Job Description


Represents the business in the marketplace and with the Sales Manager, is the principle liaison and point of contact between the Operations and the 3rd Party Distributors (OTA’s, STO’s, Wholesalers, PCO’s, Travel Agents).
The Sales Executive takes responsibility for positioning the business and its services and offerings, in the marketplace with the intention of maximising... occupancy at the highest possible rate.
This role works closely with the relevant Department Teams to ensure a coordinated effort between Sales, Reservations and the Operations to ensure that interested parties are conducted on comprehensive site surveys in the organisation’s properties.
The role also ensures that 3rd Party Distributors, Consortia, OTA’s and PCA’s receive timely deliveries of up-to-date Service, Rate and Promotional/Campaign information for inclusion in their on-line and paper marketing materials.
The Sales Executive may, with the Sales Manager, attend trade shows and events to promote and sell the hotel and its services.  


Qualifications


Degree or equivalent in Hospitality Management / Financial Management
Extensive Background in Sales and Marketing
3 Years of experience in the Sales operations of a luxury hotel
Ability to effectively communicate with others in English (written and spoken)
Proficient user of OPERA
Proficient in the application of Up-Sell and Cross-Sell strategies
Proficient in collecting market data for analysis and creation of Market Studies
Ability to effectively communicate with others in English (written and spoken)
Ability to anticipate future circumstances, conditions and requests and use these scenarios to plan for the future
Proficient in the application of Financial good practice
Proficient in the management of the various booking channels 
Proficient user of Microsoft Office software applications more

Job Description

Reporting to the Cluster General Manager, the position is primarily responsible for achieving the optimal mix of rooms and conference sales revenues to achieve budget RevPAR targets.

This will be done through effective pricing strategies, implementation of achievable revenue plans and production of historical data.


Maximize Revenue Incomes for Individual, Group and... Conference business
Implement weekly RevPro meetings with a directive on Revenue Strategies.  Discuss Sales Strategies with Sales and Marketing Manager and General Managers
Maintain and manage all Reservation Channels, ensuring RIL rate integrity policies
Analyse Market Conditions and Trends
Analyse Business Opportunities
Develop, execution and review an optimal revenue strategy
Provide Education and training to Front Office, Reservation, and Sales
Active role in Forecast and Budget creation and Sales and Marketing Plan
Creation of a team-working environment promoting morale and commitment, pride, and performance in the reservations department and the hotel
Ensures all directions are followed at the request of Senior Management
To manage the room inventory to maximize yield per available room
To educate team members on local, regional, and corporate programs
To analyse the impact of promotional programs
Update and maintain all 3rd party websites on a daily basis
Update and maintenance of GDS – TARS & Hotel Distribution
Set daily selling hurdle and market rate to maximize yield
Implement an upselling program
Maintain communication of any changes to Senior management
Effective communication on the hotel level and with the Regional Director of Revenue
Create and Communicate overbooking policy and adjust according to market mix, daily movements, historical wash, and lead times
Competition analysis for all main reservation channels
Recording turn-aways in PMS
Update daily Pickup report
Review of no-shows with Sales and Marketing and decision about charging fees
Controlling all reservation movements for standard coding with direct feedback and monthly training on mistakes
Ensure correct market segmentation of gained business


Qualifications

Success in the role will be determined through evaluation by demonstrating the following minimum qualifications:


Minimum 5 years’ experience in Revenue Management at a Hotel is preferable
Strong business acumen and ability to identify and capitalize on business opportunities
Multi-property management is a plus
Excellent leadership, motivation, and communication skills.
Strong computer skills and number oriented
Written and spoken professional business English language
Good presentation skills
Advanced Microsoft Excel and prior experience with revenue systems are required
Demonstrate the ability to forecast sales and trends in the market
Ability to work in a stressful environment and good analytical approach to problem-solving
Proven ability to build and maintain good relationships
Communicate thoughts, actions, and opportunities clearly with assertive skills more

Job Description


Assists the General Manager by overseeing, coordinating and directing the accounting and financial reporting activities of the Department Team and the hotel.
The Financial Controller is the custodian of the financial management system and the hotel budgets. He/she supervises the setting up and effective managing of the Accounting, Budgeting, and Financial Control systems.... The Financial Controller manages daily cash usage.
This role works closely with the relevant Department Teams to achieve sound financial accountability throughout the operation. This role also ensures that suppliers are paid within the agreed specification to ensure consistency of supply thereby making sure that guests receive exceptional levels of personalised service always.  
The role reports on weekly, monthly, quarterly, and annual financial performance and recommends operational actions to improve the financial position of the business. The Financial Controller coaches’ senior managers on Financial Management approaches and language.


