Current Opportunities at One&Only Resorts

Job Summary

• The purpose of this position is to manage the night activities, reporting, training and operations of the Night Auditors and colleagues. Under the general direction of the Front Office Manager, to verify the accuracy of guest accounts and the balancing of Departmental charges. With experience in a high quality luxury boutique hotel/resort, the Night Manager will support the Front Office and Night Audit team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. To support all property operations ensuring the highest levels of hospitality and service are provided.  Compile the computerized update and mathematically verify and record all revenue processed for the hotel operation. The Night Manager will also serve our guests in an efficient, friendly and professional manner in accordance with the standards of the One &Only.  Manage the flow of questions and directs guests within the lobby, supports the tracking and resolution of service issues.

Key Duties and Responsibilities

• Night audit and front office operations
• Balance all daily reports for the Hotel
• Post and balance charges timeously and efficiently
• Prepare restaurant audits to breakdown and balance restaurant figures
• Run various reports – hand written and computer
• Complete all required night audit forms by shift end and submit to the Accounts Department
• Frequent Communication throughout the shift with Security Patrol.  Administer Directions when required.
• Effectively and completely train all new or relief staff in Night audit procedures
• Operate computer equipment and reservations system.
• Front office administration
• Maximum room occupancy and yield is ensured in line with the standards policy on rates and overbooking.
• The guest list and other required information is updated and copies sent to the appropriate departments, i.e. Housekeeping, Restaurants, In-Room Dining, Bar, Resort Manager, etc.
• Close liaison is maintained with the Housekeeping department on check-outs, room moves, forecast occupancies, etc.
• Any faults or defects are reported to the Maintenance department.
• The Colleague is fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
• Front office billing and cashiering
• All charges are correctly entered onto the guest’s folio and that this is kept up to date at all times.
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the EAM or Resort Manager.
• Foreign currency and traveller’s cheques are exchanged for resident guests in accordance with the hotel’s procedures and policies.
• All dockets and correspondence pertaining to guest ledger accounts are attached to the guest folio before being sent to the Accounts department.
• The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed.  Declares any overage or shortage on this report.  Counts and checks floats ready for handover.
• Switchboard operation
• All incoming calls are answered with a high degree of courtesy according to the set standards that will project the desired image of the hotel and such calls are re-directed to the person or department requested.  This may require that individuals within the hotel to be paged in order to connect the call accordingly.
• Assistance, when required, is given to guests to make international calls or to obtain information.  All guest inquiries, requests or complaints, where immediate assistance cannot be given, are directed to the Front Office Duty Manager or EAM.
• All requests for wake up calls are accurately recorded and ensure such wake up calls are initiated as requested, in a courteous manner.
• The employee demonstrates his/her knowledge of procedures and actions to be taken when a doctor, ambulance, fire or any other emergency call is requested or emergency procedure is initiated.
• Interpersonal relationships
• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• 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
• Guests are dealt with in a polite and friendly manner.
• Guest needs and requirements are anticipated and acted upon as soon as possible and guest inquiries and requests are dealt with promptly and efficiently.  Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure guest satisfaction.
• Dissatisfied guests are acknowledged immediately and attended to without delay.  The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person.  Complaints are followed up where appropriate to ensure a satisfactory action is taken.
• General duties
• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks.  The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participate in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.

Education or Certification

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• Must be able to work well with limited supervision and under pressure and be able to multi-task.
• Must have experience as a Night Manager in a five star environment for a minimum of 2 years.
• Cashiering experience is essential.
• Ability to develop and lead team members.
• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding. European language skills will be advantageous
• Business or Management qualifications are desirable

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Job Summary

• The job of a Runner is very important to the smooth running of the restaurant.  A Runner is the person who brings the food from the kitchen or sushi bar to the table.  He/ She must be able to perform a wide range of duties. A Runner should be smart, enthusiastic and polite at all times.
• A food runner will be informed of his/her main responsibility for the evening at the Pre-Service Meeting.

Key Duties and Responsibilities

• As a Runner you must be able to perform all duties of a Busser and work all pick up areas.  A Runner must be able to multi task, prioritize and remain calm under pressure.  As a Cocktail Server you are responsible primarily for running dishes to tables.  You must: -
• Have full knowledge of the food menu.
• Know all the table numbers in the restaurant and lounge bar.
• Be able to work all pick up areas: Hot Kitchen, Sushi Bar and Lounge Bar
• Carry plates confidently and elegantly.
• Read and understand kitchen tickets.
• Explain every dish at the table.
• Communicate effectively and respectfully with the Kitchen Chefs.
• Clear stations and tables and bring plates back to the kitchen.
• You may have noticed in the above descriptions that the word PRIMARILY has been underlined.  This is because the responsibility you have been given means that this is your priority, however, it is not the only duty you are expected to perform throughout the evening.

