Fresh Jobs at One&Only Resorts

Job Summary

• Under the leadership of the Head Concierge and direction of the Assistant Head Concierge, and within the limits of the hotel’s policies and procedures, to provide prompt, efficient and responsive service to all guests prior to arrival, to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale.
• Always create an unforgettable impression and project a favorable image of the resort. To project an image of courteousness and hospitality while handling guest inquiries.
• In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service.

Key Duties and Responsibilities

• To action duties and responsibilities of the Concierge Department such as:
• Recommendation and booking of top Restaurants, Bars, Clubs, tours.
• Make sure the brochures are stacked neatly and that you have enough in stock.
• Make sure you have enough stationery to write on and use recycled paper to write a to-do-list throughout your shift.
• Ensure you have always at least two pens on you and that they are in perfect working order.
• Assisting guests to purchase Table Mountain tickets.
• Book tours and transfers for guests
• Assisting guests to courier goods
• Assisting guests to package their goods prior to couriering it.
• Assisting guests with checking in on-line
• To assist in the investigation of guest complaints and queries.
• Taking responsibility for duties of the desk as well as your own.
• Prepares itineraries for guests prior to arrival and for in house guests as required.
• Assisting the Guest experience agents and Guest experience Hosts with any difficulties they might encounter.
• Ensuring that the Concierge as a department performs up to One&Only standard in accordance with the Kerzner guide to core competencies as in point 3 below.
• Plan and coordinate with other departments all guest special requirements and requests and ensure information is updated in guest reservation.
• Ensuring that the Concierge work area is always clean and tidy:
• Clean the telephones and computer keyboard, mouse, and screen before and after every shift.
• Wipe the Concierge desk, the lamps, and the countertop to ensure that it is dust free.
• During your shift ensure that your papers are always in a neat stack next to your station
• Ensure that the seating area in front of Concierge is always neat and presentable, that it is clear of dirt in all areas and that the pillows are puffed, that it looks welcoming.
• Ensure that you are logged into all platforms; Opera, Saga, Outlook, Dineplan, Alice and any other as directed by Head Concierge.
• Assist in ensuring that there are always the necessary brochures and maps available on the desk.
• Plans and coordinates with other departments all guest special requirements and requests and ensures information is updated in the guest profile on the Property Management system – Opera, Saga and Alice accordingly.
• Ensure that the Room Drop, Collections and Key register is completed correctly and always signed on collection.
• Check that all e-mails received are replied to within 12 Hours and filed correctly.
• To be very meticulous in completing the daily checklist and check that it has been done during shift handover.
• Taking ownership of the daily handover ensuring all unresolved topics such as guest requests are actioned during your shift.  Handover topics are to be actioned within 12 hours of the requested time.
• Assist with International and local newspaper requests.
• Utilize guest profiles, correspondence, and previous histories to ensure requirements are met prior to guest arrival.
• Review VIP codes and flag VIP arrivals
• Utilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival.
• Review VIP codes and flag VIP arrivals
• Ensures proper record keeping by updating the daily handover sheet, updating your Concierge diary as well as the daily activity sheet with relevant guest information and unresolved guest requests and queries in a clear, concise and understandable manner.
• Provide helpful, friendly and prompt personalized telephone service to all guests (external and internal).
• Share knowledge and skills with other colleagues.
• Must report at least 10 minutes prior to the start of your shift in order to ensure that a smooth exchange of handover takes place.
• Assist the Concierge team in the updating of training documents.
• Assist in the identification of any training needs within the department and communicate this to the Head Concierge.
• Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments.
• Rooming of guests when necessary
• Assist with site inspections and show-rounds as required.

General and other 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 participates 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.
• To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform.

Interpersonal Relationships

• Subordinates and other members of staff are always dealt with in a polite and helpful manner.
• 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.

Education or Certification

• Must be computer literate, knowledge of MS Office and Opera is essential.
• Advanced Diploma, Hotel Management or similar discipline
• Must be able to work well under pressure and be able to multi-task.
• Must have experience as a Concierge in a five-star environment for a minimum of 2 years.
• Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential.
• One must have the ability to satisfactorily communicate in English with guests, co-workers and management, to their understanding.
• European language skills will be advantageous.
• Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required.

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Job Summary

• The main function of a Mini Bar Attendant is to insure that all mini bar requests are obtained from Detail Arrivals Report, to insure that all mini bars are stocked as per standards of the property and to ensure sales are charged to the guests account immediately.

