Jobs at Accor Hotel

Scope of Position

• Guest Service Operator are responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay at The Pullman Hotel becomes a memorable moment.

Specific Responsibilities

• Responds to all incoming calls complying with corporate governance standards and transfers them to the appropriate destination
• Responds to all in house guests requests and transmits the order to the corresponding department for request to be treated complying with corporate governance standard
• Log all requests and ensures follow up on all of them within standard delay
• Logs and treats wake-up call requests
• Treats restaurant reservations requests in SPA soft and is aware of all on going promotions and events in the hotel.
• Maintains telephone extension lists updated
• Arranges special deliveries and celebration of special occasions for our guests
• Participates in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation
• Handles emergency line and elevators emergency alarms
• Receives and distributes faxes for guests, apartment tenants and internal depts
• Acts in accordance with the standards, conforms to the policies and procedures of corporate governance
• Possesses full command of IRIS, Fidelio, and other Microsoft applications (necessary training will be provided).
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services, and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• General administrative duties e.g. Filing, Arrival preparation paperwork, update resort extension and email list, but not limited to.
• Other duties as assigned by Management.

Talent & Culture Responsibilities 

Assist the (Department) Management Team in the following:

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department, and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over.

Guest Centric

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Qualifications

• Previous experience in a Front Office or Call Center role in a hotel. 
• Excellent communication skills in English; additional languages are an advantage.
• Strong computer literacy and familiarity with Opera PMS (or similar systems).
• Polished telephone etiquette and a calm, courteous demeanor under pressure.
• Passion for delivering exceptional guest service and exceeding expectations.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.
   

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Scope of Position:

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

Responsibilities:                       

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

Qualifications

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

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Job Description

• We are seeking a dynamic and experienced Duty Manager to join our team in Mbombela, South Africa. As a Duty Manager, you will play a crucial role in overseeing daily operations, managing staff, and ensuring exceptional customer service standards are maintained. This position offers an exciting opportunity to lead and inspire a team while contributing to the overall success of our organization.
• Oversee daily operations and ensure smooth running of all departments
• Lead, motivate, and manage staff to achieve organizational goals and maintain high performance standards
• Implement and enforce company policies, procedures, and safety regulations
• Handle customer inquiries, complaints, and feedback professionally and efficiently
• Monitor and maintain quality control standards across all areas of operation
• Manage staff schedules, assignments, and performance evaluations
• Collaborate with other departments to ensure seamless service delivery
• Conduct regular inspections of facilities and equipment to ensure compliance with health and safety regulations
• Prepare and analyze reports on operational performance, sales, and customer satisfaction
• Identify areas for improvement and implement strategies to enhance efficiency and profitability
• Respond to and manage emergency situations effectively
• Participate in budgeting and financial management processes

Qualifications

• Proven experience as a Duty Manager or in a similar supervisory role
• Strong leadership skills with the ability to motivate and inspire teams
• Excellent communication and interpersonal skills
• Outstanding problem-solving and decision-making abilities
• Customer-focused mindset with a commitment to delivering exceptional service
• Proficiency in conflict resolution and handling challenging situations
• Strong organizational and time management skills
• Ability to work flexible hours, including evenings, weekends, and holidays
• Proficient in using relevant software systems (e.g., POS systems, scheduling software)
• Bachelor's degree in Business Administration, Hospitality Management, or related field (preferred)
• Industry-specific certifications (if applicable)
• In-depth knowledge of industry standards, best practices, and relevant regulations
• Understanding of budgeting and financial reporting principles
• Adaptability and ability to thrive in a fast-paced, dynamic environment
• Fluency in English; knowledge of local languages is a plus