Career Opportunities at One&Only Resorts

Job Summary

• Under the general direction of the Executive Housekeeper and the Senior/Junior Assistant Housekeepers, and within the limits of the hotel’s policies and procedures manage the entire Rooms and common area cleaning function.  This includes the service vision and concepts, oversees and directs all aspects of overall Housekeeping cleaning operations which includes guest rooms, public areas, laundry and back of house areas. This post requires the employee to work shifts which will vary according to operational demand.

Key Duties and Responsibilities

HOUSEKEEPING OPERATIONS

• To ensure the Market Metrix scores and One&Only standards are maintained on an on-going basis in order to ensure an annual average score in excess of 95%.
• Inspect guest rooms and public areas on a regular basis to ensure that the furnishing facilities and equipment are clean and in good repair and make recommendations for the upkeep of the same.
• To ensure The Contract Cleaning Company fulfill their obligations as described in the agreement between The Contract Cleaning Company and the One&Only Cape Town.
• To ensure that The One&Only fulfill their obligations as described in the agreement between The Contract Cleaning Company and the One&Only.
• Assist in monthly stock takes for all linen, operating supplies, operating equipment and amenities.
• Ensure the room attendants adhere to set out policies and procedures of The One&Only Cape Town..
• Ensure the room attendants are trained prior to performing their general duties.
• To ensure all arrival rooms are serviced before 14:00 and all occupied rooms are cleaned before 14:30.
• To ensure all bedrooms are turned down before 21:00.
• To ensure all bedrooms are checked according to set checklists for day time servicing.
• To ensure all Very Important Guest rooms are double checked and handed over to the Senior Assistant Housekeeper.
• To ensure Very Important Guest rooms are cleaned and checked in priority by supervisors.
• To ensure all room status are called through to the Coordinators.
• Drives continuous improvement and builds support for changes.
• Control housekeeping procedures that provide for the health and safety of personnel and guests, such as lost and found service, key control, security and emergency procedures.
• Ensure that all floral arrangements and decorations in rooms are of a very good standard.
• To ensure all maintenance issues are reported to the Maintenance department in good time.
• To ensure that any loses or damages to furniture and fittings or equipment are reported to the Executive Housekeeper/ Rooms Manager immediately.
• To ensure that any guest complaint is reported to all HOD’s concerned and ensure that the Resort Manager and the Rooms Manager is informed immediately according to the gravity of the situation.
• To ensure that changes in the Housekeeping function are adhered to as directed by the Executive Housekeeper and the Rooms Manager.
• Plan schedules for Special Cleaning (spring cleaning, windows, high windows, marble, sandstone areas, basement parking, and carpets etc.)
   

HOUSEKEEPING PERSONNEL

• Assists with co-ordination and preparation of staff rosters and leave schedule to ensure adequate coverage in all housekeeping areas according to occupancy.
• To ensure the maximization of the cleaning staff performance through the establishment of the Standard Operating criteria
• To identify training needs, especially room attendants, assist in the development of formal and informal training plans and implement training sessions on an on-going basis.
• To ensure than on-the-job training is done and recorded and maintained on an weekly basis.
• To maintain appropriate standards of conduct, uniform and appearance of housekeeping employees.
• To ensure that all staff matters relating to misconduct or incapacity are dealt with timeously and that the appropriate disciplinary action is taken if necessary.
   

HOUSEKEEPING ADMINISTRATION & FINANCE

• To prepare and produce all necessary project reports, as requested by the Executive Housekeeper, Senior Assistant Housekeeper.
• To ensure that administrative duties are completed correctly and submitted Daily, weekly and Monthly.
• Ensure with the store-keeper that we are keeping enough par stock of operating supplies such as bathroom amenities, umbrellas, small guest rooms’ furniture, fixtures and equipment, printing and stationary.

INTERPERSONAL RELATIONSHIPS

The requirements of this key result area will have been satisfactorily performed when:-

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• 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.
• Management is kept informed in an appropriate 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.
• Instructions from management are treated constructively and acted upon.
   

