Opening Jobs at Accor Hotel

Job Description

• The Learning & Development Manager will take responsibility for the co-ordination and execution of operational training for the hotel. The Manager will work closely with operational leaders to develop and lead on-the- job training in line with Fairmont’s standard of operation in order to take the guest experience and colleague engagement to the next level.

General Duties and Responsibilities:

• Responsible for the coordination and execution of operational training for the hotel.
• Oversees Hotel Training committee and Departmental Trainers.
• Provide ongoing coaching, feedback and guidance to Departmental Trainers and Leaders to ensure consistent and on-the- job training is taking place.
• Provide support, development and mentorship of Departmental Trainers.
• Manage the implementation, upkeep and execution of the training checklists and follow up ensuring consistently high standards across all departments.
• Be active in monitoring the operations, guest and external audit feedback and ensure operational presence to observe, identify training needs, validate training and program implementation effectiveness.
• Work closely with the leadership team to audit standards, develop action plans to address issues and concerns identified from audits and guest feedback channels.
• Facilitate new hire on-boarding, Train the Trainer and other corporate programs.
• Personally welcome all new hires and ensure that all new hire departmental orientations are effectively completed.
• Actively monitor onboarding experience, facilitate ongoing check-in with new hires, providing feedback to trainers and leaders for more effective communication and retention.
• Creatively promote and communicate service standards to keep the standards alive and ensure impactful delivery.
• Create, communicate and maintain a monthly Training calendar.
• Be a role model within the hotel and demonstrate professional leadership skills that are fully aligned and in support of our culture.
• Manage Talent & Culture projects together with the Director of Talent and Culture  as required.
• Conducts training needs analysis on a six monthly basis to ensure all our constituents training and development needs are met, in conjunction with the training committee.
• Ensures each new Heartist attends the mandatory induction program.
• Maintains up to date Individual Training Plans for each position in the hotel.
• Presents the Learning and Development Plan quarterly to the Leadership team.
• Coaches colleagues at all levels regarding training and educational opportunities.
• Responsible for Hotel Educational Assistance Policy administration, communication and produces usage reports accordingly.
• Participates and assists in the facilitation of other programs and committees as directed by the Director of Talent and Culture.
• Plays an active role on the Employee Equity Committee and assists in the collation of data and input into the yearly reporting in consultation with the EE committee.
• Creates and implements new Talent & Culture programs as needed.
• Assists with the co-ordination and implementation of Employee Engagement Survey action planning across all departments in regards to developmental requirements.
• Supports the Talent & Culture Coordinator/Administrator with coordinating the monthly Coffee Date Program with the General Manager.

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.
• A member of the Hotel’s Sustainability Program.

Talent Acquisition and Talent Management:

• Develops employees to maximize their potential and prepares them for future promotional opportunities.
• Ensures a robust career succession plan is in place across all Departments.
• Maintains relationships with hotel school partnerships and oversees the placement of hotel school internships and other youth development internship partnerships.
• Attend career fairs representing the hotel and brand when required.

Training and Development:

• Direct, coordinate and implement hotel 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 Director of Talent and Culture, identify employees for development and thereafter recommends and develops individual development plans.
• Ensure that the required training programs are conducted and keep accurate records regarding attendance.
• Improve the standards of service and leadership skills by the effective use of training as a strategy.
• Prepares Hotel’s Mandatory Grant Applications i.e. Work Skills Plan and Annual Training Report for Cathsseta.
• Actively applies for Mandatory Grants from Cathsseta to facilitate Learnership Programs and/or Skills Programmes at the Hotel.

Administration:

• Participates in the development of the Training budget as required.
• Manages budget in alignment with the Talent and Culture and property financial goals.
• Supports the Director of Talent and Culture in the day-to-day administration of the Talent & Culture Office, focusing on maximizing the capabilities of the team.
• Assists in the facilitation of the Broad Based Black Economic Employment (BBBEE) Verification Audit on behalf of the Hotel.
• Compile monthly data reporting and submission required.