Throughout the evening you must be checking for the following: -

• Empty glasses and plates on the tables.
• Empty bottles on the tables.
• Guests leaving their seats.
• Guests needing assistance.
• Stations which need clearance.
• Share plates that need changing.
• Stocking up the kitchen pass.

Skills, Experience & Educational Requirements

• Fluent in written and spoken English, other languages a distinctive advantage
• To be able work well under pressure and able to work shifts
• 2 years’ experience in a similar capacity
• To be able to communicate effectively and do multi tasks
• Strong beverage knowledge

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Job Summary

• The purpose of the job is to assist in the day to day running of the department by coordinating the daily arrival report and correspondence according to procedures to ensure all arrangements are reconfirmed and communicated to all relevant departments. As a member of the Reservations Team ensure we match the guest’s needs by promoting and selling the benefits and features of the hotel, whilst assisting guests with their reservations and requests. To receive and process reservations in a professional and efficient manner and to provide accurate commentary to all other departments.

Key Duties and Responsibilities

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

General:

• Inspire guests with an attitude of personal attention to their requests
• A commitment to a sense of urgency, immediacy and total responsiveness
• Anticipate guest needs and address them in a refreshing manner
• Demonstrate commitment to uncompromising standards of excellence
• Have superior knowledge of Cape Town and surrounds
• Approach each guest in a confident and welcoming manner
• Work as a team with all other Departments in their endeavor to delight the guest
• Demonstrate a willingness to “go the extra mile” to exceed guest expectations
• Show respect for guests security and privacy at all times
• Dissatisfied guests are acknowledged immediately and attended to without delay.  The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person.  Complaints are followed up where appropriate to ensure satisfactory actions are taken
• To understand the basic business imperative and operational standards with regard to the establishment
• To adhere to agreed systems and procedures
• Represent the establishment in a positive manner at all times
• To complete all given tasks in a timely manner and to adhere to operational hours as needed

Customer service:

• Process Incoming and outgoing telephone calls, communicate verbally, written communication, provide customer information, receive and process reservations
• The telephone is answered within 3 rings according to the prescribed criteria and TSA call flow criteria
• All reservations are processed accurately and efficiently
• Different types of guests requirements are accommodated e.g. VIP’s, disabled, elderly
• Communicating of any guest-related information to all relevant departments
• Guest expectations are exceeded in all areas
• All relevant details are recorded accurately e.g. payment details
• Appropriate recommendations, options and alternatives are communicated to the guest
• Confidentiality of information is maintained at all times
• Special Requests are communicated to relevant Departments
   

Financial - Selling hotel facilities in order to maximize revenue:

• Every call to be used as an opportunity to upsell
• Facilities, activities and special events are promoted
• To remain fully informed at all times regarding the facilities that the hotel has to offer and Cape Town as a destination
• To ensure you remain aware at all times of what packages are on offer and which tiers to sell at and communicate specials and promotions to guests
• Sales & Marketing activities are supported

Administration:

• Ensure accuracy of all market segments with rate codes when making reservations when making reservations.
• Processing of all reservations by mail, telephone, E-mail, GDS, third party websites and fax - one-hour turnaround time
• Processing of all reservations from agents, tour operators, general public and sales
• Passing on accurate guest information to relevant departments
• Processing of all cancellations, revisions and information updates or changes
• On a daily basis to accurately input individual reservations in the PMS
• To respond to all reservations/inquiries within one-hour turnaround time
• Thorough knowledge of Frequent Flyer Products, services and administration e.g. Emirates program
• To accurately inform all individual and guest reservations of the hotel cancellation policy
• To utilize “preferences”, “traces “and comments to ensure that the relevant departments are kept updated with regards to any preferences made by guests e.g. transport, wine, cots, allergenic pillows etc.
• To ensure that all relevant administration is kept updated at all times
• To follow up on all no shows and to change accordingly.
• To follow up on late cancellations and charge accordingly
• To follow up on early departures and charge accordingly
• Query account transfers receive required authorization
• Check next day’s arrivals according to standard operating procedures and look for any missing correspondence, reconfirm all arrangements and hand over to the Front desk
• Check and chase 2pm tentative reservations

