Jobs at Accor Hotel

Job Description

Specific duties, responsibilities & Key performance areas

• Provide a warm, engaging welcome to all Guests and visitors at the Hotel
• Maintain a good relationship with all taxi drivers
• Ensure the traffic of front entrance is in good order at all times
• Ensure the front entrance is clean and tidy, paying special attention to all glass areas and the main doors as well as emptying ashtrays when required
• Ensure all happenings or accidents at the front entrance are reported to the Guest Service Manager in a timely manner
• Organize taxis for all in-house Guests and patrons
• Ensure all patrons or Guest’s cars are parked properly with care
• Make Guests aware of any dents/ scratches before issuing of valet ticket
• Liaise with valet staff for parking and collecting of cars
• Ensure a high awareness of security at all times
• Be aware of all functions that are taking place in the hotel and to direct Guests to the correct destination
• Display an attitude of friendliness, courtesy and sincerity to all guests (both internal and external), making them feel welcome and at ease
• Maintain amicable and co-operative working relations with other departments in the Hotel
• Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
• Be aware of the departmental rota and to always be on time for duty
• Other duties assigned

Qualifications

• Proficient in English (verbal & written).
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while    remaining calm and collective
• Must be flexible in terms of working hours and willing to work overnight
• Prior experience in customer service an asset

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Job Description

Scope of Position:

• Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.  Attend to all incoming calls via the switchboard professionally and politely, constantly striving to provide total guest satisfaction.  Maintain strict security procedures to ensure guest confidentiality and safety.

Specific duties, responsibilities & Key performance areas

• Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations.  Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Attend to other duties as requested by Management and Supervisors

Qualifications

• Matric
• A Qualification in Hospitality / Tourism will be an advantage

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Job Description

Scope of Position:

• Having completed an apprenticeship and/or achieved trade recognition, a Chef De Partie works as part of the kitchen team engaged in cooking, baking, pastry cooking or butchering duties. 
• This position involves food preparation and presentation with flair for breakfast, lunch and dinner for A la Carte, room service, functions and buffet service.
• Maintains a clean and hygienic work environment whilst ensuring a product of high quality and presentation standards. 
• Demonstrates commitment to customer service for internal and external customers.

Specific duties, responsibilities & Key performance areas

Responsibilities:

• Prepare and present menu items showing variety and flair, within the cost margins specified by the hotel.
• Ensure strict stock rotation and minimum wastage.  Have stock control procedures implemented and maintained.
• Order necessary foods according to proposed business demands.  Consult with Executive Sous Chef/Head Chef/Executive Chef for guidance and authorisation of order.
• Liaise with Restaurant employees regarding the availability of menu items, additions to the menu and any relevant changes.
• Work with and co-ordinate the work of apprentices in the preparation and production of food as required.
• Prepare and ensures availability of mis en place as required.
• Support/Coach/Lead & Motivate kitchen colleagues
• Actively share ideas, opinions & suggestions in daily shift briefings
• Ensure storeroom requisitions are accurate to minimize repeat visits
• Ensure all kitchen colleagues are aware of standards & expectations
• Promote Health and Safety  at all times ensuring proper hygiene as per municipality requirements, local regulations and brand standards
• Ensure all grooming, spot check and temperature control sheets are filled as required
• Maintain cleanliness and proper rotation of product in all chillers
• Minimize wastage/ spoilage
• Maintain consistent on the job training sessions for culinary colleagues
• Liaison daily with Outlet Chefs to keep open lines of communication & guest feedback
• Strives to maintain & improve all food preparations & presentations
• Strives to improve TrustYou results for Food Quality
• Act as an extension of kitchen managers to communicate food consistency & quality
• Assign and follow – up tasks as dictated by business volumes
• Performs any other reasonable duties as required by the department head.
• Keep all working areas clean and tidy.  Ensure all equipment is maintained, serviced and cleaned.  Report any problems to the Executive Chef.
• Assist and liaise with chef on duty as required.

Qualifications

• Has worked in a 5 Star Hotel or luxury brand Hotel for a minimum of 1 year.
• Culinary School and/or Hospitality diploma would be an advantage
• Food Hygiene and Safety trained
• Strong communication skills
• Enthusiastic and with outgoing personality who is very guest driven
• Ability to work in a fast paced environment

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Job Description

Scope of Position:

• Having completed an apprenticeship and/or achieved trade recognition, a Commis Chef works as part of the kitchen team. Engaged in cooking, baking, pastry cooking or butchering duties.
• This position involves food preparation and presentation with flair for breakfast, lunch and dinner for A la Carte, room service, functions and buffet service.
• Maintain a clean and hygienic work environment whilst ensuring a product of high quality and presentation standards.  
• Demonstrate commitment to customer service for internal and external customers.

Specific  responsibilities

• Prepare and present menu items showing variety and flair, within the cost margins specified by the hotel.
• Ensure strict stock rotation and minimum wastage.  Have stock control procedures implemented and maintained.
• Order necessary foods according to proposed business demands.  Consult with Executive Chef for guidance and authorisation of order.
• Liaise with Restaurant employees regarding the availability of menu items, additions to the menu and any relevant changes.
• Work with and co-ordinate the work of apprentices in the preparation and production of food as required.
• Prepare and ensures availability of mise-en-place as required.
• Keep all working areas clean and tidy.  Ensure all equipment is maintained, serviced and cleaned.  Report any problems to the Executive Chef.
• Attend daily shift briefings to kitchen colleagues
• Promote a Fun/ Professional and Disciplined work environment
• Support & Motivate kitchen colleagues
• Actively share ideas, opinions & suggestions in daily shift briefings
• Ensure storeroom requisitions are accurate to minimize repeat visits
• Perform tasks to the standards & expectations set forth
• Promote Health and Safety at all times
• Ensure proper hygiene as per Municipality and Health & Safety requirements
• Complete all grooming, spot check and temperature control sheets as required
• Maintain cleanliness and proper rotation of product in all chillers
• Minimize wastage/ spoilage
• Communicate daily with supervisors to ensure open lines of communication
• Complete assigned tasks in an efficient and timely manner
• Strives to improve ‘Trustyou’ results for Food Quality
• Daily checks of all mise en place to ensure freshness & quality standards
• Performs any other reasonable duties as required by the department head
• Assist and liaise with chef on duty as required

