Job Opportunities at MORE Family Collection

KEY FOCUS AREAS

Scope of work

• Ensure that the Reception and Guest Relations team obtains all required reservation information prior to arrival and follows up on arrival details on the day.
• Oversee the meeting and greeting of guests, and the guest arrival experience including all amenities, welcome and check-in.
• Oversee the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
• Ensure that guests are being offered information regarding all services, accommodation, and facilities.
• Ensure ultimate guest relations in the lodge, ensuring that the personal attention level is maintained.
• Be present for the hosting of meals when required.
• Ensure that periodic room checks and checks of the guest areas are conducted, ensuring that housekeeping standards are maintained.
• Ensure that Maintenance issues are tracked and communicated with the Maintenance department to ensure a swift follow up.
• Ensure that the guest database is updated daily.
• Ensure that administrative functions are performed accurately and according to standards, including completing and updating the day sheet, ensuring that pending transactions and outstanding balances in PANstrat are cleared on the day, correct billing and invoicing, Reception reports, etc.
• Assist in the effective planning, supervision and hosting of onsite (including kids activities) and bush dining experiences where required.

Communications

• Ensure effective communication of reservation information and guest preferences/dietary requirements to all departments prior to arrival and throughout the stay.
• Ensure effective communication within the company and property as well as with third parties (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.).
• Ensure an effective liaison with the guests, guides and management on guest activities and interests.
• Ensure that information on multi-property guests is sent timeously.
• Complete a written handover when going on leave and conduct a formal handover on return.

General Service and Guest Care

• Ensure all guest information available is collected and communicated prior to arrival.
• Collect guest information while speaking to guests; inform the Management to record and act on guest preferences.
• Ensure all guest complaints are reported to your Head of Department/Management immediately.

REQUIREMENTS - QUALIFICATIONS AND SKILLS

• Sound knowledge of the applicable property/company procedures for the department.
• Sound knowledge of MS Office Suite and PANstrat.
• Experience with the highest level of customer service in a luxury environment.
• Sound knowledge on the operation of in-room equipment and appliances.
• Sound knowledge of all MORE properties and all activities offered.
• Sound knowledge of all departments / operations of your property.
• Excellent communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline, interpersonal & problem-solving skills.
• Excellent attention to detail with excellent hygiene principles.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.
• Must work accurately under pressure.
• People skills – tolerance, patience, and care.
• Leadership skills with passion for development and skills transfer.

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KEY FOCUS AREAS

• Coordinate and manage all maintenance and gardens team members.
• Efficiently and effectively assess maintenance requirements.
• Schedule current and upcoming work assignments; distribute and sort assignments into and according to identified priorities, including emergency repairs.
• Coordinate and manage maintenance and repairs to structural, mechanical, and electrical systems.
• Coordinate and manage services, maintenance and repairs of geysers, heating and air conditioning systems, and water systems including pumps.
• Consultation with the Health & Safety Committee
• Coordinate and manage maintenance and repairs of finishing, ceilings, flooring, and roofing.
• Coordinate and manage services, maintenance and repairs to all appliances including stoves, refrigeration units, and laundry equipment and machines.
• Coordinate all required services and maintain fire protection equipment, such as fire hoses and fire extinguishers.
• Organize and schedule the workload according to business activity and identified priorities.
• Monitor energy expenditure.
• Monitor and verify the maintenance of the property’s collective equipment.
• Implement the property’s preventative maintenance schedule.
• Manage all upkeep tasks, keeping a daily log of activity and work orders.
• Verify concluded operations and ensure proper validation of completion slips by the appropriate party.
• Set up and monitor periodic visits relating to maintenance contracts.
• Conduct daily, weekly and monthly safety inspections.
• Work with corporate maintenance on remodelling projects or capital expenditure needs.
• Ensure an effective cost management with regards to all repairs, maintenance and gardens operations, in line with maintenance budgets, improvement plans, preventative maintenance schedules, short term projects, and maintenance contracts.
• Maintain and control spares and consumable inventories and recommend the purchase of goods and equipment.
• To assist in achieving the best maintenance procurement agreements for the property and MORE.

