Located in the heart of each destination it calls home, a stay at any Fairmont hotel is truly unforgettable. Known for its grand and awe-inspiring properties and thoughtful and engaging colleagues who aim to make each and every stay a cherished and memorable experience, Fairmont hotels have served as the extraordinary settings for globally significant mom...
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Job Description
Scope of position:
- Reporting to the Sous Chef, the Chef de Partie will be focused, with special attention placed upon continuous practice to master skills and tasks assigned to them by their supervisors.
- They will be able to fully manage sections assigned to them and supervise staff.
- Always act in a professional manner using the company’s Mission, Vision, and Values.
- The Chef de Partie will strive to exceed guest expectation and take the culinary team to go from good to great.
Responsibilities:
Communication and Conduct
- Attend daily shift briefings to keep yourself informed of daily operational requirements.
- Conduct daily shift briefings to kitchen colleagues in absence of Sous Chef
- Lead by example using AccorHotels’s: Mission, Vision & Values
- Communicate daily with supervisors to ensure open lines of communication.
- Ensure all kitchen colleagues are aware of standards & expectations.
- Promote a fun/ professional and disciplined work environment.
- Actively share ideas, opinions & suggestions in daily shift briefings.
- Always present yourself in a full chef’s uniform following all personal hygiene and grooming requirements
- Support & motivate kitchen colleagues.
Health and Safety
- Always promote Health and Safety
- Ensure personal knives and tools are at the utmost cleanliness and always maintained.
- Ensure proper hygiene practices are always followed in line with the Cape Grace, managed by Fairmont Food Safety Programme.
- Ensure that all areas in the kitchen are always kept clean and tidy.
- Adopt a clean as you go approach.
- Assist in clearing, cleaning, washing within the kitchen, including in-depth cleaning, using any approved specialized products and methods laid down.
Stock Management
- Ensure storeroom requisitions requested are accurate to minimize repeat visits.
- Maintain cleanliness and proper rotation of stock in all chillers following FIFO system.
- Ensure stock is stored and labelled correctly.
Training and Development
- Strive to develop as a leader by attending Accor Hotels Managerial Courses
- Support/Coach/Lead & Motivate kitchen colleagues.
- To undergo training in both formal courses and on-the-job to develop cooking and kitchen organizational skills.
- Actively seek tools for self-growth and development.
- Complete all assigned trainings on Ines.
- Maintain consistent on the job training sessions for culinary colleagues.
Sustainability and Stock
- Always minimize wastage/ spoilage and record wastage on Winnow system.
- To aid stock taking within the total Kitchen Department in conjunction with the Head Chef.
- Lead by example when processing any fresh produce with respect to technique to use the product to its fullest yield.
Food Quality and Control
- Strives to maintain & improve all food preparations & presentations.
- Strives to improve Guest Satisfaction results for Food Quality
- Act as an extension of kitchen managers to communicate food consistency & quality.
- Daily checks of all mise en place to ensure freshness & quality standards.
- Support colleagues on sections to ensure consistency.
- Perform tasks to the standards & expectations set forth, ensure that all food cooked and served is of a high quality and served at a safe and appropriate temperature.
- Complete assigned tasks in an efficient and timely manner.
- Assign and follow – up tasks as dictated by business volumes and supervisors.
- Performs any other reasonable duties as required by the department head.
Qualifications
- Have a strong working knowledge of ingredients and products with a strong knowledge in international cuisine.
- 5 years of experience in a luxury hotel environment
- Accreditation from a recognized Culinary School (an asset)
- Food Hygiene and Safety trained.
- Strong communication skills
- Enthusiastic and guest driven.
- Computer literate in Excel, Word, Outlook, Materials, and e- mail.
- Analytical and Conceptual thinking ability and implementation skills
- Must be flexible in terms of working hours.
- Must be physically fit.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
- 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, including anticipation,
- prevention, identification, and solutions as necessary.
- Must possess outstanding guest services skills.
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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
Scope of Position:
- The Housekeeping Supervisor will manage the daily operations of his/her assigned section ensuring the ultimate comfort, cleanliness, safety and standards for all guest and members as expected by Fairmont Hotels & Resorts.
- He/she will maintain superior standards of presentation, maintenance and cleanliness in all areas of the hotel while ensuring the safety and confidentiality of all Guests. He/she will act as a leader to all housekeeping team members and assist with Guest and Colleague concerns.
Responsibilities
- Maintains a presence as requested at hotel / department meetings and committees.
- Always complies with Fairmont standards and regulations to encourage safe and efficient hotel operations.
- Handle Guest concerns and react quickly, logging and notifying proper areas to service them.