Working environment & interpersonal skills:

• All colleagues are dealt with in a polite and helpful manner at all times
• Contribute to team work 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
• 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
• Instructions from management are treated constructively and acted upon
• All health, safety & security procedures implemented to ensure safety of guests and colleagues
• Grooming and uniform wear conform to standards and requirements
• Proactively participates in own development

Mystery call program:

• The Hotel operates a quality assurance “mystery Guest” audit program every month.  The passing mark is 90% for the Reservations Department.  When the department has scored under 90%, to assist the Reservations Manager in providing a written report detailing both explanations and remedial actions being implemented to improve performance. 
• To abide by the Mystery call standards and Hotel specific criteria: in order to secure a minimum General Score of 90% for the Department.

Skills, Experience & Educational Requirements

• Computer literate including relevant software and experience in using a PMS system
• At least 2 years experience in a similar position
• Focus on detail which is a major requirement of the job
• To be able to work efficiently and quickly in a fast-paced environment
• Be able to prioritize as this position has multiple projects going simultaneously
• Very socially-focused, requires “how can I help you?” attitude
• To be able to build and maintain relationships
• Adherence to procedures and guidelines is important
• Effective Communicator, open-flowing communication is important
• Must be friendly and genuinely interested in the business, agenda and needs of others including the company, its management and customers
• Persuasive selling style to communicate the company’s services & facilities, policies and terms and conditions
• To be able to work with and for others in a helping role
• To be able to lead by example, to be able to assist when required
• Task driven to ensure proper results
• Work accurately with figures and perform advanced calculations
• Reservations office hours - 07:00 - 23:00 
• To be able to work on public holidays and weekends
   

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Job Summary

• Ensure the smooth running of all outlets within and that budgeted sales and profit margins are achieved; ensure the monitoring, maintaining and improving of standards is continuous.

Key Duties and Responsibilities

• Compliance to workplace policies, rules, procedures and standards
• Be familiar with workplace policies, rules, procedures and standards.
• Upgrade and implement new policies and procedures as and when required from time to time.

Finance                                                                  

• Monitor and maintain all selling prices throughout the F&B Department.
• Ensure that all Food & Beverage stock takes are done bi-monthly and according to procedure.
• Where necessary implement action plans for areas that show stock shortages.
• Coordination of accurate and procedural Service Charge distributions as per agreed Policy and    
•  Procedure
• Continually monitor & update Monthly Forecasts (PIM) to ensure maximum profitability.
• Assist in checking costing and monitoring Cost Control for the entire Food & Beverage Department
• Quarterly Market Related Pricing research and recommendations
• Maximizing Food & Beverage Profitability in the outlets

Performance Management

• To co-ordinate the appointment, development and appraisal of all Food & Beverage associates.
• To assist with all Human Resources related functions, which include Industrial Relations and Training.
• Investigate and address cases of misconduct and incapacity.
• Handling of Individual Disciplinary Hearings and Grievances.
• Continuously monitor that disciplinary and grievance action are consistently applied through all F&B Departments.
• Conflict Handling amongst associates and management
• Participate in Employee Motivational Projects.
• Monitor staff’s compliance to Job Profiles.
• Meetings with Staff and Management
• To ensure application of the Companies Labour Relations Policy.
• Assess efficiency of Department’s Standard Operating Procedures and amend if necessary.
• Assist in completion of monthly performance appraisals.
• Assist with objective setting for associates.
• Identify top achievers in outlets
• Participate in Active Decision Making Process with associates
• Monitor full Job Flexibility amongst all outlets
• Improve Communication between all outlets

Operation Performance and Planning

• Ensure each service period achieves 95% result upon Mystery guest Audit
• In conjunction with the Executive Chef co-ordinate the activities of all Kitchen activities.
• In conjunction with Executive Chef and Chief Steward, ensure hygiene standards are maintained
• Co-ordinate overall planning of Food Production.
• Ensure effective Communication with other Departments.
• Identify Training Needs.
• To drive maximum profitability and effectiveness whilst maintaining high standards.
• Control Operating Equipment relating to F&B operations.
• Ensure that Health and Safety Rules and Regulations are adhered to, based on minimum requirements as law determines
• Ensure regular Departmental Meetings are held.
• Maintaining of operational standards and the development thereof.
• Monitoring, Reporting and Resolving of guest complaints and providing guest feedback. All complaints are to communicated to the F&B Director
• Perform any other reasonable requests and duties required by the F&B Management

Equipment

• At all times ensure that all F&B operational equipment are in good working order.
• Liaise with Maintenance with regards to preventative maintenance of all F&B operating equipment.

