Positions Available

Reservations Coordinator

Examples of duties & responsibilities:

• Engage clients in a warm yet professional and courteous manner, responding to telephone and email or direct enquiries timeously.
• Make/process individual/ leisure reservations (FIT/direct/OTA), groups and meeting bookings; capture all information accurately and generate quotes/invoices based on requirements with a fair turnaround time (same day).
• Follow up on provisional reservations, restaurant bookings, etc and monitor advanced deposit requirements.
• Process credit card/EFT deposits/vouchers on all types of bookings, prior to arrival.
• Compile and send function sheets to relevant department in advance.
• Meet and greet guest as required.
• Attend arrival meetings and morning meetings.
• Report complaints and/ or any incidents to management promptly, helping to find solutions where possible.
• ‘Live and breathe’ the ethos of Spier, inspiring a passion for - and sharing knowledge of – Spier, our sustainable business practices and all the services and products we have on offer. • Be familiar with and adhere to company and departmental policies and procedures.
• Maintain effective and positive working relationships with team members and other operational/support areas.
• Maintain a positive work environment through compliance with quality and operational standards and great teamwork.
• Ad hoc duties as required and be available to assist in other departments as and when the need arises and operationally required.
• Flexibility to work shifts which may be over weekends, public holidays, or holidays similar to other operational team members.
• Knowledge of and adherence to company policies and departmental SOP’s.
• Process routine tasks and responsibilities as necessary while maintaining SOP’s e.g., administrative duties, data capture, updates etc.
• Ensure the highest standards of service and professionalism are provided calmly and with confidence.
• Proactively promote the Spier experience.

Skills, experience & educational requirements

• Pride in excellent standards of service; strong interpersonal skills.
• Excellent written and verbal communication skills (English), other languages advantageous. • Team player, able to convey information to colleague’s while being mindful of tight operational deadlines.
• High degree of self-motivation and drive.
• Calm and professional, even in face of adversity.
• Proficient numeracy and time management skills essential.
• Competent working knowledge of Word, Excel, Outlook, Opera PMS and Opera Sales & Catering (or other Property Management Systems).
• A committed team member, willing to cooperate with others.
• A vibrant and responsible approach with a cheerful and service-oriented outlook
• At least three years’ guest facing experience within hospitality or related industry.
• Previous experience within a similar role advantageous.
• Relevant tertiary degree/ diploma (or similar) desirable.
• Positive client orientation.

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, 4 February 2022

Front Office Manager

Examples of duties & responsibilities:
• Promote an atmosphere of professional tranquility in and around the front office areas, assuring guests and colleagues of the highest levels of service excellence and attention to detail.
• Proactively assist with any reservations operations, enquiries, bookings, payments, and daily work overflow.
• Actively engage guests and colleagues in a professional, efficient, and courteous manner.
• Take a direct and proactive approach to revenue generation.
• Assist with setting up appropriate operational budgets and monitor these for efficiency and adherence to achieve required results/ targets.
• Ensure that all areas of responsibility are well staffed and supervised as well as operating smoothly.
• Ensure the Front Desk has enough change; that foreign currency rates get updated on Opera and foreign currency exchange is done on a regular basis.
• Supervise and control PX and PM accounts to ensure minimum revenue loss.
• Ensure procedures such as payroll are done correctly and timeously.
• Ensure weekly and monthly planning of payroll is updated and handed in on time.
• Oversee AM and PM shifts in the front office, making sure all employees perform the tasks assigned to them.
• Periodically assist in Night shift duty, as and when operationally required by taking ownership, responsibility, and control of the hotel operations at night, monitoring activities of team members on duty to ensure objectives are met and standards of excellence and policies and procedures are adhered to.
• Deal with complaints, solve problems, deal with disturbances, special requests and any other issues that may arise.
• Be aware of any VIP arrivals, special requests and repeat guests.
• Consistently strive to achieve maximum performance and promote a professional service-oriented environment.
• Implement and enforce financial controls, helping with control of operating expenses and purchasing.
• ‘Live and breathe’ the ethos of Spier, inspiring a passion for - and sharing knowledge of – Spier, our sustainable business practices and all the services and products we have on offer. • Maintain effective and positive working relationships with team members and other operational/ support areas.
• Be flexible to assist in other departments as the need arises and when operationally required.
• Conduct briefings and meetings as necessary, delegating responsibility without relinquishing overall responsibility for the operation.
• 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’ to maximise business operations.
• 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.

Skills, experience & educational requirements:
• 3 Years’ experience as a Front Office Manager.
• Previous working experience in Reservations.
• At least five years’ experience within the hospitality industry with extensive practical knowledge of front office operations and Reservation’s operations.
• Full managerial experience with the ability to convey clear instructions to colleague’s while being mindful of tight operational deadlines.
• Full knowledge and understanding of budgets.
• Relevant tertiary degree desirable.
• Fluent English speaker; additional languages desirable.
• Competent working knowledge of Word and Excel, Outlook, and Opera/ Fidelio (or other Hotel Management Systems).
• Efficient time management skills and strong financial acumen essential.
• Keen attention to detail with excellent follow-through capabilities.
• Diplomatic and able to deal with people at all levels with confidence and ease, friendly and welcoming disposition.
• Able to remain calm and maintain professional outlook, even when under pressure.

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, 4 February 2022