Hot Jobs at Fairmont Hotels & Resorts

Job Description

Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Acts in accordance with the standards, conforms to the policies and procedures. 
• High communication skills verbal and written. Perfect use of English. 
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
• Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that 
• payments are received on time and communicated to the accounts department and front office prior to the guest or group arrival.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for bookings as and when required, ensuring that follow up and payment is received.
• Other duties as assigned

PIPELINE LEVEL

• Manage self.

LEVELS OF ACCOUNTABILITY

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

LEVELS OF RESPONSIBILITY

• Responsible for own performance

COMPETENCIES

• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented
• Financial: Satisfied Shareholders
• To ensure that all quotes compiled are accurate and every attempt is made to secure the business for Cape Grace.
• Manage and follow up on all deposit payments in line with the reservation terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest’s arrival.
• Customer Service: Delighted Customers
• Models the Organizational Values 
• Matching the features and benefits of our product offering to ensure that we exceed our guest’s expectations. 

Processes: Effective Processes

• To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary, 
• ensuring any new and relevant information is communicated between these departments and Reservations.
• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Manage workload fairly, ensuring that our turnaround time is adhered to.
• Assist Group Reservations as/when necessary, with enquiry turnaround, call handling.

GENERAL KNOWLEDGE AND RESPONSIBILITIES

• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the highest standard of service, appearance and social skills set according to the 
• company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when 
• required.
• Attends all training workshops as and when required. 
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures 
• as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed from time to time.

Qualifications:

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• 1 year experience in similar positions and customer service
• Proficiency in English (Verbal, Written, Reading), second language is an asset.
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.
• Demonstrated experience using:
• Opera Property Management System
• Microsoft Office Suite to at least Intermediate level
• Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
• Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated  communication skills.
• Must be able to handle multitude of tasks in an intense, ever-changing environment while remaining 
• calm, collective and accurate.
• Must be flexible in terms of working hours (Shift Timing)

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Job Description

Scope of Position:

• The Assistant Food & Beverage Manager will report directly to the Director of Food & Beverage and will have the assistance of Supervisors. 
• The successful candidate will need to be comfortable with busy, high-quality operations, managing multitasks as well as have strong interpersonal skills.
• He/She will be responsible for all the Food and Beverage Operations which includes all culinary areas. 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 the Food and Beverage Division and always

Responsibilities:

Leading Food and Beverage Team

• Manages the operations of the Food and Beverage departments
• 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.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Monitors 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.
• Sets clear expectations with the employees and team leaders and verifies that appropriate rewards are given if expectations are exceeded.
• Perform other duties as and when required.

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 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 behaviours.
• 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

• 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.
• Initiatives to aid with the continued development of the colleagues positioning as a leader in Food & Beverage service and as a Food and Beverage destination.
• Ongoing control and enhancement of quality standards and guest service.
• Daily supervision, coordination and direction of the outlet colleagues and leaders, anticipating and ensuring prompt, courteous service.
• Ensuring that Restaurant/Bar maintains a first class and positive visual impact including ambiance, cleanliness, orderliness, décor and service flows.
• Working together with the Culinary Department, to develop new menu ideas and promotions.
• Working with the teams to create new ideas and promotions resulting in increased opportunities for Food & Beverage Sales.
• Working with the kitchen, stewarding and all restaurant leaders to ensure and promote that teamwork is a strong component of the daily service culture.
• Assist with recruiting, staffing and scheduling ensuring an adequate balanced staff and leadership level while maintaining forecasted productivities.
• Ensuring a safe and healthy work environment for all guests and colleagues
• Monitoring and continued development of food & beverage controls.
• Ensuring all training processes are set up and maintained for all leaders and colleagues.
• Reports suspicious people, parcels, and behaviors to Security.
• Ensures adherence to Accor Code of Ethics

Qualifications

• High school diploma or GED.
• 4 years’ experience in food and beverage management, culinary, or related professional area.
• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
• Entrepreneurial thinking and analytical business thinking required.
• Proficient in the English language (verbal & written), second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be flexible in terms of working hours.
• Must be computer literate and analytical.
• Enthusiastic and guest driven.
• Must be able to prioritize, organize and be self-efficient.
• Able to perform under pressure.

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Job Description

Position Overview

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

Key Responsibilities and Duties

• Ensuring department procedures and systems are maintained and effectively operated.
• Continuously evaluates department Standard Operating Procedures.
• Audit and development of guest information data on Opera.
• Drive Leading Hotels of the World and ALL Loyalty standards.
• Creating an environment that supports innovation and look for opportunities to improve operations.
• Pro-actively try out new ideas and technologies that would streamline productivity and enhance overall guest experience in line with the budget and capex submission.
• Ensure productive and efficient communication between departments.
• To ensure effective running of PMS and all related interfaces
• Building and improving on relationships with agents.
• Models the Organizational Values and Grace Memorandum.
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
• Encouraging the use of the “Generosity Pot” across departments
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
• Has responsibility for ad hoc project teams.
• Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the high standard of service, appearance and social skills set according to the company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when required.
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
• Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire, security, and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed by the Director of Rooms Division

Qualifications

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality; management and/or similar qualification will be highly advantageous
• At least 3 years Management experience; preferably gained in a 5 star environment
• Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
• Fluent in English (written and spoken). A foreign language is advantageous.

