New Jobs at Accor Hotel

Scope of Position:

• The Talent and Culture Intern’s primary responsibility is to meet and assist both Colleagues and external guests courteously and professionally and must handle projects, daily tasks and requirements efficiently. Responsibilities will include all administrative tasks and support of the Talent and Culture team.

General Duties and Responsibilities:

• Assist the Talent and Culture Department in the day-to-day operation of the department as required.
• Supporting administratively the events and planning of the Talent and Culture calendar.
• Scheduling and arranging appointments as required.
• Prioritize all telephone calls and in-person external and internal visitors.
• Handle colleague requests.
• Assist with written and email correspondence for the Talent and Culture Department, such as letters, staff notices.
• Support internal Talent and Culture projects, tracking necessary action and updating reports as progress is made.  This includes championing the tracking of all Talent and Culture Policies and ensuring all colleagues have signed this which must be filed in the employee files.
• Assist the Talent and Culture Department with filing of employee documents.
• Support with office administration duties such as phones, photocopying and office /stationery supplies.
• Coordinates all colleague events as appropriate, such as leadership meetings, employee meetings, townhall events, training events and events of similar nature.
• Supports the Talent and Culture Department with adhoc projects and tasks.
• Distribution to employees of any Talent and Culture related correspondence.
• Assist with Talent and Culture administrative duties/projects in the preparation of re-opening of hotel.
• Any other duties assigned by the Talent and Culture Manager.

Qualifications

• Minimum of 1-2 years administration experience, preferably within a hotel environment.
• Must be studying towards a Human Resource Qualification or has attained a Human Resource qualification.
• Highly responsible and able to handle confidential information with the utmost discretion.
• Highly organized and able to prioritize and meet deadlines in a fast-paced environment.
• Professional telephone manner and demeanor.
• Excellent interpersonal, written and verbal communication skills.
• Computer literacy is a must, with a strong knowledge of Word, Excel, Word, Outlook and PowerPoint. 

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Purpose of the job

• To join the Sales & Marketing team to learn whilst assisting the team to achieve the overall sales and marketing targets. The successful incumbent will assist and support in coordinating tasks within the sales and marketing department. This role will work with the team to ensure client satisfaction, coordinating with other departments and handling administrative duties.

Levels of accountability:

• Reports directly to the Director of Sales and Marketing.
• Collaborating with the Sales and Marketing Team

Primary Responsibilities

• Assist in all administration related tasks.
• Assist with various projects in the team – planning & execution.
• Customer Service: Delighted Customers:
• Work with the team to assist in delivering the best customer service.

Other:

• Assist in coordinating with vendors, suppliers, and gift providers to secure the best options.
• Assist in the planning and execution of hotel events.

 Administrative:

• Assist with the accounting process with regards to purchase orders and invoices
• Assist in all travel arrangements for the team.
• Assist in all admin related sales requests.

Learning and Growth: Motivated and Prepared Workforce:

• Takes responsibility for own learning and Development.
• 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 keen passion for the hotel 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 Hotel School or Marketing Diploma/Degree preferred.
• Excellent written and verbal communication with people on all levels.
• Proficient in all relevant computer programmes – excel, PowerPoint etc.
• 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.
• Have the ability to work under pressure.
   

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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 Organisational Values, Code of Ethics and Organisational 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