33 Hotel Chains jobs in South Africa

As a Guest Services Agent at Mount Nelson, A Belmond Hotel, you are on the frontlines of providing exceptional luxury hospitality experiences through knowledgeable and welcoming interactions with guests. In this role, you will make an impact by providing exceptional customer service. If you’re looking to develop your skills and be part of the future of luxury, this is your moment.

Primary Responsibilities Include:

• Serve as the primary point of contact to ensure personalised, prompt and flawless service to all guests throughout their stay
• Provide accurate information to guests in a courteous manner; fill all reasonable guests requests and requirements; and anticipates guests needs to exceed expectations
• Ensure that assistance is being provided at all times to guests by making reservations, booking tours, checking guests in online for their flights etc.
• Handle all guests’ requests, queries, comments and complaints in a courteous and prompt manner, taking the necessary action and ensuring follow-through where required.
• Provide information about hotel amenities and promote hotel services.
• Anticipate guest needs and build rapport with guests.
• Handle incoming and outgoing mail packages and faxes.
• Stay self-informed on what activities are available in the city and surrounds; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
• Keep management well informed of any guest’s concerns or complaints, and the action taken.
• Assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours etc).
• Work closely with the Porters to ensure the smooth handling of guests and customer vehicles.

Requirements

What You Bring:

• Diploma / Degree from a reputable hotel school.
• 1 to 2 years’ experience in Guest Services or similar role within a luxury hotel environment.
• Experience with hotel reservations software – advantageous.
• Strong verbal and written communication skills.
• Good organisational skills.
• Proficient in MS Office

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary and benefits
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

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Available Positions >> Guest Services Attendant / Night Auditor FT - Must be 21 years old

Guest Services Attendant / Night Auditor FT - Must be 21 years old

Summary
Title: Guest Services Attendant / Night Auditor FT - Must be 21 years old ID: 3636 Location: Table Mountain Casino Resort Department: Hospitality

More about this job >

Description
Purpose of Position:
Ensures guest satisfaction and revenue optimization through check-in, check-out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by being pleasant, professional and efficient.

Education/Experience

• High School diploma or equivalent unless otherwise waived by Human Resources Management
• Excellent communication skills and a professional presentation
• Ability to work well under pressure in a fast paced environment
• Must be computer literate and possess a friendly demeanor
• Previous hospitality (hotel, casino, reservations, front desk, or guest service) experience preferred

Job Responsibilities And Duties

• Books guest reservations and/or coordinates with reservation call center
• Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests
• Handles confidential information, including guest records, with a high degree of integrity
• Answers and routes calls as appropriate; takes guest messages with accuracy
• Assists with sales and marketing efforts as directed by the Director of Hospitality
• Offers and properly handles requests for wake-up calls
• Records pertinent guest information in the shift pass on log
• Ensures common area/lobby is clean
• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
• Answers phone in a prompt, efficient, and friendly manner.
• Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/functions in the hotel and casino
• Answers guests' questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
• Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Resolves minor guest service issues to the satisfaction of the customer; informs Supervisor of major problems, complaints, disturbances or unhappy guests.
• Respond quickly to guest requests or issues in a friendly manner and appropriate action is taken and follows up to ensure guest satisfaction.
• Completes daily paperwork to include cashing out, documenting all adjustments,
• Miscellaneous postings, charges and check-outs.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's report, counts cashier bank and any other cash handling procedures in accordance with Hotel Operations policies and procedures.
• Transmits and receives messages using equipment such as computer, telephone, email, fax and PBX
• Provides a professional image at all times through appearance and dress.
• Able to perform night auditor duties as required in accordance with the Hotel Management System and Hotel Operations policies and procedures.
• Ability to work a flexible schedule (available for morning, mid, evening, and night shifts, weekends/holidays as required.
• Follows applicable TMCR company policies and procedures including Hotel Operations policies and procedure.
• Perform other duties as assigned

Additional Responsibilities
Direct Reports: None

Access to Sensitive Areas: Hotel Back Office; Hotel Storage areas, email access, and all sensitive areas when accompanied with authorization.

Signatory Authority: All related Guest Services forms

Physical Requirements/Work Environment
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus. While performing the duties of this position, the employee will be exposed to cigarette smoke; the work environment is noisy and employee will work indoors and outdoors; work performed in areas which may be unusually hot, cold, noisy, smoky and dimly lit, and maneuver outside in temperatures in excess of 115° and as cold as 15° (exposed to all weather conditions)

Must be able to work Nights, Weekends, and Holidays
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Key Accountabilities / Principal Responsibilities:

Primary Duties

Catering Assistance

Provide refreshments

Cleaning of kitchens

Cleaning of venue rooms

Stock control of kitchens and vending machines

Secondary Duties

Catering Assistance

Meet external caterers on arrival and assist where necessary

Provide in-house catering on request

Provide Refreshments

Set up cups, make tea / coffee, lay out biscuits for internal / external meetings / functions as requested by customers