Key Duties and Responsibilities

• Collect listings of the arrivals, departures, VIPS as well as initial requests for the mini bar from Reception before stating replenishment of the rooms.
• To ensure the highest standards of the O&O Cape Town are always projected by ensuring the Mini bar is clean and stocked to standard SOP/ product list.
• Stock the mini bar to par level every day and ensure all used products are charged immediately to the GUESTS account.
• Ensuring all actual stock and current stock is recorded on a stock sheet, as well as the replenished stock. 
• Report to the IRD Supervisor or Manager at start of shift.
• Collect keys for trolleys at Reception.
• The attendant who collects the keys is entitled to open the trolleys with their mini bar colleague and count all stock in all the trolleys and record it as opening stock.
• The trolleys are to be stocked to the appropriate par level.
• All stock in the mini bars in the rooms is to be recorded in writing and all sales made in mini bars are to be charged immediately.

General

• Learn the hotel’s fire and safety procedures and how to operate the restaurants firefighting equipment.
• Learn the facilities of the hotel and the daily events and functions, in order to satisfy guest inquiries and briefings.
• Perform other duties as assigned on the weekly schedule.
• Attend training sessions and briefings.
• To be responsible for ensuring the maintenance of all equipment within the hotel and report any untoward activities to the IRD Manager.
• This job description is not an exclusive or exhaustive list of all job functions an employee in this position may be asked to perform from time to time.

Skills, Experience & Educational Requirements

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• To be positive, energetic, self-motivated and presentable.
• Must be accurate in numeracy skills such as addition and subtraction  

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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

• Under the leadership of the Night Manager and the general direction of the Front Office Manager, verifies the accuracy of guest accounts and balancing Departmental charges. 
• With experience in a high quality luxury boutique hotel/resort, the Night Auditor will support the Front Office and Guest Relations team in offering the highest level of customer service and supporting our colleagues to ensure a positive team spirit, supports all property operations, ensuring that 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 auditor will also serve our guests in an efficient, friendly and professional manner in accordance with the standards of the One&Only. 
• Manages 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 computerised
• 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 Managing Director.
• Foreign currency is 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.
• Assistance, when required, is given to guests to make international calls or to obtain information.  All guest enquiries, requests or complaints, where immediate assistance cannot be given, are directed to the Front Office Manager or Executive Manager.
• 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 queries 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.
• All complaints are recorded on a glitch and sent to the relevant parties on the set email listing to ensure that it is communicated to everyone involved.

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 participates 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 Auditor in a five star environment for a minimum of 2 years.
• Cashiering experience is essential.
• Have an 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

• He/she will be assigned to the tasks in accordance to the standard operating procedures as implemented by the Executive Chef. He/she must ensure that proper hygiene and sanitation in the outlet kitchen under his jurisdiction.
• He/she must maintain an adequate stock of food supply, inter department coordination and be involve in training. He/she carries the full responsibility of the operating equipment including its inventory levels.
• He/she will ensure of maintaining the outlet food cost at all times. He/she also must ensure and enforce the service standard by directing, supervising and motivating the staffs to perform to the highest level of service.
• He/she will communicate with the guests and share feedbacks with the chef in charge and the management. The feedback then will ensure high levels of food and service quality and guest satisfactions are maintained at all times.

