Company Description
Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.
By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Hospitality is a work of heart ,
Join us and become a Heartist .

Scope of Position

The Florist will play a crucial role in creating and maintaining the stunning floral arrangements that define Pullman Hotel Cape Town City Centre. This position will work closely with Front Office and Housekeeping to ensure the highest level of craftsmanship and service.

Responsibilities

Responsible for the flora/floral decoration throughout the hotel and for attending the flower shop to makes sure it is an unparalleled guest experience and creates memorable guest satisfaction.
Provide a consistent flora/floral product that meets the hotel’s presentation standards, for guest rooms, public areas, restaurants, function rooms and special occasions.
Inspect all products and arrangements daily to make sure they are of the utmost quality and highest standards on display.
Contribute ideas for flora/floral decoration and themes in line with Pullman Hotel ESG.
Assist with Housekeeping Department when the need arises or when requested.
Prepare materials, vases, and accessories required for floral creations.
Maintain the cleanliness and organization of the floral work area.
Handle and maintain the freshness of flowers, ensuring they are in pristine condition.
Properly clean, trim, and process flowers to preserve their beauty.
Designing and assembling floral bouquets and centrepieces.
Monitoring floral inventory levels and inform the Master Florist of any supply needs.
Keep accurate records of floral stock, ensuring that all materials are readily available for arrangements.
Uphold the shop's quality standards by inspecting all floral arrangements for freshness, appearance, and correctness before delivery or display.
Report any discrepancies or quality issues to the Master Florist.
Safely and timely deliver floral arrangements to events on-property.
Ensure that all event deliveries on-property are made in impeccable condition, upholding our commitment to excellence.

Customer Relations

Specific duties, responsibilities & Key performance areas

Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty.
Anticipates guests needs and takes action to ensure a unique guest experience.
Handles guest complaints, if they have not been dealt with by team members and provides a rapid solution.
Present a professional, friendly, and efficient impression of the Hotel always.
To ensure that all tasks relating to guest comfort, satisfaction and overall impression of the hotel is treated with your utmost priority.
To maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
To ensure that your team is developed to provide a hospitable service to the standard lay down by the Standards Training Manual
To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
To maintain vigilance regarding possible fraud, theft, and potential security risks
To have a full understanding of all systems and Programs e.g., Tars, etc.
Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised
Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained with effective communication with the front office team.
This is a multi-skilled role incorporating both Front Office, Reservations, Revenue and Housekeeping duties in line with the business demands
You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role
Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field
Manages and motivates all the Teams to improve sales and the quality of services.
To support with initiative and commitment the overall objectives of the business in terms of, revenues, costs, and teamwork – whilst developing your personal competency levels
To be a good example of the company dress code and appearance standards – ensuring that your teams fully comply with these

Talent And Culture Responsibilities

Assist the (Department) Management Team in the following:

Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
Induct new staff into the team, department, and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.
Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
Develop and implement with Shift Leaders, strategies to minimize staff turnover.
Appraise staff performance utilizing the Accor performance review system; ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required
Ensure staff presentation is consistent with hotel staff handbook; uniforms correctly presented; name badges worn
Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings, and actively encouraging transparent communication with other departments within the Hotel
Recruit staff that are technically skilled or have potential to be through training and have a natural inclination towards customer focused service.
Ensure the employee Department Induction program is completed within 4 weeks
Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
Induct new staff into the team, department, and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals
Manage Multi Skills training.
Make sure of the information transmission in the concerned services.
Develops team spirit and motivation by creating a good working atmosphere.
Organises the welcome and integration of new employees.
Prepares or checks the work schedules, ensuring that they are consistent with activity forecasts of the hotel operation.
Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Management And Administration

Ensures that invoicing and cash operations procedures are respected.
Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc.)
Draws up the annual budget for the department, analyses results and implements any corrective actions required.
Manages the department's headcount for optimum efficiency.
Is responsible for the efficient running of the department.

Health & Safety

Notify your Manager of any reason you may not be capable of performing your tasks safely.
Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended
Attend and actively participate in all WH&S training required of you by the Hotel
Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form
Participate and contribute to the risk assessment process when requested by your Supervisor/Manager
Work cohesively in conjunction with the hotel’s rehabilitation program, as required
Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations
Be fully conversant with departmental fire and evacuation procedures
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your supervisor and record on appropriate maintenance report form
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturers specifications

Systems & Procedures

Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures
Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals
Complete all duties and ensure a concise hand over

Guest Service And Employee Relationships

Always Recognize and greet the guests first
Respond to any reasonable tasks as assigned by superiors
Provide efficient, friendly, and professional service to all guests
Guest needs and requests are anticipated and acted upon immediately in an efficient manner. Requests outside area of authority are referred immediately to the appropriate personal and followed up on to ensure the Guest is ultimately satisfied.
Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction
Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise
Work together with trust so that colleagues and management meet the goals of the department/Hotel.
Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency
Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’
Colleagues and superiors of the hotel are always dealt with in a polite and helpful manner. Ensure good relationships are always kept with colleagues and superiors and report any personnel differences that may threaten the cohesion of the team and colleagues.

Environmental And Social Responsibility

Work closely with the hotel in participating where possible in community-based projects.
Maintain awareness of new initiatives and the continuously growing social economic Program of the hotel
Assist with power and electricity usage by not having lights or any electrical appliance on that could be switched off when not in use.
Participate and actively control all forms of waste and ensure accurate recycling of all glass, papers, plastics, aluminum, and steel form all areas to waste
Actively participate in all social development drives with local communities and initiatives
Actively participate in the food & beverage waste program of the Hotel
Reduce the use of paper by not printing unnecessarily and recycle used paper

General And Other Duties

The above listed criteria identify the key areas of responsibility of the position and are not all-encompassing description of duties and tasks. The above criteria will be subject to ongoing review and adjustment
The position required the employee to perform tasks in any area of the hotel as requested by Management from time to time
Abide by Accor policy on EEO and Harassment in the workplace
Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment, and victimization
The position required the employee to maintain a high standard of personal appearance and hygiene and ensure that uniforms meet with the Hotel’s requirements and in line with the desired image of the Hotel
Ensure security and protection of Guests the belongings as best possible, report any items left behind by guest
Be committed to the safety of Guests at all times and report any suspicious activity in the hotel to the Manager
Practice Safety at all times including constant awareness of safety hazard
Reports to work on time and according to posted schedule
Agree to continuously improve and develop his/herself, by attending scheduled training courses as directed by Management and being committed to making the absolute most of the given opportunity
Be committed to the highest level of service to the Hotel Guests, courtesy to fellow colleagues and a commitment to all environmental social and developmental training initiatives

Hygiene / Personal Safety / Environment

Ensures the application of hygiene, safety, and environment regulations
Applies and ensures application of the hotel's security regulations (in case of fire etc.)
Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc.)
Is responsible for the security of people and property in the area under his/her remit

Qualifications

Minimum Matric (Grade 12) required
Proven experience as a Florist, preferably in a hotel.

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