Proven abilities in:

• Guest relations
• Sales – Ability to Upsell the hotel facilities and outlets.
• Time and workflow management
• Highly experienced in employee management
• Effective decision-making and judgement
• Conflict resolution
• Interpersonal communication skills
• Delivery to required standards in a fast-paced and dynamic environment.

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Job Description

Scope of Position:

• As a Sommelier, you will provide guests with the full experience that encompasses engaging & personalized service from beginning to end of service. Your role is to turn their moments with us into memories by delivering Fairmont`s service promise and the highest level of brand standards.
• To control the hotel’s wine dispensary, keeping a tight stock control, maximizing revenue and ensuring high quality guest service. Assist guests with wine and beverage pairing to compliment the menu.

Responsibilities:

• Assists Food & Beverage Leaders to ensure all Food & Beverage Standard Operating Procedures are prepared to the highest quality and updated as needed.
• Clearly demonstrates to guests and colleagues a commitment to service excellence through the effective delivery of Fairmont Hotels & Resorts Brand Standards at all times.
• Actively creates Sparkle moments that are based on personalization and creativity.
• Carries out the day-to-day tasks outlined in the shift task list to a high level.
• Ensure all telephone calls are answered courteously and efficiently, within the Brand standards always.
• Takes responsibility for guest experiences that have negatively been impacted and turns them into memorable moments.
• Constantly monitors and is aware of the latest industry trends, new and innovative products and service opportunities related to beverages. Presents implementation plan of such to Food & Beverage leaders when applicable.
• Positively promote sales within your department and maximize sales opportunities for the whole hotel.
• Work on special projects to strengthen the Hotel’s position as a market leader in wine.
• Take orders and serve food and drinks following brand standards, as per training when required.
• Effectively supervise the mise-en-place and ensure that there is adequate preparation for service to meet the required standards.
• Organize, supervise and assist with the service of beverages.
• Issue a receipt for every item sold. Ensure that tight control is kept on all stock used, and that all checks are raised and processed correctly, and are either paid or charged to account.
• Ensure all polishing and breakdown duties are completed.
• Ensure correct handling, use, storage and cleaning of all liquor service equipment.
• Oversee and complete beverage requisitions to ensure the department has the correct level of stock.
• Ensure that there is good control over all stock used, and that all checks are raised and processed correctly, and are either paid or charged to accounts accordingly.
• Liaise and coordinate with wine suppliers for wine updates, training and promotions.
• Work with Culinary team to devise harmonious food & wine pairings for menu updates.
• Develop budget plan and record, monitor and present a clear Sales Mix Record.
• Maintain updated Wine List while liaising with the F&B management.
• Regularly inspect quality of opened wine in F&B Outlets.
• Management of the wine preservation system and Coravin Systems.
• Ensure all reasonable requests made by a member of the management team are effectively carried out.
• Strictly follows the daily, weekly, monthly, quarterly, and annual cleaning schedules.
• Ensure you are punctual and are well always presented in full uniform.
• Assist Food and Beverage leaders to conduct regular beverage training and provide Food and Beverage teams with in-depth beverage product knowledge.
• Strictly follows finance related procedures and rules.
• Assist customers with their choice of wine or drink and to take the appropriate orders.
• Ensure correct handling, use, storage and cleaning of all liquor service equipment.
• Develop and maintain all wine-related staff training programs.
• Comply with Hotel’s policy and procedures on Fire, Health, Hygiene and Training
• Contribute to the restaurant operations if needed.
• Be knowledgeable of hotel information to be able to answer guest inquiries.
• Sound knowledge of local and international wine.

Additional requirement

• Excellent reading, writing and oral proficiency in English.
• Computer literacy.
• Experienced in all aspects of restaurant service and management.
• Must be well presented and professionally always groomed.
• Strong leadership, interpersonal and training skills to motivate employees as a team.
• High degree of professionalism, creativity, business acumen, energy and determination
• Proven organizational skills, able to set and meet deadlines with quality results.

Qualifications

• Previous experience as a Sommelier, Wine Steward/Stewardess or similar role
• Ability to create well complimented food and wine pairings.
• Extensive knowledge of Southern African wines and vineyards
• Certificate from Cape Wine Academy/WSET Level 2 or certification in related studies is a pre-requisite.

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Job Description

Scope of Position:

• The position of Host/Hostess is dedicated to exceeding expectations of both internal and external guests to ensure the highest level of service is consistently provided.
• Reporting to the Food and Beverage Management, the Host/Hostess will act as a personal representative of the hotel, providing service that reflects the high standards of Fairmont. Team service will be key to our success in providing a warm and personal experience. 

