Hot Jobs at One&Only Resorts

Job Summary

• The successful presentation and effective preparation of all coffee, tea and general hot beverage orders – in particular a coffee service that is trained for to the level and position of a Coffee Barista

Key Duties and Responsibilities

• Preparation of all styles of tea & Coffee in accordance with the departmental and resort standards.
• Knowledge of all tea and coffee varietals and ability to make suggestions based on guest preferences.
• Suggestions of new coffee and tea related menu items.
• Cleanliness of the workstation
• Upkeep of the coffee machine
• Applicable training standards of coffee service consistently upheld – from the cleanliness of the machine, the measured contents of the coffee, heat of the service cup, the quality and the presentation of the coffee
• On training off site – at least once a year, after a successful 3 day training course – with completed certificate

Skills, Experience & Educational Requirements

• High school graduate would be advantageous
• Previous experience in a similar position or in a Food & Beverage Service environment preferably in a 5* Luxury Hotel environment.
• Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
• Ability to provide legible communication.
   

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Job Purpose

• The Handyman Storeman plays a key support role within the Engineering and Maintenance Department, ensuring effective control of materials, tools, and consumables while delivering high-quality handyman services. The position supports the smooth operation of a luxury 5-star resort by maintaining exceptional standards of presentation, safety, and service excellence at all times.

Key Responsibilities

Store & Inventory Management

• Receive, issue, and control engineering stock, tools, equipment, and consumables in line with resort procedures.
• Maintain accurate stock records using approved inventory systems, including bin cards and digital logs.
• Conduct regular stock counts and assist with monthly stock takes and audits.
• Ensure storerooms are clean, well organised, secure, and compliant with health, safety, and fire regulations.
• Coordinate with suppliers and the procurement team to receive and check deliveries against purchase orders.

Handyman & Maintenance Support

• Carry out general handyman duties including minor carpentry, painting touch-ups, basic plumbing repairs, fixture replacements, and furniture repairs.
• Assist qualified artisans and technicians with preventative maintenance, reactive repairs, and capital projects.
• Support maintenance in guest rooms, public areas, back-of-house, spa, and staff facilities, ensuring minimal guest disruption.
• Respond promptly to maintenance requests and breakdowns in line with luxury service standards.

Luxury Hospitality & Guest Experience

• Maintain a professional appearance and conduct at all times in guest-facing areas.
• Work discreetly and efficiently to uphold guest privacy and comfort.
• Ensure all work areas are left clean, safe, and visually impeccable after tasks are completed.
• Demonstrate a service-driven mindset aligned with 5-star hospitality expectations.

Health, Safety & Compliance

• Adhere to all Occupational Health and Safety Act (South Africa) requirements and resort safety policies.
• Ensure safe handling, storage, and disposal of tools, chemicals, and materials.
• Report hazards, defects, or safety concerns immediately.
• Participate in safety training, fire drills, and emergency response procedures.

Administrative & Operational Support

• Complete basic maintenance and stock-related administration, including job cards and work orders.
• Assist with contractor supervision and access control when required.
• Provide support during emergencies, peak periods, and after-hours callouts as needed.

Minimum Requirements

• 2–3 years’ experience in a handyman, maintenance assistant, or storeman role, preferably within a hotel, resort, or luxury hospitality environment.
• Working knowledge of basic carpentry, plumbing, painting, and general building maintenance.
• Experience with stock control, inventory systems, and goods receiving.
• Basic computer literacy (email, Excel, or maintenance management systems).
• Valid South African ID; a valid driver’s licence will be advantageous.

Competencies & Personal Attributes

• Strong attention to detail with pride in workmanship.
• Organised, dependable, and able to work independently.
• Physically fit and capable of manual work.
• Good communication skills and ability to work effectively within a team.
• Professional, discreet, and service-oriented.

