITION SUMMARY

Our Utility Cleaners play an important role in support of a number of vital hotel functions. At our hotels these associates may work across departments (e.g., kitchen, food and beverage, laundry) to support cleaning needs.

Whether preparing fresh clean linen and spotless dining ware for guests to enjoy, operating and maintaining cleaning equipment and tools (e.g., dish washing machines, hand wash stations, linen washers and dryers), or transporting dishware or linens across the hotel, these associates do whatever it takes to get the job done.

No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.

Ensure adherence to quality expectations and standards, develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.

Report accidents, injuries, and unsafe work conditions to manager. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Stand, sit, or walk for an extended period of time. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

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POSITION SUMMARY

Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers.

Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail.

Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers and/or point of sale systems.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.

Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Required/Essential:

• A Grade 12/Matric.
• Computer literate.
• Customer service experience.
• Willing to work shifts.

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POSITION SUMMARY

Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate.

Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system.

Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.

Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.  Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards.

Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

• Verify all reservation information with callers to ensure accuracy.
• Accommodate and document special requests in an accurate and efficient manner.
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Describe room accommodations and benefit feature sale amenities to guests.
• Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
• Identify repeat guests using appropriate codes.
• Follow “up selling” techniques and sales strategies in order to maximize property revenue.

Reservation Processing

• Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Verify availability of room type, rate, and occupancy before confirming any reservations.
• Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Document information for manual reservations on designated forms and enter information into the reservation system.

Inventory/Rooms Control

• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.
• Oversee accuracy of room blocks and reservations.
• Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA).
• Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.

Reservation Billing

• Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies.

Reservation Training

• Communicate and instill company values and/or culture to new employees.
• Review and implement new Reservations procedures.

Guest Relations

• Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue.
• Follow proper escalation procedures when addressing guest concerns.

Analytical Skills

• Computer Skills
• Problem Solving
• Decision-Making
• Learning

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Form, Report, and Log Completion
• Writing

Personal Attributes

• Positive Demeanor
• Integrity
• Dependability
• Adaptability/Flexibility
• Presentation
• Stress Tolerance
• Initiative

Organization

• Detail Orientation
• Time Management
• Multi-Tasking
• Planning and Organizing

Reservations

• Reservation Policy
• Reservation Procedures
• Reservation Software

Sales

• Typing
• Diligence

Education

• High school diploma/G.E.D. equivalent

Related Work Experience

• At least 2 years of related work experience

Supervisory Experience

• At least 1 year of supervisory experience

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POSITION SUMMARY

Prepare breads and pastries, including preparing doughs and fillings, proofing, baking, and decorating as appropriate.

Review Production sheet to understand variety of baked goods to be produced daily. Prepare and cook food according to recipes, quality and presentation standards, and food prep checklists.

Maintain kitchen logs for food safety program compliance.

Keep Chef informed of excess food items for planning of daily specials. S

afely and appropriately use baking and measuring tools/equipment/appliances to prepare baked foods.

Follow and ensure compliance with food safety handling policies and procedures, including personal hygiene procedures.

Check and ensure correct temperatures of kitchen appliances and food, and report issues to management.

Monitor the quality of food prepared and portions served throughout shift.     

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model.

Follow all company policies and procedures, including safety and security; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Speak with others using clear and professional language and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others and support team to reach common goals; handle sensitive issues with tact, respect, and confidentiality. Serve as a department role model or mentor. Comply with quality expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

Move over sloping, uneven, or slippery surfaces. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.

Required Experience & Qualifications:

• Matric Certificate and chef diploma 
• Must have 3-4 years practical kitchen experience specializing in baked goods
• Use initiative, takes on responsibility and problem solving and who is accountable for his/her actions
• Ability to manage, plan and delegate to staff ensuring deadlines are met.
• Ability to assess quality control and adhere to service standards
• Ability to clearly define productivity standards with quality requirements and methods required to obtain them
• Basic administrative and computer skills necessary – ordering, handovers, “check” system, MEP lists, SOP files. 
• Employee Relations and Staff development. with a hands on approach 
• Assist the HOD with Menu Planning, controls and implementation 
• Knowledge of all kitchen hygiene standards and diligence reporting 
• Good understanding of food trends locally & internationally
• Ability to work any shift

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POSITION SUMMARY

Respond and attend to guest repair requests. Communicate with guests/customers to resolve maintenance issues. Perform preventive maintenance on tools and kitchen and mechanical room equipment, including cleaning and lubrication. Visually inspect tools, equipment, or machines. Carry equipment (e.g., tools, radio). Identify, locate, and operate all shut-off valves for equipment and all utility shut-offs for buildings. Maintain maintenance inventory and requisition parts and supplies as needed

 Communicate each day’s activities and problems that occur to the other shifts using approved communication programs and standards. Display basic knowledge or ability to acquire knowledge in the following categories: air conditioning and refrigeration, electrical, mechanical, plumbing, pneumatic/electronic systems and controls, carpentry and finish skills, kitchen equipment, vehicles, energy conservation, and/or general building. Perform all surface preparation, painting, minor drywall and wood trim repair, light bulb and A/C filter replacement and the complete and thorough cleanup of the painting or repair area.

Test, troubleshoot and perform basic repair on all types of equipment, plumbing (e.g., plunge toilets and unclog drains), electrical components including lamps, cosmetic items, extension cords, vacuum cleaners, internet devices, replace electrical switches and outlets, and other guestroom items. Program TV's and perform general housekeeping and engineering-related inventory duties

Use the Lockout/Tagout system before performing any maintenance work. Perform repairs on interior and exterior landscaping as well as external landscaping sprinklers. Display basic computer skills including inputting air handler schedules and making temperature changes.

Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; and properly store flammable materials.

Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Adhere to quality expectations and standards.

Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and heavier lifting or movement tasks with assistance. Move up and down stairs, service ramps, and/or ladders. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Enter and locate work-related information using computers. Perform other reasonable job duties as requested.

CRITICAL TASK

General Maintenance

• Display basic proficiency in the following categories: air conditioning and refrigeration, electrical, mechanical, plumbing, pneumatic/electronic systems and controls, carpentry and finish skills, kitchen equipment, vehicles, energy conservation, and/or general building.
• Perform all surface preparation and painting, minor drywall and wood trim repair, light bulb and A/C filter replacement and the complete and thorough cleanup of the painting or repair area.
• Test, troubleshoot, and perform basic repair on all types of equipment, plumbing (e.g., plunge toilets and unclog drains), electrical components including lamps, cosmetic items, extension cords, vacuum cleaners, internet devices, replace electrical switches and outlets, and program TV's.
• Perform repairs on interior and exterior landscaping as well as external landscaping sprinklers.
• Perform general housekeeping and engineering-related inventory duties.

Accident Prevention and Safety

• Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Use the Lockout/Tagout system before performing any maintenance work.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Maintain a working knowledge of fire sprinkler and emergency power systems and be familiar with the duties and responsibilities of the Fire and Emergency Rescue Teams.
• Follow property specific procedures for handling emergency situations (e.g., Fire and Emergency Response Team, evacuations, medical emergencies, natural disasters) in order to preserve the building and its systems during the emergency and act as quickly and responsibly as possible to return the building to its normal operating status.
• Store all flammable materials in OSHA and EPA approved containment devices.

Install, Maintain, and Repair Items

• Carry all equipment (e.g., keys, phones, pager, tools, radio) in order to maintain preparedness to carry out work tasks at all times.
• Respond and attend to guest repair requests.
• Organize all painting and maintenance areas properly utilizing the appropriate methods and supplies.
• Clean all tools and equipment and return to the shop and secure in the proper area.
• Clean, lubricate, protect and otherwise maintain all tools and equipment in the hotel. 
• Identify, locate, and operate all shut-off valves for equipment. 
• Perform preventive maintenance in a timely manner. 

Maintain Building and Property

• Clean all engineering areas as directed by Engineering Management. 
• Observe energy and utilities usage in the hotel and on the grounds. 
• Look for ways to conserve energy and report any ideas to the Engineering Management.

Maintain Records or Logs

• Maintain the preventive maintenance records, inspections, and rounds using a computer management system.
• Maintain a proper inventory of parts, materials, equipment, tools, and supplies necessary to perform his/her job.
• Maintain maintenance inventory and requisition parts and supplies as needed.
• Assure each day’s activities and problems that occur are communicated to the other shifts using approved communication programs and standards.
• Read, log, track and interpret readings from meters, gauges and other measuring devices in accordance with inspection and rounds procedures.
• Assist in the compilation of data for preventive maintenance inspection records.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Respond to all guest complaints promptly and, if cannot remedy the situation, let the proper people know so they can follow up and try to satisfy the guest.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Follow verbal or written directions pertaining to minor maintenance repairs.
• Keep supervisor updated on assignments.
• Maintain communication with supervisors to so that all needed materials, tools and supplies are available or on order.

Working with Others

• Perform daily assigned work orders and follow engineering standard operating procedures.
• Work with housekeeping staff and other departments to maintain all rooms, buildings, and property in perfect condition.
• Train and provide technical advice to other engineers as needed or requested.
• Work in a team environment and effectively interact with all levels of the organization.

Quality Assurance/Quality Improvement

• Work in a neat and efficient manner, keeping work areas clean and well organized. 
• Support the improvement of engineering services that effectively address problems affecting owners, guests and employees.
• Complete all maintenance or repair assignments in a timely, safe and professional manner.
• Comply with quality assurance expectations and standards.

Computers/Software

• Transmit information or documents using a computer.
• Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
• Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
• Display basic computer skills including inputting air handler schedules and making temperature changes.

Physical Tasks

• Lift, carry, reach, bend, and climb ladders.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Move up and down stairs and/or service ramps.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and heavier lifting or movement tasks with assistance.
• Assist with moving, lifting, carrying, and placing of objects weighing in excess of 100 pounds.
• Enter and locate work-related information using computers.

Policies and Procedures

• Participate in departmental problem solving teams.
• Protect and otherwise maintain assigned tool pouch and its tools at the discretion of the Engineering Management.
• Perform other reasonable job duties as requested.

Analytical Skills

• Problem Solving
• Computer Skills

Interpersonal Skills

• Team Work
• Diversity Relations
• Interpersonal Skills
• Customer Service Orientation

Communications

• Communication
• Listening
• English Language Proficiency

Personal Attributes

• Safety Orientation
• Dependability
• Integrity
• Positive Demeanor
• Adaptability/Flexibility
• Presentation
• Initiative

Physical Abilities

• Physical Strength
• Proper Lifting Techniques
• Hand-Eye Coordination

Tools and Equipment

• Personal Protective Equipment
• Hand/Power Tools

Technical Certifications and Licenses

• Valid Drivers License (preferred)

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

Education

• High school diploma or G.E.D.

Related Work Experience

• Some experience in general maintenance, exterior and interior surface preparation and painting. Experience in hotel engineering/maintenance a plus.