Demonstrate service excellence and an exciting food-and-wine experience to guests while maintaining a positive work environment. Serve food, hot and cold beverages with energy, efficiency and enthusiasm, cleaning and polishing cutlery, crockery, glassware, and restaurant surrounds. Up-sell food and wine with confidence and enthusiasm.

Key responsibilities

• Serve and engage with people presenting energy, efficiency and enthusiasm, providing service with a smile, ensuring optimum service delivery with excellent grooming standards
• Setup, serve and clear all meeting rooms when scheduled or required to do so
• Use point of sale system competently
• Upsell our good food and good wine with confidence and enthusiasm
• Display keen interest, knowledge and passion for our wine, food and farm through engagement of storytelling
• Maintain neatness, tidiness and cleanliness of restaurant, back of house areas, kitchen pass, room service areas and pool
• Apply health and safety and hygiene protocol throughout operational area
• Stocktaking and taking care of all operational equipment and products
• Proactively promote all other Spier experiences on site and be knowledgeable about what we have to offer
• Be familiar with and adhere to both company and departmental policies and procedures
• Report complaints or any incidents to management promptly, helping to find solutions where possible
• Maintain a positive work environment through compliance with quality and operational standards and great teamwork
• Assist where the business requirements are needed and flexible to work within restaurants across the farm
• Ad hoc requests as required

Knowledge, skills and qualities

• Love working with good food, good wine and good people
• Knowledge or a keen interest in wine
• Able to tell stories about our good food, good wine and our farm
• Friendly and welcoming disposition, engaging with energy and enthusiasm, providing service with a smile
• Good verbal communication skills (English), other language(s) desirable
• Knowledge of Health & Safety and Hygiene Standards useful
• Literacy and Numeracy essential
• Knowledge of health & safety and hygiene standards necessary
• Able to function under pressure, physically fit and be self-motivated
• Able to deal with people at all levels with confidence and ease
• The position includes physical work due to the nature of the role such as walking at a fast pace, standing for long periods of time, repeating the same body movement, and moving items, equipment or furniture
• Knowledge of Micros or similar point of sale system useful
• Exude friendliness and a welcoming disposition
• A committed team member, willing to cooperate with others
• A vibrant and responsible approach with a cheerful and service-oriented outlook

Qualifications and experience

• At least one year’s experience in a similar customer service role
• Experience of customer service in any form an advantage

Engage queries and calls from guests and colleagues in a warm yet professional and friendly manner. Check guests (individuals and groups) in and out of the hotel, process financial transactions and all required administrative tasks as appropriate, paying close attention to the request, complaint, or matter at hand. Demonstrate service excellence and a positive guest experience. The position will also act as a ‘One Point Contact’ for all in-house guests, in case of guest requests, complaints, or any other feedback.

Key responsibilities

• Provide accurate information to guests in a courteous manner; fulfil reasonable guests request and requirements; anticipates guests needs
• Check guests in and out of hotel efficiently while maintaining highest standards of service
• Take messages for in-house or arriving guests in accordance with procedures, with an emphasis on accuracy and proper follow up
• Have detailed information at hand regarding arrivals and room requirements
• Handle incoming and outgoing e-mails as well as package deliveries
• Keep updated on all hotel services, hours of operation, key personnel, hotel policies, etc
• Ensure the Management team is well informed of any guest’s concerns or complaints, and action needed to be taken
• Maintain the Front Desk and storage areas in an orderly manner
• Maintain up-to date information on room rates, current promotions, offers and packages
• Handle all necessary financial transactions and administrative tasks (e.g., credit card payments, welcome letters, balancing of guest accounts using pit checks) with diligence and competence
• To ensure accurate cash handover
• To give proper and complete handover to the next shift
• Manage single check-ins or large groups of guests, liaising with team members as appropriate
• Follow all safety and security protocols
• Engage guests and colleagues in a warm yet professional and courteous manner, whether by telephone or at reception itself
• Maintain effective working relationships with colleagues in own, and other departments
• ‘Live and breathe’ the ethos of Spier, inspiring a passion for - and sharing knowledge of – Spier and all the services and products we have on offer
• Convert that passion into action by providing service excellence and a superlative guest experience
• Be familiar with and adhere to company and departmental policies and procedures
• Team player, able to convey information to colleagues while being mindful of tight operational deadlines
• Maintain a positive work environment through compliance with quality and operational standards and great teamwork
• Ad hoc duties as required
• Cross flex interdepartmentally when required operationally