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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 Experience 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

• To welcome guests and answer all enquiries whilst observing set standards. Have a complete knowledge of the treatments and services offered, and any promotions that may be on offer at the time. To ensure that all operational procedures, codes of conduct and standards of appearance as laid down by the Spa Manager/Head Receptionist, are implemented and adhered to by all reception staff. To organize scheduling and maximize use of time within the diary. The Head Spa Sales & Reservations is responsible for driving the revenue of all business centers in the spa through effective scheduling, yield management and sales.  As an Ambassador for the spa this role ensures outstanding five star guest relations, driving and delivering ESPA and Hotel brand standards.  Provides support to the Spa Director as a Duty Manager and oversees the personnel management of the Spa Reception Team.

Key Duties and Responsibilities

• To co-ordinate guests consultation records with the Therapists.
• Ensure that all relevant spa staff receives a print out of their daily schedule.
• To adhere to an agreed reporting system on a timely basis.
• To be responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work.
• Complete daily opening procedures and check lists per relevant area daily.
• Schedule reservations of Spa services for guests and monitor availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists.
• Assist with administration duties such as, purchasing, receiving and inventory reporting.
• To aim to give the clientele the best possible service, and make the client feel important.
• To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• To ensure that all administrative procedures run professionally.
• To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards are implemented and monitored within the spa.
• To have full retail knowledge of products and prices charged.
• Must attend all training courses as deemed necessary by the Head Receptionist/ Spa Manager.
• To participate in training and personal development programs within the Spa Department.
• To perform any other duties deemed reasonable by Management.
• To be responsible for preparing the reception for the next shift. Ensuring all messages has been passed on before leaving and that adequate supplies of all public information material are available.

Sales & Revenue Management

• Drive revenue of treatments and spa programmes through ensuring effective scheduling and yield management.
• Maximise sales by driving up selling and cross sales by the Reservations Team.
• Strive to exceed personal and team sales targets and objectives as set by the Spa Director/Manager.
• Assist the Treatment Manager where required, to produce monthly statistical reports and KPIs, reviewing with the Spa Director/Manager and ESPA to identify business and revenue opportunities.
• Play an active role in creating new initiatives in retail/booking incentives and cross selling promotions.
• Assist the Treatment Manager where required in calculating team incentives/commissions on a monthly basis, submitting to the Spa Director/Manager for approval.
• Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team.
• Ensure turn away business and repeat guests are accurately tracked by the Spa Sales & Reservations team through the Spa Software.
• Drive up selling of spa promotions whilst ensuring uptake is recorded.
• Liaise with other hotel departments to maximise revenue opportunities.
• Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day’s work.
• Responsible for maintaining an effective retail stock control system including monthly inventory and placing orders to par level.  Monitor theft activity as part of this process.
• Adjust par levels and retail sales focus according to business needs and consumer demand.

Guest Relations

• Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members.
• Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service.
• Conduct spa tours for VIPs, journalists and prospective members.  Act as an Ambassador for the spa at all times.
• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised.  Record any grievances and follow up accordingly, communicating with the Spa Director/Manager at all times.
• Ensure Spa Sales & Reservationists regularly record guest preferences, accurately updating guest profiles.

Duty Management

• Act as Duty Manager when assigned this role as part of the rota created by the Spa Director/Manager.

When on duty:

• Ensure the facility is adequately manned at all times.  Oversee the smooth running of all business centres in the spa.
• Inform the relevant department head of any complaints or issues regarding the Spa’s facility, taking action or recommending amendments if necessary.
• Responsible for Opening/Closing Procedures when on duty.
• Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
• Attend hotel morning meetings, taking up to date revenue figures from the spa, communicating the day’s business, guests and any relevant activities to other department heads.
• Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets. 

