2 Hotel Groups jobs in Cape Town
Hotel Operations Manager
Cape Town, Western Cape
Boikago Group
Posted 2 days ago
Job Viewed
Job Description
A well known company in the international hospitality sector is seeking for Operations Duty Manager based in Cape Town.
Main Purpose of the Job:
The Operations Duty Manager is responsible for the monitoring, management and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.
Duties and responsibilities include:
Operations Management
- Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customers journey from arrival at the front entrance, transport, switchboard, retail interaction; and food and beverage (where relevant) offerings throughout the operation
- Monitor the operation to ensure that it is secure and meets all regulatory requirements
- Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience
- Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience
- Compile plans and manage the execution of any new projects and offerings across the operation
- Facilitate and be available to ensure the overall smooth running of events, shows, entertainment, promotions, etc. including traffic control, set-ups, troubleshooting in various areas.
- Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
- Oversees staff appearance and front of house appearance/ functioning of equipment and systems
- Maintain Operational standards across the property (e.g., housekeeping, maintenance, etc)
- Follows up on any maintenance / technical equipment fault logging with the technical departments until resolution
- Ensure the collateral in public areas is professionally presented
- Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
- Complete shift report
Operational Product Offering
- Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
- Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the retail environment and service level agreements with service providers
- Monitor products, service offerings and displays across the operation to ensure standards aligned with the "Sun" brand
- Monitor customer service feedback with regards quality and service across the operation
- Measure success and return on investment of products and services and identify issues and challenges when not achieved
Compliance Management
- Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
- Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
- Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
- Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with SHE standards
- Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
- Maintains records on licencing entitlements and compliance management
- Monitor audit results for service providers and retail tenants
- Monitor the storage of stock and operating equipment and processes
- Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective
Customer Experience Management
- 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 provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
- Be present on the floor during service / promotions or functions
- Conduct staff training on product knowledge (including promotion information, functions, facilities, etc)
- Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
- Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback
- Provide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.
Tenant & Service Provider Management
- Provide input to the selection of various suppliers and retail tenants across multiple areas (including F&B, retail shops) including around product, quality and pricing
- Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
- Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements
- Monitor and manage the performance of tenants in line with contractual deliverables
- Communicate on a regular basis and maintain the relationships with tenants and service providers
- Provide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of Sun properties
- Assist with resolving obstacles that may need to be addressed to achieve results
- Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved and sustained.
Stakeholder Relationship Management
- Provides relevant guidance and support to operational teams and stakeholders
- Maintain relationships with service providers and retail tenants currently in partnership with Sun
- Informs department / staff of information required to perform the duties and relevant operation effectively
- Communicates departments objectives, standards and operating procedures to internal and external service providers as per SLA
- Communicates any special guest requirements or events to other relevant operating departments
- Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, and the retail and recreational operation
Education, experience and competencies required:
- Matric
- 3-Year Hotel School Diploma or equivalent
- Minimum of 5 years experience with 3 years management experience in the hospitality / retail industry
- Previous experience in duty management is an advantage
- Must be able to work shifts in line with operational requirements (including weekends and public holidays)
Core behavioural competencies
- Analytical skills
- Attention to detail
- Working with information (agreements, laws, regulations, statistics)
- Reviewing / evaluating information and data
- Decision-making
- Planning
- Influencing & Advising skills
- Emotional resilience
- Customer centric
- Networking and relationship building
- Innovation & continuous Improvement
Technical competencies
- Corporate & industry knowledge
- Quality Assurance
- Retail brands and offerings
- F&B Product knowledge & standards
- Labour & risk legislation
- English written and verbal communication skills
- Proficiency in MS Office Suite; Opera; Micros & Revenue Management System
- Business Acumen
- Financial Acumen
- Report writing
- Contract management
- Knowledge and application of legislation relating to Safety, Health and the environment
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.
To Apply:
This advertiser has chosen not to accept applicants from your region.
0
Groups & Events Coordinator - Protea Hotel Fire & Ice! by Marriott Cape Town
Cape Town, Western Cape
Marriott
Posted 4 days ago
Job Viewed
Job Description
**Additional Information**
**Job Number**
**Job Category** Reservations
**Location** Protea Hotel Fire & Ice! Cape Town, 64 New Church Street, Cape Town, South Africa, South Africa, 8018VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
Meet group coordinator/host(ess) prior to functions, make introductions, and ensure that all arrangements are agreeable. Read and analyze banquet event order in order to gather guest information, determine proper set up, timeline, specific guest needs, buffets, action stations, etc. Respond to and try to fulfill any special banquet event arrangements. Follow up on special banquet event arrangements to ensure compliance.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
Safety and Security
+ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
+ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
+ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
+ Maintain awareness of undesirable persons on property premises.
Policies and Procedures
+ Protect the privacy and security of guests and coworkers.
+ Maintain confidentiality of proprietary materials and information.
+ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
+ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
+ Follow company and department policies and procedures.
+ Perform other reasonable job duties as requested by Supervisors.
Guest Relations
+ Address guests' service needs in a professional, positive, and timely manner.
+ Assist other employees to ensure proper coverage and prompt guest service.
+ Thank guests with genuine appreciation and provide a fond farewell.
+ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
+ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
+ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
+ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
+ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication
+ Speak to guests and co-workers using clear, appropriate and professional language.
+ Talk with and listen to other employees to effectively exchange information.
+ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
+ Provide assistance to coworkers, ensuring they understand their tasks.
+ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
+ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Working with Others
+ Support all co-workers and treat them with dignity and respect.
+ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
+ Partner with and assist others to promote an environment of teamwork and achieve common goals.
+ Develop and maintain positive and productive working relationships with other employees and departments.
Quality Assurance/Quality Improvement
+ Comply with quality assurance expectations and standards.
General Food and Beverage Services
+ Notify management of maintenance repairs issues.
+ Assist your and other departments when needed to ensure optimum service to guests.
Assists Management
+ Communicate with guests, other employees, or departments to ensure guest needs are met.
Physical Tasks
+ Read and visually verify information in a variety of formats (e.g., small print).
+ Visually inspect tools, equipment, or machines (e.g., to identify defects).
+ Stand, sit, or walk for an extended period of time or for an entire work shift.
+ Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
+ Move through narrow, confined, or elevated spaces.
+ Move over sloping, uneven, or slippery surfaces.
+ Move up and down stairs and/or service ramps.
+ Reach overhead and below the knees, including bending, twisting, pulling, and stooping
Analytical Skills
+ Decision-Making
+ Learning
+ Problem Solving
+ Computer Skills
Interpersonal Skills
+ Interpersonal Skills
+ Team Work
+ Customer Service Orientation
+ Diversity Relations
Communications
+ Communication
+ Listening
+ English Language Proficiency
+ Applied Reading
+ Telephone Etiquette Skills
+ Writing
Personal Attributes
+ Integrity
+ Positive Demeanor
+ Presentation
+ Dependability
+ Stress Tolerance
+ Adaptability/Flexibility
+ Initiative
+ Safety Orientation
Organization
+ Multi-Tasking
+ Time Management
+ Detail Orientation
+ Planning and Organizing
**Education**
High school diploma/G.E.D. equivalent
**Related Work Experience**
At least 1 year of related work experience
**Supervisory Experience**
No supervisory experience is required
_Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
**#LI-Onsite**
#LI-TK1
Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the 'Coolest Hotel Brand in South Africa', join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing globalteam, and **become** the best version of you.
**Job Number**
**Job Category** Reservations
**Location** Protea Hotel Fire & Ice! Cape Town, 64 New Church Street, Cape Town, South Africa, South Africa, 8018VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
Meet group coordinator/host(ess) prior to functions, make introductions, and ensure that all arrangements are agreeable. Read and analyze banquet event order in order to gather guest information, determine proper set up, timeline, specific guest needs, buffets, action stations, etc. Respond to and try to fulfill any special banquet event arrangements. Follow up on special banquet event arrangements to ensure compliance.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
Safety and Security
+ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
+ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
+ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
+ Maintain awareness of undesirable persons on property premises.
Policies and Procedures
+ Protect the privacy and security of guests and coworkers.
+ Maintain confidentiality of proprietary materials and information.
+ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
+ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
+ Follow company and department policies and procedures.
+ Perform other reasonable job duties as requested by Supervisors.
Guest Relations
+ Address guests' service needs in a professional, positive, and timely manner.
+ Assist other employees to ensure proper coverage and prompt guest service.
+ Thank guests with genuine appreciation and provide a fond farewell.
+ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
+ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
+ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
+ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
+ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication
+ Speak to guests and co-workers using clear, appropriate and professional language.
+ Talk with and listen to other employees to effectively exchange information.
+ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
+ Provide assistance to coworkers, ensuring they understand their tasks.
+ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
+ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Working with Others
+ Support all co-workers and treat them with dignity and respect.
+ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
+ Partner with and assist others to promote an environment of teamwork and achieve common goals.
+ Develop and maintain positive and productive working relationships with other employees and departments.
Quality Assurance/Quality Improvement
+ Comply with quality assurance expectations and standards.
General Food and Beverage Services
+ Notify management of maintenance repairs issues.
+ Assist your and other departments when needed to ensure optimum service to guests.
Assists Management
+ Communicate with guests, other employees, or departments to ensure guest needs are met.
Physical Tasks
+ Read and visually verify information in a variety of formats (e.g., small print).
+ Visually inspect tools, equipment, or machines (e.g., to identify defects).
+ Stand, sit, or walk for an extended period of time or for an entire work shift.
+ Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
+ Move through narrow, confined, or elevated spaces.
+ Move over sloping, uneven, or slippery surfaces.
+ Move up and down stairs and/or service ramps.
+ Reach overhead and below the knees, including bending, twisting, pulling, and stooping
Analytical Skills
+ Decision-Making
+ Learning
+ Problem Solving
+ Computer Skills
Interpersonal Skills
+ Interpersonal Skills
+ Team Work
+ Customer Service Orientation
+ Diversity Relations
Communications
+ Communication
+ Listening
+ English Language Proficiency
+ Applied Reading
+ Telephone Etiquette Skills
+ Writing
Personal Attributes
+ Integrity
+ Positive Demeanor
+ Presentation
+ Dependability
+ Stress Tolerance
+ Adaptability/Flexibility
+ Initiative
+ Safety Orientation
Organization
+ Multi-Tasking
+ Time Management
+ Detail Orientation
+ Planning and Organizing
**Education**
High school diploma/G.E.D. equivalent
**Related Work Experience**
At least 1 year of related work experience
**Supervisory Experience**
No supervisory experience is required
_Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
**#LI-Onsite**
#LI-TK1
Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the 'Coolest Hotel Brand in South Africa', join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing globalteam, and **become** the best version of you.
This advertiser has chosen not to accept applicants from your region.
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