Qualifications


A recognised Degree or higher in Accounting
5 years of previous experience in overseeing the financial operations of a Luxury Hotel
Proficient user of Accounting Software packages
Knowledgeable user of OPERA PMS
Proficient user of Sage 300
Proficient user of Microsoft Office software applications
Vast knowledge of South African Accounting standards
High degree of confidentiality and protection of sensitive information more

Job Description

Position scope:


As a F&B Reservations and Events Agent with Fairmont Hotels & Resorts, you will be an ambassador for the exceptional service and cuisine that are hallmarks of our dining experience. Your warm service and efficiency make our guests feel welcome and valued – and set the stage for a memorable meal/event. Together, let’s turn moments into... memories.


Responsibilities:


Consistently offer professional, friendly and engaging service
Book and enter Dining reservation requests using computerized reservation system.
Detailed knowledge of all Food & Beverage Outlets and their menu offerings.
Promote and sell any in-house or upcoming Food & Beverage events.
Work closely with all Food & Beverage Outlets to communicate any guest requests or special celebrations.
Answer telephone and email inquiries in a timely manner
Assist guests regarding hotel facilities in an informative and helpful way.
Ensure a clean and safe working environment, and actively participate in health and safety initiatives.
Adhere to all hotel environmental policies and initiatives.
Performs any reasonable duty as instructed from time to time.


Pipeline level


Manage self.


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 all departments, 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.
Ensuring that our turnaround time is adhered to.


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.


Qualifications


Grade 12 or equivalent
A Hospitality Management qualification is a strong recommendation.
Previous Experience in Reservations required.
Proficiency in English (Verbal, Written, Reading)
Computer literate in Microsoft Window applications required.
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
Dine plan experience would be advantageous
Above average Numerical skills
Above average ability to communicate at all levels of the organization.
Previous customer service-related experience required.
Self‑motivated, with the ability to make effective decisions.
Demonstrates initiative, and the ability to work with minimal supervision.
Ability to maintain high service levels under pressure.
Ability to consistently stand and walk through out shift. more

Job Description

Purpose of the role: 


To ensure the smooth running of the Front Office Department thereby providing the delivery of exceptional service to our guests and Front Office Staff 
To oversee sub-departments within Front Office 
Coaching and mentoring staff to achieve Fairmont Standards 
To offer support to line staff and management. 
To identify growth potential amongst... the staff and to provide ongoing training and guidance. 


Main Responsibilities: 

Financial: Satisfied Shareholders: 


Analyse billing instructions and ensure that all agent invoices are correct before sending them to the accounts department. 
Ensuring time sheets for all staff are captured correctly and that all monthly commissions are submitted timeously. 
Ensuring that staff are rostered according to Hotel occupancy. 
Ensuring accuracy with cashing up of cashiers and spot checking cashier floats on a regular basis. 
Ensure that all floats are sealed away in the safe before close of your shift.  
Sound understanding of budgets and cost control 
To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
To assist in the preparation of the annual budget in related areas and ensure it is well worked during the year 
Ensuring that stock levels are maintained for office use and welcome back gifting and that all paperwork relating to suppliers are submitted timeously to ensure accurate payment to suppliers. 
Monitor the PQ-status as well as the credit limits of all in-house guests. 
Ensuring that all courier service is up to date, charged accordingly and signed invoices are sent to accounts to process. 
Ensuring that all transfers and tours are charged correctly in accordance with the concierge team. 
Authorising all cash advance requests of guest and ensuring accuracy of charging procedure. 
Driving opportunities to enhance department revenue by identifying upsell and sale opportunities. 
Monitoring department expenses in accordance with occupancy and budgets.  
Ensuring timeous submission of salaries on a monthly basis. 
To co-ordinate any commission payments within the sub-department. 
Timeous submission of all statements / invoices relating to month end department expenses.  
Ensuring that all clearing accounts balance at month end.  
Communicating to staff on a daily basis with regards to revenue targets. 


Customer Service: Delighted Customers: 


Models the Organizational Values and Fairmont Memorandum 
To ensure effective liaison between Front Office staff and other departments 
To be available to deal effectively with all guest complaints and staff related issues  
Ongoing interaction with guests to facilitate upselling and ensuring the communication procedure is followed. 
To act as a House Manager when required 
To continually implement and encourage new ideas for improvement of the product 
To ensure accurate and timeous submission of all reports and relevant administration work 
To ensure effective running of PMS, PABX and all related interfaces in conjunction with the IT managers 
To ensure that the following guest programs are operated efficiently: Children / Honeymoon / Incentives & gifts / Welcome Back Guests/ Long Stay’s / Arrivals preparation for the next day. Ensuring that guest correspondence and special requests are carried out accordingly. 
To deputize for the Front Office Manager in their absence 
Conduct LQA assessments  
Determine the training needs of the team and in turn train the team accordingly.   
Nominate our team for the heartiest of the month program.  
Element new initiatives on enrolling All members.  
Complete month end stock take.  
Complete and distribute the monthly rostering of the team.  


