Job Openings at Marriott International

POSITION SUMMARY

South African Citizens Only 

Hotel Night Audit Experience a Requirement 

Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information. Control and secure cash and cash equivalents for property according to cash handling policy and procedures. Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures. Prepare, maintain, and distribute statistical, financial, accounting, auditing, or payroll reports and tables. Audit statistical, financial, accounting, auditing, or payroll reports and tables. Audit and reconcile all revenue postings.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; maintain awareness of undesirable persons on property premises. 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. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; 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; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. 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.

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POSITION SUMMARY

A generalist role within the Human Resources discipline; administration, talent aquisition, employee relations, learning and development in accordance with Marriott International policies and procedures and local law. You will be responsible to assist the Human Resources Manager in building and sustaining positive internal and external relationships with associates, managers and candidates for employment.

Key duties and responsibilities:

Learning and Development: 

• Works with HR manager and property leadership to identify and address employee and organizational development needs. 
• Help drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Ensure effective training is in place to enable the achievement of desired business results.  
• Contribute to the design of personal development plans.
• Prepare, conduct and evaluate training sessions - classroom and individual. (i.e, training materials, scheduling – booking rooms, setup classes, breakdown classes, facilitate group sessions, obtain training feedback and monitor effectiveness thereof).
• Monitor and ensure departments are conducting training and orientation.
• Assist in CATHSETA, WSP/ATR submissions and SA compliance.
• Administration including updating of central document/training records
• Administer the hotels cross training programme.
• Monitor and track completions of Marriott International online trainings. 

HR Generalist Functions:

• Maintain confidentiality and security of employee and property records, files, and information.
• Respond to questions, requests, and concerns from employees and management regarding company and Human Resources programs, policies and procedures.
• Compliance with all local, state, and federal laws and company policies and standards and ensure all HR documentation are in accordance.
• Ensure accurate maintenance of all employee records and files. 
• Collect and analyzing employee data via internal surveys to measure employer satisfaction.
• Work closely with the Human Resources Manager to plan and manage Associate Events and Wellness activities. 
• Ensure all HR related systems are updated and reflect accurate employee data. i.e. new starters, terminations, promotions.
• Assist in the end-to-end talent Aquisition process.
• Monitoring/tracking employee relations issues including resolution and follow-up.
• Answer phone calls and record messages.

What we are looking for:

• Sustained and proven experience as an HR generalist
• Previous Learning and Development experience advantageous
• A positive outlook and outgoing personality
• Great hospitality skills as well as meticulous attention to detail
• Matric and a tertiary qualification in the Human Resources field.
• Clear Criminal record
• Computer literate on MS Office.
• Mhub Experience advantageous
• Strong planning and organizing skills to meet deadlines
• Effective problem solving, decision making and conflict management skills
• Excellent written and verbal communication skills to all levels of management
• Excellent listening skills and respect for keeping information confidential.
• Ability to work within a pressurized environment,
• Ability to use Initiative and be pro-active and self-driven

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Function

Reporting to the Security Manager, who in turn reports to the Director of Security, the successful incumbent is expected to effectively maintain a safe and secure environment for all guests and associates by patrolling property, permitting entry, monitoring surveillance equipment, inspecting buildings, equipment and access points, while maintaining the exceptional service standards expected in accordance with Marriott International Hotels Policies and Procedures.

Required Experience & Qualifications

• Matric
• PSIRA registered with Grade A.
• Clear Criminal record essential.
• A minimum of 4 years’ experience within the Security/Hospitality Industry in a supervisory/managerial role.
• Police/Law enforcement background would be an advantage.
• Computer literacy/proficiency is essential with knowledge of the Microsoft Office (Word, Excel, email) packages.
• Excellent verbal and written communication skills are essential.
• Must be attentive to detail and strive to be accurate.
• A valid driver’s license will be advantageous.
• Must be self-confident and be able to work unsupervised
• Exposure to IR management and disciplinary processes advantageous

Key Responsibilities

• Sift Management of outsourced security personnel comprising security officers & security controllers.
• Patrol all areas of the property.
• Assist in effectively managing
• Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system.
• Lock property entrances when required.
• Conduct daily physical hazard inspections.
• Respond to accidents, contact EMS or administer first aid/CPR as required.
• Assist guests/employees during emergency situations.
• Notify appropriate individuals in the event of accidents, attacks, or other incidents.
• Defuse guest/employee disturbances.
• Call for outside assistance if necessary.
• Complete incident reports to document all Security/Loss Prevention related incidents.
• Conduct interviews and obtain written statements with regards investigations.
• Conduct various investigations relating to security, Health &safety, crime etc
• Handle all interruptions and complaints.
• Resolve safety hazard situations.
• Escort any unwelcome persons from the property without interrupting the orderly flow of property operation.
• Report to scenes of vehicle accidents/thefts.
• Call for assistance using proper code responses.
• Complete a Loss Prevention shift summary/daily activity report.
• Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals.
• Conduct investigations and gather evidence. Conduct interviews with relevant parties.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• 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; assist individuals with disabilities; thank guests with genuine appreciation.
• 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.
• Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time.
• Enter and locate work-related information using computers and/or other electronic devices.
• 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.
• Perform other reasonable job duties as requested by the Security Manager.

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POSITION SUMMARY

First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. 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, the Guest Arrival 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, maintaining confidentiality, protecting company assets, 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 Guest Arrival Experts – to get it right for our guests and our business each and every time.                

CRITICAL TASKS

Guest Relations

• 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.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
• Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
• Contact appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.

