27 Hotels jobs in South Africa

Additional Information

Job Number

Job CategoryRooms & Guest Services Operations

LocationProtea Hotel Fire & Ice Johannesburg Melrose Arch, 22 Whiteley Road, Johannesburg, South Africa, South Africa, 2076

ScheduleFull Time

Located Remotely?N

Position Type Management

JOB SUMMARY

Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience

• High school diploma
• 4 years' experience in the guest services, front desk, housekeeping, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;

CORE WORK ACTIVITIES

Leading Operations Team

• Set service standards and ensure compliance with brand, legal, and health regulations.
• Conduct regular performance reviews of outlet managers and ensure corrective actions are implemented where necessary.
• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Focuses on team's future growth by fostering an environment of learning and development
• Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
• Ensures that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Managing Property Operations Function(s)

• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Assists/teaches the team scheduling against guest and hours/occupied room goals.
• Performs hourly job functions as needed.
• Ensure seamless integration between F&B, Rooms Division, Sales & Events and Marketing to support hotel-wide initiatives, guest satisfaction, and revenue generation.
• Lead operational planning for high-impact events, seasonal activations and VIP experiences.

Managing and Monitoring Activities that Affect the Guest Experience

• Ensure that the F&B experience contributes meaningfully to overall guest satisfaction scores and loyalty.
• Personally engage with key guests and stakeholders during peak service periods and special events.
• Takes proactive approaches when dealing with guest concerns.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.
• Align all F&B operations with the brand's lifestyle positioning, ensuring consistency in guest experience, service style, and culinary identity.
• Drive innovation in food and beverage offerings to reflect market trends and guest expectations, while maintaining profitability.

Managing Profitability

• Assists in performing required annual Quality audit with GM & RD.
• Ensures a viable key control program is in place.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Assist with budgeting, forecasting and financial performance of all F&B outlets.
• Monitor key metrics such as revenue per available seat hour (RevPASH), food and beverage cost ratios and labor efficiency.

Conducting Human Resources Activities

• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Ensures orientations for new team members are thorough and completed in a timely fashion.
• Support leadership development of the Banqueting Manager and Restaurant & Bar Manager.
• Champion a culture of service excellence, accountability, and continuous improvement across all F&B teams.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

Managing Execution

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
• General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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.

Overview

Description

JOB SUMMARY

Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office Business Center Recreation / Health Club Housekeeping Food and Beverage / Culinary and Engineering / Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience

• High school diploma
• 4 years experience in the guest services front desk housekeeping or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major;

CORE WORK ACTIVITIES

• Set service standards and ensure compliance with brand legal and health regulations.
• Conduct regular performance reviews of outlet managers and ensure corrective actions are implemented where necessary.
• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
• Creates and nurtures a property environment that emphasizes motivation empowerment teamwork continuous improvement and a passion for providing service.
• Focuses on teams future growth by fostering an environment of learning and development
• Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
• Ensures that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence energy and enthusiasm.
• Assists employees in understanding guests ever-changing needs and expectations and exceeding them.

• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates / updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Assists / teaches the team scheduling against guest and hours / occupied room goals.
• Performs hourly job functions as needed.
• Ensure seamless integration between F&B Rooms Division Sales & Events and Marketing to support hotel-wide initiatives guest satisfaction and revenue generation.
• Lead operational planning for high-impact events seasonal activations and VIP experiences.

• Ensure that the F&B experience contributes meaningfully to overall guest satisfaction scores and loyalty.
• Personally engage with key guests and stakeholders during peak service periods and special events.
• Takes proactive approaches when dealing with guest concerns.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.
• Align all F&B operations with the brands lifestyle positioning ensuring consistency in guest experience service style and culinary identity.
• Drive innovation in food and beverage offerings to reflect market trends and guest expectations while maintaining profitability.

• Assists in performing required annual Quality audit with GM & RD.
• Ensures a viable key control program is in place.
• Reviews financial statements sales and activity reports and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Assist with budgeting forecasting and financial performance of all F&B outlets.
• Monitor key metrics such as revenue per available seat hour (RevPASH) food and beverage cost ratios and labor efficiency.

• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Ensures orientations for new team members are thorough and completed in a timely fashion.
• Support leadership development of the Banqueting Manager and Restaurant & Bar Manager.
• Champion a culture of service excellence accountability and continuous improvement across all F&B teams.

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts identifying and evaluating alternatives and their implications before making decisions and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

Managing Execution

• Driving for Results - Sets high standards of performance for self and / or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and / or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and / or others; prioritizes and arranges work requirements for self and / or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.
• Global Mindset - Supports employees and business partners with diverse styles abilities motivations and / or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and / or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and / or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team business and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.

• General Hotel Operations - Knowledge of the operating principles and practices of all brand / hotel-specific functions to support successful operations of the overall property (e.g. Engineering / Maintenance Event Management Finance and Accounting Human Resources Legal / Contracting Food and Beverage Guest Services / Front Desk Sales & Marketing Security / Loss Prevention Retail / Gift Shops Spa and Recreation / Health Club).

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).
• Mathematical Reasoning - Demonstrates ability to add subtract multiply or divide quickly correctly and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience : Manager

Key Skills

• Animation
• Corporate Advisory
• Customer Care
• Ethernet
• Corporate Development

Employment Type : Full-Time

Experience : years

Vacancy : 1

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Location: Mercantile Hotel New Orleans

Guest Service Agents are the face of the hotel, often the first point of contact for guests upon arrival. They are responsible for accommodating guests and assisting with their needs.

Essential Duties and Responsibilities include, but are not limited to:

1. Approaching all interactions with guests and employees in a friendly, service-oriented manner, maintaining a positive demeanor.
2. Promoting a positive and caring work environment by addressing and resolving conflicts calmly and professionally.
3. Maintaining regular attendance as per the schedule, which varies according to the property's needs.
4. Maintaining high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
5. Greeting guests upon arrival, making them feel welcomed, and following the 5/10 rule.
6. Checking in and out guests, assigning rooms based on requests and reservations, assisting with booking and cancellations, and processing payments.
7. Arranging for special services such as reservations, transportation, directions, or small surprises for special occasions.
8. Minimizing revenue loss by adhering to credit and inventory control procedures, including obtaining proper approval codes.
9. Monitoring customer accounts to ensure credit limits are respected and registration information is accurate.
10. Following hotel policies regarding cash handling and deposit logs.
11. Diffusing conflicts or tense situations with guests effectively.
12. Maintaining a clean and safe work environment, reporting safety issues immediately.
13. Performing other duties as assigned by management.

Qualifications

• High school diploma or equivalent required.
• Minimum of 1 year of customer service experience, hospitality experience preferred.
• Ability to interpret instructions in written, oral, or scheduled formats.
• Effective communication skills in English, both written and spoken.
• Knowledge of reservation and POS systems.
• Proficiency with computers and operating software preferred.
• Ability to multitask, be detail-oriented, and work independently with minimal supervision.
• Must be a team player.

Innisfree Hotels is committed to investing in its team members. We are a fast-paced, expanding company looking for individuals who thrive on challenge, seek responsibility, and value our culture to lead us into future growth.

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.