GUEST SATISFACTION

• Take initiative and make recommendations to continuously improve Guest Satisfaction.
• Investigate thoroughly any negative guest comments or complaints and implement necessary action to remediate.
• Furthermore, to ensure that you are familiar with the prescribed One&Only minimum standards and that subordinate staff are trained and monitored in their performance regarding these standards. These will include, but not be limited to, the prescribed standards relating to:
• Guest room conditions
• Guest room amenities and gifts
• Guest room service
• Turndown service
• Laundry and valet service
• Housekeeping and maintenance requests
   

MINIMUM REQUIREMENTS:

• 3-4 years related or similar experience in a luxury international hotel brand
• Successfully implement, maintain and oversee lqa standrads.
• Knowledge of opera, alice, tractech and related software would be advantageous
• Strong background in all aspects of housekeeping
• Hospitality related qualification would be advantageous
• Excellent verbal and written communication and presentation skills
• Ability to handle multiple tasks
• Strong planning and organizational skills to meet deadlines
• Strong people management skills with an ability to manage a team
• Ability to build and maintain internal and external relationships
• Excellent computer and typing skills, microsoft  office proficiency
• Knowledge of sales force and opera advantageous
• Ability to work in a fast paced and pressurized environment

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Job Summary

• The Guest Services Supervisor is one of the main supports of the Front Office Team, Host Team & Connectivity Center Team within the guest’s stay. It plays a major role in the anticipation of guest profile and amenity planning for their stay. This position’s main responsibilities as Back of the House include researching, capturing, and communicating guest profile, preferences and allergies, celebrations, etc. and use it to support the Host Team & Connectivity Center Team in providing a personalized and tailored experience to our guests. The GES Supervisor is responsible for creating and organizing guest amenities and everlasting memories in coordination with the resort.
• Additionally, the GS Supervisor will assist the GS Manager and Host Team Leadership in regards of all departmental, administrative, and guest needs.

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
• Contribute to creating a positive work environment
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
• Attends monthly departmental meetings and departmental trainings
• Reflects the effective interdepartmental communication across the resort; acts with integrity and leads by example
• Constantly looking for more ideas and ensure creativity to the guest experiences (amenities, special celebration, and guest’s important moments)
• 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

Operations

• Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
• Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Perform an exhaustive search of each upcoming guest
• Keep record of guests’ profiles, including any guest information, preferences, and allergies in SAGA daily
• Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
• Ensures all possible existing profiles are merge daily through OPERA and SAGA
• Elaborates VIP Guests Report and distribute it via e-mail to Leaders daily
• Capture all amenities in ALICE or SAGA
• Answer every email within our 24 hours standard time, prioritizing urgent emails and/or calls
• Support and engage with guests during all special events and Holiday Programs
• Maintains privacy of our guests and staff members
• Complete administration tasks on time
• Comply with the functions related or non-related to the position based on the operations needs and instructions from management
• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
• Show flexibility within your position and be able to fulfill any other tasks you are asked to perform
• Know how to use ALICE systems, GMH, OPERA, Open Table/Sevenrooms, and SAGA perfectly to ensure a smooth operation and effective communication
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• Provide support to Host and Front Office Team when needed
• Support the arrival/departure experience as needed
• Support the Reception when necessary
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
• 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
• Strictly adhere to the Lost & Found Policies and Procedures established by the Resort
• Use the radios as per the standard of communication established by the Resort
• Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Manager(s)

Quality

• Ensure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices
• Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements
• Report any guest’s issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response
• Coordinate amenities for guests who are celebrating a special occasion
• Monitor social media to obtain guests preferences and organize special details for them (photo frame, etc.).
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Monitor Customer Satisfaction through our platform ReviewPro
• Improve guest satisfaction
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
   

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Education Level: Bachelor in Hotel Management or Technical or General Administration
• Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
• Excellent verbal and written communication
• Detailed and Service oriented
• Intermediate/Advanced computer skills
• Knowledge of Opera PMS
• ALICE platform knowledge is desired, but not required
• General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
• Knowledge management databases
• Abid multitasker and capable of working under pressure
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Team player oriented
• Reliable and result driven
• Ability to spend long hours standing up

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Job Summary

• Spa Attendants are responsible for delivering exceptional levels of hygiene and cleanliness in all aspects of the spa operation in  line with ESPA and Hotel brand standards, whilst delivering excellent five star client care. Responsible for performing spa set up and close down procedures and ensuring all guest amenities are replenished throughout the day. 

Key Areas of Responsibility

Housekeeping Duties/ Operations

• Set up and close down the spa as per the brand standards set down by ESPA and Hotel, using relevant  

checklists.

• Carry out a regular walk through of the entire spa to ensure cleanliness, working facilities, adequate stock levels of guest amenities and linens, removal of dirty linen, candles lit and checking flower displays are fresh and presentable.
• Ensure client lockers are turned around quickly with the appropriate amenities and presentation.
• Removal of dirty linen from the spa without disturbing the client experience, delivering it to the relevant housekeeping area.
• Maintain the cleanliness and adequate stocking of the therapist preparation areas.
• Liaise with relevant F&B outlets to receive refreshments for the spa ready for opening and refreshing throughout the day.
• Aid therapists in setting up for treatments and clearing away afterwards.
• Assist all other members of staff at all times including therapists, reception support and gym staff.
   