Communications

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

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.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

CRITICAL COMPETENCIES

• Analytical Skills
• Learning
• Decision-Making
• Problem Solving
• Computer Skills
• Basic Mathematics
• Interpersonal Skills
• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations
• Cultural Awareness
• Communications
• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing
• Personal Attributes
• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Adaptability/Flexibility
• Stress Tolerance
• Initiative
• Organization
• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

go to method of application »

Position Summary

Reporting directly to the Operations Manager, the successful incumbent is responsible to oversee the Food and Beverage/Culinary Operations which includes both guest and employee satisfaction whilst maintaining the quality and standards in accordance with Marriott International Policies and Procedures within a pressurized environment:

Education and Experience

• Appropriate tertiary qualification
• Minimum 3 year’s experience in a similar position within Food and Beverage within a hotel 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
• Competency 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 Food and Beverage Operations
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuousimprovement and a passion for providing service.
• Provides excellent customer service to all employees.
• Responds quickly and proactively to employee's concerns.
• Uses coaching skills throughout the property.
• Demonstrates self confidence, energy and enthusiasm.
• Motivates and encourages staff to solve guest and employee related concerns.
• Ensuring Exceptional Customer Service
• Provides excellent customer service.
• Responds quickly and proactively to guest's concerns.
• Understands 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.
• Follows up to ensure complaints have been addressed to the guest's satisfaction.
• Develops a relationship with all guests to build repeated clientele internally and externally.Ensure that the highest standards of services in the FB departments are maintained and developed at all times.
• Responsible for the organizing, planning, directing and managing the cost effective operation of the F&B Department.
• To foresee and budget forecast of cover, revenue and payroll cost for all FB outlets to ensure the most cost effective operations possible without sacrificing service and standards.
• Provide support and guidance to all FB Departments to ensure efficiency throughout the outlets.
• 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 FB staff in guest service, safety, hygiene, etc.
• Address and resolve both guest and staff concerns.
• Ordering and quality evaluation of all foods and related supplies and maintaining of appropriate inventory levels.
• Maintain a safe work environment by ensuring high standards of repair, hygiene and safety.
• Oversee all aspects of catered functions as directed
• Complies with all corporate accounting procedures.
• Preparation and compliance in regards to annual Quality and Brand Standard Audit.

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POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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, 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, 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 Guest Experience Experts – to get it right for our guests and our business each and every time.                

CRITICAL TASKS

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
  Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
• Print contingency lists to have a record of all guests in case of emergency.

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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.

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.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

CRITICAL COMPETENCIES

Analytical Skills

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

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

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

Organization

• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

go to method of application »

POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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, 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, 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 Guest Experience Experts – to get it right for our guests and our business each and every time.                

CRITICAL TASKS

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
  Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
• Print contingency lists to have a record of all guests in case of emergency.

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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.

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.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

CRITICAL COMPETENCIES

Analytical Skills

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

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

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

Organization

• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

go to method of application »

The interns will be primary supporting in the following key areas:

SEO Programme

• Publishing content optimization updates for all hotels in the programme on EPIC
• Publishing image optimizations for all hotels in the programme on DAC
• Opening and tracking tickets for meta data updates
• Opening and tracking tickets for Yext and GMB updates
• Audit of all HWS to ensure updates have been published successfully
• Support with any other additional administrative tasks relating to hotels in the programme, including generating of reports, updating projects etc

Content Management Support

Currently supporting SSA (all Tiers) and Content standalone package hotels, however may be expanded to include other markets as required. Key responsibilities include -

Audits

• Completion of HWS audits, including Tier 0 mini audits, twice a year
• Completion of quarterly OTA score checks
• Highlight areas of opportunity and critical missing information
• Action any updates resulting from the audits

Ad hoc requests including

• Reviewing of all hotel images on DAC to ensure they are 100% up to date
• Adding new images or removing old images from DAC

• Updating of outdated PDFs/Menus/Content/Events
• Actioning content updates in EPIC or via ticketing through mPortal and Client Community
• Image and content updates on OTAs and Tripadvisor

Support with any other additional administrative requests as required

Other

• Generating of reports for Tier 0 hotels and reporting standalone package hotels
• Ad hoc project support as needed

General expectations

• Attends and participates in all relevant internal and external meetings.
• Informs, updates, and provides information to managers and co-workers in a timely manner.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with internal teams and department managers.
• Manages time effectively and conducts activities in an organized manner.
• Performs other reasonable duties as assigned by manager.

go to method of application »

POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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, 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, 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 Guest Experience Experts – to get it right for our guests and our business each and every time.                

CRITICAL TASKS

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
  Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
• Print contingency lists to have a record of all guests in case of emergency.

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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.

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.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

CRITICAL COMPETENCIES

Analytical Skills

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

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

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

Organization

• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

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POSITION SUMMARY

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. 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. Follow proper escalation procedures when addressing guest concerns.

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. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. 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.

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JOB SUMMARY

Functions as the property’s strategic financial business leader for a multi-property unit.  As a member of the Executive Committee, the position champions, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees.  The position provides the financial expertise to enable the successful implementation of the brand service strategy and brand initiatives while maximizing the return on investment.  In addition, creates and executes a business plan that is aligned with the property and brand’s business strategy and focuses on the execution of financial and accounting activities and the delivery of desirable financial results.

CANDIDATE PROFILE 

Education and Experience

• 4-year bachelor's degree in Finance and Accounting or related major; 2 years experience in the finance and accounting or related professional area.

OR

• Master's degree in Finance and Accounting or related major; no work experience required.

CORE WORK ACTIVITIES

Engaging in Strategic Planning and Decision Making

• Develops means to improve profit, including estimating cost and benefit, exploring new business opportunities, etc.
• Analyzes information, forecasts sales against expenses and creates annual budget plans.
• Compiles information, analyzes and monitors actual sales against projected sales.
• Analyzes differences between actual budget wages and forecasted wages for more efficient budget planning.
• Identifies the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• Thinks creatively and practically to develop,  execute and implement new business plans
• Creates the annual operating budget for the property.
• Provides analytical support during budget reviews to identify cost saving and productivity opportunities for property managers.
• Implements a system of appropriate controls to manage business risks.
• Ensures a strong accounting and operational control environment to safeguard assets, improve operations and profitability.
• Analyzes financial data and market trends.
• Leads the development and implementation of a comprehensive annual business plan which is aligned with the company’s and brand’s strategic direction.
• Provides on going analytical support by monitoring the operating department’s actual and projected sales.
• Produces accurate forecasts that enable operations to react to changes in the business.

