Career Opportunities at One&Only Resorts

Job Summary

• Directly responsible to the Head pastry chef for the co-ordination and supervision of the demi and commis chefs in the kitchen, including working methods, writing food requisitions and ensuring a high standard of food quality and presentation

Key Duties and Responsibilities

• Prepares and cooks basic bakery product
• Prepare bakery product as per orders placed & function requirements
• Set up breakfast buffet & lay out of bakery orders before end of shift
• Ensure that all food is prepared hygienically and to the highest standard of quality and presentation with the minimum of wastage
• Maintains a clean and orderly work area
• Ensure that all required preparation are ready at least 30 minutes before the service commence.
• May be called upon to perform comparable duties as requested by the senior baker or pastry chef skills, experience & educational requirements
• Ensure that all cooking operations, as directed by recipes & training are carried out to required standards
• Maintains a clean and orderly working area
• May be called upon to perform comparable duties as requested by senior baker or pastry chef

 Time Management

• Manage hours worked according to the “averaging of working hours” – principle.
• Prioritise & plan daily mise – en place prep

 Health & Safety

• Maintain safe and healthy work environment.
• Follow safety instructions on all equipment on how to use and clean

 Security

• Prevent unauthorised personnel entering storage areas by keeping all cupboards locked when kitchen unattended and by not allowing unauthorised staff to walk around the pastry kitchen.
• Ensure that department is unlocked by authorised personnel and locked when no one is in department
• Prevent theft by monitoring staff and stock levels.
• All storage areas to be locked after service

Maintenance of equipment

• Ensure that all equipment is in good working order
• Report any faulty equipment to Manager immediately
• All equipment to be used according to the manual provided, or as shown.
• Follow instructions provided with equipment
• Liaise with Management before using any new equipment for the first time

 Stock Control

• Stock loss/ damage to be minimised and monitored
• Breakages to be recorded at Stewarding.
• Stock takes to be accurate by weighing off correctly and in correct unit of measurement
• Stocktakes to be done at the end of month; anytime the hotel requires it.
• Fridges to be kept clean at all times with items clearly labelled, prepped for stock takes.
• All order/issue requests to be allocated to correct store
• Operational Equipment to be stacked neatly   
• Avoid over ordering and excess stock by referring to function sheets etc. before placing an order.
• Cross utilisation of items, check stock on hand before ordering

 Food Cost

• Keep to standard portions & ingredients as stated on recipe cards supplied.
• Wastage to be minimised
• mise – en place to be prepped strictly according to occupancy, recipe cards have portion control on them.

 Food Standards

• Ensure that high standard of food is consistently maintained and improved upon.
• Preparation, presentation and service according to set operational requirements and procedures. 

Food Hygiene

• Maintain hygiene procedures & controls.
• On-going.  95% quarterly Hygiene Audit scores.
• Clean as you go, sanitise work surfaces with D10 spray provided.
• All food to be wrapped, marked, dated and stored on designated shelves at correct temperature, as displayed on food temperature sheets in the kitchens.

Start of shift

• Ensure that set up of your section is complete before service starts.
• Mise – en place is prepared according to the hotel occupancy and restaurant forecast sheets.
• Backup is prepared
• Stock is sufficient according to service and forecasts sheets provided
• Read daily function sheet
• Prepare daily task list by end of shift.

 End of shift

• Ensure department is clean & tidy
• Ready for stewarding to deep clean
• Complete hand over for following shift
• Relay any problems during day/ requirements for following day.

SKILLS, REQUIREMENTS AND QUALIFICATIONS:

• MATRIC
• CULINARY QUALIFICATION
• 3 years in a similar position, including an apprenticeship plus 1 years as a commis
• National Professional Cookery Qualification
• Ability to communicate effectively in English bother verbally and written is essential
• Show Initiative
• High energy levels coupled with a helpful and friendly attitude
• An ability to deal with stress
• Personal hygiene is also important
• Knowledge of Kitchen Management
• Knowledge of Food cost control
• Health and Hygiene knowledge

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Job Summary

• Reporting to the Assistant Financial Controller, for the day to day operations of Accounts Payables section and will be responsible for the timely and accurate payment of supplier invoices, proper recording of Accounts Payable transactions and ensures that expenses are properly allocated to the respective expense accounts.

