Hot Jobs at One&Only Resorts

Job Summary

• The Guest Experience Team Leader is one of the main supports of the Host Team & Connectivity Center Team within the guest’s stay. It plays a major role in the anticipation of guest profile and amenity planning for their stay. This position’s main responsibilities as Back of the House include researching, capturing, and communicating guest profile, preferences and allergies, celebrations, etc. and use it to support the Host Team & Connectivity Center Team in providing a personalized and tailored experience to our guests. The GE Supervisor is responsible for creating and organizing guest amenities and everlasting memories in coordination with the resort.
• Additionally, the GE Supervisor will assist the GE Manager and Host Team Leadership in regards of all departmental, administrative, and guest needs.

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
• Contribute to creating a positive work environment
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
• Attends monthly departmental meetings and departmental trainings
• Reflects the effective interdepartmental communication across the resort; acts with integrity and leads by example
• Constantly looking for more ideas and ensure creativity to the guest experiences (amenities, special celebration, and guest’s important moments)
• 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

Operations

• Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
• Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Perform an exhaustive search of each upcoming guest
• Keep record of guests’ profiles, including any guest information, preferences, and allergies in SAGA daily
• Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
• Ensures all possible existing profiles are merge daily through OPERA and SAGA
• Elaborates VIP Guests Report and distribute it via e-mail to Leaders daily
• Capture all amenities in ALICE or SAGA
• Answer every email within our 24 hours standard time, prioritizing urgent emails and/or calls
• Support and engage with guests during all special events and Holiday Programs
• Maintains privacy of our guests and staff members
• Complete administration tasks on time
• Comply with the functions related or non-related to the position based on the operations needs and instructions from management
• 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
• Show flexibility within your position and be able to fulfill any other tasks you are asked to perform
• Know how to use ALICE systems, GMH, OPERA, Open Table/Sevenrooms, and SAGA perfectly to ensure a smooth operation and effective communication
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• Provide support to Host and Front Office Team when needed
• Support the arrival/departure experience as needed
• Support the Reception when necessary
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
• 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
• Strictly adhere to the Lost & Found Policies and Procedures established by the Resort
• Use the radios 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
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Manager(s)

Quality

• Ensure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices
• Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements
• Report any guest’s issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response
• Coordinate amenities for guests who are celebrating a special occasion
• Monitor social media to obtain guests preferences and organize special details for them (photo frame, etc.).
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Monitor Customer Satisfaction through our platform ReviewPro
• Improve guest satisfaction
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Language(s)
• Language: English (90%)
• Language:
• Education Level: Bachelor in Hotel Management or Technical or General Administration
• Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
• Excellent verbal and written communication
• Detailed and Service oriented
• Intermediate/Advanced computer skills
• Knowledge of Opera PMS
• ALICE platform knowledge is desired, but not required
• General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
• Knowledge management databases
• Abid multitasker and capable of working under pressure
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Team player oriented
• Reliable and result driven
• Ability to spend long hours standing up

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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

• 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:

• An Assistant Host Manager is expected to have a smart and neat appearance, which reflects the high standards of One&Only Resorts.  The Assistant Host Manager is also expected to have a critical eye for details in terms of cleanliness, hygiene, and service. Knows how to manage and motivate a team of Hosts. As a teacher, the Assistant Host 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.

Key Duties and Responsibilities:

Development

• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Provide training and develop for employees reservation and sales techniques, company policy and procedures
• Prepare and organize pre-shift briefings for Host Supervisors/Team Leaders and Hosts
• Conduct/Lead operational and departmental meetings (as needed)
• Manage the team to attract, retain and motivate, develop, empower, coach and council, conduct performance reviews, resolve problems, and provide open communication discipline
• Proactively participates in own development and team development
• Compile a monthly training plan for the Host Team
• Provide up-date information on Memo and Training Board
• Closely monitors training records and ensures that training is performed in accordance with standard
• Create, update, and adhere to departmental SOPs and Checklists

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)
• 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
• 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.)
• 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 supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Use the radios as per the standard of communication established by the Resort
• 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