Processes: Effective Processes: 


Creates and maintains department Standard Operating Procedures, 
Ability to enhance guest product and experience though ongoing innovation to improve operation.  
To recruit above Front Office staff thereby maintaining appropriate staffing levels and skills  
Ensuring guest value add programme runs efficiently and ensuring accurate product knowledge. 
Ensuring Health and Safety standards are maintained within the sub-department and act in accordance with regular assessments to eliminate possible risks.  
To assist with maintaining Health and Safety standards and to promote regular assessments to eliminate possible risks within the department. 
Ensuring a constant update in standard operating procedures as the product and service requires. 
Ensure that the Back Office area is clean and tidy at all times  


Learning and Growth: Motivated and Prepared Workforce: 


To give necessary direction, inspiration, motivation and support to the relevant sub-departments within Front Office, in line with Fairmont values, strategies and philosophies 
To ensure that staff adhere to all hotel policies and procedures 
To complete performance reviews and partnering initiatives when required 
To identify training needs and ensure that training is scheduled accordingly 
To draw up induction programmes and ensure an effective Godfather system 
To mentor, coach, counsel and discipline staff, as required 
To draw up fair rosters to ensure maximum staff productivity 
To ensure that regular sub-dept. and monthly Front Office meetings are held  
To facilitate cross training within the Front Office department and to co-operate with other departments on cross training 
To ensure that a comprehensive educational programme runs throughout the year. 
Regular feedback sessions with individual staff to monitor growth and development. 


General knowledge and responsibilities: 


Has a thorough knowledge of the hotel and all services provided to the guest 
Have a general knowledge of Cape Town surroundings and popular guest attraction areas.  
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  
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 by Front Office  
Assisting with recruitment for the department. 
Management of IR/ Disciplinary enquiries  


Qualifications


Grade 12 or equivalent, 
A Hospitality Management qualification is a strong recommendation, 
3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
Proficiency in English (Verbal, Written, Reading), 
Demonstrated experience using: 
Fidelio Opera Property Management System 
Microsoft Office Suite to at least Intermediate level 
Stock Control Systems 
Superior Customer Service and Liaison skills 
Above average problem solving skills, 
Above average ability to communicate at all levels of the organisation 
Well-developed supervisory skills 
Ability to lead from the front and to manage a team. 
Drive innovation 
Grade 12 or equivalent, 
A Hospitality Management qualification is a strong recommendation, 
3 Years’ Experience in the Front of House or Food and Beverage department of the hospitality industry, 
Proficiency in English (Verbal, Written, Reading), 


Demonstrated experience using: 


Fidelio Opera Property Management System 
Microsoft Office Suite to at least Intermediate level 
Stock Control Systems 
Superior Customer Service and Liaison skills 
Above average problem solving skills, 
Above average ability to communicate at all levels of the organisation 
Well-developed supervisory skills 
Ability to lead from the front and to manage a team. 
Drive innovation more

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. more

Job Description

Scope of Position:


Reporting to the Housekeeping Management, the Room Attendant is responsible for ensuring we provide the highest level of cleanliness in our Guestrooms whilst providing day cleans and nightly turndown service for all guestrooms.


Requirements:


Must possess outstanding guest services skills, professional presentation and sophisticated... communication skills.
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 physically fit.
Must have sound knowledge of beverages and cocktails.


Responsibilities:           


Responsible for signing in and out master keys daily.
Maintain proper usage of cleaning supplies and equipment.
Update and mark all rooms assigned to the Room attendant on their assignment paper.
Keep linen closets, supply closet and landing organized and clean.
Empty vacuum cleaner each time it is nearly full.
Reports any problems or questions to Supervisor assigned to your floor.
Aid guest and colleagues in a courteous manner.
Use hands to lift, carry, or pull objects that may be heavy.
Understand simple instructions, learn simple procedures and techniques.
Perform routine work or the same task daily.
To use “Cleaning in Progress” sign and keep the doors always closed, when making up rooms
To call In Room Dining for removal of trays/trolleys
To report instantly to your Floor Supervisor any Lost and Found items.
To report any equipment malfunctioning.
To report any suspicious persons to Housekeeping office or other parts of the building.
To report anything which may be a Health & Safety hazard.
Maintain excellent grooming and uniform standards.
Read, Understand, and follow all department policies.
Report all valuables and if the safe is open to the Floor Supervisor and follow the Valuables and safe SOP.
Be prepared to carry out any other duties that may occur from time to time.
Attend all proposed trainings.
Attending pre-shift briefing on each shift.
Perform other duties as and when required.


