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.
Specific duties, responsibilities & Key performance areas
Customer relations:
- 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 r