Leading Finance & Accounting Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Communicates the strategic goals, the focus and the owner priorities to subordinates in a clear and precise manner.
• Leverages strong functional leadership and communication skills to influence the executive team, the property's strategies and to lead own team.
• Oversees internal, external and regulatory audit processes.
• Provides excellent leadership by assigning team members and other departments managers' clear accountability backed by appropriate authority.
• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.

Anticipating and Delivering on the Needs of Key Stakeholders

• Attends meetings and communicates with the owners, understanding the priorities and strategic focus.
• Understands and meets the needs of key stakeholders (owners, corporate, guests, etc.).
• Advises the GM and executive committee on existing and evolving operating/financial issues.
• Communicates financial concepts in a clear and persuasive manner that is easy to understand and drives desired behaviors.
• Demonstrates an understanding of cash flow and owner priorities.
• Manages communication with owners in an effective manner.
• Manages property working capital and cash flow in accordance with brand SOPs and owner requirements.
• Facilitates critique meetings to review information with management team.

Developing and Maintaining Finance and Accounting Goals

• Ensures Profits and Losses are documented accurately.
• Monitors all taxes that apply, ensuring that taxes are current, collected and/or accrued.
• Submits reports in a timely manner, ensuring delivery deadlines.
• Develops and supports achievement of performance goals, budget goals, team goals, etc.
• Improves profit growth in operating departments.
• Reviews audit issues to ensure accuracy.

Managing Projects and Policies

• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Reconciles balance sheet to ensure account balances are supported by appropriate documentation in accordance with SOPs.
• Ensures that the P&L is accurate (e.g., costs are properly matched to revenue, costs are recorded in the proper accounts).
• Ensures compliance with management contract and reporting requirements.
• Ensures compliance with standard and local operating procedures (SOPs and LSOPs).
• Ensures compliance with Standard Operating Procedures (SOPs).

Managing and Conducting Human Resource Activities

• Ensures team members are cross-trained to support successful daily operations.
• Ensures property policies are administered fairly and consistently.
• Ensures new hires participate in the department’s orientation program.
• Ensures new hires receive the appropriate new hire training to successfully perform their job.
• Creates appropriate development plans which develop team members based on their individual strengths, development needs, career aspirations and abilities.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability – Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment. 
• Communication - Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action.
• Problem Solving and Decision Making - Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Focuses and guides others in accomplishing work objectives.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
  • Economics and Accounting - Knowledge of P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data.
  • Auditing and Reconciliation - The ability to recognize, research, and resolve discrepancies in financial data, and create flow charts on main accounting and control cycles (A/R, AP, Cash) to facilitate understanding of key control points.
  • General Finance and Accounting - The ability to perform bookkeeping procedures, proficiently use financial systems technology, and accurately complete general ledger entries; knowledge of database structures in order to obtain financial queries; establish Cash flow statements and cash flow forecast with a good understanding the financials flows and the working capital needs.
  • Analysis - The ability to create and maintain spreadsheets as well as analyze and summarize financial data using appropriate financial software.
  • Accounting Knowledge - Knowledge of general accounting principles and current company accounting policies and procedures. This includes general accounting and financial reporting, auditing, accounts payable, and accounts receivable.
  • Accounting and Internal Control Knowledge - Knowledge of local Generally Accepted Accounting Principles (local GAAP), Marriott International Policies (MIP), and International Standard Operating Procedures (ISOPs).
  • Legal - Ability to read and understand basic contract elements, e.g. royalty fees, management agreement, terms, priorities and profit distribution.
  • Auditing Skills - The ability to perform auditing procedures, including the ability to recognize, research, and resolve discrepancies in financial data.
  • Accounts Payable and Accounts Receivable - Knowledge of Accounts Payable and Accounts Receivable processes, including knowledge of subledger reconciliation and controls.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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JOB SUMMARY

The Digital Field Marketing Center of Excellence is currently recruiting for a Digital Specialist. This position is responsible for the execution of defined services that supports hotels with necessary digital marketing and operational tactics.
This position is responsible for the execution of defined services that supports hotels with necessary digital marketing and operational tactics.

The Digital Specialist – Centre of Excellence role will ensure completion of defined tasks as requested by the hotels who participate in select Digital Field Marketing packages and services valid across Europe, Middle East & Africa.
The role requires a focus in ensuring hotels are aligned to global compliancy and ensuring approved content is updated across the specific digital platforms and channels, provide monthly automated reports to participating hotels, support social media marketing and destination marketing campaigns through email marketing to maximize online presence that attribute to the hotels performance.

CANDIDATE PROFILE
Education and Experience

• Diploma in marketing or related field or equivalent certification from higher education.
• Strong workflow management skills and experience in content management systems.
• Organized, detail-oriented and deadline-sensitive; takes initiative and anticipates needs

CORE WORK ACTIVITIES

Managing Work, Projects, and Policies
Delivers against all aspects of the Digital Marketing program and associated services for hotels and the area.

This includes:

• Implementing and managing the Hotel Web Sites on Marriott.com and Global sites
• Conduct audit of Marriott.com Hotel Web Sites with defined score and areas of improvement.
• Update EPIC fields associated to hotels website pages.
• Ensure Hotels online positioning is up to date and correct. (Yelp and GMB listings)
• Update and load photography into Marriott asset library ensuring correct compliancy.
• Support with link and PDF loading on hotel websites.
• Update alert and emergency messaging
• Load hotels offers as directed by hotel team and continent team.
• Ensure Tripadvisor listing and updates as needed from hotel.
• 3rd Party listings (OTA’s) and content scores updates to hotels.
• Add content as directed through Marriott systems.
• Liaise and work with hotels with detailed feedback on content audits and scores.

Reporting Suite

• Provide monthly automated reports to all participating hotels, ensuring data is accurate and the report is sent to the relevant persons at hotel level as per set time frame monthly.
• Support DFM team in pulling automated reports for participating hotels and distribute to relevant team member within set time frame.

