Job Vacancies at Accor Hotel

About the Job

Job Description

Guest Experience:

• Maintaining and improving standards in all areas of operation relating to Guest Experience
• Maintaining, improving & optimising the guest experiences throughout the hotel
• Overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction
• Dealing with High Profile guests from arrival to departure
• Ensure that guest requests and complaints are satisfactorily resolved
• Developing and enhance WBK guests experience as well as High Profile and High Maintenance recognition and satisfaction
• Ensuring all needs are met and exceeded during all guests’ stay
• Relationship-building with guests and agents
• Maintaining a strong presence amongst guests
• Actively seek innovative ways to enhance the overall product to maximize guest experience

Key Responsibilities and Duties:

• Ensuring hotel procedures and systems are maintained and effectively operated
• Continuously evaluates department Standard Operating Procedures
• Audit and development of guest information data on Opera
• Drive Leading Hotels of the World and ALL Loyalty standards
• Managing guest interchange programme
• Ensure productive and efficient communication between departments
• Building and improving on relationships with agents
• Models the Organizational Values 
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
• Has operational managerial responsibility over all departments in the absence of the Executive and Department Head
• Has responsibility for ad hoc project teams
• Participates in adhoc On Job Training and coaching in departments to ensure effective service and operations
• Has a thorough knowledge of the hotel and all services provided to the guest
• Maintains the high standard of service, appearance and social skills set according to the company policy
• Works in harmony with all departments and employees, is willing to assist others if and when required
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division
• Is familiar with all policies and procedures, house rules, LHW standards, fire, security, and emergency procedures as well as all checklists pertaining to the position
• Performs any reasonable duty as instructed by the Director of Rooms Division

Financial Attributes:

• Resolve Guest Glitches with a minimum of cost to the hotel while ensuring the appropriate level of satisfaction
• Works with departments to reduce cost of operation
• Encourages upselling of all rooms, hotel facilities and outlets
• Encourages Concierge to promote the upselling of the hotel chauffeur vehicle

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality: management and/or similar qualification will be highly advantageous
• At least 3 years Management experience; preferably gained in a 5-star environment
• Computer literate on the MS Office Suite (Word, Excel, and PowerPoint) as well as Opera Cloud
• Fluent in English (written and spoken). A foreign language is advantageous
• Proven abilities in:
  • Guest relations
  • Sales – Ability to Upsell the hotel facilities and outlets
  • Time and workflow management
  • Highly experienced in employee management
  • Effective decision-making and judgement
  • Conflict resolution
  • Interpersonal communication skills
  • Delivery to required standards in a fast-paced and dynamic environment

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About the Job

Job Description

Event Sales Manager

As an Event Sales Manager you responsibilities and essential job functions as follow:

• Assisting to conduct extensive competitor research and maintaining excellent product knowledge of the Hotel
• Understanding client needs and providing a proposal which best suits their requirements
• Overlooking and optimizing the utilization of rooms inventory and event spaces
• Ensuring correct booking procedures are applied in relation to group room allocations, meeting set-ups, catering terms and contractual agreements.
• Ensuring that all events are carried out in an innovative and appropriate manner
• To be conversant in all sales related activities and undertake such responsibilities as and when required, dictated by business levels.
• To have a strong hotel product knowledge and be well versed in up-selling techniques.
• Liaising and working closely with the related operation departments ensuring guest's requests and expectations are being met.
• Ensuring all employees maintain an updated awareness of Hotel product knowledge, current promotion, policy changes and appropriate internal communication.

Qualifications

• Bachelor's degree or equivalent in related field
• Experience in South Africa is preferred.
• Pro-active, self motivated, loves challenges
• A minimum of 2 years of relevant work experience in a 5 star Hotel
• Excellent communication skills
• The ability to achieve sales targets and work in a highly pressurized environment
• Passion to lead and a desire to succeed