Openings at Accor Hotel

Job Description
Scope of Position:

• The Hotel Duty Manager is responsible for supervising the smooth and efficient daily operation of the Front Desk, and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Specific duties, responsibilities & Key performance areas

• Conduct daily briefings and ensure that all pertinent information is well received by team members.
• Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered and department standards are met.
• Review, analyse and suggest improvement of work-flow and standards at the Front Desk.
• Analyse rate variance report to ensure rooms revenue control, approve discounts and rebates.
• Communicate with Front Office Manager on all matters regarding guest services & hotel operations.
• Ensure documentation of all guest related issues using the logbook.
• Supervise the shift handover procedures.
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently.
• Assist Guest Relations in greeting, rooming and sending off guests.
• Inspect front of house and back of house regularly for cleanliness and orderliness.
• Ensure that front line staff complies with marketing techniques and maximizes sales.
• Check billing instructions, monitor guest credit and act upon any discrepancies.
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.
• Ensure driveways are manned at all times and run efficiently.
• Ensures the Safety, Security and Loss Control policies and procedures are complied with at the lobby and driveway.
• Required to make objective decisions and handle any complaints and emergencies in a level-headed manner.
• Conduct Night Audit process for hotel.
• Provide department orientation and training of the hotel service standards, procedures and programs.
• Constantly monitor team members’ appearance, attitude and degree of professionalism.
• Motivate and provides a work environment which brings out the best in team members.
• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features; and ensure team members are constantly updated on these.
• Be fully familiar with the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
• Attend to all briefings, meetings and trainings as assigned by management.

Talent & Culture Responsibilities 

Assist the (Department) Management Team in the following:

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Effectively use the guest feedback to improve product and service delivery.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over for every shift.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
• As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.

Qualifications

• Minimum 1-2 years experience as a Duty Manager or relevant position within the Front Office environment 
• Strong leadership and communication skills, with the ability to motivate and guide a team
• Excellent problem-solving abilities and a guest-focused approach to creating memorable experiences
• Flexibility to work various shifts, including mornings, nights, weekends, and public holidays
• Proficiency in hotel management software and property management systems, such as Opera
• Strong understanding of hospitality industry standards and best practices
• Ability to remain calm and make decisive decisions in high-pressure situations
   

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Job Description
Scope of Position:

• The primary role of the Payroll & Benefits Officer will be to manage all the payroll functions including processing monthly payroll, administers the benefits program, and compensation program. This is a very hands-on position, forming part of the Talent and Culture team and requires close interaction with the Finance Team on a regular basis.

Essential Duties & Responsibilities:

• Receives payroll information and will be responsible for accurate input of data into Company Payroll System.
• Align and stream the payroll and benefits system.
• Capture the monthly timesheet hours into the payroll system.
• Capture Commissions and Gratuities into the payroll system.
• Capture any adhoc payroll inputs and submissions, including deductions.
• Capture all leave according to company policies and procedures.
• Process Maternity leave remuneration in terms of the maternity leave contract.
• Audit payroll balance sheets, YTD earnings, etc
• Ensure the processing of new hires, temporary workers, transfers, promotions and terminations is accurate and timely
• Completes appropriate changes to employees direct deposits, Tax changes and benefits
• Manage regular preparation of relevant management reports, including weekly, monthly, quarterly and year-end reports (gross payroll, hours worked, leave accrual, tax deductions, benefit deductions, etc )
• Submit South African Revenue Services returns and relevant documentation to the Department of Labour in connection with payroll and benefits.
• Critically review and analyze current payroll, benefits and tax procedures in order to recommend and implement changes leading to best-practice operations.
• Ensure systems are set-up and updated to reflect our current employee base, including wages, benefits, sick and leave time in line with contracts.
• Balances Monthly Payroll and distributes reports and Employee Payslips.
• Manages all the Employee Benefits, i.e., Medical Aid, Retirement Fund, Disability, Retirement Plans and Death Claims.
• Assist with Salary Programs; ensuring equitable and consistent application of compensation policies and guidelines taking into consideration Salary and Remuneration Benchmarks.
• Assist in the Administration of compensation programs, reviewing changes in salaries for conformance to policy; identify and analyze compensation problems and recommend solutions.
• Assist with Off-Boarding of employees, including cancelation/transfer of Medical Aid, Provident Fund and ensure that the sage system is updated accordingly.
• Documents and maintains administrative procedures for compensation, benefits and payroll process.
• Assists the other functions in the Talent and Culture department when required.