Knowledge, skills and qualities

• Fluent English speaker – additional languages desirable
• Literacy, numeracy, and time management skills essential
• Competent working knowledge of Word, Excel, Outlook, Opera
• Able to function under pressure and be self-motivated
• Superior organisational skills.
• Calm and professional, even in face of adversity
• Pride in excellent standards of service
• Able to interact with people at all levels with confidence and ease
• Professional yet welcoming disposition; positive grooming standards
• A committed team member, willing to cooperate with others
• Able to work shifts
• A vibrant and responsible approach with a cheerful and service-oriented outlook

Qualifications and experience

• At least two years’ guest facing experience within hospitality or related industry
• Relevant tertiary degree or diploma (or similar) desirable
• Positive guest or customer orientation

Responsibilities include some of the following;

• Plan, develop and execute creative, customer-focused and innovative marketing campaigns

• Manage local competitions, sponsorships, shows and events - supported by and overseeing the Marketing and Events Coordinator

• Build effective working relationships with the national sales team to grow business

• Gather and analyse market insights and competitive landscape to unlock opportunities and inform strategy

• Ensure that the brand is represented correctly and consistently across all touchpoints

• Manage agencies and suppliers through briefs, project planning, budgeting, production and implementation

• Analyse and report on the marketing strategy in terms of value, returns and effectiveness

• Constant communication and efficient feedback with internal and external stakeholders

Do you have?

• 5+ years of experience managing wine brands (or strong FMCG brands)

• Expert in digital and traditional marketing

• Related tertiary qualification is essential

• Excellent written and verbal communication and presentation skills

Are you?

• Enthusiastic and passionate about wine and this role

• Personal alignment with the company vision and values

• Able to balance both creative thinking and strategic execution

• Able to manage stress and thrive on working on multiple complex projects simultaneously

• Energetic, efficient, deadline and results oriented

• Strong sense of integrity and honesty

• Organised, self-disciplined and self-motivated

How to apply

If you feel you have what we are looking for, please send your internal application to richardnk@spier.co.za or to Kathryn kathrync@spier.co.za by no later than 15 November 2022.

Direct operations within Hotel Restaurant to maximise performance and profitability by creating a positive and productive work environment, ensuring superior guest service and compliance with quality, hygiene and operational standards.