Set up refreshments in function rooms, i.e. water, glasses, sweets

Prepare self-service trolley if required

Cleaning of Kitchens

Maintain and clean all crockery and cutlery in all kitchens

Keep all kitchens clean, i.e. fridges, microwaves, and counters

Always ensure clean dish cloths in all kitchens

Wash dish clothes daily

Cleaning of Venue Rooms

Ensure venue rooms are clean and tidy prior to meeting / functions

Liaise with Management to obtain cleaners if necessary

Clean and wash up after every meeting / function

Stock Control of Kitchens

Maintain stock list for all kitchens

Assess stock for main kitchen, i.e. tea, coffee, sugar, food for functions

Assess requirements and stock vending machines

It should be noted that, for operational reasons, it may be necessary to perform tasks other than those described herein from time to time.

Prescribed procedures may be amended by management as and when required

Key Skills and Experience

Grade 12

Min 2 years working experience in hospitality industry

People and Management Skill

Good interpersonal relations

Good communications skills

Service Orientated

Ability to work in a team

Customer focused

Ability to prioritise tasks

Ability to use initiative

Integrity

Reliable

Ability to keep to and meet schedules

Take ownership of tasks

Key result areas

Understand role of reporting to the business and client

Understand role of ensuring own output is aligned with business requirements

Understanding that feedback and communication is critical to success

Additional Responsibilities and Skills

The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as FMS is a service provider, all necessary steps need to be taken to ensure that the service has been delivered according to client requirements, and to prescribed service levels.

Interested? Submit your CV now.

All vacancies advertised by AFMS Group are in full adherence to South African labour legislation, including the Employment Equity Act, Labour Relations Act, and Basic Conditions of Employment Act.

We strive to create an inclusive workplace that values diversity and welcomes applications from all qualified individuals, regardless of race, gender, disability, or any other protected characteristic.

Our recruitment process is fair and equitable, focusing on the qualifications, skills, and experience that are relevant to each role. We ensure that all candidates are treated equally, and no discrimination will be tolerated.

By submitting your application, you consent to the processing of your personal information in accordance with the Protection of Personal Information Act 2014 (POPIA) for recruitment and hiring purposes.

For information on AFMS Group, including more information on our company culture, visit our website at

Please note, relocation costs will not apply

If you do not hear from us in 14 days, consider your application unsuccessful.

Applications to be addressed to Matthew Toontjies: (email protected)

Closing Date for applications: Thursday, 25 September 2025, by 16h00

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion

Job Summary
The purpose of this position is to manage the daily activities, reporting, training and operations of the Guest Services operations and colleagues. With experience in a high quality luxury boutique hotel/resort guest services, the Assistant Front Office Manager will support the Front Office and Guest Services team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues.

Key Duties and Responsibilities

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviours.
• Supervise and manage employees. Understanding employee positions well enough to perform duties in employees' absence.
• Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assist with energy conservation efforts by monitoring compliance during property tours.
• Support implementation of the customer recognition/service program, communicating and ensuring the process.
• Support implementation of the upselling program, communicating and ensuring process.
• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Ensure compliance with all policies, standards and procedures.
• Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Serve as a leader in displaying outstanding hospitality skills.
• Set a positive example for guest relations.
• Empower employees to provide excellent customer service.
• Observe service behaviours of employees and provides feedback to individuals.
• Maintain high visibility in public areas during peak times.
• Provide immediate assistance to guests as requested.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system.
• Review comment cards and guest satisfaction results with employees.
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Inform and/or updating peers and subordinates on relevant information as it happens.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicate any variations to the established norms to the appropriate department immediately.
• Participate, as needed, in the investigation of employee and guest accidents.
• Perform Front Desk duties in high demand times.

General And Other Duties

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel's requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.

To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform
Interpersonal Relationships

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
• Instructions from management are treated constructively and acted upon.

Education or Certification

• Minimum two years working in a luxury, or boutique hotel guest services department
• Must be proficient in hospitality revenue management, guest services and team development
• Previous guest service and reservations experience preferred.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

As a Guest Services Agent at Mount Nelson, A Belmond Hotel, you are on the frontlines of providing exceptional luxury hospitality experiences through knowledgeable and welcoming interactions with guests. In this role, you will make an impact by providing exceptional customer service. If you're looking to develop your skills and be part of the future of luxury, this is your moment.

Primary Responsibilities Include:

• Serve as the primary point of contact to ensure personalised, prompt and flawless service to all guests throughout their stay
• Provide accurate information to guests in a courteous manner; fill all reasonable guests requests and requirements; and anticipates guests needs to exceed expectations
• Ensure that assistance is being provided at all times to guests by making reservations, booking tours, checking guests in online for their flights etc.
• Handle all guests' requests, queries, comments and complaints in a courteous and prompt manner, taking the necessary action and ensuring follow-through where required.
• Provide information about hotel amenities and promote hotel services.
• Anticipate guest needs and build rapport with guests.
• Handle incoming and outgoing mail packages and faxes.
• Stay self-informed on what activities are available in the city and surrounds; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
• Keep management well informed of any guest's concerns or complaints, and the action taken.
• Assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours etc).
• Work closely with the Porters to ensure the smooth handling of guests and customer vehicles.

