Jobs at Fairmont Hotels & Resorts

Job Description
Purpose of the job  

• Together with the Marketing Manager, assisting in developing, implementing and executing a Digital Marketing Strategy for the Hotel and working with all relevant stakeholders to ensure return on investment.  

MAIN RESPONSIBILITES 
Financial: Satisfied Shareholders:  

• Design and propose cost effective Digital Marketing Campaigns 
• Responsible for the formulation and monitoring of the Digital Marketing Budget 
• Monitor and evaluate Return on Investment in Digital Marketing Campaigns 
• Negotiate best prices from Agencies and suppliers in terms of digital marketing. 
• Manage contracts and relationship with agencies and suppliers.  

Customer Service: Delighted Customers:  

• Ensure Campaigns and interventions are aligned to the target audiences.  
• Plan, execute, and manage digital marketing campaigns across various channels, including but not limited to, SEO, SEM, SEA, email marketing, content marketing, social media, and display advertising. 
• Oversee the creation and distribution of high-quality and engaging content 
• Ensure the monitoring and evaluation of guest feedback on digital platforms 
• Ensure that the digital Marketing Strategy is aligned to the overall strategy of the company and in line with company values. 
• Ensure that all collateral is appealing to the target audiences and in line with the brand 
• Innovative and inspiring new ideas are implemented to compliment the brand communication strategy 

Processes: Effective Processes: 

• Ensure efficient and effective Digital Brand Communication strategy  
• Design, implement and improve on digital marketing processes to streamline campaigns and interventions 
• Maintain stakeholder relationships both internally and externally
• Manage digital platforms and programs.  
• Manage and/or oversee pay-per-click (PPC) advertising campaigns  
• Coordinate digital media related queries 
• Manages TrustYou account and responds to reviews 
• Measure effectiveness of all digital marketing interventions 
• Oversee the creation of digital publications that is vetted in terms of copy write and other appropriate laws.  

Learning and Growth: Motivated and Prepared Workforce:  

• Takes responsibility for own Learning and Development 
• Innovation & Improvement  
• Use experience with guests, their feedback and requirements to formulate innovative service ideas to department management to continuously improve the standards of service if needs be. 
• Ability to give and receive feedback.  

General Knowledge and Responsibilities:  

• Has a thorough knowledge of the hotels and services provided to the guest  
• Maintains a high standard of service, appearance and social skills according to the company policy  
• Works in harmony with all departments and employees, is willing to assist others when and if required.  
• Attends all training and workshops as and when required 
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position  
• Ensuring Brand Standards are maintained. 
• Performs any reasonable duties as instructed by immediate supervisor. 

Qualifications

• A Marketing Diploma/Degree with Specialization in Digital Marketing 
• Experience in hotel environment preferred (2+ years experience) 
• Excellent written and verbal communication with people on all levels  
• Proficient in all relevant computer programs in the MS Office Suite as well as appropriate Digital Marketing software.  
• Developing and nurturing interpersonal relationships (with all relevant stakeholders)  
• Servant Leadership with teamwork  
• Passion for Hospitality and Travel  
• Excellent organizational and planning skills 
• Creative, Innovative and Forward thinking 
• The ability to Multi-task and prioritize 
• Self-Motivated with specialization 
• Negotiation Skills 
• Have the ability to work under pressure  

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Job Description
Scope of Position:

• Reporting to the Engineering Supervisor, the successful candidate will be responsible for the repairs and general maintenance of the public areas, guest rooms, Back of House areas, plant rooms, plant machinery, Administration and Marina building.