Guest Relations

• Express courtesy to guests at all times, offering assistance where required.
• Maintain a good knowledge of treatments and services offered in the spa to assist with guest enquiries.
• Attend to guests in both the relaxation and waiting areas ensuring that they are comfortable as well as offering refreshments.
• Support reception by taking guest’s shoes and guiding them to changing rooms, as well as pointing out the location of heat experiences and relaxation areas and explaining their use.
   

Health, Safety & Hygiene

• Monitor the maintenance of all equipment and facilities within the spa and fitness area, reporting any issues to Duty Manager/ Hotel Maintenance.
• Responsible for pool plant testing during spa operating hours, ensuring chlorine and PH levels are at a safe level, recording findings to maintain an accurate record.
• Maintain the cleanliness of the entire Spa in particular the changing rooms, toilets, and showers plus relax areas. These should be kept in a neat, tidy and sanitary manner in accordance with ESPA and Health and Safety Standards.
• Receive training to ensure that all relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented within the Spa.
   

General

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director/Treatment Manager.
• Always be punctual and prepared in advance of starting work
• Perform any other duties deemed reasonable by management showing flexibility to cover areas outside the listed responsibilities.
   

SKILLS, EXPERIENCE & QUALIFICATIONS

• Able to read and write English
• Basic knowledge and understanding cleaning and cleaning tools
   

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Job Summary

• The Team Leader takes full responsibility for the overall operational duties of the Fitness Centre.

Key Duties and Responsibilities

• Ensure Opening and Closing Procedures are adhered to according to the policy and procedure provided.
• Restock of all stock Daily.
• Processing requisitions for water, towels, stationary, operational products and picking items up from the different departments
• Completion of Budget, stats and KPI reports monthly
• Yearly budget creation
• Managing staff and monthly rosters
• Commission and hourly rates to be calculated monthly.
• Staff appraisals twice yearly
• Initiate Staff placement proceedings by:
• job requisition,
• job description forms filled in and signed by different departments,
• placing adverts,
• liaising with candidates to send PI test from HR department,
• 1st interview, doing reference checks,
•  Employment Action Form filled in and signed by difference departments
• Invoicing to external clients and executive staff for personal training sessions
• Assessing and Exercise Training of external and in house guests
• Marketing to obtain external clients for exercise sessions to hotel residents
• To outsource any special requests like Stand up paddle boarding on canal for external or in-house guests and all liaise work to create new vendors, payments etc.
• Planning of Season roster complimentary classes
• Creating of Complimentary slips to guests
• Creating of new fitness packages and Prices
• Process of payment allocations from external guests
• Maintenance of gym equipment, if not fixable from maintenance department, requesting Pentasystems to call out, help with process of payments from Finance Department
• Training of new fitness instructors of all daily operational duties in gym, telephone and email etiquette, guest relations etc.
• Completion of monthly training attendance sheets and reports to Training officer
• Responsible for standards being maintained in Fitness Centre, including risk assessments
• General admin duties like Job descriptions stated, filing, copying, emailing and responding to guests wanting to book sessions, processing of payments from external or in-house guest sessions, or memberships
• Daily up keep of the Fitness Shared Drive Schedule
• Investigating of any complaints from guests on surveys about staff or fitness centre
• Maintaining Standard of Procedures in the gym
   

     SKILLS, QUALIFICATIONS & REQUIREMENTS

• Fully qualified and certified fitness instructor
• Tour Guid qualification preferable
• Basic lifesaving/ CPR
• Minimum of 3 years in 4/5* Fitness, and/or hospitality environment.
• Previous education and diplomas in Spa/ Fitness Management
• Skills in sales, marketing and guest relations.
• Strong customer service in luxury spa/hospitality industry.
• Detail-oriented and have the skills to manage in accordance to Standard Operating Procedures relating to service,  training, inventory and payroll.
• Experience in handling crucial situations with guests and colleagues effectively.
• Managing colleague performance issues quickly and effectively.
• Strong ability to coach and motivate colleague to achieve sales and service goals, build clientele, monitor productivity goals and evaluate results. 
• To present a professional and polished appearance.  
• Flexible schedule, available to work evenings, weekends and holidays.
• To remain in contact with updates and developments in the Fitness Industry.