Personnel Management

• Responsible for creating and maintaining staff rosters for Spa Sales & Reservations according to business demands, ensuring adequate cover at all times.
• Maintain staff moral and council/motivate where necessary. Record, report and always attempt to resolve grievances as quickly as possible.
• Responsible for the recruitment, induction, training, development, performance appraisals and discipline of all Spa Receptionists, under the supervision of and in communication with the Spa Director/Manager.
• Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover is maintained.
• Hold monthly meetings with Spa Sales & Reservations Team to communicate, motivate and be aware of staff needs.
• Conduct effective inductions and on-going training for all Spa Sales & Reservationists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member.

Operations/ General

• Support the spa reservation operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities.
• Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner.
• Ensure that the spa and reception area is well merchandised, clean and free of clutter.
• Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner.
• Work a flexible rota, including evening, early and weekend shifts.

Health and Safety

• Regularly update training for Spa Sales & Reservationists on Health and Safety Policy and ensure it is adhered to.
• Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. 

Minimum Requirements

• Matric or equivalent
• 1-2 years’ experience within a spa or similar role in a 4/5-star property
• Computer literate – Microsoft word, excel and outlook(email)
• Strong interpersonal and organisational skills
• Flexibility to work shifts
• Strong communication skills; written and verbal with telephone etiquette
• Ability to work well under pressure and multitask

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Job Summary

• The role of a Host is primarily to assist the Manager in providing excellent customer service. A Hostess must receive and attend to guest’s needs in the outlet. They must greet and seat all guests who dine in the restaurant, provide information and, on occasion, serve food and beverage according to prescribed service standards and procedures of the outlet. Keep the Manager updated on the reservations, guest satisfaction and special requests.

Key Duties and Responsibilities

• Present oneself in a way that enhances guests overall experience, by adding life and energy to the outlet.
• Greet guests warmly, yet professionally.
• Assist guests at check in to direct them to the correct departments, when required.
• Show guests to their table / sushi bar / lounge bar.
• Check on table return times and communicate information to the Manager.
• Check on free tables and communicate information to the Manager.
• Keep the reception area tidy according to the Hostess Checklist for duties.
• Help to bus and reset tables when required.
• Complete final duties at the end of the shift (as found in duties manual).
• Cover Restaurant Reservations when required.
• Serve food and beverage to guests according to prescribed service standards and procedures of the outlet, with emphasis on speed and accuracy.
• Knowledgeable on the different types of wines and their proper service.
• Maintain and update the outlet’s reservation book and guest history book.
• Perform the duties and responsibilities of colleagues when the need arises.
• Assist the Manager in recording the daily sales, cover count report and total drinks sold from the outlet.
• Report any unusual incidents, guest complaints, lost and found property, breakages and losses, equipment and fixture break downs to the Manager.
• Attend pre-meal briefing and de-briefing daily and the monthly F & B Staff Meeting.
• Attend all meetings and training sessions organized by Training Department for the staff.
• Responsible for cost saving on guest supplies, food supplies, electricity, water etc.
• Keep informed of all pertinent details concerning the Hotel, events in the city, activities and promotions in the outlets and in the Hotel.
• Maintain cleanliness in the door area, the reception stand, menu folders and any advertising collateral in the outlet.
• Prepare requisition for flowers and newspaper supplies ensuring availability if required by the outlet, ensuring they are fresh and up to date.
• Maintain the par stock of menu folders and advertising collateral in the outlet.
• Takes note of anniversaries, birthdays and special dates for regular guests.
• Prepare requisition for amenities for guests celebrating a special occasion in the outlet and let the Manager to sign it.
• Prepare buffet place card, according to prescribed standard.
• Checks all the menu folders are clean and distributed in the menu box.
• Check all advertising collateral are clean, accurate and properly set.
• Prepare and set up signage and directional for table reservation.
• Prepare and check all buffet signage is clean and presentable.
• Seat guest in appropriate tables.
• Control the distribution of guests in the outlet, allowing the service attendants to clear and re-set up tables.
• Capable of answering and providing accurate information to the guest concerning the restaurant, its products and services.
• Present menu to the guest.
• Knowledgeable of all food and beverage items in the menu, special menu items or items on promotion, the ingredients, method of preparation, portion size and presentation.
• If necessary take the guests food and drink orders and re-confirm each time.
• Practice suggestive selling to boost outlet sales.
• Perform sequence of service in the outlet.
• Confirm satisfaction with the guest, and informs supervisor or manager immediately in case of guest complaints.
• Capable of operating all equipment in the outlet.
• Capable of handling guest complaints professionally.
• Communicates with VIP guests, government officials and other important individuals in the performance of work and in promoting the outlet and Hotel.
• Report to work in prescribed uniform and well-groomed.
• Report to the Manager at the start of shift to receive necessary instructions for the shift, side duties assigned, table reservation, menu changes, special menu, and availability of food and drinks and guest comments and complains.
• Establish and maintain good relations with employees within the department and between other departments.
• Provide assistance to colleagues within Food & Beverage and amongst other departments in the performance of tasks to foster team work and success for the Hotel
• Other duties, of a reasonable nature, will be required of you from time to time at your Manager’s discretion

