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    Event Service Expert - Johannesburg, South Africa - Protea Hotels

    Protea Hotels
    Protea Hotels Johannesburg, South Africa

    5 days ago

    Default job background
    Full time
    Description

    POSITION SUMMARY

    Meet group coordinator/host(ess) prior to functions, make introductions, and ensure that all arrangements are agreeable. Read and analyze banquet event order in order to gather guest information, determine proper set up, timeline, specific guest needs, buffets, action stations, etc. Respond to and try to fulfill any special banquet event arrangements. Follow up on special banquet event arrangements to ensure compliance.

    Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats small print). Visually inspect tools, equipment, or machines to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to pounds without assistance. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

    Safety and Security

  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Follow property specific procedures for handling emergency situations evacuations, medical emergencies, natural disasters).
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Maintain awareness of undesirable persons on property premises.

    • Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.

    • Guest Relations

  • Address guests' service needs in a professional, positive, and timely manner.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

    • Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other employees to effectively exchange information.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Exchange information with other employees using electronic devices pagers and two-way radios, email).

    • Working with Others

  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
  • Develop and maintain positive and productive working relationships with other employees and departments.

    • Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

    • General Food and Beverage Services

  • Notify management of maintenance repairs issues.
  • Assist your and other departments when needed to ensure optimum service to guests.

    • Assists Management

  • Communicate with guests, other employees, or departments to ensure guest needs are met.

    • Physical Tasks

  • Read and visually verify information in a variety of formats small print).
  • Visually inspect tools, equipment, or machines to identify defects).
  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to pounds without assistance.
  • Move through narrow, confined, or elevated spaces.
  • Move over sloping, uneven, or slippery surfaces.
  • Move up and down stairs and/or service ramps.
  • Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

    • Analytical Skills

  • Decision-Making
  • Learning
  • Problem Solving
  • Computer Skills

    • Interpersonal Skills

  • Interpersonal Skills
  • Team Work
  • Customer Service Orientation
  • Diversity Relations

    • Communications

  • Communication
  • Listening
  • English Language Proficiency
  • Applied Reading
  • Telephone Etiquette Skills
  • Writing

    • Personal Attributes

  • Integrity
  • Positive Demeanor
  • Presentation
  • Dependability
  • Stress Tolerance
  • Adaptability/Flexibility
  • Initiative
  • Safety Orientation

    • Organization

  • Multi-Tasking
  • Time Management
  • Detail Orientation
  • Planning and Organizing

    • Education

    High school equivalent

    Related Work Experience

    At least 1 year of related work experience

    Supervisory Experience

    No supervisory experience is required

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