Hot Jobs at One&Only Resorts

Job Summary

• The Host is expected to have an excellent service attitude, sense of urgency, be organized, diligent, dynamic, always presentable and works well under pressure. It is expected from the Host to maintain a polite and professional interpersonal relationship with both Colleagues and Guests. The Host is also expected to have a critical eye for details in terms of cleanliness and hygiene for all guestrooms, working spaces or Resort surroundings. It is expected from the Host to highly possess customer service-oriented skills and developed emotional intelligence.
• The Host is considered the connection between the Resort and the Guests, overseeing all Guests’ needs during the stay and assisting them with reservations, special events, refreshment center preferences, room orientation, guest laundry cleaning services, packing, unpacking of their luggage. The most important duty of the Host is to go beyond service basics, anticipate and create everlasting memories for our Guests.
• The Host is to be the sole point of contact for our guests. Assisting our Guests in organizing, coordinating, communicating, checking, and confirming daily activities, routines, special occasions, and other needs and wishes. Responsible for converting our Guests wishes and needs into reality by coordinating with the resort operation ensuring all requests are fulfilled and Guest expectations are exceeded in a timely, efficient, and cost-effective manner.
• The Host ensures accountability for driving work behaviors, results and revenue of every team-member which aid in the overall development and success of Guest Satisfaction and revenue generation, through co-ordination, anticipation, communication, and control of all aspects of day-to-day activities, wishes, needs and movements of our Guests. The Host is and always acts as a true ambassador for the brand and for our values performing and acting as an example and role model for all colleagues. The Host is to be and act as the personal assistance and concierge to our Guests.

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
• Conduct a pre-shift briefing under the supervision of a departmental leader
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
• Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

Product

• Act as 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
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• 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
• Respond to guest calls for Guest Service within 5-minutes
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Ensure the appropriate communication and guest understanding of the QR codes among the Resort
• Ensure housekeeping services are performed within timeframes requested by guests
• Ensure to make himself/herself visible to the assigned guests to facilitate connection with the guest
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Presents options and alternatives to guests and helps in making choices
• Inform the guest about any in house events [closed areas, fireworks, etc.] that might disturb the guest stay
• Uses suggestive selling techniques to sell rooms and to promote other services of the resort
• Knows the location and types of available rooms as well as the activities and services of the property
• Deliver guest’s folios and confirmation letters to guestrooms
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• 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.)
• Complete the Daily Log in ALICE Platform
• Utilize the SAGA System to provide detailed guest profiling for future reference and service
• 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
• Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
• Capably operates Internet access and multimedia systems and assist guests with their devices’ connections
• 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
• Responsible for the disinfection, cleanliness, and proper function of the assigned golf cart(s)
• Ensure that disinfection as per standards has been performed, noting it with the appropriate signage
• Inspect and sanitize all equipment that our guest may need to ease their stay
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Plan snacks and fruits based on guest preferences; diligently register details in SAGA
• Prepare coffee station accordingly to guest preferences (based on individual property)
• Prepare coffee at the perfect pantry as guest would require it
• Enquire guests about preferred timeframes for the housekeeping services upon arrival and/or throughout their stay to ensure minimum physical contact
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Ensure the Coordination of the housekeeping daily cleaning and turndown services
• Coordinate the turndown service operations in collaboration with the PM Supervisors
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Maintain standardized use of radio and mobile as per stablished by the Resort
• Drive and support revenue generation

Quality

• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Protects our guests’ interest to ensure customer satisfaction
• Monitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request
• Sole point of contact for the assigned guests or any guest, and ambassador for the brand
• Ensure special requests are met prior guest arrival
• Perform guest in-room check in process including room orientation
• Introduce and accommodate guest luggage as per standard
• Offer, and perform if agreed, personalized services such as packing and unpacking, guests’ belongings tidy up, clothes pressing, laundry management, shoe-shining, among others
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Coordinate and ensure guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Create extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others
• Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard
• Ensure that in-room amenities are displayed as per standards
• Inspect arriving guestrooms after housekeeping cleaning
• Inspect guestroom(s) after housekeeping daily and evening service is completed

Skills, Experience & Educational Requirements

• Education: High School completed; University Degree is a plus
• Minimum experience: 2 years
• Languages: Bilingual
• Language: English (100% proficient)
• Language:
• Computer savvy
• Proficiency in MS Office and Micros Opera PMS is required
• ALICE & SAGA Platform previous experience is desirable
• Exceptional communication and interpersonal skills
• Folios and billing knowledge are desirable
• Knowledge in luxury products, service, and brands
• Guest drive, team player, flawless communicator, passionate, well organized, details oriented

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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

• This role is well suited to an individual who has had prior agency and/or on-property experience and has a strong understanding of ultra-luxury brands. They will be responsible for supporting and driving the overall Communications Strategy for One&Only Cape Town.  
• The Assistant Communications Manager will collaborate closely with the Marketing and Communications Manager to oversee One&Only Cape Town’s property-specific communications initiatives. The role requires an individual who is comfortable working in a cross-functional team environment to seek the best collaboration and outcomes. This includes regular interface with Marketing, Sales and Distribution, global and local agency teams, Global Office as well as directly with media. Should be able to develop resort programming that allows for excellent storytelling and develop supporting content. Candidate must also be an extremely strong writer and have solid media relationships.
• The ideal candidate is also outgoing and is adept at representing the brand with media and key stakeholders and can demonstrate an ability to reach strategic thinking and agency management as well as know how to follow-through with execution. Attention to detail is critical.
• The Assistant Communications Manager will ensure One&Only global standards are maintained across all touchpoints and channels, including but not limited to: copywriting tone of voice; on-property activations, internal and external communications including editorial, press release writing, etc. They will support the Commercial Team across all initiatives, and ensure tasks are implemented at the highest standard and within allocated timelines. The property Marketing and Communications team is a small team, so the successful candidate will be a team player, with the willingness to roll their sleeves up and support on all tasks as required - this could range from basic admin tasks up to briefing the General Manager on media interviews. We encourage all members to grow, develop, and learn.