Management

• Directs the Host Department in the care and attention to detail in guest services
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Supervision of Host Supervisors/Team Leaders and Hosts contains grooming standards, coordination, checking and completion of the assigned duties
• Prepares weekly schedule of the Host Department
• Distribute all work-related information to the Host Supervisors/Team Leaders, Hosts and Hosts Assistant
• 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
• To manage all staff in the department, to ensure the highest standard of performance from the team
• 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 villas, as well as the services provided by the Host Department and all the hotels’ departments and their respective schedules

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 Hosts 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
• 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

Skills, Experience & Educational Requirements

• Education: High School completed – University Degree optional
• Languages: Bilingual
• Language: English Fluent (100%)
• Language:
• Proficient in MS Office, ALICE, SAGA, and Micros Opera
• Exceptional communication and interpersonal skills
• Natural leadership and management abilities
• Qualified financial analyst with billing knowledge
• Critical thinker and a remarkable problem solver
• Expertise in product and brand knowledge
• 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

• Responsible for all aspects of the Spa Operation, supporting the Spa Manager in driving key elements such as marketing and promotions, operating criteria, programming, budgeting, VIP guest visits, staff relations and training.   The Assistant Spa Manager will play a key role in the Spa’s vision of success and guest expectation.

Key Duties and Responsibilities

Spa & Retail Sales/ Stock

• Promote and sell the services of the Spa and maximise the potential of all sales.
• Regularly monitor the retail sales and retail % of each staff member, providing motivation and training.
• Responsible for maintaining an effective stock control system including stock rotation, inventory and placing orders to par level, reporting cost to Spa Manager. Ensure a par stock appropriate to the business demands.
• Monitor the cost of product and correct usage of therapists.
• Ensure monthly stock rotation within every treatment room.

Finance & Commercial

• Ensure that treatment scheduling meets the demands of the guest whilst maximising revenue and trends are monitored and addressed.
• Plan an annual calendar of events and promotions and to review success with Spa Manager
• Ensure the program of activities and events within the Spa are advertised, supported and meets the guests expectations and to ensure that all spa staff understand the content of the program.6
• Prepare reports on key operating performance statistics in line with agreed procedures and implement action as discussed with the Spa Manager and ESPA.
• Review, monitor and report treatment spend analysis in line with agreed parameters.

Duty Management/ Operations

• Ensure that all agreed operational standards are maintained within the Spa and that any defects are addressed quickly and efficiently.
• Take full management responsibility within the Spa in the absence of the Spa Manager, acting as Duty Manager and Spa Representative as required.
• Responsible for Opening/Closing Procedures when on duty.
• Set an example at all times in standards of professionalism, attitude and appearance as required from the staff.
• Provide operational support to all spa departments when required.
• To ensure that all treatments carried out in the spa are in line with agreed ESPA procedures.

Personnel Management & Training

• Manage all spa department rotas in line with the operational demands of the Spa and to review these regularly in line with special events, programmes, visits etc. Oversee attendance sheets, sick leave and holiday arrangements.
• Provide the update to manuals, workbooks, to ensure that all operational procedures are carried out in the prescribed manner.
• Provide leadership, direction and support to the employees at the Spa to develop a highly motivated team, who can deliver high standards of service in all areas.
• Develop an annual training plan with spa supervisors and ensure that all employees are trained and developed to meet the needs of the business.

Guest & Hotel Relations

• Initially deal with all guest enquiries, feedback, complaints and issues and to ensure that necessary follow up/action to carried out
• Oversee Press visits, PR and VIP visits.
• Create and maintain relations with spa guests through having an active presence in key guest areas.
• Create strong relationships with key departments such as Front Office, Housekeeping and Maintenance.