Reception & Maître‘D Desk Duties

• These preparations are to be completed at the start of each shift before we open:

Duties

• Check through the Guest Connect system for any information which may be required for the guest reservations for the evening. (Third party payments etc.) .                  
• Waiter’s notes (for VIPs, Regulars or any Special Requests) have been done and organized into time order.
• Worldwide and personal business cards are arranged tidily and accessible to customers (never hand out personal business cards, these can only be given out by the relevant person).
• Cookbooks counted, on display and arranged neatly. (Reception Desk only)
• Ensure the Return Times Sheet is ready
• Ensure enough of: Pencils and sharpeners, Post-its, Cover up Tape and cello tape, Highlighters, Waiters Notes.
• The area surrounding the reception desk is clean and tidy (including the floor, walls and cloakroom).
• Photocopies of all relevant forms, which may be needed throughout the evening, are of a sufficient quantity.
• The phones and reception desk are wiped down and clean (you can use phone wipes provided  for the phone receivers)

Restocking the different sheets at Reception

• Check the stock in each envelope every day.
• If anything is running low, ask to make copies in the F&B office.
• You must ensure you have all of the following: -
• Waiters notes
• Stationary
• Menus
• Trays
• Codes for systems
• Pens

Cleaning

• Ensure that both desks are clean and set up for service.
• Ensure that the menu box and the glass doors have been cleaned and polished.
• Please assist waiters in the lounge ensuring areas are clean

End of Service Duties

• When the door closes and the last reservation and walk in table is in, we start on our final duties.

Counting Up

• Fill in the diary and daily log.
• Fill out the sign-in sheet for the next day.

Completing the Diary

• List who worked on the door that evening, including Manager and hostess.
• How many guests were originally booked (on the blocking sheet)?
• How many guests we sat at the bar?
• How many guests in the lounge?
• Walk in’s/ cancellations/ no shows.
• List the names of the VIP’s and a brief description of who they are.
• List the names of the Regular guests.

Completing the Daily Log

• The daily log must be completed neatly and accurately using a black felt pen only.  You must include all the information which you have written in the diary.
• Ensure you have checked for spelling and content with the Manager before beginning the daily log.

Filling in the Sign in Sheet for the following day

• You will be required to complete the sign in sheet for the following day.  It is important that the sign in sheet is completed correctly to avoid staffing problems the next day.
• Take a blank sign in sheet from the blue folder at the M’D desk.  Check that is it up to date (check with the Manager if you are unsure).
• Date it for the following day.
• Complete the shifts using the roster in the blue folder. 
• Double check that you are writing in the correct day/date.
• If any names are missing or you are unsure as to an individuals’ rota please check with a Captain or Manager – do not leave it blank.
• Double check it before finishing.

Final Duties

• Deal with any lost property.
• Check that the business cards on display are arranged tidily.
• Tidy the stationary drawer.
• Restock the desk ready for the next shift.
• Tidy and clean the desk including wiping over the phone receivers.