Early Shift:


To be responsible for reporting any rooms which do not require service, Privacy Please, not slept in at 14h00 on assigned floor to the Floor Supervisor and note it on your assignment paper.
To report to floor Housekeeper any mattress protector, blankets, bedspreads, valances in need of change.
Ability to clean set number of rooms per shift but may vary depending on the operational requirements.


Turndown:


Responsible to pick-up at the start of shift all linen necessary for turndown work (Bedside mats, Terry, etc.)
Turndown: Overall tidying of occupied guestrooms to include, but not limited to: dusting, arranging guest belongings neatly, turndown beds, remove soiled linen, retrieve clean linen from linen closets if required, vacuuming if required, bathroom cleaning if required, replenish rooms with supplies, etc. as per Fairmont standards.
To be responsible for reporting any rooms which do not require service, Privacy Please, not slept in at 20k30 on assigned floor to the Floor Supervisor and note it on your assignment paper.
Ability to turndown set number of room per shift


Qualifications


Work experience in a 5-star environment preferable
Basic understanding and writing of the English language. more

Job Description


Performance as detailed in the Departmental Operations Manual to ensure the efficient operation of the department in accordance with Hotel Policy.
Creating new menu items & training the team
Ensures that guest needs and expectations are met by providing a consistently high standard of food preparation and presentation.
Assists in establishing the identity of the outlet... by providing the standards of food presentation required by each outlet.
Is aware of the method of preparation and the standard recipe for every menu item in his kitchen and always follows the procedures.
Maintains and cleans all work areas, kitchen equipment and utensils to the high standards of cleanliness and hygiene required by the hotel.
Co-ordinates with colleagues whenever necessary regarding operational problems.
Is familiar with the operational procedures of all equipment in the kitchen and operates them in the correct manner to ensure the maximum efficiency and personal safety


Qualifications


Strong experience in Japanese Kitchen ideally in a 5* hotel
3 years and above experience.
Excellent communication skills (verbal and written)
Team player with Diploma or equivalent qualification
Excellent verbal communication skills
Dynamic, Hardworking attribute
Flexible
Supportive attitude
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively and collectively as part of a team
Add diplomas/certifications required if needed more

Job Description

Position scope:


The Groups and F.I.T Agent will exceed our guests’ expectations in planning and executing each stay with us while ensuring the best return value for the hotel. The Groups and F.I.T 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.


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.
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.
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.
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.
Has an understanding of Groups - including cut off dates, blocking and booking policies and procedures.
Manage and follow up on all deposit payments in line with the FIT and group 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.
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.
Maintaining a group’s spreadsheet, distributed weekly / monthly, providing group status updates for the financial year.
Create and update all individual guest and party reservations. Drawing up of Party and Group Sheets with detailed information pertaining to each department - communicating these documents with the required notice 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.
Actively manage group room blocks in terms of pick-up and wash, ensuring timely release of unused rooms. Daily follow-up of Inquiry & Tentative status groups according to the timelines provided to the client in order to effectively manage inventory.
Issuing of group contracts, pro-forma invoices within the group terms and conditions. 
Manage time split with individual Reservations and Group time ensuring that all duties are completed for each shift.
To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
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


Coordinates departmental Induction programme to required standard.
Assists with departmental training in collaboration with the Assistant Reservations Manager / Reservations and Revenue Manager as and when required.


Qualifications

SKILLS, EDUCATION, and QUALIFICATION REQUIREMENTS


Grade 12 or equivalent
A Hospitality Management qualification is a strong recommendation.
Previous Experience in 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. more

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 upwith 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 group arrivals.
Assist in managing group billing and ensure accurate final group invoices are provided to the client at departure.
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 Group Sheets with detailed information pertaining to each department - communicating these documents with the required notice 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.


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. more

Job Description

Scope of Position:


Reservations Agents are responsible for selling the rooms and services of the Cape Grace and preparing all details to ensure the stay of our guests will become a memorable moment in the heart. A Reservations 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.


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 focussed 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. more

Job Description

Scope of Position:


The Sushi chef is accountable for overall success of the daily kitchen operations. Exhibits culinary talents by personally performing tasks while leading the staff and managing all food related functions. Works to continually improve guest and associate satisfaction while maintaining the operating budget. Supervises all kitchen areas to ensure a... consistent, high-quality product is produced. Responsible for guiding and developing staff including direct reports. Must ensure sanitation and food standards are achieved.