Examples of duties and responsibilities

• Lead the Hotel Restaurant team with service excellence, maintaining operational standards whilst looking for innovation
• Maintain overall responsibility for F&B service in hotel restaurant and bar, pool, room service and mini bar functions
• Managing of the Hotel and Restaurant department Electronic time book as well as coordination of PPT timesheet
• Oversee daily operations, providing a proactive work environment to team members
• Ensure daily Bar beverage stock takes are being done
• Ensure the smooth running of Mid-month and Monthly beverage stock counts
• Provide feedback on all variances that might accord within department
• Ensure superior guest service and compliance with quality and operational standards
• Prepare and monitor annual Operating, Capex & OE budgets, costs, control systems and procedures
• Create concepts, plan execution and ensure stock is maximized for group functions/special events
• Monitor and control cash flow, stock control, credit control and debtors, management reports and budgets
• Manage, track and minimize breakages and ensure efficient OE usage, using daily management checklists and taking appropriate/ remedial action as required
• Ensure operating systems are updated with correct pricing and items and manage daily/weekly/monthly stock control procedures
• Champion training programmes and development of staff to build high performance teams
• Ensure consistent and effective performance management is applied to all, giving guidance and feedback as appropriate
• Maximize business opportunities in revenue, cost of sales and other expenses in line with budget
• Ensure weekly and monthly planning of payroll is updated and handed in on time
• Maintain effective and positive working relationships with team members and other operational/support areas
• Understand Spier’s values and strategic goals and work within these parameters while challenging convention and looking for ‘new and better ways of doing things’
• Ensure team members are treated in a fair and equitable manner and that issues are resolved in a timely manner
• Able to work shifts
• Ensure all disciplinary issues are documented appropriately and communicated to the HR department
• Knowledge of and adherence to company policies and departmental SOP’s
• Ensure the highest standards of service are provided with confidence and enthusiasm
• Maintain effective working relationships with colleagues across the board and assist own and other departments when needed
• Assist in achieving targets on scorecard – financial, operational, people and environment
• Proactively promote the Spier experience
• As an HOD, work closely with HR and other support functions to ensure systems and procedures adhered to as required
• Perform HR related administration and ensure that it is kept up to date and reporting submitted on time

Skills, experience & educational requirements

• Can communicate effectively with an understanding of F&B language
• Passion and knowledge for wines
• Exposure and understanding of restaurant administration and financials
• Understanding and working experience in service recovery
• Able to work flexible hours, weekends, and public holidays
• Strong interpersonal and communication skills with a hands-on management approach
• Able to work under pressure in a fast-paced environment, with the flexibility to adapt to shifting dynamics
• Technology proficient with excellent time management skills
• Strong financial acumen with proven skill in translating ‘the numbers’ to appropriate action
• Strong admin focus with superior organisational skills
• A creative and innovative thinker, willing and able to inspire teams with a desire to exceed guest expectations
• A vibrant and responsible approach with a cheerful and service-oriented outlook
• 5 years’ experience in Food & Beverage Operations in a supervisory role, with a minimum of three years at management level
• Positive proactive approach, with proven success at managing a team
• Degree/Diploma in Hospitality Management desirable
• WSET/CWA certification advantageous

Equity Statement

Spier is fully committed to achieving its Employment Equity goals and preference will be given to applicants who enhance our ability to achieve these goals. Should you not receive a response within two weeks, please consider your application unsuccessful.

Closing date: Friday, 15 July 2022

Prepare all mise-en-place needed for menus. Support the Chefs de Partie and other kitchen team members in food production while ensuring all personal hygiene rules are met and food is stored and prepared under the correct hygiene standards. Assist with cleaning of fridges, scullery, and general kitchen areas.

Examples of duties & responsibilities:

• Prepare all mise-en-place needed for the menu
• Support the Chefs de Partie and other kitchen team members in food production
• Follow all personal hygiene rules and quality standards
• Ensure all food is stored and prepared under the correct hygiene standards
• Help with cleaning of fridges, keep scullery areas tidy
• Fill in necessary checklists and follow SOPs as required
• Handle all equipment with care and if anything is broken, report it immediately
• Measuring dish ingredients and portion sizes accurately
• Work cooperatively with colleagues to complete assigned duties
• Ensure wet and dry waste is placed in the correct bins
• Report complaints and any incidents to management or supervisors promptly, helping to find solutions where possible
• Be familiar with and adhere to company policies and procedures
• ‘Live and breathe’ the ethos of Spier, inspiring a passion for - and sharing knowledge of - sustainable living, great food, wine, and hospitality
• Maintain a positive work environment through compliance with quality and operational standards and great teamwork
• Adhere to the uniform and grooming policy
• To be aware of and act in accordance with Fire Safety Procedures
• Assist where the business requirements are needed and flexible to work within kitchens across the farm
• Knowledge of and adherence to company policies and departmental SOP’s
• Process routine tasks and responsibilities as necessary while maintaining SOP’s e.g., prepping food with energy and efficiency, being mindful of timelines
• Ensure the highest standards of service are provided with confidence and enthusiasm
• Maintain effective working relationships with colleagues across the board and assist own and other departments when needed
• Proactively promote the Spier brand
• Adhere to a high level of hygiene standards and assist in ensuring that the department meets hygiene audit targets