- Actively participate in daily briefing, daily warm up and department meetings
- Ensures Room Attendants are informed daily about VIPs, extras – priority in their section.
- Ensures check-out rooms are returned in a timely manner.
- Verifies rooms with Privacy Please indicators and co-ordinate make up with Room Attendants
- Assists with and lead Room Attendant, Turndown Attendant, and House Attendant with daily duties.
- Train and coach colleagues on expected standards of service
- Conducts daily inspections of guestrooms and floors.
- Be knowledgeable on all current guest services and events in the hotel.
- Inspects show rooms, guestrooms, guest elevator foyers, storage and supply rooms, and Room Attendant's carts and closets to ensure the quality of work of the housekeeping team.
- Notify Room Attendant/House Attendant of any deficiencies found and return to correct when applicable. Re-inspect corrected room.
- Physically check discrepant rooms to ascertain status. Confirm status of all rooms at end of day.
- Reports any damage, special cleaning, change of soft furnishings etc. to Executive Housekeeper or the Assistant Housekeeper during her absence, on any issues in all areas of the hotel.
- Confirm that all daily duties are completed to standard by: Room Attendants and House Attendant
- Must be able to perform all Room Attendant and House Attendant duties.
- Work with all Housekeeping staff to maintain and improve guest service scores.
- Ensures all guestrooms have proper furniture; fixtures and amenities and that all set standards for placement are being followed.
- Ensures all Lost and Found items are logged on the system in the HSK shared file and handed in by Security.
- Ensures any Health/Safety matters are reported and followed up.
- To conduct proper handover with each day Floor Supervisor to keep seamless information flow.
- To check any late check outs and non-checked rooms for update before 6pm
- Carry out any reasonable duties not detailed in the scope.
Qualifications
- Fluency in English (verbal & written) essential.
- High school qualification preferred.
- Minimum 1 year’s experience in a supervisory capacity in a hotel housekeeping environment
- Proven training skills.
- Experience with Hotel Property Management System, Opera desirable.
- Must be proactive with a meticulous eye for detail.
- Strong organizational, supervisory and communication skills.
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful, high-pressure situations.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and Guest.
- Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work well with limited supervision.
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Job Description
Scope of position:
- The Commis Chef will be focused, with special attention placed upon continuous practice to master skills and tasks assigned to them by their supervisors.
- Always act in a professional manner using the company’s Mission, Vision, and Values.
- The Commis Chef will strive to exceed guest expectations and take the culinary team to go from good to great.
Responsibilities:
Communication and Conduct
- Attend daily shift briefings to keep yourself informed of daily operational requirements.
- Communicate daily with supervisors to ensure open lines of communication.
- Promote a fun/ professional and disciplined work environment.
- Actively share ideas, opinions & suggestions in daily shift briefings.
- Always present yourself in a full chef’s uniform following all personal hygiene and grooming requirements.
- Support & motivate kitchen colleagues.
Health and Safety
- Always promote Health and Safety
- Ensure personal knives and tools are at the utmost cleanliness and always maintained.
- Ensure proper hygiene practices are always followed in line with the Food Safety Programme.
- Ensure that all areas in the kitchen are always kept clean and tidy.
- Adopt a clean as you go approach.
- To assist in clearing, cleaning, washing within the kitchen, including in-depth cleaning, using any approved specialized products and methods laid down.
Stock Management
- Maintain cleanliness and proper rotation of stock in all chillers following FIFO system.
- Ensure storeroom requisitions are accurate to minimize repeat visits.
- Ensure stock is stored and labelled correctly.
Training and Development
- To undergo training in both formal courses and on-the-job to develop cooking and kitchen organizational skills.
- Actively seek tools for self-growth and development.
- Complete all assigned training on Ines.
Sustainability and Stock
- Always minimize wastage/ spoilage and record wastage on Winnow system.
- To aid stock taking within the total Kitchen Department in conjunction with the Head Chef.
Food Quality and Control
- Perform tasks to the standards & expectations set forth, ensure that all food cooked and served is of a high quality and served at a safe and appropriate temperature.
- Daily checks of all mise en place to ensure freshness & quality standards.
- Complete assigned tasks in an efficient and timely manner.
- Act as an extension of kitchen managers to ensure food consistency & quality.
- Assign and follow – up tasks as dictated by business volumes and supervisors.
- Performs any other reasonable duties as required by the department head.
Qualifications
- Have a strong passion for food.
- 1 year of experience in food production environment
- Food Hygiene and Safety trained.
- Have an enthusiastic and positive attitude.
- Be driven to succeed.
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Job Description
Scope of Position:
- The position of Supervisor is dedicated to exceeding expectations of both internal and external guests to ensure the highest level of service is consistently provided. Teamwork is the key to success in providing a warm and personal experience.