Qualifications

 Experience and skills must include:

• Qualification in Hospitality related studies preferred.
• Minimum 3 years of operational hospitality experience.
• Leadership experience.
• Excellent communication, facilitation and interpersonal skills.
• Proficiency in Microsoft Office applications and computer literacy.
• Proven ability to influence, drive initiatives, and work independently whilst collaborating within a team
• Exceptionally organised, proactive, and innovative with experience in creating and executing full-cycle processes.
• Strong drive and energy with ability to thrive on challenges.

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Job Description
Position scope:

• The Groups Agent will be responsible for managing all aspects of group reservations, ensuring a seamless process from initial inquiry through to departure, while exceeding the expectations of group guests.
• The Groups Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel experience to come.
• The role involves effectively coordinating with various hotel departments to ensure that group guests receive exceptional service and that all group booking processes are accurately followed.

Responsibilities:

• Responsible for managing and booking group reservations for the hotel, including accurately processing group inquiries, bookings, and ensuring guest needs are met.
• Issuing group contracts, pro-forma invoices, and following up on payment deadlines.
• Ensuring that all group-related details, including special requests and requirements, are communicated to the relevant departments (e.g., Front Office, Housekeeping, F&B).
• Organize and update group spreadsheets and share status reports with relevant stakeholders.
• Manage group room blocks, including monitoring pick-up, releasing unused rooms, and following up with clients on tentative bookings and inquiry statuses.
• Create and update individual guest reservations within the group, ensuring accurate details are reflected in the hotel’s operating systems.
• Respond to group inquiries via telephone, email, or other communication channels, providing detailed
• and accurate information about hotel products and services.
• Provide clients with detailed information regarding group terms, conditions, and requirements.
• Ensure a high level of customer service and client satisfaction by responding to any concerns or special requests related to group bookings.
• Follow up on group deposits in accordance with hotel payment policies and terms and conditions.
• Ensure all payments are communicated to the accounts department and Front Office ahead of grouparrivals.
• Assist in managing group billing and ensure accurate final group invoices are provided to the client atdeparture.
• Work closely with all relevant departments (Front Office, Housekeeping, F&B) to ensure smooth operations during group stays.
• Prepare and distribute Group and Party Sheets to departments with all necessary details.
• Maintain an up-to-date understanding of group booking policies and procedures, including cut-off dates, blocking, and booking terms.
• Ensure that all bookings and guest communications are in line with hotel standards and company policies.
• Ensure all group-related documentation is completed in a timely manner and stored accurately.
• Assist with managing group-related requests, including activity requirements or special arrangements.
• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• 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.
• Complies with all LQA Standards as well as SOP’s for their role.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers.
• Together with Front Office, ensure that group billing checks are conducted daily, whilst groups are in house and accurate final group invoices are communicated to the client on departure.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for group bookings as and when required, ensuring that follow up and payment is received.
• Create and update all individual guest and party reservations. Drawing up of Party and Grou=pp Sheets with detailed information pertaining to each department - communicating these documents with the required ontice prior to the group arrival. Ensuring that the hotel Operating system is updated with all details and information relating to the group.
• Every Group quote to be analysed and a detailed qualification of each group enquiry in terms of client
• requirements, needs analysis, benefit matching, competitor information, deciding factors, decision
• timelines, negotiations required, incremental spend in F&B and Spa.
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
• Acts in accordance with the standards, conforms to the policies and procedures.
• Possesses full command of Opera and other Microsoft applications (necessary training will be provided).
• High communication skills verbal and written. Perfect use of English.
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply
• these methods to offer as per available Hotel inventory.
• Adhere to and promote the company’s Health & Safety policies and procedures.
• Provide ongoing support to the Assistant Reservations Manager and Reservations & Revenue Manager
• with administrative tasks as required.
• Perform other duties as and when required.