Social Media Marketing Support

• Support hotels with set up of social channels, Sprinklr access, provide resources such as trainings available
• Support with scheduling content and reporting on all social channels monthly
• Hotel Paid Social Management 
• Execute paid social campaigns through the Sprinklr platform, for Facebook and Instagram
• Plan, manage and execute paid social campaigns from account setup, strategy to reporting
• Track, audit, optimize and report on all campaign results per the defined cadence
• Budget management

Email Marketing Support

• Collate, create, and execute monthly METT email campaigns per markets
• Establish and control EMEA wide METT calendar for all submissions in Teams
• Securing the METT date in the METT calendar with the confirmation from ADMDL per market.
• Acquire approval from ADMDL and Continent loyalty for each campaign by required deadline dates.
• Liaise with the hotel team for assets collection.
• Building a dedicated landing page to be used for METT
• Build offers into MBOP as required
• Complete METT builder – choosing layout, picture, target audience.
• Liaise with METT HQ team for approval (Epsilon team)
• Tests and feedback from the loyalty team; changes implementation
• Billing and invoicing support to Loyalty team

SEO Support

• Intermediate knowledge on the principals of SEO
• Support on SEO activity as needed, including publishing of content and creation of reports

Supporting Operations

• Liaise and work with hotels with detailed feedback on content audits and scores. Fostering good client relationships with hotels.
• Coordinate and ensure the development of tactical landing pages, testing and optimization of continent and regional campaigns with all specialists.  
• Implementation and workflow process management of all content optimization requests for the digital field marketing teams.
• Identify training opportunities to elevate digital knowledge.
• Support with defined project’s as outlined by the Senior Manager to ensure the overall performance of the team, its areas/markets and participating hotels.

Relationships & Processes

• Develop knowledge and work with Marriott international teams to improve turnaround and SLA’s to hotels.
• Manage relationship with key vendors to drive scalability of efforts and implementation consistency (e.g. Digital HQ, Tripadvisor etc.) and platform development oriented at better tracking/conversion
• Where appropriate, develop, support and implement new processes and track output to improve efficiency for the team.

Additional Responsibilities

• Attends and participates in all relevant internal and external meetings.
• Informs, updates, and provides information to managers and co-workers in a timely manner.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with internal teams and department managers.
• Manages time effectively and conducts activities in an organized manner.
• Performs other reasonable duties as assigned by manager

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
• Reading Comprehension – Understands written sentences and paragraphs in work related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Analytical Skills

• Learning, Processing 

Interpersonal Skills

• Customer Service Orientation, Diversity Relations, Teamwork, Influence        

Personal Attributes

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

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JOB SUMMARY

The Finance Manager manages the day-to-day operation of the Accounting Office.  Primary responsibilities include financial analysis and financial reporting, budgeting/forecasting, audit and control, asset and liability reconciliation, working capital and cash control.

CANDIDATE PROFILE 

Education and Experience

• Finance and Accounting or related tertiary qualification;
• 4 years experience in the capacity of Finance Manager or equivalent within a 4 star or 5 star Hotel environment
• Professional Disposition and conflict resolution abilities
• Strong leadership skills
• Ability to operate within a highly pressurized fast paced / changing environment
• Ability to use Initiative and be proactive and self-driven
• Strong and effective planning and organizing skills to ensure operational efficiencies, effectiveness and meet deadlines
• Effective business partnering with stakeholders, management and associates. Effectively manage interpersonal relationships at all levels
• Proficiency in the follow Software Systems, Birchstreet/Procurement and Cost Control Systems, Symphony Point of Sale, Opera PMS and People Soft Oracle.
• Proficiency with Online Banking Software and integration to Accounting Packages

CRITICAL WORK ACTIVITIES

Assisting in Management of Accounting Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Oversees internal, external and regulatory audit processes.
• Ensures that regular on-going communication occurs with employees to create awareness of business objectives, communicate expectations, and recognize performance.
• Celebrates successes by publicly recognizing the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees.
• Provides excellent leadership (e.g., differentiates top performers, fosters teamwork and encourages work/life balance).
• Ensures employees establish and maintain open, collaborative relationships within their team.
• Participates in the employee performance appraisal process, providing feedback as needed.
• Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Ensures property policies are administered fairly and consistently.
• Utilizes an "open door" policy.
• Solicits employee feedback.

Managing Projects and Policies

• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Compiles, codes, categorizes, calculates, tabulates, audits, or verifies information or data.
• Ensures that the P&L is accurate (i.e., costs are properly matched to revenue, costs are recorded in the proper accounts) and statements are delivered to appropriate individuals in a timely manner.
• Reconciles balance sheet.
• Ensures tax rates used for sales/use tax are current and proper amounts are collected and/or accrued.
• Ensures compliance with standard and local operating procedures (SOPs and LSOPs).
• Ensures account balances are supported by appropriate documentation in accordance with SOPs.
• Reviews audit issues and makes corrections as necessary.
• Ensures property permits, licenses and if applicable vendor contracts are current.
• Leverages centralized accounting processes and shared services.

Demonstrating and Applying Accounting Knowledge

• Demonstrates knowledge of job-relevant issues, products, systems, and processes.
• Keeps up-to-date technically and applying new knowledge to your job.
• Uses computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
• Leverages technology and effectively uses information systems and tools to generate financial reports and provide managers with analytical support to drive decision-making.

Proving Financial Information and Guidance to Others

• Informs and/or updates the executives, the peers and the subordinates on relevant financial information in a timely manner.
• Attends critique meetings to review information with management team.
• Advises the Director of Finance on existing and evolving operating/financial issues.
• Communicates financial concepts in a clear and persuasive manner that is easy to understand and drives desired behaviors.
• Provide direction and assistance to other organizational units regarding accounting and budgeting policies and procedures, and efficient control and utilization of financial resources.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Maintaining Finance and Accounting Goals

• Submits reports in a timely manner, ensuring delivery deadlines.
• Ensures profits and losses are documented accurately.
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Monitors all taxes that apply, ensuring that taxes are current, collected and/or accrued.
• Supports a strong accounting & operational control environment to safeguard assets, improve operations and profitability and manage business risks.

