Hot Jobs at Accor Hotel

Job Description

• Reception Agent
• First impressions are everything! As a Reception Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.
• What is in it for you:
• In 3-4 bullet points, showcase the benefits and perks of working at the property
• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• What you will be doing:
• Greet, check-in, respond to requests and settle accounts while providing exceptional service
• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling

Qualifications

• Your experience and skills include:
• Service focused personality is essential

Additional Information

• experience is an asset
• Prior experience working with Opera or a related system
• Fluency in English
• additional languages are a plus
• Your team and working environment:
• In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
• Note: Customization may be included for any specific local or legislative requirements, such as work permits
• Our commitment to Diversity & Inclusion:
• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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Job Description

Scope of Position:

• The position of Assistant Food and Beverage Manager is dedicated to exceeding expectations of both internal and external guests to ensure the highest level of service is consistently provided. Teamwork is the key to success in providing a warm and personal experience.  The Assistant Food and Beverage Manager’s role will be to ensure excellent guest service is rendered with the support of the Servers, Assistant Servers and the Food Servers.  The Assistant Food and Beverage Manager will ensure all hotel policies and procedures and standards of service are adhered to by the team. The Supervisor will also offer support to all colleagues, a team of professionals with a passion for food and beverage with regards to work and personal development.

Specific duties, responsibilities & Key performance areas

• To report for duty punctually, in full uniform according to appearance and grooming standards
• To promote and maintain a positive working relationship at all times with all the Colleagues of Mercure Hotels.
• Being leaders he/ she needs to lead by example, therefore needs to demonstrate a complete understanding of all policies, procedures and standards stated in Mercure Hotels.
• To follow all departmental policies, procedures and set service standards as outlined
• To consistently offer professional, friendly and warm hospitality to all guests
• To foster and practice teamwork and cooperation with all other positions existing in the outlet
• To attend all required training sessions and be aware of any changes to menus, hotel and departmental policies and procedures, service standards as well as business trends and requirements
• To take ownership and uphold the values stated in the Charter of Ethics and CSR
• To act according to the general Food and Beverage Basics
• To use empowerment to turn challenges into opportunities
• To demonstrate a complete knowledge and understanding of the sequence of service, food and beverage service standards, and all other service standards as outlined in the Job Task List
• To have full and complete knowledge of the food menu, dessert menu, coffee and tea menu as well as all other beverage menus and the wine list
• To know about menu items, ingredients, preparation methods and garnishes for all dishes.
• To be able to guide the guest through the menu and make any suggestions or recommendations in the guests’ interest
• To be able to answer any guest question about food items, beverages and wines in an informative and helpful way
• To be aware of all cashiering procedures and the handling of all payment methods.
• To understand and follow all point of sale procedures and policies as stated in SOPs
• To lead and guide the Servers and Food Runners, ensuring efficient and effective teamwork
• To communicate all service requirements to the respective team members in an efficient and effective way.
• To be an effective speaker and pass necessary information in briefings
• To ensure that all work areas and stations are kept clean and tidy at all times
• To perform all opening, side and closing duties as well as all daily and weekly duties to the set standards.
• To attend pre-shift, weekly and monthly meetings to be well-informed about all events, promotions and other news.
• To understand how to operate all the equipment used in the outlet and to protect all assets in the outlet and in the hotel
• To assist all guests (internal and external) with any enquiries or requests in a pleasant, helpful manner
• To actively participate in and follow all health and safety policies and procedures set out for the hotel
• Carrying out any miscellaneous duties and responsibilities as requested by your Manager pertaining to total quality service delivered
• Other duties as assigned

Talent & Culture Responsibilities

Assist the (Department) Management Team in the following:

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
• Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.
• Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
• Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
• Develop and implement with Shift Leaders, strategies to minimize staff turnover.
• Appraise staff performance utilizing the Accor performance review system; ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required.
• Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.
• Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.
• Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.
• Ensure all staff under direct supervision are managed in accordance to the Relevant Award.
• Ensure the employee Department Induction program is completed within 4 weeks.

