Florist

Job Description

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 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. 

Additional Information