Jobs at Accor Hotel

Job Description
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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Job Description
Scope of Position

• As an active member of the Executive Committee, the People & Culture Manager will oversee the day to day operation of the People & Culture Department, within Pullman Hotel’s Entities.  This position is also responsible for assisting with the design and implementation of the Company’s People and Culture strategy to position the Company as an Employer of choice in the Cape Town market.

General Duties and Responsibilities

• Achieve the operating goals by maximizing employee productivity and well being
• Achieve the guest service objectives
• Proactively handle People and Culture Administration, directs and implements training programs
• Proactively handles People and Culture guidelines, policies and procedures while complying with South African Labour Law, union agreements and the Company guidelines
• Assists colleagues to perform similar or related jobs as needed
• Accepts a flexible work schedule to ensure uninterrupted service to guests
• Continuously seeks to endeavor and improve knowledge of own job function
• Attends meetings and training as required by the General Manager
• Show interest and involvement with environmental and/or social issues and engages in responsible business
• Ensures that the standards of personal hygiene, dress, uniform appearance body language and conduct is maintained by all employees
• Directs employees with personal problems to the appropriate support
• Direct People and Culture projects and initiatives
• Creates a positive working environment for all employees
• Meets and exceeds the expectations of employees by the effective use of motivation techniques and leadership skills to optimize employee productivity and satisfaction
• Stays up to date with People and Culture developments
• Organizing employee social and celebratory events
• Assist Leaders with the development of action plans to address issues and concerns identified in the annual Employee Engagement Survey
• Ensure compliance with all HR standards in Company People and Culture/ Human Resources Audits
• Foster a winning solution-oriented environment of communication, trust, mutual respect, and fun that is focused on engaging employees with the goal of providing the best possible service to our guests
• Actively participate in strategic planning and the ongoing development of the Company, including revenue forecasting
• Lead and support all departments in the achievement of their operational goals through effective People and Culture practices
• Lives the Company vision, mission, and values

Health and Safety

• Ensure a strong health and safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by South African Labour Law
• Plays a role in the Green Team

Labour Relations

• Advise and assist with the interpretation and consistent application of HR policies and procedures as well as the applicable Labour Relations legislation in South Africa
• Directs and coordinates all employee and Labour Relations activities to ensure compliance with law and to control costs
• Directs and coordinates responses to union, grievances, and employee complaints
• Ensures that employees are disciplined based on proper grounds, and that proper documentation is maintained
• Negotiates, implements, and interprets union contracts
• Ensures compliance with Company People and Culture guidelines, policies, and procedures, as well as labour legislation, rules and regulations
• Evaluates employee performance regularly
• Ensures disciplinary action is taken as required utilizing consistency, fairness, and respect
• Keeps Leaders and General Manager up to date with labour laws and practices
• Drives the performance review process ensuring that these are carried out by Leaders in a well-planned, professional, and non-discriminatory way
• Determines and communicates standards of performance to colleagues
• Oversees the Employment Equity Committee
• Prepares the EE Report for the Department of Labour

Talent Acquisition and Talent Management

• Analyze the manpower and make recommendations on selection and development activities to meet manpower need
• Develops and implements recruiting and screening systems and procedures to attract qualified candidates for vacancies
• Assists Leaders in recruiting activities
• Together with Leaders, identify employees for development, makes recommendations and monitor’s progress
• Develops employees to maximize their potential and prepares them for future promotional opportunities (Mentoring Programmed)

Training and Development

• Direct, coordinate and implement Company and employee training programs to promote exceptional guest service experiences
• Utilize motivational techniques to develop and implement service skills and standards
• Assist leaders in addressing departmental training needs and to develop departmental training plans
• Together with Leaders and the General Manager, identifies employees for development and thereafter recommends and develops individual development plans
• Ensure that the required training programs are conducted and keeping accurate records regarding attendance
• Improving the standards of service and leadership skills by the effective use of training as a strategy
• Prepares the Company Work Skills Plan and Annual Training Report
• Oversees Onboarding Program for all Positions throughout all Departments

Administration

• Oversee the day-to-day administration of the People and Culture Office, focusing on maximizing the capabilities of the team
• Handles requests around transfers of colleagues
• Maintains complete and accurate records
• Develops a departmental budget and business plan
• Prepares and submits periodic reports to Leaders and the General Manager
• Analyzes deviations from budget and acts accordingly

Remuneration and Benefits

• Directs and coordinates the salaries, wages, and other benefits to ensure employee satisfaction and compliance with law and cost control
• Informs employees regarding new or changing information regarding remuneration or benefits
• Analyses remuneration and benefits information and makes recommendations where necessary
• Ensures the correct reporting of employee turnover, sick leave, days owing, vacation accrual, Sunday time, night shift allowances, overtime pay (if and were applicable) and all other payroll related factors or those influencing the payroll
• Prepares information for both international and local salary benchmarking survey

Business Support

• Works with Leased Labour Brokers and Heads of Department to ensure adequate staffing levels are being maintained
• Works with Leased Labour Brokers and Heads of Department to ensure all Lease Labour Colleagues are trained and have the necessary skills to perform their job’s functions
• Coordinates the Leased Labour Requisition process between Leased Labour Management, Heads of Department, and the Finance Department
• Prepares Monthly Metrics Report to initiate discussions between the General Manager and Heads of Department
• Prepares the Annual Payroll Budget and People and Culture Expenses Budget

Qualifications

• Relevant HR experience required 

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Job Description
Scope of position

• As Portfolio Revenue Manager, you will collaborate closely with Sales, Marketing and Reservations teams, to optimize our revenue performance across a portfolio of 5 properties and achieve our business goals.
• You will formulate and execute revenue strategies, identify market trends, and collaborate closely with the executive team on forecast and pricing. You will be a contributor to our revenue management community of practice internally and externally, mentor junior team members and receive learning and development support as you grow your career as a Heartist®.

Key Responsibilities:

• Oversee revenue management strategies for multiple properties.
• Ensure consistent pricing and revenue strategies across all hotels.
• Conduct market analysis and performance benchmarking.
• Lead the weekly/bi-weekly Revenue Management meetings providing insights based on reporting data.
• Develop topline revenue forecasts and actively seek opportunities to drive incremental profit across all revenue centers of the business.
• Conduct regular performance reviews and optimize pricing and inventory.
• Mentor, coach and develop junior team members in revenue management practices.
• Collaborate with senior management, sales, finance, and front office teams to align strategies with business goals.
• Ensure reservations are well managed and coordinate with the reservations team.
• Drive market share in your competitive set and ensure all systems are adequately used to optimize RevPAR.
• Leverage your knowledge of the distribution landscape, including online travel agencies and distribution networks to optimize hotel profits. 
• Take charge of data quality and system hygiene of Revenue Management and Distribution applications; platforms and tools used by the hotels.

Qualifications

• 1-3 years of experience in revenue management roles. Experience within a multi-property environment is preferable.
• Proven ability to work independently while also thriving in collaborative team environments.
• Exceptional analytical skills and ability to make strategic decisions that enhance revenue growth.
• Proficient in revenue management principles.
• IDeaS Revenue Management Platform experience highly desirable.
• Strong understanding of the distribution landscape, online travel agencies, and emerging market trends.
• A collaborative, curious and forward-thinking mindset with a passion for elevating revenue management as a respected and valued community of practice with key internal and external stakeholders.

Additional information:

This role requires:

• Fluency in English
• To be eligible to live and work in South Africa.