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JOB SUMMARY

• Position responsible for assigned food and beverage/culinary operations. Oversees guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals.

CANDIDATE PROFILE
Education and Experience

• High school diploma or GED; 3 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; 1 year experience in the food and beverage, culinary, or related professional area.

CORE WORK ACTIVITIES

• Assisting in Food and Beverage 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.
• Uses coaching skills throughout the property.
• Demonstrates self confidence, energy and enthusiasm.
• Motivates and encourages staff to solve guest and employee related concerns.
• Ensuring Exceptional Customer Service
• Provides excellent customer service.
• Responds quickly and proactively to guest's concerns.
• Understands 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.
• Follows up to ensure complaints have been addressed to the guest's satisfaction.
• Develops a relationship with all guests to build repeated clientele internally and externally.

Additional Responsibilities as Assigned

• Complies with all corporate accounting procedures.
• Assists GM as needed with annual Quality audit.

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Function

Are you ready to grow your dream career!! Join our amazing team and help deliver unforgettable cuisines and create memorable experiences. We are recruiting for a fun, energetic, innovative and enthusiastic experience Chef with a positive attitude. Reporting directly to Executive Sous Chef, the successful incumbent will be under the general guidance & supervision of the Executive Sous Chef and is expected to maintain the quality and standards of the Westin Cape Town within a pressurized environment. Primary areas of responsibility and would be to oversee all daily operations.

Required Experience & Qualifications

• Previous experience in a similar position
• Must have 5 years practical kitchen experience
• Experience in hot and cold kitchen A la carte and functions
• Proactive, self-motivated Individual with good professional work ethic
• Candidate must be methodical and organized with competency in time management and operational planning to meet deadlines.  
• Good attention to detail
• Good interpersonal skills and communication, guest relations 
• Flexible and reliable
• Good supervisory, planning and staff delegation ensuring deadlines are met
• Good administrative and computer skills – ordering, handovers, “check” system, MEP lists, SOP files
• Employee Relations and skills development training
• Menu engineering and implementation
• Knowledge of the Occupational Health and Safety Act and HACCP
• Good understanding of food trends locally & internationally
• Experience with food/OE stock takes procedure an advantage.
• Required to work rostered shifts and irregular hours as per operational requirements
• Flexible working hours as well as available to work weekends , Public holidays, opening and closing shifts when rostered as per operational requirements

Key Responsibilities

• Maintain and uplift the quality, presentation and food on offer through effective supervision and on the job training of staff, as well as effective organization and planning
• Assist with preparation and be responsible for the execution of all service periods and function from the ground floor kitchen.
• Bi-monthly stock takes and O/E counts.
• Manage and control department financial budgets – staff productivity, food cost and variable expenses.
• Complete all daily duties as set out in departmental duties and requirements
• Assist duty chef with monthly food stock counts, daily & functions ordering, function pack breakdown and updates.
• Assist department heads with drawing up of new menu recipe cards in line with Marriott standard recipe card template and brand standard guidelines.        
• Full awareness of outlet menus in operation.
• Effective Communication and relaying of relevant information with staff ,
• Time management to ensure all operational duties and deadlines are completed.
• Good daily planning and forecasting planning skills to meet deadlines with regards to functions, service, operations and administration.
• Perform other duties as and when required

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POSITION SUMMARY

Calculate figures for food inventories, orders, and costs. Maintain clear and organized records to ensure all reports and invoices are filed and stored properly. Post invoices using computer programs. Conduct inventory audits to determine inventory levels and needs. Complete requisition forms for inventory and supplies. Notify manager/supervisor of low stock levels. Verify and track received inventory and complete inventory reports and logs. Reconcile shipping invoices and receiving reports to ensure count accuracy. Receive, unload, and process deliveries. Refuse acceptance of damaged, unacceptable, or incorrect items. Troubleshoot vendor delivery issues and oversee return process. Adhere to food safety and handling policies and procedures across all food-related areas. Monitor PAR levels for all food items to ensure proper levels.

Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; 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; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance 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). Enter and locate work-related information using computers and/or point of sale systems. 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. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces. 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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JOB SUMMARY

Accountable for overall success of the daily kitchen operations.  Exhibits culinary talents by personally performing tasks while leading the staff and managing all food related functions.  Works to continually improve guest and employee satisfaction while maintaining the operating budget. Supervises all kitchen areas to ensure a consistent, high quality product is produced.  Responsible for guiding and developing staff including direct reports. Must ensure sanitation and food standards are achieved. 

CANDIDATE PROFILE 

Education and Experience

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

OR

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

CORE WORK ACTIVITIES

Leading Culinary Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Ensures and maintains the productivity level of employees.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees understand expectations and parameters.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Celebrates successes by publicly recognizing the contributions of team members.
• Leads shifts while personally preparing food items and executing requests based on required specifications.
• Supervises and coordinates activities of cooks and workers engaged in food preparation.

Ensuring Culinary Standards and Responsibilities are Met

• Develops, designs, or creates new applications, ideas, relationships, systems, or products, including artistic contributions.
• Supervises kitchen shift operations and ensures compliance with all Food & Beverage policies, standards and procedures.
• Recognizes superior quality products, presentations and flavor.
• Ensures compliance with food handling and sanitation standards.
• Follows proper handling and right temperature of all food products.
• Ensures employees maintain required food handling and sanitation certifications.
• Assists Executive Chef with all kitchen operations.
• Maintains purchasing, receiving and food storage standards.
• Prepares and cooks foods of all types, either on a regular basis or for special guests or functions.
• Checks the quality of raw and cooked food products to ensure that standards are met.
• Assists in determining how food should be presented and creates decorative food displays.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Manages day-to-day operations, ensures the quality, standards and meeting the expectations of the customers on a daily basis.
• Improves service by communicating and assists individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Observes service behaviors of employees and provides feedback to individuals.
• Strives to improve service performance.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Empowers employees to provide excellent customer service.
• Sets a positive example for guest relations.