Skills, Experience & Educational Requirements 

• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.
• At least vocational diploma in any discipline.
• Minimum of 1 year in hospitality business. Fresh graduate is welcome
• Knowledgeable in various kinds of food and beverage.
• Computer literate
• Pleasant personality with good communication and interpersonal skills
   

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Job Summary

• The Director of Rooms leads the Rooms Team in the provision and delivery of personalized Guest Care and Relations, to enhance the guest experience of the hotel. He/ she is responsible for providing all guests with quality service while maximizing room revenue and productivity and developing managers and employees.
• He/ she is responsible for ensuring the smooth operation of guest services, concierge and uniformed services, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner.

Key Duties and Responsibilities

• Coordinate the organization and administrative functions in all areas of the Rooms Division.
• Oversee the operation and co-ordination of the operating departments through their respective department heads.  The Operating Departments include Front Office and Housekeeping.
• Establish monthly reporting system to monitor.
• Provide solutions to improve problem areas and assist in implementing corrective measures.
• Assist in the preparations of the annual operations plan and achieve the profit objectives therein.
• Work closely with accounting on follow-up items, i.e., rejected credit cards, outstanding PM accounts, associate discrepancies, etc. in addition to monthly P&L review and forecasting
• Maintains correct procedures for hotel accounting, credit control and handling of financial transactions, and supply Inventory within the departments of HSK. F/O and Security
• Maintain procedures for security of money, guest security and emergency procedures.
• Ensure that monthly financial outlooks and results are accurate and on target in particular monitoring all Rooms expenses to ensure that they are kept in line with budget.  
• Assist with annual budget preparations, including capital submissions and ensure active control of annual budgeting.
• Financial responsibilities consist of:
• Achieving budget – rev par room rate
• Prepare budgets and forecasts
• Interpret financials
• Expense control
• Ensure correct rates are charged
• Authorize rate reductions
• Coordinate the implementation of and enhancement to minimum standards of guest service.
• Strives to increase the level of guest satisfaction through associate development and quality image.
• Handle all guest concerns and ensure effective follow-up.
• Monitor all VIPs, Celebrity guests and their requests.
• Handle all guest complaints expeditiously to complete resolution.
• Respond quickly to guest requests or complaints in a friendly manner, taking appropriate action to resolve matters. Follow up to ensure complete guest satisfaction.  
• Oversee employee and leader planning, recruitment, selection and development through goal development and coaching.
• ensure total compliance with standards of operation.
• ensure staffing is maintained at an appropriate level to match business demand.
• participate in all regular and ad hoc operational meetings and in the formulation of strategic business plans.
• Become involved and active within hotel committees and activities.
• Oversee the effective development of and revision to all training programs.
• Perform daily review and analysis of inventory and rates, then identify and assist with the implementation of appropriate revenue strategies based upon those daily analyses.
• Oversee and participate in all aspects of the Front Office, Guest Services, Housekeeping Operations, Security Operations, Back-of-House Operations, Health and Safety, Kids Only, Business Centre and Telephones.
• Responsible for scheduling the front office, guest service, complimentary guest services and housekeeping staff according to business forecast, payroll budget guidelines and productivity requirements.
• Oversee performance reviews, training and development of all front offices, guest service, and housekeeping staff to achieve hotel service quality standards.
• Motivate team members and establish a productive working environment at the hotel.
• Analyze reports and communicate information to staff and appropriate departments
• Network within the industry and keep up to date on current trends.
• Maintain high level of knowledge about our competition and their product offerings.
• Develop and maintain partnerships/relationships with key third-party business partners.
• Responsible for maintaining Housekeeping supply inventories on as needed basis or at minimum monthly par levels / oversee ordering of all supplies monthly budget/forecast numbers
• Work closely with F&B, Groups and Events and Sales to assure groups and special functions are handled smoothly from a service and upkeep standard
• Work closely with Maintenance Department to ensure processes are in place for immaculate and fully functioning guest rooms and public spaces
• Review all Rooms staff worked hours for payroll compilation and submit to Human Resources on a timely basis.
• Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
• Monitor proper operation of the Switchboard along with thorough Guest Follow Up procedures
• Ensure shift handovers are happening at all shift change-overs in accordance with Resort expectations
• Ensure that colleagues are always, attentive, friendly, helpful and courteous to all guests, managers and other colleagues.
• Act as Senior Duty Manager in the absence of the Resort Manager.
• Run morning meeting in absence of the General Manager and Resort Manager.
• Maintain required pars of all supplies.
• In conjunction with the Resort Manager always ensure adequate management coverage, especially on weekends and busy day/nights.
• Ensuring maintenance is timeous and effective