Customer service

• Liaise with the Executive Chef on a daily basis ensuring a high standard of quality presentation of all food items through the Food Department.
• Ensure that all Beverage Departments are standardised with regards to service to guests.
• Ensure that on-going promotions throughout the F&B Department take place increasing F&B revenues.
• Create a rapport with all customers on an on-going basis.
• Ensure that the highest standard of customer service by all staff is maintained at all times.
• Assist whenever required with improving customer requests.

Marketing/Promotions

• Effective Yield Management to be applied in conference and Banqueting department
• Promotional Planning
• Special Package Development
• Input in Compilation of Seasonal, weekly and Weekend Entertainment Program's.
• Collect and record guest feedback and build guest database to be used in advertising and marketing.

Time Management

• Ensure staff is rostered according to business levels.
• Monitor Associate Transport
• Manage working hours and attendance of staff.
• Assist in monitoring off days for HOD’s.
• Monitor scheduled leave and control Leave Liability for all Outlets.
• Monitor Family Responsibility, and Sick Leave.
• Monitor time and attendance and highlight and take action against abuse of sick leave or absenteeism and bring this to the attention of F&B management.

Training and Development

• Identify training and development and operational needs of all F&B Supervisors and staff, and develop programmes required.
• Do development interviews quarterly with associates assisting HOD’s in identifying their staff needs (highlight training needs, decide on plan of action and track progress).  Forward signed copies to HR.
• Ensure training and development and other F&B related training needs are done in conjunction with the Training Department.
• Monitor and ensure that all Time Books as well as Payroll is up to date and accurately completed.
• Continually monitor all leave through the Department thereby ensuring up to date records on all staff.
• Ensure that regular meetings are held with all staff within the Department.
• Ensure that the highest standard of appearance of all F&B staff are maintained at all times i.e.
• Uniforms, wearing of jewellery, personal hygiene etc.
• Assess compliance to standards and complete on-the-job guidance /training to address gaps.
• Problem Solving, Own the Problem attitude (Empowerment)
• On Job Training and cross training of Assistant Outlet Managers and Supervisors

General

• Liaise with Ops Surveillance regularly checking that all operational procedures are being adhered to.
• Where necessary ensure corrective action is taken for F&B staff.
• Once an investigation is complete, liaise with Surveillance and ensure correct follow up is taken.
• Ensure that all F&B stock is secured according to procedure at all times.
• Ensure that a weekly health and hygiene inspection takes place incorporating all food outlets, BOH areas, bars liaising with the health and safety department and kitchen.
• Ensure that a weekly cleaning programme for all F&B outlets is in place and follow up on a regular basis.  Liaise with Public Areas where necessary.
• In conjunction with the Chef and Chief Steward, ensure that the BOH areas are hygienically maintained standard in accordance with health regulations.
• Liaise with contractors ensuring contract agreements are maintained and do spot checks when required.
• Be on hand during peak hours to monitor standards of service and presentation complies with the agreed policies and procedures, ensuring the highest degree of guest satisfaction.

Standard duties

• To have a thorough knowledge of all the facilities and services offered or for sale by the hotel.
• To maintain at all times the highest standards of appearance and social skills, according to company policy.
• To work in harmony with all staff, and with any department related with the operation.
• To attend training as and when required.
• To be familiar with the staff handbook, house rules fire and security procedures.
• To perform any other duties as directed by the F&B Director.
• To be available to work overtime at the request of the F&B Management.
   

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Job Summary

• Perform his/her assigned tasks to the highest professional standards, displays good salesmanship in up- selling skills. Demonstrate excellent menu product knowledge, telephone skills and etiquette. Displays team work attitude towards his/her colleagues. Communicates with guests and report guest’s feed back to the Nobu General Manager and too ensure service quality level is maintained at all time. Nobu Cape Town requires an in depth knowledge of the product and standards of the brand.