Summary of Responsibilities:
Reporting to Engineering Supervisor, responsibilities and essential job functions include but are not limited to the following: 

• Repair, maintenance and installation work according to departmental procedures and operational requirements.
• Must have good knowledge of installing TV`s, PlayStations and most electronic equipment.
• Should have the basic knowledge on how to test electricity and isolate power.
• Knowledge of pumping stations, water tanks, boilers and associated accessories.
• Should have basic knowledge with chillers, freezers, split units, AHU, fan coil units.
• Should have sufficient knowledge in performing general maintenance in guest rooms on plumbing (Traps, taps, showers), electrical (Lamps, plugs, heated towel rails), painting, door locks and closers, hinges, etc.
• Have sufficient knowledge and skill in maintaining the above-mentioned machinery and equipment.
• Ability to complete requests in timely, accurate, efficient and knowledgeable manner.
• Must be flexible in terms of working hours.
• Must have the ability to multi-task.
• A self-starter, take initiative, can make decisions in fast-paced, changing environment.
• Perform other duties as and when required.
• Must have the knowledge to properly use and maintain all tools and equipment issued.
• Adhere to all legal requirements and strictly comply with all the regulations in the OHS Act.
• Perform other duties as and when required.

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking throughout shift.
• Lifting and carrying
• Frequent kneeling, pushing, pulling, sitting.
• Occasional ascending or descending ladders, stairwells and ramps.

Qualifications

• Reasonable knowledge and skill in: plumbing, electrical, HVAC, carpentry, construction and general maintenance.
• Matric/Grade 12 is a prerequisite.
• A related qualification would be highly advantageous.
• Minimum 2 years of hands-on experience working in a similar position.
• Ability to repair and maintain all areas pertaining to your daily duties.
• Knowledge of preventive maintenance procedures and use of testing equipment
• Previous Hospitality experience is advantageous.
• Fluent in the English language (verbal & written), second language is an asset.
• Must have great communication skills.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be flexible in terms of working hours.
• Must be physically fit.
• Must maintain composure and a level head under pressure.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be effective at handling problems in the workplace.
• Has the ability to identify, prevent and provide solutions to work challenges as they arise.
• Must possess outstanding guest services skills.

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Job Description
Position Overview

• Reporting to the Senior Front Office Manager, the successful candidate will be responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office departments. The Front Office Manager will be responsible to guide the department in achieving our strategic directions through continual focus and reference to these strategies and our vision. The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. The Front Office Manager will be responsible to maximize revenue opportunities throughout the department while managing cost across the board. The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders. He/She will also support the Guest Experience Manager for the maintaining and continuous improvement of the overall guest experience.

Key Responsibilities and Duties

• Ensuring department 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.
• Creating an environment that supports innovation and look for opportunities to improve operations.
• Pro-actively try out new ideas and technologies that would streamline productivity and enhance overall guest experience in line with the budget and capex submission.
• Ensure productive and efficient communication between departments.
• To ensure effective running of PMS and all related interfaces
• Building and improving on relationships with agents.
• Models the Organizational Values and Grace Memorandum.
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
• Encouraging the use of the “Generosity Pot” across departments
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
• Has responsibility for ad hoc project teams.
• Participates in ad hoc 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, All Loyalty Program, 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

Qualifications
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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Job Description
Position Overview

• The Duty Manager is responsible for the guest experience at the hotel, to ensure unforgettable moments are created. This could be regarded as enhancing experiences and/or the implementation of recovery plans for missed opportunities. The Duty Manager is also regarded as the link between guests and agents while staying at the hotel. The Duty Manager has the responsibility to act as guidance for other department Managers when related to guest experience and in the event of risk or crisis management.

Key Responsibilities and Duties

• Has a thorough knowledge of the hotel outlets, facilities and services
• Ensures the corrective action of guest complaints by the implementation of recovery plans
• This starts by immediate acknowledgment and resolution with 24 hours
• Has the responsibility to maintain and improve guest experience in all areas of the hotel
• Building and improving relationships with agents and welcome back guests
• Has the responsibility to ensure all guests who are highlighted by the Agent (HBA’s) are met upon arrival and throughout their stay to provide the agent with feedback and to ensure any areas of improvement are identified during the guest stay
• Managing the guest interchange programme
• Identifies training needs within the Front Office department and communicates this to the Front Office Manager and Assistant Front Office Manager to implement an action plan
• Focuses on special celebrations for Welcome Back and VIP guests to ensure we create memorable moments
• Acts as a support to the Concierge team when required and in the absence of the Front Office Supervisor
• Along with Sales and Marketing Team has the responsibility to drive on line feedback along with the guest questionnaires and general feedback received from guests while staying with us and after departure
• It is mandatory for the Duty Manager to have a strong presence during breakfast and dinner service to ensure the enhancement of guest experience
• Attends all training and workshops as and when required
• Has the responsibility to assist in driving the Leading Hotels of the World and ALL Loyalty standard set out by Fairmont
• Models the Organizational Values, Code of Ethics and Organizational Code of Conduct  
• Has the responsibility to complete monthly LQA audits and to provide the Front Office Manager and the Assistant Front Office Manager with feedback to improve the service offering
• Should be flexible and have the willingness to take on extra projects and tasks
• Responsible to complete spot checks of all guest facing areas, to ensure maintenance and cleanliness standards are upheld
• Performs any reasonable duty as instructed by the Guest Experience Manager
• Has the responsibility along with the Security Manager to be the liaison with regards to lost and found items left behind by inhouse guests