Key Duties and Responsibilities

• Process invoices on a daily basis as received from Purchasing and all outlets
• Check and ensure that all invoices for processing and payment are duly supported by an approved requisition and approved purchase order.
• Ensure that information as per supplier invoice corresponds with the information as per the purchase order, goods received note and other supporting documents before processing for payment; and raises any discrepancies noted to the concerned sections/ departments/ persons.
• Ensure proper recording of Accounts Payable transactions and that expenses are properly allocated to the respective expense accounts.
• Ensure proper descriptions detailing the items are captured into People Soft from the invoice.
• Load new vendors to People Soft and submit to Assistant Financial Controller for approval with all relevant documentation.
• Coordinate timely and effectively with Purchasing, Receiving and Cost Control all purchase orders, invoices and receiving issues.
• Liaise with suppliers to ensure that invoice/payment issues are resolved on time.
• Investigate immediately past due invoices noted during payment processing to ensure that all unpaid past due invoices are given timely attention and that all payables are current.
• Reconcile supplier balances and sends out requests for Statement of Accounts (SOA) to suppliers on a monthly basis. 
• Ensure that monthly expenses for goods/services received but not yet invoiced are accrued for via a general ledger journal and reversed in the following month.
• Check and ensures that the supplier information in People Soft is accurate at all times (i.e. Supplier Name, contact information, bank information, currency etc.)
• Prepare audit schedules related to Accounts Payable as requested by the external auditors.
• Prepare monthly reconciliation/schedule of Payable accounts and AP aging, Suppliers Prepayments, Purchases and other payable accounts; ensures that all payments processed are properly recorded in the books.
• Maintain full confidentiality over Resort Financial information

Skills, Experience & Educational Requirements

• Minimum of Matric
• Accounting knowledge and understanding
• Excellent reconciliation skills and ability to solve queries
• Tertiary education will be an advantage
• Excellent communication skills, both speaking and writing

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Job Summary

• The Host is to be the sole point of contact for our guests. Assisting our Guests in organizing, coordinating, communicating, checking, and confirming daily activities, routines, special occasions, and other needs and wishes. Responsible for converting our Guests wishes and needs into reality by coordinating with the resort operation ensuring all requests are fulfilled and Guest expectations are exceeded in a timely, efficient, and cost-effective manner.
• The Host ensures accountability for driving work behaviors, results and revenue of every team-member which aid in the overall development and success of Guest Satisfaction and revenue generation, through co-ordination, anticipation, communication, and control of all aspects of day-to-day activities, wishes, needs and movements of our Guests. The Host is and always acts as a true ambassador for the brand and for our values performing and acting as an example and role model for all colleagues. The Host is to be and act as the personal assistance and concierge to our Guests.

Key Duties and Responsibilities

Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereabouts
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Conduct a pre-shift briefing under the supervision of a departmental leader
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
• Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

Product

• Act as One&Only brand Ambassador always
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Respond to guest calls for Guest Service within 5-minutes
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Ensure the appropriate communication and guest understanding of the QR codes among the Resort
• Ensure housekeeping services are performed within timeframes requested by guests
• Ensure to make himself/herself visible to the assigned guests to facilitate connection with the guest
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Presents options and alternatives to guests and helps in making choices
• Inform the guest about any in house events [closed areas, fireworks, etc.] that might disturb the guest stay
• Uses suggestive selling techniques to sell rooms and to promote other services of the resort
• Knows the location and types of available rooms as well as the activities and services of the property
• Deliver guest’s folios and confirmation letters to guestrooms
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
• Complete the Daily Log in ALICE Platform
• Utilize the SAGA System to provide detailed guest profiling for future reference and service
• Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
• Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
• Capably operates Internet access and multimedia systems and assist guests with their devices’ connections
• Fully Trained in First Aid and Safety Protocols
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Responsible for the disinfection, cleanliness, and proper function of the assigned golf cart(s)
• Ensure that disinfection as per standards has been performed, noting it with the appropriate signage
• Inspect and sanitize all equipment that our guest may need to ease their stay
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Plan snacks and fruits based on guest preferences; diligently register details in SAGA
• Prepare coffee station accordingly to guest preferences (based on individual property)
• Prepare coffee at the perfect pantry as guest would require it
• Enquire guests about preferred timeframes for the housekeeping services upon arrival and/or throughout their stay to ensure minimum physical contact
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Ensure the Coordination of the housekeeping daily cleaning and turndown services
• Coordinate the turndown service operations in collaboration with the PM Supervisors
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Maintain standardized use of radio and mobile as per stablished by the Resort
• Drive and support revenue generation

Quality

• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Protects our guests’ interest to ensure customer satisfaction
• Monitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request
• Sole point of contact for the assigned guests or any guest, and ambassador for the brand
• Ensure special requests are met prior guest arrival
• Perform guest in-room check in process including room orientation
• Introduce and accommodate guest luggage as per standard
• Offer, and perform if agreed, personalized services such as packing and unpacking, guests’ belongings tidy up, clothes pressing, laundry management, shoe-shining, among others
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Coordinate and ensure guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Create extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others
• Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard
• Ensure that in-room amenities are displayed as per standards
• Inspect arriving guestrooms after housekeeping cleaning
• Inspect guestroom(s) after housekeeping daily and evening service is completed