Maintaining Culinary Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc. 
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Understands the impact of departments operation on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.
• Trains employees in safety procedures.

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.
• Manages payroll administration.
• Brings issues to the attention of the department manager and Human Resources as necessary.
• Utilizes the Labor Management System to effectively schedule to business demands and for tracking of employee time and attendance.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Participates in employee progress discipline procedures.
• Participates in the employee performance appraisal process, providing feedback as needed.
• Participates in the development and implementation of corrective action plans.

Additional Responsibilities 

• 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.
• Attends and participates in all pertinent meetings.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Basic Cookery - Knowledge of procedures and techniques for mixing, thawing, baking, and cooking, measurement tools, recipe execution (expanding and condensing as necessary), and methods for innovative preparation and presentation.
• Food Production and Presentation - Knowledge of techniques and equipment for preparing and presenting food products (both plant and animal) for consumption, including storage/handling techniques and sanitation standards.
• Cooking - Ability to prepare and present meals utilizing culinary principles, standards, techniques and equipment (e.g., grilling, sautéing, broiling, baking, using decorative food displays, following recipes).
• Food Storage and Rotation - Knowledge of procedures and temperatures for storing and rotating food stock in coolers, refrigerators, freezers, dry storage, etc. to maintain freshness ("First In, First Out").  This includes preparing, labeling, dating, rotating, and pulling perishable foods and drinks in accordance with storage guidelines; identifying food products that do not meet company or compliance standards; and knowledge of policies and procedures for discarding food items or products.
• Food and Beverage Sanitation - Knowledge of procedures and techniques for kitchen maintenance, cleaning, and use of sanitation systems; use of grease trap; trash (compactor(s), Baler operation, dish machines, and other equipment. Knowledge of techniques for care and cleaning of silver, stainless steel, and dish machines.
• Food Handling - Knowledge of basic food handling policies and procedures, as well as the procedures for assisting cooks in serving or preparing food.
• Kitchen Tools and Equipment - The ability to use and store kitchen tools (e.g., cutting tools, knives, tongs, slicers, spatulas) and ability to use kitchen equipment (e.g., grills, ovens, steam tables, deep fryers, kettles) properly and safely.
• Cleaning the Kitchen - The ability to properly and safely clean and maintain kitchen floors, walls, and ceilings, including meal wall guards, overhead fans and hoods, and floor drains.  This includes correctly choosing and applying appropriate chemicals and/or products. This includes knowing the right equipment to use for each job.
• Supply Storage - Knowledge of proper storage procedures for cookware, flatware, and supplies.
• Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience

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POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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, 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, 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 Guest Experience Experts – to get it right for our guests and our business each and every time.                

CRITICAL TASKS

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
  Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
• Print contingency lists to have a record of all guests in case of emergency.

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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.

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.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

CRITICAL COMPETENCIES

Analytical Skills

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

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

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

Organization

• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

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POSITION SUMMARY

South African Citizens only.

Weekend and Shift work 

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.

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Function

The position is accountable for proactively soliciting and handling sales opportunities.  Ensures business is turned over properly and in a timely fashion for proper service delivery.  Assists in leading all day to day activities related to sales with a focus on building long-term, value based customer relationships that enable achievement of sales objectives in the MICE (Meetings, Incentives, Conference, Event) group segment whilst achieving Sales Goals.

 

Required Experience & Qualifications

• A recognized Sales Qualification
• Preferably 3 – 5 years’ experience in a similar position
• Previous MICE position and knowledge of the segment
• Excellent oral and written communication skills
• Interpersonal competences and presentation skills
• Results oriented and able to meet deadlines
• Efficient in time management and can work without supervision
• The ability to interact, guide and motivate staff on all levels to be in a position to deliver exceptional service.
• Proficiency in Microsoft packages essential ( Word, Excel, email ) essential
• Professional disposition and positive attitude
• Ability to work within a pressurized environment
• Proactive, self-motivated Individual with good professional work ethic.
• Good interpersonal skills and communication, guest centric 
• Excellent communication and interpersonal skills.
• Excellent telephone and email etiquette
• Strong planning and organizing skills
• Good conflict resolution and problem solving skills
• Attention to detail and strong administrative skills
• Results and deadline driven
• Ability to work methodical and systematic
• Ability to use Initiative and be proactive
• Ability to work without supervision and within a team
• Extensive working knowledge in MS Office in all MS office applications e.g. Word, Excel, Outlook, Powerpoint
• Diligence, attention to detail and proactive with the ability to use initiative and work unsupervised is essential.
• Ability to converse and speak the English language in a professional manner.

Key Responsibilities

• Develop and implement sales strategies
• Assist in achieving segment revenue goals and property revenue goals
• Plan, organize and manage all sales activities
• Identify, analyze and implement new methods and techniques to determine sales growth
• Analyse the company's sales policies and recommend proper improvements and changes
• Build and strengthens relationships with existing and new customers to enable future bookings.  Activities include sales calls, entertainment, FAM trips and trade shows etc.
• Achieve sales budgets
• Understands the overall market – competitor’s strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Maintains high performance levels under pressure or when experiencing changes or challenges in the workplace.
• Actively participates as a member of a team to move team toward the completion of goals.
• Sets a positive example
• Builds, directs, manages, and ensures implementation and effectiveness of MICE strategies throughout the year.
• Maintains and develops relationships between client and property through the MICE segment
• Creates and inspires existing clients and new business clients to make use of local and international properties
• Contracting and negotiating processes are followed and extreme care is exercised when dealing with all clients
• Reporting and administration

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Function

Reporting to the Executive Sous Chef, the successful incumbent will be responsible to perform administrative related tasks as well as support the Executive Chef as per operational requirements, whilst maintaining the quality and standards of the Westin Cape Town Hotel in accordance with Marriott International Policies and Procedures within a pressurized environment.