Specific duties, responsibilities & Key performance areas

Responsibilities:

Ensuring Culinary Standards and Responsibilities are met


Assists in developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
Assists in determining how food should be presented and creates decorative food displays.
Supports supervision of kitchen shift operations and ensures compliance with all Food & Beverage policies, standards and procedures.
Informs purchasing, receiving and food storage standards.
Ensures compliance with food handling and sanitation standards.
Performs all duties of kitchen managers and associates as necessary.
Estimates daily production needs on a weekly basis and communicates production needs to kitchen personnel daily.
Assists Executive Chef with all kitchen operations.
Recognizes superior quality products, presentations and flavour.
Ensures compliance with all local, state and federal (e.g., OSHA, ASI and Health Department) regulations.
Follows proper handling and right temperature of all food products.
Operates and maintains all department equipment and reports malfunctions.
Prepares and cooks foods of all types, either on a regular basis or for special guests or functions.
Checks the quality of raw and cooked food products to ensure that standards are met.


Supporting Management of Kitchen Operations


Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Demonstrate appropriate behaviours.
Ensures associates understand expectations and parameters of kitchen goals and/or daily kitchen work.
Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
Ensures property policies are administered fairly and consistently.
Communicates performance expectations in accordance with job descriptions for each position.
Recognizes success performance and produces desired results.
Leads shifts while personally preparing food items and executing requests based on required specifications.


Ensuring Exceptional Customer Service


Provides services that are above and beyond for customer satisfaction and retention.
Sets a positive example for guest relations.
Empowers associates to provide excellent customer service.
Strives to improve service performance.
Interacts with guests to obtain feedback on product quality and service levels.
Handles guest problems and complaints.


Maintaining Culinary Goals


Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Assists in development of specific goals and plans to prioritize, organize, and accomplish your work.
Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.
Trains associates in safety procedures.


Qualifications


Matric and 4 years’ experience in the culinary, food and beverage, or related professional area; or
A 2-year degree from an accredited university in Culinary Arts, Hotel and Restaurant Management, or related major and 2 years’ experience in the culinary, food and beverage, or related professional area. more

Job Description

Scope of Position:


Creating an engaging work environment for Colleagues of Fairmont Hotels & Resorts, is as important as turning moments into memories for our guests. The standards and values you model as Assistant Housekeeping- and Training Manager, will inspire your team – not only to ensure exceptional guest rooms, public areas, and heart of the house areas, but also to... grow their careers with Fairmont.


Responsibilities:


Taking leadership responsibilities in the absence of Executive Housekeeper- and Assistant Housekeeping Manager.
Consistently offer professional, friendly, and engaging service.
Manage the quality and standards of rooms and public areas.
Responsible to manage the quality of skills per staff member.
Manage the housekeeping department’s training requirements.
Responsible to do the HSK induction for all new staff and trainees.
Assist Talent & Culture with Induction Talks
Supervise the day-to-day operation of the department to ensure service standards are followed and maintained.
Ensure all standard changes are communicated effectively throughout the department.
Ensure your availability for the need of your expertise in other departments.
Ensure Training manuals are up to date and easily accessible.
Ensure that all daily reports are given to room attendants and standards and quality are briefed.
Ensure that room quality checks are done daily.
Ensure that staff quality checks are done daily.
Motivate good relationships amongst employees.
Ensure that the grooming of staff is maintained.
All delegated tasks must be completed effectively.
Ensure that staff have the correct equipment and chemicals to do the job effectively.
Ensure all trainees have an induction HSK schedule.
Ensure that all staff coming for HSK induction are groomed in the essence of HSK.
Ensure minimal knowledge of several committees (Forums) of the company.
Effectively implement roadshow for new products when required.
Ensure that CG training calendar is adhered to by Admin PA and PA Supervisor. 
To ensure effectiveness in training timelines.
To ensure the room’s quality is maintained.
Monitor labour costs while ensuring effective scheduling and department productivity.
Address guest concerns and react quickly; logging and notifying proper departments as required.
Manage the departmental budget in responsible manner.
Ensure effective communication, including coaching and performance management.
Act as the department trainer ensuring that all employees are trained and follow LQA standards consistently.
Works with the Executive Housekeeper on all remodelling and renovation projects.  Carries out his/her specific decorating program and is responsible for keeping the design intact.
Attend regularly scheduled departmental meetings.
Follow departmental policies and procedures.
Follow all safety and sanitation policies.
Participate in the Duty Manager program.
Provide excellent service ensuring the smooth running in operations.
Be proactive in all HSK outlets training needs.
Have effective communication with other departments.
Ensure that the department adheres to LHW/Mystery guests standards etc.


Qualifications


Grade 12 or equivalent.
A Hospitality Management qualification is a strong recommendation.
Experience in Housekeeping, hospitality.
5 Years Training and Leadership Position.
Proficiency in English (Verbal, Written, Reading).
Superior Customer Service Above average problem-solving skills.
Be able to communicate at all levels of the organization.
Well-developed supervisory skills.
Leadership Pipeline
Coaching
Teaching
Butler Training more

Job Description

Scope of Position

Switchboard Operator is responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay at the Pullman Hotel becomes a memorable moment.