Qualifications

• Grade 12
• A diploma in Culinary arts / Diploma in hospitality management will be an advantage

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Job Description

Position Summary

• The Concierge at a Fairmont Managed property are required to ensure timely and seamless service when dealing with guest requests, providing proactive, knowledgeable and engaged service to all guests. Your ability to anticipate guest needs and make informed suggestions will ensure they have a truly memorable stay and return in the near future. 

Guest Experience

• Ensure that every guest's arrival is marked by a warm and personalized welcome. Always greet guests by name and offer a refreshing welcome beverage to set a positive tone for their stay.
• Be aware of VIP visitors and long-standing guests, offering them a polite and courteous personal service from the start to the end of their stay.
• Designing guest itineraries according to a 5 star standard by going over and beyond what is expected of you to ensure every guest feels valued and that their expectations are exceeded.
• Tailor each guest's experience to their preferences and requirements. Use guest information and history to provide personalized recommendations and anticipate their needs during their stay.
• Accurate and timeous reporting of all glitches and the implementation of a recovery plan to turn around the guest experience
• Pay attention to detail when fulfilling guest requests, from arranging transportation to booking reservations. Ensure that each aspect of the guest's experience is flawlessly executed.

Key Responsibilities and Duties

• Gather, summarize, and provide information to guests about the property and the surrounding areas. The Concierge is expected to be an EXPERT of the local area.
• Answer telephonic calls within 3 rings and assist guests with bookings, special requests, questions, or concerns.  
• Being an efficient link between the guests and other departments of the hotel. Seamless and accurate communication of all guest requirements to all departments.
•  Consistent follow-up to completion of guest request internal and external. 
• Establish and maintain relationships with suppliers and restaurants in order to facilitate and exceed guest expectations.
• Maintaining relationships are also required in order to arrange Educational’ s and attend site inspections so that all Front of House members are able to recommend from first-hand experience.  
• Respond to concierge emails within Fairmont and Leading Hotels of the World standards within the required time frame of 12 hours. 
• Ability to think out of the “box”. Guests rely on your expertise and experience to ensure their stay is nothing short of amazing.
• Advise and assist guests in booking Fairmont recommended restaurants, tours and activities.
• Every Concierge member will have the responsibility of a designated portfolio in order to ensure every aspect of Cape Town is covered and templates are created to provide exceptional service.
• Recording guest feedback on tours and restaurants in Cape Town to ensure all recommended restaurants and tours are within a 5-star requirement.
• Maintain good relationships with other Concierge members in the city to promote Cape Town as the destination to visit when coming to South Africa.
• Ensuring the Concierge desk and back office areas are always clean and tidy.
• Be familiar with the hotel preferred courier company, restrictions and their costs to best assist guests with shipping enquiries.
• Continuously update guest information and preferences on Opera Cloud.
• Accurate and timeous reporting of all ‘glitches’.
• Assisting with Group and Individual Arrivals. 
• Assisting in training of new staff and attends all training workshops when required.
• Takes responsibility for own learning and development
• Maintains the high 5-star standard of service, appearance and social skills set according to the company policy.
• Is familiar with all hotel policies and procedures as well as checklists related to the position.
• Use experience with guests, their feedback and requirements to formulate innovative service ideas to department management to continuously improve the standard of service if need be.
• Curating Fairmont specific tours to enhance guest experiences making the hotel unique in providing “a little more”.

Financial Attributes

• Promoting all revenue outlets of the hotel.
• Drive Revenue for the hotel vehicle by setting reasonable targets to be achieved and continuous follow through to ensure the targets are met
• Assist in driving the ALL – Loyalty programme
• Ensure that all charges and expenses incurred by guests are accurately recorded and billed in accordance with hotel policies and procedures.
• Identify opportunities to generate revenue through guest services, such as promoting paid experiences, tours, and additional services provided by the hotel.
• Adhere to departmental budgets and financial guidelines, ensuring that expenses are within approved limits and justified by guest needs.
• Identify opportunities for upselling and cross-selling hotel services, amenities, and experiences to enhance guest satisfaction and increase revenue

Qualifications

Job Requirements and Qualifications:

• Grade 12 or equivalent.
• A Hospitality Management qualification is a strong recommendation.
• Experience in the Front of House department of the hospitality industry, specifically in Concierge or Guest Relations.
• Experienced in Property Management Systems, i.e. Opera Cloud, MS word, Excel, Outlook and PowerPoint.
• Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues).
• Demonstrates proficiency in English (Verbal, Written, Reading).
• Conversational proficiency on another language is an advantage.
• Excellent organizational and planning skills.
• Strong ability to work under pressure.
• Positive Attitude and a good sense of humour
• Enjoy anticipating and exceeding guest expectations.

Competencies

• Empathetic personality and a good ability to read body language.
• Quality orientation; persuading and influencing
• Relating and networking
• Motivated to continuous learning
• Entrepreneurial and commercial thinking
• Creating and innovating
• Contributing to team success
• Good interpersonal and guest relations skills