Required Experience & Qualifications

• Hospitality and /or relevant Administrative qualification
• At least two years’ experience in a similar role within a hotel environment
• Professional disposition
• Ability to work within a pressurized environment
• Proactive, self-motivated Individual with good professional work ethic.
• Good interpersonal skills and communication, guest centric  
• Excellent communication and interpersonal skills.
• Excellent telephone and email etiquette
• Strong planning and organizing skills
• Good conflict resolution and problem solving skills
• Attention to detail and strong administrative skills
• Results and deadline driven
• Ability to work methodical and systematic
• Ability to use Initiative and be proactive
• Ability to work without supervision and within a team
• Extensive working knowledge in MS Office in all MS office applications e.g. Word, Excel, Outlook
• Diligence, attention to detail and proactive with the ability to use initiative and work unsupervised is essential.
• Ability to converse and speak the English language in a professional manner.
• Strong verbal and writing skills
• Good understanding of the kitchen operational environment
• Experience with food/OE stock takes procedure
• Knowledge of all kitchen hygiene standards and diligence reporting

Key Responsibilities

• Assess quality control and adhere to service standards
• Assist with ordering, handovers, “check” system, MEP lists, SOP files. 
• Assist with staff related administrative tasks as required
• Maintain and co-ordinate learning and development and Health and safety files
• Good knowledge in basic food handling and hygiene controls and cooking skills.
• Administer and support of work place policies and procedures.
• Practices and ensure the adherence of Health, Safety and Fire regulations

• Assist the Executive chef in tracking of all active projects
• Ensure all operational administration is kept current, planning and delegation of duties is successfully executed.
• Provide administrative support to the department heads with in the kitchen operation.
• Gathering, collating, recording and filing of all correspondence – internal and external.
• Assist with the communication, collaboration and planning with all relevant parties.
• Assist in other duties as and when assigned to within the kitchen operation.
• Record, collate and filing of all internal / external correspondence - Minutes of meetings, daily and function meetings, price updates and order sheets, diligence recording, training records and general filing. 
• Assist with Human resource administration – payroll procedure, casual productivity, trainee internships, uniform controls and departmental training.
• Assist duty chef with monthly food stock counts, daily & functions ordering, function pack breakdown and updates.
• Assist with Clifton audit process, training and record keeping.
• Ensure diligence / HACCP food safety controls and checklists are completed daily and accurately recorded.
• Assist in other duties as and when assigned to within the kitchen operation

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JOB SUMMARY

Directs and motivates banquet team while personally assisting in providing high quality service based on requirements and standards.  Monitors and controls financial and administrative responsibilities including asset protection.  Provides clear and concise communications to everyone servicing the event.   Identifies training opportunities and plans a strategy to accomplish goals.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the event management, food and beverage, or related professional area.

CORE WORK ACTIVITIES

Managing Banquet Services Operations

• Projects supply needs for the department, (e.g., china, glass, silver, buffet presentations, props).
• Applies knowledge of all laws, as they relate to an event.
• Understands the impact of Banquet operations on the overall success of an event and manages activities to maximize customer satisfaction.
• Adheres to and reinforces all standards, policies, and procedures.
• Maintains established sanitation levels.
• Manages departmental inventories and maintains equipment.
• Uses banquet beverage records to control liquor costs and manage the banquet beverage perpetual inventory.
• Schedules banquet service staff to forecast and service standards, while maximizing profits.
• Assists team in developing lasting relationships with groups to retain business and increase growth.

Participating in and Leading Banquet Teams

• Sets goals and delegates tasks to improve departmental performance.
• Conducts monthly department meetings with the Banquet team.
• Applies and continually broadens knowledge of food and wine pairings and cutting edge cuisine with emphasis on current event trends.
• Acts as a liaison to the kitchen staff.
• Leads shifts and actively participates in the servicing of events.

Ensuring and Providing Exceptional Customer Service

• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Ensures employees understand expectations and parameters.
• Strives to improve service performance.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Reviews comment cards and guest satisfaction results with employees.

Conducting Human Resources Activities

• Communicates and executes departmental and property emergency procedures and ensures staff are trained in safety procedures.
• Observes service behaviors of employees and provides feedback to individuals.
• Monitors progress and leads discussion with staff each period.
• Participates in the development and implementation of corrective action plans.
• Reviews quarterly Meeting Planner Survey results and participates in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction.
• Attends and participates in all pertinent meetings.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

• Food Production and Presentation - Knowledge of techniques and equipment for preparing and presenting food products (both plant and animal) for consumption, including storage/handling techniques and sanitation standards. Willingness to adhere to internal company standards.
• General Event Management - The ability to have a working knowledge, understanding of polices, procedures and standards of the event management department to include, event planning, event operations and event technology for different types of events.
• Bar - Knowledge of general bar operations including local and state liquor regulations; liquor, beer, and wine brands; inventory management for bar operations; preparation and presentation of drinks; management of banquet bar operations; knowledge of Training in Intervention Procedures in the Service of Alcohol or equivalent programs to ensure fluency in safe service of alcohol.
• Banquets - Have a working knowledge of service standards, procedures and techniques for executing banquet event orders to include banquet /meeting room set up and strike, banquet design, and banquet beverage set-up and controls.
• Event Services - Have a working knowledge of standards and procedures for proper meeting room and table set-ups, various meeting room and table configurations and the set-up of staging and dance flooring.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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POSITION SUMMARY

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; 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; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. 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 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.               

CRITICAL TASKS

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• 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

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• 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.
• Talk with and listen to other employees to effectively exchange information.
• 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).
• Provide assistance to coworkers, ensuring they understand their tasks.

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.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• 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 10 pounds without assistance.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

CRITICAL COMPETENCIES

Analytical Skills

• Decision-Making
• Learning

Interpersonal Skills

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

Communications

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

Personal Attributes

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

Organization

• Multi-Tasking
• Detail Orientation
• Time Management

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

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JOB SUMMARY

Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company.