Health, Safety & Hygiene

• Ensure that all Hotel and ESPA Health and Safety guidelines are adhered to and that all new staff receive instruction in these as part of their Spa Induction programme
• Ensure that the Spa’s cleanliness and image are in line with agreed standards and are reviewed with key staff regularly

Skills, Experience & Educational Requirements

• Minimum of 3 years in 4/5* Spa, retail, and/or hospitality environment.
• Previous experience as Spa Manager or Director, Spa in a 5 Star Resort for a minimum of 2 years.
• Previous education and diplomas in Spa Management, Esthetician Education.
• Skills in sales, marketing and guest relations.
• Strong customer service in luxury spa/hospitality industry.
• Skills in managing and processing software such as: Spa Soft and Opera are required.
• Detail-oriented and have the skills to manage in accordance to Standard Operating  Procedures relating to service,  training, inventory and payroll.
• Experience in handling crucial situations with guests and colleagues effectively.
• Managing colleague performance issues quickly and effectively.
• Strong ability to coach and motivate colleague to achieve sales and service goals, build clientele, monitor productivity goals and evaluate results. 
• To present a professional and polished appearance.  
• Flexible schedule, available to work evenings, weekends and holidays.
• To remain in contact with updates and developments in the Spa Industry.

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Job Summary

• The Host Team Leader has a clear knowledge of the Resort’s operation with a selected blend of skills such as: Emotional Intelligence, Critical Mind, Organizational Aptitudes, Strategical Reasoning and Financial Direction. They are a key member of the line of communication in the Front of the House Operation, specifically for Guest Experience-Front Office and Host Teams. Training and facilitating proper tools to complete their daily tasks and ensure standards and policies are completed consistently.
• 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.

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
• Coordinate and organize departmental meetings in a timely manner
• Communicate staff any relevant information, via email, line-ups or one on ones
• Act as the primary source of training, adapting to the team’s needs
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• 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.
• Continuously update knowledge on how to operate any special machinery or tools that are required for daily tasks

Product

• Represents, promotes, and up always sells the One&Only Brand 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
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Possess a full understanding of the property/department operations and products
• Ensure to make himself/herself visible
• Ensures that all guest requests are dealt in a timely and professional manner, working together with any department involved
• Looks after guests who need special attention with the utmost care, accuracy, and tolerance
• Ensure housekeeping services are performed
• Knows the location and types of available rooms as well as the activities and services of the property
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• 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 with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Complete the Daily Log(s)
• Ensures that all public and desk areas are consistently neat and tidy
• Has IT knowledge to set up laptop and Internet connection
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Utilize the SAGA System to provide detailed guest profiling for future reference and service
• Knows how to operate TV, surround system, phone and safe
• Report Lost and Found property according to Policy & Procedure
• 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
• Reports to shift on time, dressed in the issued uniform, and groomed as described in the grooming standards
• Always ensure communication via radio & mobile stay professional and respectful
• Maintain standardized use of radio and mobile as per stablished by the Resort
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Drive and support revenue generation

Management

• Ensure all colleagues have proper supplies and tools for their daily tasks and activities
• Assess that item in inventory are well taken care of and restock them as necessary
• Assign Section and Dedicated Host according to the needs of the operation
• Ensure Hosts create and follow up any ticket on ALICE/SAGA, always on a timely manner
• Oversee and supervise all Internal and External reservations for restaurants and activities done by Host Teams
• Manage room inventory, coordinating with Housekeeping and Engineering to perform any preventive or reactive maintenance as required
• Supervise and ensure that all staff requests are completed in a timely manner
• Monitor grooming standards and punctuality of staff daily
• Oversee and supervise Daily Hosts Duties
• Process any disciplinary actions as required by the operation and do a proper follow up with Human Resources when necessary

Quality

• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Coordinate daily Arrival and Departure experience
• Handle guest complaints as required and follow up on necessary ALICE Glitch Report
• Perform weekly self-audits of LQA, Forbes and SOPs
• Perform audits with Host on Room Inspection, abiding to the proper SOPs
• Look after all VIP guests and assure that they have the proper attention and care from all staff
• Inspect all VIP Rooms and Suites prior to arrival
• Has sound of product knowledge, supervisor must be able to describe the rooms and suites at any time, as well as the services provided by the Host Department and all other Operational Departments
• Controls the ReviewPro for the guest feedback and action on issues or share the successes
• 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 optional
• Languages:
• English Level: Advanced (90%)
• Proficient in MS Office, ALICE, SAGA, and Micros Opera
• Exceptional communication and interpersonal skills
• Natural leadership and management abilities
• Qualified financial analyst with billing knowledge
• Critical thinker and a remarkable problem solver
• Expertise in product and brand knowledge
• Excellent project management skills