Specific Responsibilities


Responds to all incoming calls complying with Pullman standards and transfers them to the... appropriate destination.
Responds to all in house guests requests and transmits the order to the corresponding dept for request to be treated complying with Pullman standards
Log all requests and ensures follow up on all of them within standard delay
Logs and treats wake-up call requests.
Treats restaurant reservations requests in SPA soft and is aware of all on going promotions and events in the hotel.
Maintains telephone extension lists updated.
Arranges special deliveries and celebration of special occasions for our guests.
Participates in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation.
Handles emergency line and elevators emergency alarms.
Receives and distributes faxes for guests, apartment tenants and internal departments.
Acts in accordance with the standards, conforms to the policies and procedures of Pullman
Possesses full command of IRIS, Fidelio and other Microsoft applications (necessary training will be provided).
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.
Other duties as assigned.


Qualifications


Matric more

Job Description

We are seeking an enthusiastic and detail-oriented Sales and Marketing Coordinator to join our dynamic team in Bedfordview, South Africa. As a key member of our organization, you will play a crucial role in supporting and coordinating our sales and marketing efforts to drive business growth and enhance customer engagement.


Collaborate with sales and marketing teams to... develop and implement effective strategies
Coordinate and manage marketing campaigns across various channels, including digital and traditional media
Assist in the creation and distribution of marketing materials, such as brochures, presentations, and social media content
Maintain and update customer databases and CRM systems to ensure accurate and up-to-date information
Generate regular reports on sales and marketing activities, analyzing data to identify trends and opportunities
Support the sales team by scheduling appointments, preparing sales presentations, and managing follow-ups
Organize and coordinate participation in trade shows, exhibitions, and other promotional events
Monitor competitor activities and market trends, providing insights to inform strategic decisions
Assist in the development and management of marketing budgets
Contribute to the creation and maintenance of the company's brand identity across all marketing materials


Qualifications


Bachelor's degree in Marketing, Business Administration, or a related field
2-3 years of experience in sales and marketing roles
Strong communication skills, both written and verbal
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Experience with CRM software and social media management tools
Excellent time management and organizational skills
Analytical and problem-solving abilities
Project management skills to handle multiple initiatives simultaneously
Basic graphic design skills (e.g., experience with Canva or Adobe Creative Suite)
Data analysis and reporting skills
Knowledge of sales and marketing principles and best practices
Ability to work collaboratively in a fast-paced, goal-oriented environment
Strong customer focus and enthusiasm for building relationships
Adaptability and willingness to learn new technologies and strategies more

Job Description


As our Sommelier, you’ll bring your love of wine to the table—literally! Your expertise will enchant our guests, enhancing every meal with perfect pairings and a touch of storytelling that transforms dining into an experience.


Key Responsibilities:


Curate a diverse and high-quality wine list that complements our culinary offerings.
Stay up-to-date with emerging... wine trends.
Collaborate closely with our culinary team to develop wine pairing suggestions that enrich our dishes.
Provide knowledgeable and detailed explanations of our wine list, offering personalised recommendations based on guest preferences.
Guide guests through their wine choices with warmth and expertise, helping them discover the perfect bottle for their meal.
Ensure proper handling, storage, and rotation of wines to maintain their optimal quality.
Execute wine service duties with precision, including decanting, pouring, and presenting wines at the correct temperature and in the appropriate glassware.
Share the tales behind the vines, make each glass a journey.
Ensure each guest feels special, understood, and delighted by your recommendations.
Create lasting connections with our guests and be the face of our restaurant’s wine culture.
Know our Brambles/ Vivari inside-out, introducing guests to all our delicious offerings and building lasting relationships.
Participate in fun promotions that showcase our unique wine selection, and keep tabs on the competition to ensure we’re always ahead of the curve.
Coordinate with our “Front of House” team to ensure  a seamless guests experience, while fostering a culture of collaboration
Wine Selection: Curate and present a diverse selection of wines, ensuring each pairing enhances the dining experience and reflects our commitment to excellence.
Guest Engagement: Foster memorable interactions with guests by offering personalized wine recommendations and ensuring their needs are met with warmth and professionalism.
Wine Education: Share your passion for wine through engaging discussions and tastings, elevating guests' understanding and appreciation of our offerings.
Collaboration: Work closely with the culinary team to create and implement seasonal wine menus that beautifully complement our dining selections.
Inventory Control: Manage wine inventory, including ordering supplies and maintaining stock levels to ensure smooth operations.
Stay Updated: Keep abreast of industry trends and new vintages to continually enhance your expertise and enrich our wine offerings.