KEY ROLE RESPONSIBILITIES (this list is not exhaustive):

PR Agency Management:

• Management of RFP process for new agencies including onboarding (where required).
• Ongoing management of PR agencies around the world to ensure strategy is carried out.
• Ongoing communications, WIP, planning and targeting of media from desired source markets.
• Salesforce maintenance, updating profiles, post-stay feedback.
• Reporting and other admin associated with global and pr agencies.
• Updating Global Comms PR story briefing sheet and Blackout dates.

Media & Influencers:

• Screening, organising, coordinating itineraries, liaising, hosting, reporting and admin.
• Host site inspection, where appropriate.
• Creating and maintaining local press database.
• Maintain relationships with all relevant media and influencers, ensuring we are kept top of mind with the correct information
• Manage all ambassador programmes on all aspects, ensuring ROI
• Distribution of highlights coverage to key internal stakeholders

Event Coordination:

• Conceptualisation, coordination and hosting press events

Resort Activations and Storytelling:

• Work with Food and Beverage and Spa teams to develop and drive revenue-generating activations to individual outlets.

Awards Management:

• Tracking, recording and carrying out global strategy

Press Release Development / Copywriting:

• Development, storage and distribution including development and maintenance of press kit.
• Press Kit development/management
• Longform copywriting including ROAM

Coverage:

• Monitor through meltwater and Campyn, record, store and distribute coverage highlights to key internal stakeholders.
• Monthly uploads of coverage to Smartsheet and compilation of coverage book with global comms.
• Updating and maintenance of Global Comms Smartsheets.

Crisis management as required

• Perform other duties as directed, developed or assigned by Marcomms Manager and Director of Sales & Marketing.

SKILLS

• Tertiary Qualification 
• At least 4 years’ experience writing copy in a variety of tones over several mediums, with examples to show 
• Excellent English communication skills - verbal and written 
• Experience building and maintaining relationships 
• Strong analytical skills and data-driven thinking
• Must have their "finger on the pulse" of what is trending - both worldwide and locally 
• Ability to manage multiple projects in a fast-paced environment, and comfortable, confident and enthusiastic when working with tight deadlines
• High-level understanding of Adobe Acrobat, Salesforce, Campaygn and Microsoft Office Suite.
• Excellent attention to detail and accuracy 
• Must have own transport 
• Organised, responsible and solutions orientated  
• Proven communication, project management, and organisational skills.
• Proven ability to work effectively within a cross-departmental team
• Must be a strong self-starter as well as an effective team player
• Passion, Integrity, Energy and idea generating initiatives.
• Experience working with ultra-luxury brands or within luxury hospitality/ travel
• Attention to detail
   

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Job Summary

• Must be able to identify and qualify new accounts that have the potential to generate revenue for the resort for both Rooms and Food and Beverage, as well as manage the existing account base to increase sales through repeat business. Sales Manager must meet and exceed forecast of revenue and room night production as well as sales activity goals outlined in the annual plan.
• Under the direction of the Associate Director of Sales, the Sales Manager will handle the allocated source markets for the One&Only Cape Town.
• Duties include, but are not limited to, developing new key accounts, building on existing accounts and achieving sales goals.

Key Duties and Responsibilities
 
Sales:

• Identify, solicit and develop existing and new accounts.
• Represent company in designated events (IE Trade Shows, Product Launches Etc.)
• Travel as designated to conduct sales presentations.
• Develop and monitor action plans for designated accounts in order to meet departmental goals.
• Coordinate incentive programs with designated accounts as needed.
• Act as a liaison between the Company and the client and serve as the spoke person on behalf of the company
• To ensure delivery of best support and customer service to clients
• To anticipate and address clients’ needs in order to exceed their expectations
• To plan, organize and host client events, familiarization trips, trade and consumer shows, and internal clients/ hotels’ sales
• Plan and conduct creative site inspections
• To identify and profile new market opportunities
• To use approved presentation materials & procedures to ensure brand consistency
• To create an outstanding brand image in every interaction with clients
• To maintain a high level of product and service awareness in order to explain and sell services and facilities to clients effectively and confidently
• To plan and provide clients’ training sessions, as needed and required, in order to enhance clients’ productivity and improve revenue generation
• To maintain a high level of competition product knowledge, market intelligence and pricing and to make recommendations for strategic or tactical amendments to rates
• To set high performance standards and to pursue aggressive goals 
• To strive for constant improvements and to take responsibility for achieving business results
• Maintaining rate integrity and maximizing yield opportunities in cooperation with revenue management

Marketing:

• Negotiate cooperative marketing programs and work closely with Brand Communications in ensuring brand integrity with assigned account’s channels of distribution.

Administration:

• Communicate contractual and promotional rate information to assigned accounts.
• Provide on-going support / account maintenance including inventory and billing issues.
• Ensure internal and hotel departments understand issues related to assigned accounts.
• Coordinate and up-date departmental reports as designated.
• Acts with a degree of independence as liaison with both internal and external clients.  Handle clients’ requests and complaints as appropriate.
• Support and perform other duties as assigned by Executive Manager, Sales and Marketing.

Skills, Experience & Educational Requirements

• Sales oriented individual
• Excellent verbal/written communication skills
• Ability to handle multiple tasks
• Strong background in all aspects of leisure sales
• Minimum of five (5) years’ experience in a similar position
• Ability to manage sales team.
• Strong Command of the English Language