Skills, experience & educational requirements

• At least one year’s experience in a similar kitchen environment
• Certificate/Diploma in Culinary Arts/ Professional cookery/ Hospitality management
• Literacy and numeracy essential
• Good communication skills – fluency in English necessary
• Basic knowledge of health & safety and hygiene standards
• Able to function under pressure and keep calm
• Must love working with food
• A committed team member, willing to cooperate with others
• Flexible and willing to ‘go the extra mile’
• A vibrant and responsible approach with a cheerful and service-oriented outlook
• Highly motivated and focused

Equity Statement

Spier is fully committed to achieving its Employment Equity goals and preference will be given to applicants who enhance our ability to achieve these goals. Should you not receive a response within two weeks, please consider your application unsuccessful.

Closing date: Friday, 15 July 2022

The Reservations and Revenue Manager assists the General Manager by overseeing, coordinating and directing the service, operations, logistics and activities of the Revenue Department in order to maximise Occupancy at the highest achievable Rate. Takes responsibility for the smooth and efficient operation of the Revenue Department as their primary operational responsibility.

Examples of duties & responsibilities:

• Takes accountability for the performance of the reservation and revenue functions of the hotel
• Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay and departure of guests
• Completion, analysis, and distribution of daily, weekly, monthly reports
• Responsible for the accurate communication of all selling strategies, new rates, and packages to the relevant hotel departments
• Use all revenue management techniques (inc. pricing, mix, overbooking, group quotes, promo) to achieve the highest revenue possible and achieve budgets
• Leads in business reviews, budget preparations and completion of the commercial plan
• Oversee revenue management and distribution strategy of the hotel and manage day to day yield operations
• Provide weekly dynamic forecast of expected results, variances, and budget comparisons
• Analyse overall monthly and quarterly hotel performance and provide summary report with recommendations to improve long term strategies
• Effectively utilises Yield Management software and tools to monitor the performance of the Hotel and its 3rd Party Distributors
• Ensures that all inquiries are responded to, that accurate quotations are generated and sent to clients within the specified time frame
• Evaluate performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, consortia, crew, groups, etc…)
• Responsible for assessing, analysing, and pricing group business strategies
• Perform competitive benchmark studies and follow market trends
• Ensure world-class service is delivered to the Guest, in all Reservations locations, by collaborating with the Hotel Teams on all matters impacting bookings and the Guest service provision
• Together with the relevant teams and specialists, ensures that polices, processes and standards directly affecting the Guests do reflect their safety, security concerns and preferences
• Takes charge of implementing, and maintaining of processes and systems that ensure the delivery of highly personalised service by the Reservations team
• Assists with the implementation and monitoring of processes and systems that ensure the highest levels of confidentiality and security of information
• Effectively utilises property management software and tools to monitor the preferences of Hotel Guests
• Together with the Human Resources specialists, supports the selection of appropriately competent employees
• Ensures that all relevant department employees receive comprehensive training and coaching on Selling and Up/Cross-Selling skills and Yield Management
• Together with the Management team implements practices and activities to support the continuous development of Department Team leaders and employees
• Completes feedback and performance appraisals for Direct Reports in time and according to the required standards
• Creates an environment that contributes to positive employee engagement and commitment to the job
• Promote and maintain compliance and awareness of health, safety and security issues in accordance with applicable legislation and best practice
• Working with the Management Team, ensures that all strategies, policies, processes, and standards affecting the Guests are complete and documented to guide and direct activities
• Ensures that the Departments Team members know of, understand, comply with, and apply relevant quality related standards policies, processes, rules, and procedures
• Notices and communicates opportunities to further improve quality standards
• Analyses guest feedback system reports for improvement opportunities and works with Department Teams to implement change to improve feedback metrics
• Assists the Sales and Marketing Manager to develop, implement and monitor systems and methods that capture and communicate Guests’ preferences, likes and dislikes as appropriate without compromising their privacy
• Ensure web site booking process is maintained up-to-date and functional
• Regularly check the input and the quality of data (segmentation, denials tracking, etc…) points
• Responsible for best practice standards to include competitor analysis; environmental scanning; market modelling; distribution yield management; business mix yield management; length of stay yield management; inventory availability by channel; pricing control and new pricing concepts
• Oversee and audit the standards and operations of the reservations department.
• Ensure all related systems are configured correctly, validated, and working to full capacity
• Works with Reservations Teams to prepare and propose the annual budgets for the Department’s needs and activities
• Assists the Debtors Controller, to manage the Debtors book to ensure that all debts over 30-days are speedily resolved and with minimal loss to the hotel
• Ensures that REVPAR targets are consistently achieved
• Ensures that all bookings without pre-payment are released within the release period to enable re-sale of the rooms
• Monitors department attendance and leave balances to prevent unnecessary expenditure on staffing
• Monitors the usage of equipment and consumption of stock
• Ensures that Up/Cross-sell targets are consistently achieved
• Reduce the cost of distribution by finding new less expensive means of delivering business
• Conduct quarterly property performance review and develop strategic and tactical action with the Sales and Marketing Manager, drive Market Share and Revenue Performance
• Ensures that the Reservations and Revenue spaces and facilities are maintained in impeccable and fully functional condition
• Takes active steps to ensure private, sensitive and confidential information is not accessible to unauthorised persons
• Ensures a dogmatic application of all safety, security and health measures for the protection of residents and guests

