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, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. Create an unforgettable impression and project a favorable image of the resort at all times. 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 at least two pens on you at all times 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 key board, mouse and screen before and after every shift
• Wipe the Concierge desk, the lamps and the counter top 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 check-list 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 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.

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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• The VIP service manager is responsible for establishing, coordinating and overseeing the delivery of personalized, high-quality customer service to VIP guests. This includes managing a team of colleagues from supporting departments and implementing guest service policies and procedures and ensuring that all VIP guests receive prompt and efficient service.
• The VIP Services Manager is expected to have a smart and neat appearance, which reflects the high standards of One&Only Resorts.  The VIP Services Manager is also expected to have a critical eye for details in terms of cleanliness, hygiene, and service. Knows how to lead and motivate a team of Hosts & butlers as a teacher, the VIP Services 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.

Overview:

• Identifying and evaluating the needs of VIP Guests and developing customized service plans to meet their specific requirements
• Leading and managing a team of colleagues representing a multitude of departments, providing guidance, support, and training as needed.
• Developing and implementing customer service policies and procedures to ensure that all VIP guests receive consistent, high-quality service.
• Monitoring and measuring the effectiveness of customer service processes and making recommendations for improvement as needed
• Handling complex or escalated guest issues and resolving them in a timely and satisfactory manner
• Maintaining accurate and up-to-date records of customer interactions and transactions
• Providing regular reports on customer satisfaction, service levels, and other key metrics to management
• Collaborating with other departments to ensure that VIP guests receive a seamless, end-to-end service experience
• Staying up to date on industry trends and best practices in customer service
• Property Management of P2 & Signature Suites – ensure that all three suites are always in immaculate condition and ready to sell at any given point during vacant status
• Effective liaison & representation
• Innovation in product

Key Duties and Responsibilities:

Development

• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Prepare and organize pre-shift briefings for Butlers & Hosts
• Conduct/Lead operational and departmental meetings (as needed)
• Proactively participates in own development and team development
• Compile a monthly training plan for the Host, Butler & Housekeeping Team
• Provide up-date information on Guest feedback and upcoming reservations
• Create, update, and adhere to departmental SOPs and Checklists
• Build relationships with Owners, Body corporate & Executive committee
• Overseeing operations and maintenance of the Lions Head Penthouse and liaising with its owners

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)
• Knows the location and types of available rooms as well as the activities and services of the property
• 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 In-Room Dining and Housekeeping on the service of the occupied, departing and arriving rooms, based on timeframes and requests
• 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
• Managing reservations, guest preferences, and VIP profiles, ensuring accurate records and pre-arrival preparation including pre-arrival preference collection
• Plan and execute pre-arrival or arrival wow/joy moments as well as signature moments during the guest’s stay
• Work closely with Concierge to curate personalized experiences
• Coordinating suite readiness, amenities, and botanical setups with relevant departments
• Ensuring proper suite and penthouse preparation according to VIP standards
• Attending key events, site inspections, and overseeing VIP guest arrivals and departures
• Acting as a central coordinator to ensure seamless guest experiences across all departments
• Monitoring guest feedback, maintaining records, and driving guest retention strategies
• Ensure a seamless, personalized, and high-quality experience from pre-arrival through post-stay follow-up to create long-lasting relationships with guests and drive return reservations

Management

• Directs the Host & Butlers in the care and attention to detail in guest services
• Attend morning meeting with Heads of Departments on guest arrival days to ensure management team is briefed
• Supervision of Host/Butlers contains grooming standards, coordination, checking and completion of the assigned duties
• Distribute all work-related information to the departments
• 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
• Communicate and organize staffing requirements with relevant managers
• 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 Penthouses & Suites, as well as the services provided by the Host Department and all the hotels’ departments and their respective schedules
• Primary point of contact responsible for the Kerzner Private Homes program, overseeing and managing all aspects of the exchange program, including training, reporting, and communication with the global head office.

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 to 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
• Ensure that suites are checked daily to ensure that the rooms are showroom/upsell or sell ready
• 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
• Weekly maintenance & housekeeping report to be compiled and shared with Executive Housekeeper and Excom.

Skills, Experience & Educational Requirements

• Education: High School completed – University Degree optional
• Previous hospitality (operational) experience advantageous
• Languages: Bilingual
• Language: English Fluent (100%)
• Proficient in MS Office, ALICE, SAGA, and Micros Opera
• Exceptional communication and interpersonal skills
• Natural leadership and management abilities
• Critical thinker and a remarkable problem solver
• Eye for detail and five-star luxury standards
• Expertise in product and brand knowledge
• Technical knowledge and skills in terms of technology and innovation
• Excellent project management skills
• To be able to recognize and adjust to change
• Setting and achieving specific standards for self and others
• Capable of delegating some authority, with close follow up and control

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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 literate