Competencies (Behavioural and Technical Skill Requirements):

• Ability to function effectively in a rapidly changing organization.
• Must be able to think logically and pay attention to details.
• Ability to handle multiple competing priorities.
• Provides outstanding customer service to answer questions/resolve issues related to benefits or payroll – must have an approachable demeanor to all employees.
• Strong working knowledge of payroll related legislation and tax laws.

Qualifications
Education and Experience:

• Appropriate Payroll and/or HR Diploma.
• Proficient in current payroll programmes such as Sage and Pay-Space.
• 5-7 years of related benefits and payroll management experience, knowledge of employee benefits laws and statutory requirements.
• Proficient knowledge of PC software including Microsoft office, internet.
• Ability to work independently and within a team environment
• Ability to maintain strict adherence to confidentiality requirements.
• Proficiencies in South African Employee benefits products including Retirement Benefits and Medical Health Benefits.

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Job Description
Scope of Position:

• The Incumbent manages the operation of both the Purchasing & Receiving departments.  He/she is responsible for the purchasing, receiving, storing, issuing and cost control of goods and products in and out of the hotel. Organize and facilitate stock taking with relevant Heads of Departments for food, beverage and Operating equipment as per the company policy. Liaise with suppliers to ensure best possible price for goods is received as well as ensuring exceptional quality. Constantly compare basket of goods between suppliers and ensure new suppliers are sourced.                                       

Specific Responsibilities:

• Consistently offers professional, engaging, and friendly service
• Prepare and assist in analyzing food and beverage costs on a monthly basis and recommend alternatives to improve costs
• Establish and maintain a database for food and beverage inventory stock including up-to-date pricing - Materials Control
• Ensure proper storage and issuance of all food and beverage items – Stores Procedures
• Establish and maintain a cost allocation transfer system for food and beverage supplies to the various departments - Materials Control
• Assist management in menu costing in order to establish menu item sale prices
• Prepare F&B reports as requested by management
• Prepare all hotel costs on a monthly basis – Journals
• Prepare all food & beverage costs per outlet on a monthly basis – Trading Summary
• Menu engineering reports as required
• Implement sound purchasing policies, systems and procedures in accordance with Company standards
• Ensure the efficient operation of the Purchasing Department in all aspects
• Establish contracts to ensure reduced pricing for all operating areas of the hotel
• Monitor vendors for quality, service and price through standard purchasing specifications
• Assist with Operating Capital Expenditure process (AFE)
• Receives and checks backup documentation for purchase requisitions generated by other departments/HOD

Systems & Procedures:

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals
• Complete all duties and ensure a concise hand over

 Guest service and Employee Relationships:

• Always Recognize and greet the guests first
• Respond to any reasonable tasks as assigned by superiors
• Provide efficient, friendly, and professional service to all guests
• Guest needs and requests are anticipated and acted upon immediately in an efficient manner. Requests outside area of authority are referred immediately to the appropriate personal and followed up on to ensure the Guest is ultimately satisfied
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise
• Work together with trust so that colleagues and management meet the goals of the department/Hotel
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’
• Colleagues and superiors of the hotel are always dealt with in a polite and helpful manner. Ensure good relationships are always kept with colleagues and superiors and report any personnel differences that may threaten the cohesion of the team and colleagues
• Work closely with the hotel in participating where possible in community-based projects
• Maintain awareness of new initiatives and the continuously growing social economic Program of the hotel   
• Assist with power and electricity usage by not having lights or any electrical appliance on that could be switched off when not in use
• Participate and actively control all forms of waste and ensure accurate recycling of all glass, papers, plastics, aluminum, and steel form all areas to waste
• Actively participate in all social development drives with local communities and initiatives
• Actively participate in the food & beverage waste program of the Hotel
• Reduce the use of paper by not printing unnecessarily and recycle used paper

Environmental and Social Responsibility:

• Work closely with the hotel in participating where possible in community-based projects
• Maintain awareness of new initiatives and the continuously growing social economic Program of the hotel   
• Assist with power and electricity usage by not having lights or any electrical appliance on that could be switched off when not in use
• Participate and actively control all forms of waste and ensure accurate recycling of all glass, papers, plastics, aluminum, and steel form all areas to waste
• Actively participate in all social development drives with local communities and initiatives
• Actively participate in the food & beverage waste program of the Hotel
• Reduce the use of paper by not printing unnecessarily and recycle used paper