Responsibilities:                       

• To report to duty punctually, in full uniform according to Fairmont appearance and grooming standards.
• To promote and maintain a positive working relationship at all times with all the Colleagues.
• To consistently offer professional, friendly and warm service.
• To demonstrate a complete understanding of the Fairmont policies, procedures and set service standards.
• To follow all standards and directions as given by Outlet management and as outlined in the Job Task Checklist.
• To have full knowledge of the menu, beverage lists in your outlet and all other special promotions taking place in the hotel.
• Knowledge of all menus and offerings are necessary in order to understand the server’s tasks on micros.
• To understand shift end reports, have knowledge of non-cash/cash transactions and procedures for depositing monies into safe or collecting due backs.
• Attend pre-shift, weekly and monthly meetings to continually improve the Guests experience.
• To understand how to operate all the equipment used in the outlet.
• To fully understand and follow the hotel’s recycling program and procedures.
• To actively participate in all health and safety procedures for outlet and the entire hotel.
• To follow all of safety and sanitation policies when handling food and beverage.
• Carrying out any miscellaneous duties and responsibilities as requested by Manager pertaining to total quality service delivery.
• Perform other duties, as and when required.

Qualifications

• Must possess outstanding guest services skills, professional presentation and sophisticated verbal & written communication skills.
• Must be guest-oriented, have a vibrant personality, and radiate enthusiasm to assist people.
• Proficient in the English language (verbal & written), additional languages are an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be flexible in terms of working hours, and able to work with little or no supervision.
• Must have the ability to assess and make decisions based on strong, analytical, problem-solving skills.
• Must be computer literate in Microsoft Windows and MS Office suite.

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Job Description

Scope of Position:

• Bartender’s/Barman primarily responsibility is to exceed all expectations of all Internal and External Guests. Facilitating an excellent guest experience in the outlet by ensuring exceptional products and services at all times.
• As a Bartender’s/Barman, you will provide guests with the full experience that encompasses engaging & personalized service from beginning to end of service. Your role is to turn their moments with us into memories by delivering Fairmont`s service promise and the highest level of brand standards.

Requirements:

• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
• Proficient in the English language (verbal & written), second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be flexible in terms of working hours.
• Must be physically fit.
• Must have sound knowledge of beverages and cocktails.

Responsibilities:           

• Demonstrates Fairmont luxury standards in all interactions.
• Mixes and prepares a wide range of beverage items.
• Greets all guests and colleagues in a warm and sincere manner and always adopts a positive attitude to keep the team spirit at its highest.
• To ensure that all guests leave the outlet with a lasting positive experience and impression of the outlet.
• Should be punctual, efficient, and above all courteous – assuming a pleasing and helpful attitude towards each guest.
• To have pride in his/her appearance and personal hygiene, making sure that his/her uniform and shoes are always of the highest standard.
• Has a genuine desire to provide an unparalleled guest experience.
• To handle any guest feedback in an appropriate manner ensuring the guest leaves the outlet completely satisfied. If unable to correct the situation the colleague must inform supervisors or managers in order to facilitate service recovery.
• Checks and sets-up bar and equipment, places bottles in the proper place, prepares adequate mise-en-place to be used during the shift.
• To report to duty punctually, in full uniform according to appearance and grooming standards.
• To demonstrate a complete understanding of Restaurant Policies & Procedures and Service Standards as outlined in the Fairmont Standards.
• To make and serve drinks in accordance with liquor laws.
• To maintain a clean and safe work and dining environment.
• To have full knowledge of available menus of the restaurant.
• To be aware of safety in the bar, to have complete understanding of adhere to the company’s policy regarding fire, hygiene and safety.
• Maintain an accurate reasonable inventory, completing nightly and monthly inventory counts.
• To order, stock, and control all necessary par stock levels.
• Ensures that licensing hours and laws are strictly followed.
• Monitoring Freezers and Refrigerators, should any problems occur it must be reported to the technical services.
• To ensure that costs are kept to a minimum by controlling wastage and breakage.
• Occasional Duties/Projects as assigned to you by Food & Beverage Management may be assigned to you periodically.
• Follows Hotel’s telephone etiquette standards.
• Follows Occupational Health & Safety regulations.
• Reports suspicious people, parcels, and behaviours to Security.
• Perform other duties, as and when requested.

Qualifications

• Minimum 2 years experience working in a luxury or upmarket hotel.
• Food and Beverage training/certification or Hospitality qualifications advantageous.
• Experience with Point of Sale System.
• Availability to work nights, weekends, and holidays.
• Positive, engaging personality, and professional appearance.
• Basic math and computer skills.
• Exceptional interpersonal and communication skills.
• Strong task and time management abilities.
• Eye for detail and understanding of drink mixing tools and techniques.
• Ability to stand, walk, bend, etc. for extended periods, and lift heavy objects.
• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be physically fit.
• Must have good knowledge of beverages and cocktails.