Key Duties and Responsibilities

• Ensures that all mise - en place is correctly prepared prior to commencing service.
• Presents the wine list within the time parameters set by the resort.
• Demonstrates excellent product knowledge of all food and beverage offered by the resort.
• Ensures that requisitions are placed according to the restaurants/ bar’s requirements and wastage is minimized and controlled by documentation as per the SOP’s of the resort.
• At all times, act in a responsible manner, especially in regard to the sale of alcoholic beverages.
• Maintain and create a working environment that reflects a sense of place.
• Ensures all tasks assigned, are completed, in a timely fashion.
• Ensure the least breakage of glasses by working in a professional manner.
• Attend and participate allocated team events.
• Must participate in required training related to the job.
• To be conscious and responsible regarding energy and water conservation.
• Report incidents of breakages, equipment repair and maintenance to Team Leader / Supervisor.
• Maintain highest levels of personal hygiene at all times.
• To be fully aware about all health and safety, fire and emergency procedures.
• Apply and adhere to rules and regulations as per employee handbook, departmental and resort policies and procedures, including those for the emergency situations
• Handle any guest complaints in a professional manner, as per resort’s Policy & Procedure (service recovery).
• Practice proper telephone etiquette with colleagues and resort’s guests.
• Ensure all activities are carried out honestly, ethically and within the parameters of the Maldivian Law
• To check, read and understand restaurant diary or communication booklet, ensuring all information is well aware before commencing a shift.
• Review the guest preferences, prior to approach guest tables, if recorded, as promised to our customers.
• Use the upselling techniques at suitable timing, in order to increase the hotel revenue, to achieve the annual goals.
• Greet our customer with the unique one & only greeting techniques and greeting standard.
• To double check the guest checks / bill before presenting to the customer, ensuring no discrepancies through correct billing
• To ensure acknowledge and greet guest with good eye contact, energetic and professional manner.
• Performs any additional or special duties, as directed by a superior.

Skills, Experience & Educational Requirements

• WSET or equivalent degree, level 2 or above from a recognized Sommelier program or equal experience from a recognized leading hotel of equal standard.
• Strong and up to date product knowledge of all wines
• Fluent in written and spoken English, other languages a distinctive advantage
• To be able work well under pressure

Computer literateJob Summary

• Perform his/her assigned tasks to the highest professional standards, displays good salesmanship in up- selling skills. Demonstrate excellent menu product knowledge, telephone skills and etiquette. Displays team work attitude towards his/her colleagues. Communicates with guests and report guest’s feed back to the Nobu General Manager and too ensure service quality level is maintained at all time. Nobu Cape Town requires an in depth knowledge of the product and standards of the brand.

Key Duties and Responsibilities

• Ensures that all mise - en place is correctly prepared prior to commencing service.
• Presents the wine list within the time parameters set by the resort.
• Demonstrates excellent product knowledge of all food and beverage offered by the resort.
• Ensures that requisitions are placed according to the restaurants/ bar’s requirements and wastage is minimized and controlled by documentation as per the SOP’s of the resort.
• At all times, act in a responsible manner, especially in regard to the sale of alcoholic beverages.
• Maintain and create a working environment that reflects a sense of place.
• Ensures all tasks assigned, are completed, in a timely fashion.
• Ensure the least breakage of glasses by working in a professional manner.
• Attend and participate allocated team events.
• Must participate in required training related to the job.
• To be conscious and responsible regarding energy and water conservation.
• Report incidents of breakages, equipment repair and maintenance to Team Leader / Supervisor.
• Maintain highest levels of personal hygiene at all times.
• To be fully aware about all health and safety, fire and emergency procedures.
• Apply and adhere to rules and regulations as per employee handbook, departmental and resort policies and procedures, including those for the emergency situations
• Handle any guest complaints in a professional manner, as per resort’s Policy & Procedure (service recovery).
• Practice proper telephone etiquette with colleagues and resort’s guests.
• Ensure all activities are carried out honestly, ethically and within the parameters of the Maldivian Law
• To check, read and understand restaurant diary or communication booklet, ensuring all information is well aware before commencing a shift.
• Review the guest preferences, prior to approach guest tables, if recorded, as promised to our customers.
• Use the upselling techniques at suitable timing, in order to increase the hotel revenue, to achieve the annual goals.
• Greet our customer with the unique one & only greeting techniques and greeting standard.
• To double check the guest checks / bill before presenting to the customer, ensuring no discrepancies through correct billing
• To ensure acknowledge and greet guest with good eye contact, energetic and professional manner.
• Performs any additional or special duties, as directed by a superior

Skills, Experience & Educational Requirements

• WSET or equivalent degree, level 2 or above from a recognized Sommelier program or equal experience from a recognized leading hotel of equal standard.
• Strong and up to date product knowledge of all wines
• Fluent in written and spoken English, other languages a distinctive advantage
• To be able work well under pressure
• Computer literate