Qualifications


A passionate wine enthusiast who loves making people feel at home.
Strong knowledge of wine regions, varietals, and food pairings.
A confident communicator with a love for storytelling and sharing knowledge.
A team player with a can-do attitude and a thirst for learning.
A dedicated professional with a focus on excellence. more

Job Description

Scope of Position:


Responsible for managing the day-to-day food and beverage operations of the hotel in a professional manner, following legal and sanitation standards and codes, basic discipline and reviewing of employees.  Always ensuring that Guests receive fast, friendly, and efficient food and beverage service, and maintains an upbeat atmosphere, that appeals to a... diverse clientele. Ensure that the department follows all the requirements of the operational standards manual.
This position involves that you assist the F&B Manager with design and review of the menu’s and maintain records of sales breakdown and staff training. Provide management with related reports on profits, losses, and variances. Responsible for the control of the inventory in the food and beverage department.


Specific duties, responsibilities & Key performance areas

Food and Beverage Service:


Together with the food and beverage manager to organize and supervise the shifts of the department, ensuring that staffing levels are correct and to agreed standards
Circulate throughout the restaurants, bars and banqueting departments, maintaining a highly visible profile with Guests and staff
Know and completely familiar with all menu’s, beverage lists and service offerings to provide prompt and efficient service of all meals, snack, functions and beverages to the required operating standards manual
Assist with waiter service to Guests, advising Guests on menu and wine choices
Dissatisfied Guests are acknowledged immediately and attended to without delay
Notify the food and beverage manager or General Manager of any complaints that were received and how they were solved
Ensure all kitchens and back of house areas operate effectively and efficiently and maintain the highest level of cleanliness, safety and hygiene
Responsible for food quality, presentation and service delivery and ensuring that it is of the highest quality


Administration and stock/equipment control:


Conduct stock takes of the department as per company policies and procedures.  Assist with the preparation of reports timeously
Assist the F&B Manager with Planning and coordinating of menus
Assist with maintaining inventories and par stocks for all areas and assist with placing orders based on business needs and budgetary concerns.  Ensure that consumable and non-consumable goods are taken care of and correctly stored
Ensure that the POS system operates effectively and accurately, is programmed correctly and all billing in the department accurate and precise.  Report and action any discrepancies immediately
Responsible for shift cash ups and that all monies, paperwork and POS reports are formulated and submitted to the finance department as per company policy
Be fully conversant with all statutory requirements regarding a food and beverage operation; that all licenses, including special licenses, are timeously applied for and that the conditions affecting the issues of a liquor License are not jeopardized


Employee Supervision:


Assist in managing preparation of schedules, payroll and workloads for food and beverage staff ensuring maximum efficiency
Planning, organizing, and directing team members to ensure the highest degree of Guest satisfaction
To carry out and ensure that regular On-the-Job training is taking place to agreed standards, and all relevant paperwork submitted
Responsible to ensure each staff member is correctly presented in his/her uniform displaying a name badge
Assist food and beverage manager with performing job evaluations with food and beverage staff
Maintain and enforce disciplinary procedures within the department with the assistance of the food and beverage or human resources manager


Health & Safety:


Notify your Manager of any reason you may not be capable of performing your tasks safely
Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements
Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended
Attend and actively participate in all WH&S training required of you by the Hotel
Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible.  Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form
Participate and contribute to the risk assessment process when requested by your Supervisor/Manager
Work cohesively in conjunction with the hotel’s rehabilitation program, as required
Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations
Be fully conversant with departmental fire and evacuation procedures
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your supervisor and record on appropriate maintenance report form
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturers specifications


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


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 always committed to the safety of Guests and report any suspicious activity in the hotel to the Manager
Practice Safety always 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


Hygiene / Personal safety / Environment:


Ensures the application of hygiene, safety, and environment regulations
Applies and ensures application of the hotel's security regulations (in case of fire etc.)
Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc.)
Is responsible for the security of people and property in the area under his/her remit


Qualifications


3+ years experience as a F&B Supervisor is required 
Micros experience is essential 
Hotel experience is prefered 
Previous experience in high-volume Restaurants within similar supervisory role.
Strong communication skills.
A high standard of grooming and presentation.
A friendly, guest-focused attitude with passion for providing exceptional and memorable moments.
Ability to work a rotating roster including weekends & public holidays. more

Job Description

Scope of Position:


A detail-oriented sales coordinator to contribute to the achievement of monthly targets by supporting the banqueting manager and sales team, coordinating sales and banqueting site inspections, and maintaining good customer relationships. The sales coordinator's responsibilities include supporting sales, ensuring client satisfaction, coordinating with... other departments, problem solving, handling administrative duties, and sending out quotations timeously.