What You Bring:

• Diploma / Degree from a reputable hotel school.
• 1 to 2 years' experience in Guest Services or similar role within a luxury hotel environment.
• Experience with hotel reservations software – advantageous.
• Strong verbal and written communication skills.
• Good organisational skills.
• Proficient in MS Office
• Excellent customer service skills.
• Time Management skills.

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary and benefits
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

Guest Services Manager

(17322)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion

Job Summary

The purpose of this position is to manage the daily activities, reporting, training and operations of the Guest Services operations and colleagues. With experience in a high quality luxury boutique hotel/resort guest services, the Assistant Front Office Manager will support the Front Office and Guest Services team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues.

Key Duties and Responsibilities

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviours.
• Supervise and manage employees. Understanding employee positions well enough to perform duties in employees' absence.
• Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assist with energy conservation efforts by monitoring compliance during property tours.
• Support implementation of the customer recognition/service program, communicating and ensuring the process.
• Support implementation of the upselling program, communicating and ensuring process.
• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Ensure compliance with all policies, standards and procedures.
• Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Serve as a leader in displaying outstanding hospitality skills.
• Set a positive example for guest relations.
• Empower employees to provide excellent customer service.
• Observe service behaviours of employees and provides feedback to individuals.
• Maintain high visibility in public areas during peak times.
• Provide immediate assistance to guests as requested.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system.
• Review comment cards and guest satisfaction results with employees.
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Inform and/or updating peers and subordinates on relevant information as it happens.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicate any variations to the established norms to the appropriate department immediately.
• Participate, as needed, in the investigation of employee and guest accidents.
• Perform Front Desk duties in high demand times.

General and other duties

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel's requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.

To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform

Interpersonal Relationships

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
• Instructions from management are treated constructively and acted upon.

Education or Certification

• Minimum two years working in a luxury, or boutique hotel guest services department
• Must be proficient in hospitality revenue management, guest services and team development
• Previous guest service and reservations experience preferred.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Job Purpose

The Guest Services Duty Manager is accountable for supervising front of house guest relations desk, porte cochere, portering activities (hotel welcome, valet parking), and luggage services, ensuring that internal (SOP's) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.

Key Performance Areas

Shift Supervision

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Manage the control of vehicles and guest luggage as per SOP for the department
• Complete shift reports
• Facilitate the preparation of luggage labelling; VIP amenities and any special requests for guests visiting the property
• Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

Supervised Luggage & Parking Services

• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Oversee and supervise guest arrivals and departures at the porte cochere

• Oversee the co-ordination of shuttle services to transport guests across the complex and also to and from locations external to the hotel.

• Conducts the porte cochere to organise transport / luggage arrangements for hotel residents

• Supervise luggage collection and delivery to and from guests rooms (where relevant), ensuring the correct tags are used to label guest luggage
• Arrange storage for packages and luggage as required by guests when checking-out until departure
• Maintain logbooks to monitor luggage stored in the luggage room based on tag number and to record movement of baggage. Report on any unclaimed luggage.
• Oversee the proper use, maintenance and repair of luggage trolleys and other service carts. Initiates requests and follow-ups for repair of trolleys whenever necessary.
• Track and audit logbooks of guest cars and keys to monitor valet parking security
• Co-ordinate and schedule the cleaning and servicing of cars and shuttles used by the hotel
• Complete and keep back-up departmental admin / paperwork – forward any transport billing to front office
• Be a point of contact for hotel residents when arriving and leaving the hotel

People Supervision

• Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Supervise employee relations within the department
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• Onboarding of new staff members

Financial Control

• Authorise spend in line with budget
• Report on any variances for the outlet

Delivered Customer Experience

• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and tour operators to provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities;
• Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP's to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
• Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience

Education

• Grade 12
• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level is an advantage

Experience

• Minimum of 3 years' experience as a driver / porter in a front of house environment
• Previous experience in a supervisory or duty management is an advantage

Skills and Knowledge

Core behavioural competencies

• Collecting Information
• Team Co-operation
• People Supervision
• Appraising & developing
• Problem-Solving
• Analytical skills
• Attention to detail
• Reviewing / evaluating information and data
• Emotional resilience
• Dealing with Customers (including dealing with conflict)
• Self-driven and presentable
• Valuing Diversity & Inclusiveness
• People supervision

Technical / proficiency competencies

• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera
• Business Acumen
• Basic Financial Acumen
• Night audit procedures
• Knowledge and application of legislation relating to Safety, Health and the environment

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

POPI Statement

Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.

Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.