General and other Duties:

• The above listed criteria identify the key areas of responsibility of the position and are not all-encompassing description of duties and tasks. The above criteria will be subject to ongoing review and adjustment
• The position required the employee to perform tasks in any area of the hotel as requested by Management from time to time
• Abide by Accor policy on EEO and Harassment in the workplace
• Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment, and victimization
• The position required the employee to maintain a high standard of personal appearance and hygiene and ensure that uniforms meet with the Hotel’s requirements and in line with the desired image of the Hotel
• Ensure security and protection of Guests the belongings as best possible, report any items left behind by guest
• Be committed to the safety of Guests at all times and report any suspicious activity in the hotel to the Manager
• Practice Safety at all times including constant awareness of safety hazard
• Reports to work on time and according to posted schedule
• Agree to continuously improve and develop his/herself, by attending scheduled training courses as directed by Management and being committed to making the absolute most of the given opportunity
• Be committed to the highest level of service to the Hotel Guests, courtesy to fellow colleagues and a commitment to all environmental social and developmental training initiatives
• Calls for quotations from various suppliers for any new items. A minimum of three independent genuine quotations must be obtained for purchases of more than R5000
• Ensure that all purchase order requests are properly completed and approved
• Ensures all approved orders are placed with the relevant suppliers – Store Items
• Ensures all approved orders for non-store items, direct expenses are sent to the relevant HOD/Departments
• Carries out regular market survey prices of all items and services for the hotel by keeping constant touch with the suppliers
• Follows up and ensures that goods are delivered in accordance with the purchase order and without any delay
• Responsible for making sure that the administrative procedures relating to the purchase of goods is followed
• Ensures that the suppliers follow the rules relating to hygiene of goods delivered
• Keeps all records in a way that they can be checked at any time for information or audit purposes
• Assist in monthly or quarterly inventories as needed
• Any other administrative duties within the department
• Perform any additional duties as assigned by the Director of Finance

Qualifications
Knowledge and Experience

• Bachelor Degree in Accounting / Finance or related field
• Minimum of 3 years of relevant experience in the hotel industry
• Strong Computer and Microsoft Office skills 

Competencies

• Good interpersonal skills with ability to communicate with all levels of employees
• Service oriented with an eye for details
• Ability to work effectively and contribute in a team

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Job Description
Scope of Position:

• Deliver prompt and efficient service for guest check-ins and check-outs, ensuring accurate account management and offering clear, helpful information. Handle all incoming guest calls with professionalism and courtesy, consistently aiming to achieve complete guest satisfaction. Uphold strict security protocols to maintain guest confidentiality and ensure their 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

Talent & Culture Responsibilities 

• Assist the (Department) Management Team in the following:
• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Effectively use the guest feedback to improve product and service delivery.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over for every shift.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
• As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.

Qualifications

• Experience as a Receptionist, Front Office Representative or similar role preferred 
• 1-2 years related experience
• Experience handling multiple phone lines
• Strong customer service skills required
• Strong organizational skills required
• Opera experience required 

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Job Description
Scope of Position:

• A detail-oriented Sales and Marketing Coordinator to contribute to the achievement of sales and marketing targets by supporting Sales and Marketing Manager and coordinating sales site inspections. Supporting the Sales and Marketing department with administration duties. The Sales and Marketing Coordinator's responsibilities include supporting sales, coordinating with other departments, problem solving, handling administrative duties, budget tracker, Sales and client tracking, assisting the Sales Manager with rate contracts and tracking thereof.  Arranging extensive travel arrangement local and international for department.  Strong Admin skills required.