Key Duties and Responsibilities

• Ensure the quality levels of kitchen production and presentation is maintained at its highest level at all times.
• Ensure the kitchen and working areas are thoroughly clean at all times.
• Ensure all mise- en place is correctly prepared prior to commencing of service.
• Demonstrate excellent product knowledge of all food and special functions held at the resort.
• Participate in the service of any special functions or events organized by the resort.
• Coordinate functions and activities with the F&B department.
• Establish and maintain smooth work relationships in the kitchen.
• Ensure the outlet food cost is maintained at all times.
• Conduct regular checks on all food products for any expired item.
• Ensure all food products are labeled according to requirement.
• Ensure that equipment is cleaned, when necessary or according to their schedules.
• Supervise the undertaking of physical asset inventories on scheduled month.
• Maintain and create a working environment that reflects a sense of place.
• Train and motivate all subordinates to ensure resorts standards are maintained.
• Assist supervisors in generating work schedules for kitchen personnel, according to forecasted demand requirements.
• Delegate responsibilities to staff and ensure tasks are completed on a timely manner.
• Handle any guest’s complaint in a professional manner, as per resort’s Policy & Procedure (service recovery).
• Ensure that disciplinary actions are taken, when necessary, according to resort’s policies.
• Perform any additional or special duties, as directed by a superior.
• Maintain the highest level of personal hygiene and grooming at all times, as per standard.
• Practice proper telephone etiquette with colleagues and resort’s guests.
• Attend all training carried out by the Training Department.
• Ensure that all channels of communication are respected and information is disseminated to the correct receivers.
• Ensure excellent communication and working relationships with colleagues are maintained and contribute to the team spirit.
• Ensure that a safe, hygienically fit working environment is maintained at all times and reports any concerns or faults immediately to the immediate supervisor.
• Remain updated on all resort happenings, including guests in-house, arrivals and departures, as well as daily events.
• Exhibit an outstanding knowledge of the One & Only Resort.
• Understand and apply the resort’s Policies & Procedures, including during emergency situations.
• Conduct a monthly communication meeting.
• Conduct a daily briefing prior to service.
• Ensure maintenance work is completed, in a timely and professional manner.
• Ensure all fixed assets are well maintained.
• Demonstrate knowledge and interest in goals and objectives of the One & Only brand.
• Ensure all activities are carried out honestly, ethically and within the parameters of the S.A Law.

Skills Competency Requirements:

• Culinary school diploma and/or 3 years work experience
• 5 star work experience
• Knowledge of Food Safety systems (HACCP)
• Basic English knowledge 

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Job Summary

• Responsible for the running of the pastry and bakery kitchens at the One&Only (excluding Nobu) with the aim off maintaining the established standards, ensuring profitability and achieving maximum guest satisfaction.

Key Duties and Responsibilities

• Be familiar with workplace policies, rules and procedures.
• Do development interviews with staff (highlight training needs, decide on plan of action and track progress) on a Quarterly basis, in conjunction with performance appraisals.
• Assess compliance to standards and do on-the-job guidance/ training to address performance gaps.
• Keys to be signed in and out of security by Sous Chef. Night shift to request security to open up after hours.
• Avoid theft
• All storage areas to be locked after service - where applicable as night bakers need access
• Monthly operating equipment stock take to be carried out according to procedure
• No orders to go out without micros dockets
• Stock takes to be accurate by weighing off correctly and in correct unit of measurement
• Fridges to be kept clean at all times with items clearly labelled, prepped for stock takes.
• Operating Equipment to be stacked neatly for counting
• All order/issue requests to be allocated to correct store.
• Avoid over ordering and excess stock by referring to function sheets etc. before placing an order
• Place order requests on PeopleSoft according to market list, occupancy, dept. requirements & upcoming functions
• Arrange regular deep clean and maintain hygiene procedures & controls.
• On-going - 95% quarterly Hygiene Audit score.
• All food to be wrapped, marked, dated and stored on designated shelves at correct temperature (staff only to bring up what they need for mise- en place).
• Ensure that high standard of food is consistently maintained and improved upon. 
• Mise- en place done according to standard recipes & costings.
• Presentation as per operational requirement
• Check consistency in food quality, timing, preparation and presentation
• Be aware of macro/ micro- environment and the effects on business & costs
• Keep budgets and cost in line to ensure that operation is profitable
• Effective planning, systems and controls
• Achieve maximum profits
• Costings to be done on all recipes
• Food cost below 30%
• Successful management of all hotel restaurants/ outlets
• Consistent standards
• Cost controls
• Trend setting & innovative projects
• Analysis & assessment to improve
• Accommodate all guests requests as far as possible
• Ensure that all staff are present according to department rosters
• Handover from chef on duty & Handover to relevant departments re. requirements for functions & service
• Check that all equipment is turned on & operational for service
• Delegate tasks for service to associates
• Draw up daily task lists & production schedule for service & function prep with assistance of subordinates
• Ensure that stock for service is sufficient and available

Skills, Requirements and Qualifications

• Matric
• Culinary qualification
• 13-15 years’ experience including 5 years in a similar position
• Exposure and experience in international food standards
• Knowledge of and experience in fine dinning, a la carte, buffet and banqueting service including show piece work
• Ability to communicate well in English both written and verbally
• Ability to develop and train staff
• Strong management skills
• High energy levels and ability to deal with stress
• Knowledge of food cost control and menu planning
• Knowledge of and experience in health and hygiene audits
• Knowledge of disciplinary procedures as set out by company