Health & Safety

• Notify your Manager of any reason you may not be capable of performing your tasks safely.
• Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
• Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
• Attend and actively participate in all WH&S training required of you by the Hotel.

Qualifications

What are we looking for?

• Friendly, professional and engaging demeanour with the ability to remain calm, positive, and level-headed during peak service periods dealing with any situations that may come your way
• Experience in leading, coaching and training a team
• Minimum of  one year of experience running conferences and events.
• Minimum of two years managing a food and beverage outlet in a busy hotel or restaurant.
• Experience in A la carte service and fine dining preferred
• Proven experience in similar roles within busy environments
• A team player able to work collaboratively with all departments
• Can go out of their way to create memorable experiences for our guests
• Excellent communication skills with fluency in English; additional languages are a plus
• A high standard of grooming and presentation
• Flexibility regarding your work availability is essential, as we operate 7 days a week, including public holidays

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Job Description

Immediate Manager:

• Cluster General Manager

Position scope

• This position is responsible for assisting with the planning and managing of the overall operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals.
• The Hotel Manager will plan, organize, direct and coordinate management activities of the operations in conjunction with the Cluster General Manager. He/she is responsible for delivering results that contribute to the mission and overall success of the hotel.

General Duties and Responsibilities:

Business Performance

• Support the annual budgeting process and financial forecast for the operations departments
• Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs and staying within budget guidelines
• Analyze monthly P&L and month-end reports, identify deviation from business plan goals
• Gather and report financial information to the Director of Finance and Business Support and Cluster General Manager

Operations

• Develop, recommend, implement and manage the operational department’s annual and long term goals
• Conduct daily briefing with management on current key activities
• Ensures optimal compliance with corporate focus audit, local health and safety, and other statutory regulations
• Evaluates changes in guest needs, guest mix and competitive set. Recommend appropriate products/services and operational changes as necessary
• Anticipate and address guest issues, establish proactive processes to promote guest satisfaction
• Communicate in an effective and timely manner with Cluster General Manager and Shared Services Team on matters which require their attention
• Represent the Brand in projecting a credible image to the market, residents and colleagues alike
• Be present to personally welcome key residents and patrons, and entertain key accounts’ representatives
• Help to ensure all Marketing and PR Communications materials are in compliance with the Brand Marketing guidelines
• Be visible around the hotel and show an active interest in our colleagues’ welfare
• Help and support in establishment of positive owner relations through proper and appropriate communications with the appointed Owner’s representative
• Follow appropriate protocol in communicating with the appointed Owner’s representative and keep the Cluster General Manager informed of such communications

Team Management

• Manage performance issues that arise within the operational departments. Train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers
• Assist Cluster General Manager with interviews, selection and recruitment of operations departments management team
• Identify and develop team members with potential
• Conduct performance review and manages performance issues that arise within the operations departments management team
• Constantly monitor team members performance, attitude and degree of professionalism

Qualifications

Your experience and skills include:

• Must be able to speak, read, write and understand the English language
• Requires excellent communication skills, both verbal and written
• Excellent interpersonal and organizational skills, with a keen focus on attention to detail, follow-up and refined guest service skills
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally
• Clear working knowledge of budget planning and execution Proficient in computer skills, including but not limited to Microsoft Outlook, Word, Excel and PowerPoint
• Ability to multi-task and work well in stressful and high-pressure situations
• Ability to build strong relationships, interact and influence others at all levels of the organization, a team player, motivator & self-starter
• Ability to motivate developing leaders to act as entrepreneurs while innovating guest oriented solutions creatively and profitably
• Self-confident, proactive, and able to prioritize and make effective decisions
• High degree of professionalism with strong understanding of hotel operations and business acumen
• Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position

Education

• University/College degree in a related discipline preferred, or a minimum of 10 years hospitality experience

Experience

• Minimum of 5 years experience as a Division Head in a fast paced, high volume, complex required
• Proven record to coordinate multiple departments to make gains towards targeted GOP, guest feedback and employee engagement results
• Proven success in leadership of Rooms, Food & Beverage and other departments