Sales Coordination:


Reporting to the Banqueting Manager they will assist in improving the teams productivity by contacting customers to arrange site inspections and ensuring all Sales Representatives have high-quality, up-to-date support material as and when required.
Handling urgent calls, emails, and messages when sales manager 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 so as to maintain sales records, prepare reports, and provide financial information to the finance department.
Preparing a function sheet and coordinating precon and post events.
Making the company's services as attractive to potential customers as possible.
Ensuring adherence to laws, regulations, and policies.


 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 Banqueting Manager
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.


Health & Safety:


Notify your Manager of any reason you may not be capable of performing your tasks safely
Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements
Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and
Safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended
Attend and actively participate in all WH&S training required of you by the Hotel
Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible.  Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form
Participate and contribute to the risk assessment process when requested by your Supervisor/Manager
Work cohesively in conjunction with the hotel’s rehabilitation program, as required
Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations
Be fully conversant with departmental fire and evacuation procedures
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your supervisor and record on appropriate maintenance report form
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturers specifications


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
Responsible for the acquisition and maintenance of all corporate/travel trade/leisure/government/niche/mice/international clients of the hotel
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 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


Qualifications


Proven experience (2+ years) in a Sales coordinator or Banqueting coordinator or administrative role in the Hotel industry field.
Experience in Opera is essential 
Strong organisational skills with the ability to manage multiple tasks and priorities
Excellent communication skills, both written and verbal
Proficiency in Microsoft Office Suite, particularly Excel and ability to learn new systems quickly. We run our ERP in Infor M3. 
Experience with Customer Relationship Management (CRM) software
Demonstrated ability to work efficiently and meet deadlines
Bachelor's degree in Hotel Management, Business Administration, Marketing, or a related field (preferred)
Ability to work collaboratively in a team environment
Fluency in English languages is essential


Additional Information


Should you not here from the hiring team within one week, consider your application unsuccessful more

Job Description


Maintains the highest standard of service at the front entrance at all times, escorting arriving Guests to the Reception, recognizing regular Guests, provides assistance with transportation and directions. Porters have the responsibility to ensure all arrival and departure luggage is handled and delivered to guests according to the Fairmont Standards. Is the first point of... contact when arriving at the hotel and the last point of contact when departing, therefore a high level of professionalism and knowledge is required.
Ensure the front entrance is clean and tidy at all times, paying special attention to the Porte Cochere and lobby areas
Responsible to ensure all arrival and departure luggage of guests are received, counted, reconfirmed and delivered according to the standards set out by Fairmont. This includes the use of porter trolley covers at all times when transporting luggage .
Ensure all accidents or incidents at the front entrance are reported to the Duty Manager and/or the Guest Experience Manager in a timely manner
Liaise with valet staff for parking and collecting of hotel guest vehicles by following the correct procedures, example, make guests aware of any dents/scratches before issuing of valet receipts
Ensure a high awareness of security at all times
Be aware of all functions, group arrivals and site inspections that are taking place in the hotel and  direct guests to the correct destination
Display an attitude of friendliness, courtesy and sincerity to all guests (both internal and external), making them feel welcome and at ease
Maintain amicable and co-operative working relations with other departments in the Hotel
Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
Be aware of all Front Office procedures and policies
Be willing to take on any reasonable task or duty instructed by Front Office Management which may not specifically be outlined in your job description
Exceptional knowledge of all hotel facilities, outlets, offerings and operating times is required
Responsible for the management and restocking of newspapers in all public areas
Responsible to ensure the welcome drinks station is always fully stocked and well maintained
Has the responsibility to manage and record all guest luggage and personal belongings kept in the porter store
Responsible to ensure sufficient stationery and guest suppliers are ordered weekly with the Front Office Supervisor
Management and record keeping of all guest safes in the porter store
Ensuring the Porter store is kept clean and tidy at all times this includes ensuring all porter trolleys are cleaned, polished and well maintained according to a 5-star standard
Has the responsibility to ensure the umbrellas in the lobby are always readily available for guests and to communicate with Housekeeping should a shortage arise


Financial Attributes


Assists in promoting the ALL – Loyalty membership to ensure the hotel targets are achieved
Assists Concierge in promoting the hotel vehicle for paying transfers to increase revenue
Assists and works with Guest Liaisons to promote room upsells


Qualifications


Proficient in English (verbal & written)
Prior experience within a porter role or a 5-star hospitality industry is advantageous
Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
Must be flexible in terms of working hours and willing to work night shifts when required
Prior experience in customer service an asset more

Job Description


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


Qualifications


Associate’s or bachelor’s degree in a related field.
Prior experience as a receptionist or in a related field.
Consistent, professional dress, and manner.
Excellent written and verbal communication skills.
Competency in Microsoft applications including Word, Excel, and Outlook.
Good time management skills.
Experience with administrative and clerical procedures.
Able to contribute positively as part of a team, helping out with various tasks as required. more