Skills, Experience & Educational Requirements

• Education: High School completed; University Degree is a plus
• Minimum experience: 2 years
• Languages: Bilingual
• Language: English (100% proficient)
• Language:
• Computer savvy
• Proficiency in MS Office and Micros Opera PMS is required
• ALICE & SAGA Platform previous experience is desirable
• Exceptional communication and interpersonal skills
• Folios and billing knowledge are desirable
• Knowledge in luxury products, service, and brands
• Guest drive, team player, flawless communicator, passionate, well organized, details oriented

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Job Summary:

• An Assistant Host Manager is expected to have a smart and neat appearance, which reflects the high standards of One&Only Resorts.  The Assistant Host Manager is also expected to have a critical eye for details in terms of cleanliness, hygiene, and service. Knows how to manage and motivate a team of Hosts. As a teacher, the Assistant Host Manager also protects and ensures the service know-how. Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible. At the same time, their analytical minds and composed character allow them to be the primary line of defense to prevent and solve any possible complaints. A meticulous planning and strategy are fundamental to succeed in achieving all financial and operational goals set throughout the year. Their instinctive leadership empowers them to coordinate and orchestrate the operation with an efficient yet luxurious approach.

Key Duties and Responsibilities:

Development

• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Provide training and develop for employees reservation and sales techniques, company policy and procedures
• Prepare and organize pre-shift briefings for Host Supervisors/Team Leaders and Hosts
• Conduct/Lead operational and departmental meetings (as needed)
• Manage the team to attract, retain and motivate, develop, empower, coach and council, conduct performance reviews, resolve problems, and provide open communication discipline
• Proactively participates in own development and team development
• Compile a monthly training plan for the Host Team
• Provide up-date information on Memo and Training Board
• Closely monitors training records and ensures that training is performed in accordance with standard
• Create, update, and adhere to departmental SOPs and Checklists

Product

• Always represent and promote One&Only Resorts and to the best of his/her abilities
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only daily operation
• Knowledgeable about the facilities and services provided by the sister-hotels of the One&Only Resorts Group
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Ensures that all guest-access-areas within the assigned sections are always kept clean and tidy (i.e., rooms, corridors, room entrances and terraces)
• Ensure housekeeping services are performed within timeframes requested by guests
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Uses suggestive selling techniques to sell rooms and to promote other services of the resort
• Knows the location and types of available rooms as well as the activities and services of the property
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
• Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Fully Trained in First Aid and Safety Protocols
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Drive and support revenue generation

Management

• Directs the Host Department in the care and attention to detail in guest services
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Supervision of Host Supervisors/Team Leaders and Hosts contains grooming standards, coordination, checking and completion of the assigned duties
• Prepares weekly schedule of the Host Department
• Distribute all work-related information to the Host Supervisors/Team Leaders, Hosts and Hosts Assistant
• A commitment to a sense of urgency, immediacy, and total responsiveness
• Demonstrate commitment to uncompromising standards of excellence
• To develop a close working relationship with all departments, colleagues, and managers to ensure guest expectations are met
• To manage all staff in the department, to ensure the highest standard of performance from the team
• All colleagues are always dealt with in a polite and helpful manner
• Ensure all colleagues have proper supplies and tools for their daily tasks and activities
• Ensures that all maintenance requests are dealt with in a timely and professional manner
• Ensures that all service areas (pantries and corridors) are always kept clean and tidy
• Contribute to teamwork which positively impacts on Guest Service
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict
• Executive Management is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary
• Inspects and perform random audit checks of guest rooms, together with the Host, strictly abiding to the established standards and procedures
• Has sound product knowledge of all villas, as well as the services provided by the Host Department and all the hotels’ departments and their respective schedules

Quality

• Improve guest satisfaction
• Consistently improve quality of service
• Effective in complaint handling and problem resolution
• Coordinate daily Arrival and Departure experience; Properly plan 3-5 days in advance of intended arrivals to ensure all guest needs/preferences are prepared
• Welcome, greet, and assist guests with any requests, enquiries, and directions
• Ensure all guests’ requests are successfully completed
• Ensure Hosts create and follow up any ticket in ALICE, always in a timely manner
• Ensures that all F&B deliveries are dealt with in a timely and professional manner
• Look after guests who need special attention with the upmost care and accuracy
• Check all VIP rooms and Suites before arrival
• Responsible for utilizing ReviewPro in making sure that the feedback is shared with the team and follow up on any issues or glitches

Skills, Experience & Educational Requirements

• Education: High School completed – University Degree optional
• Languages: Bilingual
• Language: English Fluent (100%)
• Language:
• Proficient in MS Office, ALICE, SAGA, and Micros Opera
• Exceptional communication and interpersonal skills
• Natural leadership and management abilities
• Qualified financial analyst with billing knowledge
• Critical thinker and a remarkable problem solver
• Expertise in product and brand knowledge
• Excellent project management skills
• To be able to recognize and adjust to change