CANDIDATE PROFILE
Education and Experience

• High school diploma or GED; no work experience required.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

• Understanding Markets & Maximizing Revenue
• Identifies new reservations sales business to achieve personal and property revenue goals.
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.
• Conducting Daily Reservations Sales Activities
• Responds to incoming reservations sales opportunities for the property that are outside parameters of the .
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Uses sales resources and administrative/support staff effectively.
• Assists in monitoring group reservation forecast data.
• Coordinates with sales and Convention Services to process rooming lists and reservation cards.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Assists with monitoring accuracy of reservation sales orders within tracking systems.
• Tracks no-show reservations and processes charges as needed.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.
• Providing Exceptional Customer Service
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Provides excellent customer service consistent with the daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Sets a positive example for guest relations.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Handles guest complaints and disputes following the instant pacification procedures.
• Managing and Conducting Human Resource Activities
• Monitors reservations sales agents while on phone calls.
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizes all available on the job training tools for employees.
• Creates monthly labor scheduling for team.

Additional Responsibilities

• Utilizes applicable intranet for resources and information.
• Creates contracts as required.

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Function

Reporting directly to the Chief Engineer, the successful incumbent will be required to maintain the appearance of the built environment including but not exclusive to all guest rooms, public and back of house areas, paint and wood, plumbing, heating, furniture and fittings and basic electrical repairs as well as maintain the quality and standards of the Westin Cape Town

Requirements Experience & Qualifications

• 4-5 years’ experience in a similar position
• Must be prepared to work shifts and weekend duty departmental cycles and after-hours coverage of the hotel maintenance as per operational requirements essential.
• Professional disposition
• Ability to speak, read and write in the English language.
• Good communication skills
• Ability to work without supervision.
• Customer and Service Delivery focused.
• Ability to perform physically challenging tasks.
• Ensure uniform, personal appearance and hygiene is clean and professional at all times.
• Be able to work within a team.
• Attention to detail pertaining to area of responsibility.

Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• Be conversant with the BMS for the effective control of utilities.
• Operation and maintenance of all equipment pertaining to heating, air-conditioning electrical, mechanical and plumbing systems.
• To control abuse and breakages of equipment and to ensure all equipment and tools are handled and stored correctly.
• To be familiar with and understand the use of all spares and tools under positions control.
• Participation in and contribution to the effective implementation and completion to standards of preventative maintenance programs for the hotel.
• Be prepared to perform other duties comparable to the above as these only describe primary.

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POSITION SUMMARY

Serve food courses and alcoholic beverages to guests. Set tables according to type of event and service standards. Answer questions on menu selections. Communicate with the kitchen regarding menu questions, the length of wait, re-cook orders, and product availability. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Record transaction in MICROS system at time of order. Check in with guests to ensure satisfaction with each food course and/or beverages. Maintain cleanliness of work areas, china, glass, etc., throughout the day. Complete closing duties, including restocking items, turning off lights, etc. Present physical and accurate check to guest and process payment.

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, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. 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 25 pounds without assistance and objects weighing in excess of 50 pounds with 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.

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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 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 Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

CRITICAL COMPETENCIES

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

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

Related Work Experience

• At least 1 year of related work experience

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POSITION SUMMARY

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and 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. Communicate information regarding designated VIP reservations. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups. Set-up proper billing accounts according to Accounting policies.

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; assist individuals with disabilities; 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; support team to reach common goals; listen and respond appropriately to the concerns of other employees. 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.        

CRITICAL TASKS

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• 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.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.

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.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Talk with and listen to other employees to effectively exchange information.

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.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

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

• Accommodate and document special requests in an accurate and efficient manner.
• Verify all reservation information with callers to ensure accuracy.
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Explain guarantee and cancellation policies to callers.
• 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.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Identify repeat guests using appropriate codes.
• 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.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.

Reservation Processing

• 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.
• 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).
• 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.

Inventory/Rooms Control

• Oversee accuracy of room blocks and reservations.
• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.

Group Reservations

• Input group rooming lists using reservation systems (e.g., MARSHA, Fidelio, OPERA).
• Keep organized files of all groups for easy and accurate reference for an event.
• Revise room blocks in the reservation system (e.g., MARSHA, Fidelio, OPERA) to maintain the required number of available rooms after rooming lists are entered.

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.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Learning

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Interpersonal Skills

Communications

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

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor

Organization

• Detail Orientation
• Time Management
• Multi-Tasking

Sales

• Typing

PREFERRED QUALIFICATIONS

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

Complete inventory of uniforms and linens. Conduct monthly inventory of laundry supplies. Report faulty equipment, maintenance needs, and safety hazards to manager/supervisor. Train employees on all laundry procedures, including safety procedures and equipment operation. Verify that laundry requests are completed for each department as needed. Operate and monitor washing, dry cleaning, and drying machinery. Inspect linens and terry for damage.

Assist management in hiring, training, scheduling, evaluating, counseling, 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. 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; 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. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. 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.

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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. The Primary focus will be on Guest interaction, provide excellent Customer Service and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott International Hotels standards, policies and procedures.

Required Experience & Qualifications

• At least 2-3 Years experience in a Receptionist/Front Desk Agent Position within a Hotel environment.
• An appreciate recognized qualification would be advantage.
• Proficiency in Microsoft packages.
• Working knowledge in Fidelio Opera.
• Professional Disposition.
• Professional telephone and communication etiquette.
• People centric with a strong focus on the Guest experience.
• Ability to work within a pressurized environment.
• Ability to use Initiative and be proactive and self-driven.
• Sound financial acumen.
• Maintain a neat, clean and well-groomed appearance as per company standards.
• Ability to work without supervision and within a team.
• Attention to detail pertaining to area of responsibility.

Key Responsibilities

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Assign room according to guest request and preferences whenever possible.
• Verify and adjust billing for guests.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Accommodate requests for room changes when possible.
• File guest paperwork or documentation.
• Pre-register designated guests and prepare key packets.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Review requests for late check-outs and approve according to occupancy.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Obtain and verify proper tax-exempt information for tax-exempt guests.

Reservations/Blocking Rooms

• Confirm reservations and cancellations.

 

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Provide change to guests.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Cash guests' personal checks and traveler's checks.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Finance-Related

• Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.;
• Perform other duties as and when required.