- The Supervisor’s role will be to ensure excellent guest service is rendered with the support of the Servers, Assistant Servers and the Food Servers.
- The Supervisor will ensure, all hotel policies and procedures and standards of service are adhered to by the team.
- The Supervisor will also offer support to all colleagues, a team of professionals with a passion for food and beverage with regards to work and personal development.
Responsibilities:
- To report for duty punctually, in full uniform according to appearance and grooming standards
- To promote and maintain a positive working relationship at all times with all colleagues.
- Being a leader, he/she needs to lead by example, therefore needs to demonstrate a complete understanding of all policies and procedures as per the Fairmont standards.
- To follow all departmental policies, procedures and set service standards as outlined in Fairmont Standards.
- To consistently offer professional, friendly and warm hospitality to all guests.
- To foster and practice teamwork and cooperation with all other positions existing in the outlet.
- To attend all required training sessions and be aware of any changes to menus, hotel and departmental policies and procedures, service standards as well as business trends and requirements.
- To take ownership and uphold the company values.
- To act according to the general Food and Beverage Basics.
- To use empowerment to turn challenges into opportunities.
- To demonstrate a complete knowledge and understanding of the sequence of service, Food and Beverage service standards, and all other service standards as outlined in the job task list.
- To have full and complete knowledge of the food menu, dessert menu, coffee and tea menu as well as all other beverage menus and the wine list.
- To know about menu items, ingredients, preparation methods and garnishes for all dishes.
- To be able to guide the guest through the menu and make any suggestions or recommendations in the guests’ interest.
- To be able to answer any guest question about food items, beverages and wines in an informative and helpful way.
- To be aware of all cashiering procedures and the handling of all payment methods.
- To understand and follow all Micros procedures and policies as per the Fairmont standards.
- To lead and guide the Servers and Food Runners, ensuring efficient and effective teamwork.
- To communicate all service requirements to the respective team members in an efficient and effective way.
- To be an effective speaker and pass necessary information in briefings.
- To ensure that all work areas and stations are kept clean and tidy at all times.
- To perform all opening, side and closing duties as well as all daily and weekly duties to the set standards.
- To attend pre-shift, weekly and monthly meetings to be well-informed about all events, promotions and other news.
- To understand how to operate all the equipment used in the outlet and to protect all assets in the outlet and in the hotel.
- To assist all guests (internal and external) with any enquiries or requests, in a pleasant helpful manner.
- To actively participate in and follow all health and safety policies and procedures set out for the hotel.
- Carrying out any miscellaneous duties and responsibilities as requested by your manager pertaining to total quality service delivered.
- Required to perform other duties as and when required.
Qualifications
- 2-3 year in a similar position.
- Proven experience as food and beverage supervisor or similar role in an upscale high-volume establishment.
- Excellent people skills with a customer service orientation.
- Outstanding leadership abilities.
- Up to date with food and beverages trends and best practices.
- Ability to stay calm under pressure.
- Excellent communication and interpersonal skills.
- Excellent interpersonal skills and a team player attitude.
- Willingness to learn new concepts and ideas.
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Job Description
Scope of position:
- The Demi Chef d Partie will be focused, with special attention placed upon continuous practice to master skills and tasks assigned to them by their supervisors.
- Always act in a professional manner using the company’s Mission, Vision, and Values.
- The Demi Chef d Partie will strive to exceed guest expectation and take the culinary team to go from good to great.
Responsibilities:
Communication and Conduct
- Attend daily shift briefings to keep yourself informed of daily operational requirements.
- Communicate daily with supervisors to ensure open lines of communication.
- Promote a fun/ professional and disciplined work environment.
- Actively share ideas, opinions & suggestions in daily shift briefings.
- Always present yourself in a full chef’s uniform following all personal hygiene and grooming requirements
- Support & motivate kitchen colleagues.
Health and Safety
- Always promote Health and Safety
- Ensure personal knives and tools are at the utmost cleanliness and always maintained.
- Ensure proper hygiene practices are always followed in line with the Cape Grace, managed by Fairmont Food Safety Programme.
- Ensure that all areas in the kitchen are always kept clean and tidy.
- Adopt a clean as you go approach.
- Assist in clearing, cleaning, washing within the kitchen, including in-depth cleaning, using any approved specialized products and methods laid down.
Stock Management
- Ensure storeroom requisitions requested are accurate to minimize repeat visits.
- Maintain cleanliness and proper rotation of stock in all chillers following FIFO system.
- Ensure stock is stored and labelled correctly.
Training and Development
- To undergo training in both formal courses and on-the-job to develop cooking and kitchen organizational skills.