Financial Attributes

• Implementation of recovery plans by minimizing revenue loss, while ensuring appropriate level of guest service is achieved. This may include, but is not limited to enhancing guest experience, through guest complaint handling for WBK, HIP, HIM and VIP guests
• Encourages upselling of all rooms, hotel facilities and outlets
• Encourages the upselling of the hotel chauffeur vehicle
• Encourages the All-Loyalty program to ensure targets are met

Qualifications

• Grade12 or equivalent is a prerequisite
• A Hospitality Management diploma/degree will be 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
• Proficiency and a good command of English (Both written and spoken)
• Fluency (written and spoken) in a foreign language will be advantageous

Proven abilities in:

• Guest relations
• Sales
• Time and workflow management
• Highly experience in guest satisfaction
• Effective decision-making and judgement
• Conflict resolution skills
• Interpersonal communication skills
• Service delivery to a required standard in a fast-paced and dynamic environment
• Excellence in teamwork

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Job Description
Scope of Position:

• The Spa Therapist is responsible to deliver professional massage therapy, body treatments, and aesthetic services offered at the Fairmont Spa; ensuring maximum efficiency, safety, and uncompromising attention to Guests & Members. They will provide courteous services to guests & members at all times, and have comprehensive knowledge and details of all spa treatments, products, facilities and services.

Responsibilities:                     

• Is an ambassador of the Fairmont by providing memorable guest experiences
• Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests
• Possess knowledge about all aspect of Fairmont treatments and the facility to ensure guests are provided with accurate information, and inquiries are responded to with complete details
• Maintains cleanliness of the facilities and they are in peak sanitary conditions at all times
• Performs all massage, body treatments, and aesthetic services as certified or trained to do so and as per Fairmont brand standards
• Ensures individualized guest service through acknowledging and responding to needs and expectations
• Reviews guest’s medical history/ waiver and all information in Book 4 Time, prior to performing each treatment.
• Maintains cleans and neat work environment at all times, ensuring equipment for body treatments and personal equipment in safe working order
• Maintains proper supplies of professional products, towels, and other supplies in treatment rooms
• Possess thorough knowledge about all aspect of spa’s operations including telephone usage, guest relations, retail sales, and spa services and facilities
• Assists members and guests with the use of spa facilities (sauna, steam, salt room, etc.)
• Handles guest complaints and solves problems to the degree possible
• Works with related hotel departments to ensure efficiency in meeting guest needs
• Contributes to the team environment by assisting spa colleagues in all areas
• Participates in the orientation and training of all new/temporary colleagues assigned to Fairmont
• Follows Occupational Health and Safety regulations
• Perform other duties as and when required.

Qualifications

• Minimum of two-year experience in spa industry or hospitality an asset.
• Must possess international qualifications for massage, face, and body therapy (CIBTAC, CIDESCO, ITEC, IHBC, etc.) National Diploma in Somatology or Beauty Therapy is required.
• Must possess outstanding guest service skills, professional presentation and sophisticated verbal and written communication skills.
• Must be guest-oriented, have a vibrant personality, and radiate enthusiasm to assist people.
• Proficient in English language (verbal and written) with a second or third language as 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.
• Computer literacy in Windows, MS Office, PMS system, Book4Time, and Micros is recommended.