Sales and Marketing Coordination:

• Helping the Sales and Marketing managers to improve their productivity by contacting customers to arrange site inspections and ensuring all Managers have high-quality, up-to-date support material.
• Handling urgent calls, emails, and messages when Director of sales and marketing is unavailable, answering customer queries, informing them of delays, issuing quotes, and scheduling and assisting with site inspection.
• Following up on quotes and assisting with conversion.
• Collaborating with other departments to ensure sales, marketing, queries, and events are handled efficiently.
• Developing and maintaining online filing systems to maintain sales records, prepare reports, and provide financial information to the finance department.
• Preparing a function sheet and coordinating pre-con and post mortem of events.
• Making the company's services as attractive to potential customers as possible.
• Ensuring adherence to laws, regulations, and policies.
• Collaborating with External Marketing Consultants to ensure that the Digital Strategy is aligned with all marketing efforts and that all collateral is aligned to promote the image of Pullman Hotel Cape Town City Centre Hotels.
• Coordinate digital media related queries
• Manage Trip-advisor listing, Q&A and responds to reviews
• Innovate, implement and drive ACCOR local campaigns, events.
• Manage Pullman Hotel Cape Town City Centre website with External Marketing Consultants
• Distributing approval contracted rates, with client follow up and record or report keeping.
• Assisting with any administration related functions.

 Operational duties:

• Maintain a thorough knowledge of the room locations, types of rooms, package plans and all hotel facilities
• Conduct regular walk about and site inspections to familiarize with current hotel operational standards.  Report any concerns to the Sales Manager or Director of Sales and Marketing.
• Be available to assist with site inspections for potential clients
• Be available during busy periods to oversee events, which may be over weekends or late evening.

Systems & Procedures:

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals
• Complete all duties and ensure a concise hand over
• Train and familiarize yourself with all Accor Sales and Marketing related training, especially the mandatory trainings that are required for your position.

 Guest service and Employee Relationships:

• Always Recognize and greet the guests first
• Respond to any reasonable tasks as assigned by superiors
• Provide efficient, friendly, and professional service to all guests
• Guest needs and requests are anticipated and acted upon immediately in an efficient manner. Requests outside area of authority are referred immediately to the appropriate personal and followed up on to ensure the Guest is ultimately satisfied
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise
• Work together with trust so that colleagues and management meet the goals of the department/Hotel
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers.
• Colleagues and superiors of the hotel are always dealt with in a polite and helpful manner. Ensure good relationships are always kept with colleagues and superiors and report any personnel differences that may threaten the cohesion of the team and colleagues
• Responsible for the acquisition and maintenance of all corporate/travel trade/leisure/government/niche/mice/international clients of the hotel, together with the Sales and Marketing Manager.
• Listen to clients’ requirements and present appropriately to make a sale, negotiate the terms of an agreement and closing the sale
• Cold call potential clients via telephone and emails and arrange meetings for new business
• Regularly attend/host events where top clients and new clients are entertained

Environmental and Social Responsibility:

• Work closely with the hotel in participating where possible in community-based projects
• Maintain awareness of new initiatives and the continuously growing social economic Program of the hotels               
• Assist with power and electricity usage by not having lights or any electrical appliance on that could be switched off when not in use
• Participate and actively control all forms of waste and ensure accurate recycling of all glass, papers, plastics, aluminum, and steel form all areas to waste
• Actively participate in all social development drives with local communities and initiatives
• Actively participate in the food & beverage waste program of the Hotel
• Reduce the use of paper by not printing unnecessarily and recycle used paper

General and other Duties:

• The above listed criteria identify the key areas of responsibility of the position and are not all-encompassing description of duties and tasks. The above criteria will be subject to ongoing review and adjustment
• The position required the employee to perform tasks in any area of the hotel as requested by Management from time to time
• Abide by Accor policy on EEO and Harassment in the workplace
• Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment, and victimization
• The position required the employee to maintain a high standard of personal appearance and hygiene and ensure that uniforms meet with the Hotel’s requirements and in line with the desired image of the Hotel
• Ensure security and protection of Guests the belongings as best possible, report any items left behind by guest
• Be committed to the safety of Guests at all times and report any suspicious activity in the hotel to the Manager
• Practice Safety at all times including constant awareness of safety hazard
• Reports to work on time and according to posted schedule
• Agree to continuously improve and develop his/herself, by attending scheduled training courses as directed by Management and being committed to making the absolute most of the given opportunity
• Be committed to the highest level of service to the Hotel Guests, courtesy to fellow colleagues and a commitment to all environmental social and developmental training initiatives

Qualifications

• 1–2 years of experience in a marketing or sales support role
• Strong organizational and time-management skills
• Excellent written and verbal communication skills
• Strong attention to detail 
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Ability to analyze data and draw actionable insights
• Team-oriented with a proactive and adaptable approach