REQUIREMENTS, QUALIFICATIONS AND SKILLS

• Sound overall maintenance knowledge (Allrounder – carpentry and building maintenance, mechanical and electrical systems, water purification systems, swimming pool filtration and water systems, plumbing systems, air conditioning systems, gas heating systems, safe operation of hand and power tools, diesel generators and pumps, building maintenance, appliances and small equipment maintenance and repair, workplace safety and safe handling procedures, first aid and emergency procedures, inspection procedures).
• Experience in the hospitality industry will be advantageous 
• Sound knowledge and understanding of stock procedures and control.
• Sound knowledge of planning, budgeting and departmental administration.
• Sound knowledge of product and supply.
• Sound knowledge of maintenance procedures; sound knowledge of hygiene.
• Experience leading and developing a maintenance team.

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KEY FOCUS AREAS

Housekeeping Service

• Ensure all guest rooms are cleaned and prepared, maintain cleanliness of all vacant rooms on a daily basis to the property and company standard.
• Ensure spring cleaning of guest rooms when required.
• Ensure room fresheners are performed to the property and company standards.
• Ensure turn down service is performed according to company standards.
• Provide a timely and efficient portage service to guests on arrival and departure as directed by your Head of Department / Management.

Laundry Service

• Ensure laundering room and table linen, guest linen, staff uniforms, management uniforms and personal clothing (machine wash or hand wash).
• Ensure linen and clothing is maintained (remove stains, mend, repair, etc.)
• Ensure safekeeping of all linen until return to guest/management/staff members or until issuing for Housekeeping service.
• Ensure equipment (washing machines, tumble dryer, iron) is operated effectively according to instructions and manuals & maintenance schedules.

Guest Areas Cleaning

• Ensure cleanliness in the following areas: Guest Areas/Guest Room areas, Staff quarters, management quarters, swimming pool areas, garbage room.
• Ensure thorough cleaning of dustbins and garbage room area.
• Ensure separation of garbage (bottles/ paper) according to property/company standards.

REQUIREMENTS, QUALIFICATIONS AND SKILLS

• Sound knowledge of Housekeeping, Laundry and Guest Area Service procedures.
• Sound knowledge of all laundry and cleaning products used.
• Sound knowledge on the operations of all appliances/equipment.
• Sound knowledge and understanding of stock procedures and control.
• Sound knowledge of product and supply.
• Sound knowledge of hygiene.

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KEY FOCUS AREAS

• Clean and prepare all guest rooms and maintain cleanliness of all vacant rooms on a daily basis according to company standard.
• Spring clean guest rooms when required.
• Perform room fresheners according to company standards.
• Perform turn down service according to company standards.
• Provide a timely and efficient portage service to guests on arrival and departure as directed by your Supervisor/Head of Department/Management.
• Perform laundry service according to company standards if required.
• Perform Guest Area Cleaning duties according to company standards if required.

REQUIREMENTS, QUALIFICATIONS AND SKILLS

• Knowledge on the applicable / relevant property and company procedures: room cleaning, room freshener, spring cleaning, turn down service.
• In depth knowledge of all cleaning products used.
• Knowledge on the usage of the different colour-coded cleaning cloths to prevent cross contamination.
• Knowledge and training on the operations of all appliances.
• Knowledge on stock take procedures and stock control.
• Basic knowledge of all MORE properties and all activities offered.
• Basic knowledge of all departments/operations of your property.

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KEY FOCUS AREAS

• Perform consistent service according to the service standards and be fully prepared for each guest service, including mis-en-place, confidence in food/menu descriptions and wine pairing recommendations.
• Be aware of all menu changes and dietary requirements of the guests.
• Upsell and recommend beverages to guests.
• Obey the liquor regulations.
• Perform beverage preparation or service tasks including presentation and sales of beverages.
• Support optimal communication between the Kitchen and the Service team, attending daily service meetings.
• Follow the stock control procedures, making sure that every beverage consumed is correctly accounted for.
• Assist with minibar, kids’ entertainment and luggage duties if required.

REQUIREMENTS - QAULIFICATIONS AND SKILLS

• Knowledge of the highest level of F&B customer service in a luxury environment.
• Knowledge of wine, cocktails and other beverages served.
• Knowledge of food, cooking methods, and all menus.
• Good knowledge and understanding of stock rotation and control.
• Knowledge of hygiene and all cleaning products used.
• Knowledge of the operation of equipment and appliances.
• Knowledge of all MORE properties and all activities offered.
• Knowledge of all departments/operations of your property.
• Excellent attention to detail, excellent hygiene principles.
• Guest focus philosophy, living the MORE brand and the MORE experience.
• Good communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.