- Actively seek tools for self-growth and development.
- Complete all assigned trainings on Ines.
- Motivate and support skill development of commis position chefs.
Sustainability and Stock
- Always minimize wastage/ spoilage and record wastage on Winnow system.
- To aid stock taking within the total Kitchen Department in conjunction with the Head Chef.
Food Quality and Control
- Support Chef d Parties on sections to ensure consistency.
- Perform tasks to the standards & expectations set forth, ensure that all food cooked and served is of a high quality and served at a safe and appropriate temperature.
- Daily checks of all mise en place to ensure freshness & quality standards.
- Complete assigned tasks in an efficient and timely manner.
- Act as an extension of kitchen managers to ensure food consistency & quality.
- Assign and follow – up tasks as dictated by business volumes and supervisors.
- Performs any other reasonable duties as required by the department head.
Qualifications
- Have a strong working knowledge of ingredients and products.
- 2 years of experience in a luxury hotel environment
- Accreditation from a recognized Culinary School (an asset)
- Food Hygiene and Safety trained.
- Strong communication skills
- Enthusiastic and guest driven.
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Job Description
Scope of Position:
- The Assistant Food & Beverage Manager will report directly to the Director of Food & Beverage and will have the assistance of Supervisors.
- The successful candidate will need to be comfortable with busy, high-quality operations, managing multitasks as well as have strong interpersonal skills.
- He/She will be responsible for all the Food and Beverage Operations which includes all culinary areas.
- Oversees Guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals.
- Demonstrates knowledge and proficiency of all applicable Food and Beverage laws and regulations.
- Develops and implements business plan for the Food and Beverage Division and always
Responsibilities:
Leading Food and Beverage Team
- Manages the operations of the Food and Beverage departments
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Oversees all culinary, restaurant, beverage and room service operations.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Provides excellent customer service to all employees.
- Responds quickly and proactively to employee's concerns.
- Provides a learning atmosphere with a focus on continuous improvement.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Monitors and maintains the productivity level of employees.
- Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
- Sets clear expectations with the employees and team leaders and verifies that appropriate rewards are given if expectations are exceeded.
- Perform other duties as and when required.
Ensuring Exceptional Customer Service
- Provides excellent customer service.
- Responds quickly and proactively to guest's concerns.
- Understands the brand's service culture.
- Drives alignment of all employees, team leaders and managers to the brand's service culture.
- Sets service expectations for all guests internally and externally.
- Takes ownership of a guest complaint/problem until it is resolved, or it has been addressed by the appropriate manager or employee.
- Verifies all functions are up to standard and exceed guest's expectations.
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviours.
- Manages day-to-day operations, drives quality, and verifies standards are meeting the expectations of the customers on a daily basis.
Managing and Conducting Human Resource Activities
- Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
- Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
- Develops an action plan to attack need areas and expand on strengths based on employee engagement and guest satisfaction results.
Additional Responsibilities
- Complies with all corporate accounting procedures.
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluates results to choose the best solution and solve problems.
- Drives effective departmental communication and information systems through logs, department meetings and property meetings.
- Initiatives to aid with the continued development of the colleagues positioning as a leader in Food & Beverage service and as a Food and Beverage destination.
- Ongoing control and enhancement of quality standards and guest service.
- Daily supervision, coordination and direction of the outlet colleagues and leaders, anticipating and ensuring prompt, courteous service.
- Ensuring that Restaurant/Bar maintains a first class and positive visual impact including ambiance, cleanliness, orderliness, décor and service flows.
- Working together with the Culinary Department, to develop new menu ideas and promotions.
- Working with the teams to create new ideas and promotions resulting in increased opportunities for Food & Beverage Sales.
- Working with the kitchen, stewarding and all restaurant leaders to ensure and promote that teamwork is a strong component of the daily service culture.
- Assist with recruiting, staffing and scheduling ensuring an adequate balanced staff and leadership level while maintaining forecasted productivities.
- Ensuring a safe and healthy work environment for all guests and colleagues
- Monitoring and continued development of food & beverage controls.
- Ensuring all training processes are set up and maintained for all leaders and colleagues.
- Reports suspicious people, parcels, and behaviors to Security.
- Ensures adherence to Accor Code of Ethics
Qualifications
- High school diploma or GED.
- 4 years’ experience in food and beverage management, culinary, or related professional area.
- Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
- Entrepreneurial thinking and analytical business thinking required.
- Proficient in the English language (verbal & written), second language is 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.
- Must be computer literate and analytical.
- Enthusiastic and guest driven.
- Must be able to prioritize, organize and be self-efficient.
- Able to perform under pressure.
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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 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
Method of Application
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