Skills, experience & educational requirements

• Diploma or equivalent in Hospitality Management / Financial Management
• Extensive Background in Reservations and Revenue Services
• Ability to effectively communicate with others in English (written and spoken)
• 5 Years of experience in overseeing the hospitality Reservations and Revenue operations of a luxury hotel
• Proficient in understanding use of Yield-Management and Occupancy forecasting techniques
• Proficient in the application of Up-Sell and Cross-Sell strategies
• Proficient in the creation and analysis of Market Studies
• Proficient in property specific reservations and revenue software to ensure that Occupancy and Rate are maximised
• Proficient in the use of Rate-Building software and methods
• Proficient in the application of Financial good practice
• Proficient in business acumen
• Proficient in negotiating cost of Distribution
• Proficient in the management of the various booking channels
• Proficient user of Microsoft Office software applications
• Conversant with specialist terminology including;
- F&B service
- Front Office
- Housekeeping
- Maintenance
- Security
- Operational Finance

• High degree of confidentiality and protection of sensitive information
• A self-motivated, driven, results-orientated and proactive attitude is required
• Committed to creating environments and systems that enable the delivery of exceptional and personalised services
• Displays a sense of urgency and dedication to meeting the needs and wishes of others
• Comfortable and accurate working with high levels of detailed information
• Demonstrates a life of personal service and support for the Service Teams
• Works to create a work environment that encourages high levels of engagement with the company
• Persistent in establishing and maintaining effective systems and process activities
• Effective in creating and fostering an environment of collaboration and commitment
• Does not make judgement about people based on their views, preferences, habits and behaviours
• Demonstrates exceptional levels of integrity
• Ability to work independently without receiving detailed instructions
• Presents impeccable grooming and deportment
• Embraces, supports and models organisational values and culture
• High levels of mental endurance

Equity Statement

Spier is fully committed to achieving its Employment Equity goals and preference will be given to applicants who enhance our ability to achieve these goals. Should you not receive a response within two weeks, please consider your application unsuccessful.

Closing date: Wednesday, 27 April 2022