Job Purpose:

To lead, manage and support Front Office, Boutique and Concierge teams of the Hotel

Employee Value Proposition:

This position offers variety and freedom from repetition and opportunities to interact with diverse people on a daily basis where your leadership and assertiveness skills will be used as part of a highly effective team; whilst operating within clearly defined standards and expectations; where your specialist guest service expertise can be recognised.

Organisational Positioning:

·       Department:             Rooms Division

·       Reporting to:                       Hotel Manager

·       Location:                             The Twelve Apostles Hotel Premises

Minimum Experience and Qualification Required:

·       4 years 5* Hotel experience with a rooms focus.

·       Hotel Diploma or Relevant Hospitality qualification 

·       Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel

·       Knowledge of a Property Management System at Operator Level

·       Highly presentable

·       Excellent command of the English language with solid verbal and written communication skills

·       Proven financial acumen

·       Experience with stock control, stock count and resolving of stock discrepancies

·       Proven exceptional track record of guest interaction and service recovery

·       Must be able to work flexible hours including week-ends, public holidays and late shifts

Advantageous Experience and Qualification Desired:

·       Exposure to Opera

·       Exposure to Ideas Revenue Management System

Key Performance Objectives:

·       To be a Red Carnation Hotel Ambassador by:

-   actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times

-   owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers

-   ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook

-   creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections

-   working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you

-   being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager

-   to actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards

-   to be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service

·       To manage the Front Office Team in accordance with Red Carnation Hotel Management principles by:

-   Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.

-   Ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.

-   Being actively involved in the training and development of each team member by supporting their learning through on-the-job application and coaching, making them available for all appropriate training opportunities and holding the team member to account for the learning that they have successfully assimilated.

-   Applying the performance management and corrective action tools in accordance with the Hotel’s Code of Conduct with the aim of exhausting all opportunities to correct and support staff before utilising avenues for employment termination.

-   ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously on Net TimeSheet

-   Recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.

·       To support and lead the Front Office team by:

-   Ensuring that the Reception, Concierge, Switchboard and Lobby Shop deliver a seamless and effortless guest experience in accordance with Red Carnation standards.

-   Proactively leading the Guest Relations Team to anticipate and exceed guest expectations.

-   ensuring that all guest feedback received, both in electronic and manual format, are responded to and followed up and followed though; and where relevant included in various reports; e.g. Mrs Tollman’s daily report.

-   Ensuring that all room standards are adhered to through personally checking rooms and driving the annually rooms care program.

-   keeping the financial welfare of the business in mind in all activities

·       To support the day-to-day operations of the Hotel’s Front of House by:

-   Driving the upselling incentive scheme to maximise revenue.

-   Ensuring that the Standard Operating Procedure manual is updated and enforced at all times.

-   Ensuring that financial controls are properly adhered to ensure all revenues and costs are properly accounted for including the checking and reconciling of floats and the management of open-folios.

-   Taking ownership, responsibility and control of the front office duties relating to that shift by preparing and coordinating the team to ensure highest delivery of guest service to all guests.

-   Overseeing all communication between Front Office and other departments in the Hotel so that all parties are properly informed in order to deliver at the highest standard to guests.

-   Walking the entire hotel from basement to 4th floor ensuring the Hotel and all staff are presentable to guests.

-   Effectively trouble-shooting any concerns or challenges raised by guests or staff ensuring that they are resolved promptly and making every attempt to preserve the trust relationship between the Hotel and its guests and staff.

-   Controlling that all fiscal procedures on a shift are being properly adhered to and executed (the includes but is not limited to cash-ups, floats, account updates and reconciliations etc.)

-   Ensuring that a thorough handover is given to the next shift, properly communicating all activities and challenges on shift; as well as any matters outstanding so that they can be properly attended to on the next shift.

NB: Preference will be given to employees from the designated groups with the provisions of employment equity act, no. 55 of 1998, sisa internal recruitment policy as well as units employment equity plans.

