Hot Jobs at One&Only Resorts

Job Summary

• The Front Desk Agent is responsible for all systems and procedures connected with Front Desk - Check in, Check Out, Resort Information, Cashiering, Luggage Handling, and other related Front Office duties. You will at all times project an image of courteousness and hospitality whilst dealing with guests and fellow colleagues. 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. The Front Desk Agent operates under the general direction of the Front Desk Manager, and within the limits of established hotel policies and procedures.

Key Duties and Responsibilities

Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereabouts
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Attend all pre-shift briefings under the supervision of a departmental leader.
• Actively participate in the workflow sequence and complete allocated tasks accurately

Product

• Act as the One&Only brand Ambassador always.
• Adhere of company ethics & antibribery policies
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP.
• Ensure strict adherence to company processes when dealing with cashiering functions, while maintaining the highest level of guest satisfaction.
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Able to drive and support revenue generation by following the upselling program that is available.
• Be diligent in keeping the PMS system accurate and relevant at all times.
• Ensure all processes and procedures are followed with guests’ arrival and departure.
• Must be able to update computer systems with relevant information obtained from guests.
• Ensure strict adherence to policy when taking payments for accommodation and incidentals.
• Complete refund process in accordance with hotel protocols.
• Be able to perform room moves and upgrades on the PMS System.
• LQA standards to become part of your daily routine.
• Handling foreign currency exchanges.
• Perform a comprehensive pit check, Credit Limit checks and all other financial processes daily to ensure full compliance.
• Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.
• Answering questions about facilities in the hotel and the surrounding area
• Dealing with complaints or problems and escalating to a Manager on Duty when necessary.
• Be able to communicate telephonically and to provide callers with requested information.
• Relay and route written and verbal messages
• Handle room reservation requests after office hours
• Assist with customer service enquiries
• Ensure the filing of customer bills – docket and correspondence management – Guest Pits
• As required or requested by the leader on duty, assist with or accept other responsibilities in the office
• Is responsible for their own cash floats and cash handling
• Ability to effectively use the following operating systems: OPERA, ALICE, SAGA; ReviewPro – Guest Messaging Hub
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• 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
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
• Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
• 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
• Use the communications tools 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
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Supervisor / Manager
• Support the Hosts were required

Skills, Experience & Educational Requirements

• Minimum of 2 Years working experience at 5-star establishment
• Diploma / Degree in Hospitality / Travel & Tourism desirable
• Fluent in English / Multi-lingual a plus.
• Good communication skills
• Must be computer literate
• Proficiency on Microsoft office, Outlook and Opera is required
• Excellent Guest Relations skills
• Can do attitude
• Must be able to multi-task
• Must respect privacy and confidentiality
• Must have an understanding of health and safety protocols
• Knowledge and adherence to hotel’s policy and procedures
   

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Job Summary

• The Housekeeping Coordinator is responsible for the smooth and efficient operation of the housekeeping office as the centre of the housekeeping department. They provide an informed and current source of information as the representative of the Housekeeping Department on a daily basis for Front Office and other related Departments.

Key Duties and Responsibilities

• Check and read emails ensuring that all work related information is noted and pass it ontthe Housekeeping Supervisors / Assistant Housekeeper / Executive Housekeeper
• Allocate Room Assignments, and ensure important information, such as departure/ arrival times and any Special Requests, are noted on Room Attendants/ Housekeeping Supervisor list and highlighted.
• Answer all housekeeping office incoming telephone calls correctly, recording messages and deliver them promptly
• Maintain an accurate record of out of order, VIP, Long stay, expected arrivals and departures, function and group rooms
• Handle any guest complaints in accordance with the accepted procedure and immediately advise the Executive Housekeeper, Assistant Housekeeping Managers and/or Team Leaders in order that they remain informed and aware how the matter is rectified
• Ensure that special all Alice guest requests are accurately recorded, communicated and immediately attended to. All guest requests on Alice should be actioned within the required 10 minutes timeframe in accordance with LQA and Forbes standards
• Prepare the daily work allocation for room attendants and maintain all necessary books required for daily control
• Prepare daily staff requirement list for the number of staff required for the next day
• Report any maintenance issues raised by room attendants, supervisors and housemen and make a follow up tensure that work is completed prior tthe guests’ arrival.
• Keep an effective and up tdate filing system
• Responsible for the tidiness and cleanliness of the housekeeping office areas at all times
• Update Housekeeping noticeboards as required
• Complete the daily transport list for the department and ensure that the list is updated and submitted by 2 pm daily

Maintain knowledge of:

• All hotel services/features and hours of operation.
• Guest room layouts, bed types, decor, appointments, amenities, locations, numbers/names.
• Housekeeping services available for guests.
• Available laundry/dry cleaning services and hours of operation.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Maintain complete knowledge in the use of all office equipment, computer and manual systems.
• Access all functions of computer according tspecifications.
• Set up work station with necessary supplies and resource materials; maintain cleanliness throughout shift.
• Print designated reports and distribute accordingly.
• Update room status report in accordance with departmental procedures. Upsells and show rooms statuses should be followed up with and inspected by 9 am. All departures should be checked-out by 11 am unless a late departure has been confirmed. All incoming arrival rooms for the day should be inspected by 2 pm. All room statuses of rooms tbe updated by the end of every shift with nor minimal rollover. Formal handover tbe left of the next shift with rooms left on dirty status.
• Contact Team Leader tresolve discrepant rooms.
• Monitor and track status of out-of-order rooms; update accordingly.
• Prepare work orders for maintenance repairs and distribute tEngineering. Monitor completion of work orders submitted.
• Communicate departmental and guest needs as they arise with respective Housekeeping personnel.
• Answer Housekeeping telephone within 3 rings, using correct salutations and telephone etiquette.
• Document all guest requests for Housekeeping items/services and assign trespective personnel/ departments for completion. Follow up on guest satisfaction.
• Issue Housekeeping items tHousekeeping Attendants for delivery tguest rooms. Follow up on return of items.
• Document, organize and store all lost and found items brought intHousekeeping. Document guest inquiries for lost items; retrieve found items and coordinate return tguests in accordance with hotel specifications.
• Establish and maintain filing procedures.
• Retrieve and distribute departmental mail.
• Type correspondence and reports as assigned by the senior housekeeping management
• Maintain security and an accurate record of all guest room keys issued tHousekeeping staff.
• Receive and escalate all guest complaints by following instant pacification procedures, ensuring guest satisfaction.
• Promote positive relations with guests and employees.
• Document all important information in departmental log book.
• Review status of incomplete work and follow up actions with manager before leaving.

Skills, Experience & Qualification Requirements

• Ability to clearly communicate in English with guests/visitors, management and hotel colleagues ttheir understanding.
• Ability to provide legible communication.
• Ability to compute basic mathematical calculations.
• Must have computer knowledge on word, excel and PMS systems.
• Familiarity with preparing statistical reports.
• Ability tcommunicate in English
• Previous training in guest relations.
• Previous experience in hospitality industry, preferably in Housekeeping.
• Ability tinput and access data in computer.
• Ability tpromote positive relations with all telephone callers.
• Ability tascertain callers' needs and comply with such tensure callers' satisfaction.
• Ability tbe a clear thinker whcan remain clam in pressure situations.
• Ability tfocus attention on details, be well organized and follow up.