PIPELINE LEVEL

• Manage self.

LEVELS OF ACCOUNTABILITY

• Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY

• Responsible for own performance

COMPETENCIES

• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented
• Financial: Satisfied Shareholders
• To ensure that all quotes compiled are accurate and every attempt is made to secure the business for Cape Grace.
• Manage and follow up on all deposit payments in line with the reservation terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest’s arrival.
• Customer Service: Delighted Customers
• Models the Organizational Values
• Matching the features and benefits of our product offering to ensure that we exceed our guest’s expectations.
• Processes: Effective Processes
• To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary, ensuring
• any new and relevant information is communicated between these departments and Reservations.
• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Manage workload fairly, ensuring that our turnaround time is adhered to.
• Assist Individual and Group Reservations as/when necessary, with enquiry turnaround, call handling as
• well as shifts during low staffing periods.
• Learning and Growth: Motivated and Prepared Workforce
• Assists with departmental training in collaboration with the Assistant Reservations Manager /
• Reservations and Revenue Manager as and when required.

GENERAL KNOWLEDGE AND RESPONSIBILITIES

• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the highest 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.
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed from time to time.

Qualifications

SKILLS, EDUCATION, and QUALIFICATION REQUIREMENTS

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• Previous Experience in Group Reservations required.
• Proficiency in English (Verbal, Written, Reading)
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.

Demonstrated experience using:

• Opera Property Management System
• Microsoft Office Suite to at least Intermediate level
• Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.

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Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Acts in accordance with the standards, conforms to the policies and procedures.
• High communication skills verbal and written. Perfect use of English.
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
• 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.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers
• To be detail focused in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
• Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest or group arrival.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for bookings as and when required, ensuring that follow up and payment is received.

Other duties as assigned.

Qualifications

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• 1 year experience in similar positions and customer service
• Proficiency in English (Verbal, Written, Reading), second language is an asset
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.
• Demonstrated experience using:
• Opera Property Management System
• Microsoft Office Suite to at least Intermediate level
• Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
•  Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated communication skills.
• Must be able to handle multitude of tasks in an intense, ever-changing environment while remaining calm, collective and accurate.
• Must be flexible in terms of working hours (Shift Timing)

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Job Description

Scope of Position:

• The maintenance technician is responsible for performing ongoing facility maintenance, completing repairs on equipment and ensuring the smooth running of the Hotel maintenance operation.

Specific Responsibilities:

• Undertake and manage various general maintenance tasks, including plumbing, electricity telecommunications, heat, carpentry and decorating
• Conduct routine inspection of premises and equipment and handle basic repairs and maintenance requirements.
• Inspecting building structures, equipment and assets performing reactive and preventive maintenance.
• Perform tasks and deliver service with the highest level of discretion, aiming for minimal disruption and inconvenience for guests and visitors
• Actively seek to contribute to the comfort of guests and visitors
• Remain proactive and approach tasks and requests with a can-do-attitude
• Handle basis repairs and maintenance ; coordinate and oversee contractors and external providers ensuring they work in relation to service agreements and procedures
• Install, inspect and troubleshoot equipment, appliances and systems
• Maintain and replace heating, air conditioning and distribution systems as and when required
• Liaise with and supervise contractors and external providers to carry out work activities
• Assist in record keeping and keep daily log of repairs and maintenance of assets and equipment
• Respects Accor's Legionnaires' disease directive,
• Apply the Hotel's security regulations (in case of fire etc)
• Champion the Hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc),
• Actively contributes to the safety of people and property (ensuring safety exits remain clear of obstruction etc)
• Take responsibility for identifying areas of improvement within range of operation, including risk awareness
• Undertake appropriate training to develop increased expertise in the area of work concerned
• Report stock levels

Qualifications

• Grade 12
• Previous Engineering/Maintenance experience in a large hotel is preferred
• Must be able to work well without supervision
• Previous experience in hotel operations and guest service would be an asset