Job Purpose:

To lead, manage and support Front Office, Boutique and Concierge teams of the Hotel

Employee Value Proposition:

This position offers variety and freedom from repetition and opportunities to interact with diverse people on a daily basis where your leadership and assertiveness skills will be used as part of a highly effective team; whilst operating within clearly defined standards and expectations; where your specialist guest service expertise can be recognised.

Organisational Positioning:

·       Department:             Rooms Division

·       Reporting to:                       Hotel Manager

·       Location:                             The Twelve Apostles Hotel Premises

Minimum Experience and Qualification Required:

·       4 years 5* Hotel experience with a rooms focus.

·       Hotel Diploma or Relevant Hospitality qualification 

·       Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel

·       Knowledge of a Property Management System at Operator Level

·       Highly presentable

·       Excellent command of the English language with solid verbal and written communication skills

·       Proven financial acumen

·       Experience with stock control, stock count and resolving of stock discrepancies

·       Proven exceptional track record of guest interaction and service recovery

·       Must be able to work flexible hours including week-ends, public holidays and late shifts

Advantageous Experience and Qualification Desired:

·       Exposure to Opera

·       Exposure to Ideas Revenue Management System

Key Performance Objectives:

·       To be a Red Carnation Hotel Ambassador by:

-   actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times

-   owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers

-   ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook

-   creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections

-   working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you

-   being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager

-   to actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards

-   to be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service

·       To manage the Front Office Team in accordance with Red Carnation Hotel Management principles by:

-   Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.

-   Ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.

-   Being actively involved in the training and development of each team member by supporting their learning through on-the-job application and coaching, making them available for all appropriate training opportunities and holding the team member to account for the learning that they have successfully assimilated.

-   Applying the performance management and corrective action tools in accordance with the Hotel’s Code of Conduct with the aim of exhausting all opportunities to correct and support staff before utilising avenues for employment termination.

-   ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously on Net TimeSheet

-   Recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.

·       To support and lead the Front Office team by:

-   Ensuring that the Reception, Concierge, Switchboard and Lobby Shop deliver a seamless and effortless guest experience in accordance with Red Carnation standards.

-   Proactively leading the Guest Relations Team to anticipate and exceed guest expectations.

-   ensuring that all guest feedback received, both in electronic and manual format, are responded to and followed up and followed though; and where relevant included in various reports; e.g. Mrs Tollman’s daily report.

-   Ensuring that all room standards are adhered to through personally checking rooms and driving the annually rooms care program.

-   keeping the financial welfare of the business in mind in all activities

·       To support the day-to-day operations of the Hotel’s Front of House by:

-   Driving the upselling incentive scheme to maximise revenue.

-   Ensuring that the Standard Operating Procedure manual is updated and enforced at all times.

-   Ensuring that financial controls are properly adhered to ensure all revenues and costs are properly accounted for including the checking and reconciling of floats and the management of open-folios.

-   Taking ownership, responsibility and control of the front office duties relating to that shift by preparing and coordinating the team to ensure highest delivery of guest service to all guests.

-   Overseeing all communication between Front Office and other departments in the Hotel so that all parties are properly informed in order to deliver at the highest standard to guests.

-   Walking the entire hotel from basement to 4th floor ensuring the Hotel and all staff are presentable to guests.

-   Effectively trouble-shooting any concerns or challenges raised by guests or staff ensuring that they are resolved promptly and making every attempt to preserve the trust relationship between the Hotel and its guests and staff.

-   Controlling that all fiscal procedures on a shift are being properly adhered to and executed (the includes but is not limited to cash-ups, floats, account updates and reconciliations etc.)

-   Ensuring that a thorough handover is given to the next shift, properly communicating all activities and challenges on shift; as well as any matters outstanding so that they can be properly attended to on the next shift.

NB: Preference will be given to employees from the designated groups with the provisions of employment equity act, no. 55 of 1998, sisa internal recruitment policy as well as units employment equity plans.