Jobs at The Red Carnation Hotel Collection

JOB SUMMARY:

• To support the Hotel in delivering an exceptional employee experience aligned with the RCH standards. The role ensures effective people operations, fosters a positive workplace culture, and contributes to talent development, engagement, and compliance within a high-performance hospitality environment.

MINIMUM REQUIREMENTS:

• Grade 12 certificate; Diploma in Human Resources Management or equivalent
• Must have at least 5 years’ experience as an HR Generalist
• At least 3 years in a Senior Management level
• Experience in HR related legislation
• Sound MS Office Skills (Word, Excel, PowerPoint, Outlook, Access)
• Accuracy and attention to detail

PERSONAL ATTRIBUTES:

• Detail‑oriented with strong numerical accuracy
• Reliable, self‑motivated, and able to work independently
• Trustworthy with high ethical standards
• Calm and composed under pressure
• Strong problem‑solving and decision‑making skills
• Confident leadership and supervisory ability
• Excellent communication and handover skills
• Guest‑focused with a professional demeanor
• Well‑organized with effective time‑management skills

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

• Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
• Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
• Ensuring that you a familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
• Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
• Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
• Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
• To actively seize opportunities to minimize our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
• To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated services
• Receive recruitment request from Department Heads
• Advertise, screen, interview and facilitate the hiring of qualified job applicants for open positions
• Ensure hiring aligns with the hotel’s brand, culture, and service excellence standards
• Manage onboarding and induction programs to ensure new hires integrate smoothly
• Support employer branding initiatives to attract high-caliber talent

Performance Management

• Ensure all employees have been issued with a Role Profile and goal setting established
• Administer the quarterly and annual performance review cycles, ensuring that Managers provide constructive feedback and goal setting
• Audit performance reviews and ensure quality assessments were conducted
• Communicate identified skills gap to Learning and Development Manager

Employee Relations and Engagement

• Act as a point of contact for employee grievances, conducting investigations and mediating workplace disputes.
• Assist Managers with the Investigation of disciplinary misconducts and offer IR expertise to the Initiator
• Promote a positive, inclusive, and respectful workplace culture

Culture and Employee Experience:

• Champion the hotel’s values, culture, and service standards
• Drive initiatives that enhance employee satisfaction, wellness, and retention
• Support diversity, equity, and inclusion efforts across the hotel
• Contribute to creating a “best place to work” environment

Benefits:

• Ensure employee are on the correct benefit plans
• Assist employees with Medical and Retirement Benefits
• Administer and monitor temporary and permanent disability process in line with the rules of the relevant benefit fund
• Manage the Employee Assistance Programme portfolio

P&C Compliance

• Ensure adherence to South African Labour Legislation and hospitality standards
• Assist in updating and implementing policies and procedures
• Advise and communicate P&C Policies and Procedures to all employees
• Maintain accurate, confidential employee database
• Support audits and compliance reviews
• Produce monthly reports

Employment Equity

• Secretariat in EE committee meetings
• Liaise with EE committee members regarding agenda points and meetings
• Co-ordinate EE activities
• Eradicate employee relations barriers
• Implementation of resolutions
• Secretariat in Employee Forum

Payroll

• Ensure accurate payroll submissions for new engagements, terminations, promotions and all payroll processes
• Verify attendance on time and attendance systems (Clock in and out) for payroll submissions
• Ensure data protection, confidentiality, and security protocols are followed.

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Job Purpose:

• This position requires a socially focused, detail orientated team player who can operate under pressure to assist with the concierge service function along with the hotel Head Concierge and to take responsibility for managing and nurturing relationships with guests, key suppliers and staff.

Employee Value Proposition:

• This position offers variety and freedom from repetition and opportunities to interact with diverse people on a daily basis where your leadership and assertiveness skills will be used as part of a highly effective team; whilst operating within clearly defined standards and expectations; where your specialist guest service expertise can be recognised.

Organisational Positioning:

• Department: Rooms Division
• Reporting to: Head Concierge
• Location: The Oyster Box Hotel

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

• actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
• owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
• ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
• creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
• working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
• being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
• to actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
• to be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service.
• To Manage the Guest experience on a day-day bases forecasting and planning to ensure each Guest experience is Unique and personalized:
• To ensure a welcoming, approachable, professional and efficient first impression of the Hotel.
• taking ownership, responsibility and control of all interactions and communications all Guest and consortia guests prior to, during and after stay, with the purpose of maximizing their guest experience and ensuring return business, be Trip Advisor driven.
• Constant communication regarding BDA’s, sending out curtesy emails to encourage Trip Advisor
• Ensuring that all Guest complaints are escalated to Head of department, with immediate action that was taken and followed through to ensure no issues arise.
• ensuring that all Guest related information is communicated to all relevant parties within the Hotel in a timeous and accurate manner.
• completing site inspections with prospective guests as needed as well as be flexible to support the sales and marketing functions particularly with regards to consortia; e.g. hosting dinners etc.
• ensuring that the festive season kiddies program is planned, organised, implements, managed and controlled in accordance with Hotel standards
• managing all gifting ensure that appropriate gifting is given to appropriate guests while being aware of budgetary constraints in line with Hotel standards, profiling all gifts to ensure we do no gift the same for returning guest
• Ensuring to take a proactive approach in making sure you are fully prepared for the day and its arrivals by being aware of the appropriate handovers and guests coming in for that day or the next
• To actively suggest guest improving ideas based on feedback, including gifting
• To ensure that the Guest profiles get updated on Opera at all times.
• To be constantly present in all outlets to lend support to the team as required and to be constantly of service to the guests.
• As required to cover Hotel “Manager on Duty” shifts.
• To ensure the special requests have been prepared appropriately for the day
• Conduct periodic hotel vehicle checks
• To support the Concierge Team Leader in the day-to-day management of the concierge team as well as with various administrative duties that may be delegated to you by the Team Leader (e.g., processing invoices, helicopter charges, newspaper orders.
• To ensure that there is a written correspondence of all arrangements made with and on behalf of the guest ensuring that all role-players are fully informed with all information needs to effectively exceed the guests’ expectations.