SKILLS, QUALIFICATIONS & REQUIREMENTS

• BTech Degree or National Diploma in Hospitality requirements
• 3-5 years’ experience in a comparable position in a luxury hotel operation
• 3/ 4 years managerial experience in Room Division and Operations, in a 5-star environment
• Excellent knowledge of all aspects of Rooms Division Operations; excellent organizational and administrative skills
• Computer Literate i.e. Excel, Opera, Micros, Word, Outlook
• Excellent guest service and problem resolution skills
• Excellent communication skills in all aspects; professional and appropriate business appearance and presentation
   

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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

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Job Summary

• The Room Attendant’s primary responsibility is to provide quality service in all Guest rooms that exceeds Guest’s expectations.  The Room Attendant must demonstrate genuine concern for Guests while ensuring friendly, safe, efficient and professional service. In order to consistently exceed Guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed.

Key Duties and Responsibilities

• Exceed Guest expectations of Housekeeping services, responsible for the cleanliness of Guest rooms byensuring that rooms are cleaned in accordance with the required standards.
• Responsible for deep cleanliness of Guest rooms in the assigned section.
• Responsible for cleaning of balconies in the assigned section.
• Meticulously adhere to the standard operating procedures pertaining to cleaning, sanitization and set up in guest rooms.
• General and deep cleaning of rooms, trolleys, server rooms and caddies as per the standard procedures.
• Ensure preparation of rooms scheduled for arrival.
• Responsible of setting up and maintaining the cleanliness of site inspection rooms before 09:00 each day.
• Informs IRD when room service trays need to be removed.
• Checks that the Compendium, In Room Directory, Resort booklets and Spa flyers are up to date and in good condition in all rooms.
• Ensure supplies, amenities and linens are replenished as per standard.
• Ensure minibar is replenished daily as per standard.
• Keep pantry neat and in good order.
• Maintain safe work practices according to Health & Safety regulations.
• Adhere to chemical utilization as per the Chemical training SOP.
• Ensure all defects are reported immediately and follow up to ensure they have been completed in a timely manner.
• Ensure that the tasks provided daily are executed to the expectation of O&OCT standard.
• Complete evening turn down service according to the schedule created by the Housekeeping management.
• Develop a positive working relationship with all colleagues and departments to facilitate a team-oriented atmosphere.
• Responsible for the assigned Master Key.
• Report all lost and found items.
• Adhere to grooming standards as set by the Employee Handbook for O&OCT.

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.
   

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Job Summary

• Maximise Guests Satisfaction and Profitability by managing all activities of the Banqueting Department. Achieve banqueting    revenue goals by executing marketing and sales strategies as established in the business plan. Assist in the implementation of sales promotions and to take action to increase sales. Look for creative ways to promote and execute strong guest relations activities and procedures with regular and VIP guests. Ensures that banqueting premises, FF&E, silver, glass, porcelain etc. is clean and in good working order.

Key Duties and Responsibilities

MANAGE BANQUETING SERVICE STAFF

• Manage all banqueting service staff and supervisors
• Utilise leadership skills and motivation to maximise employee productivity and satisfaction
• Challenge employees to achieve optimum revenue and service per employee
• Monitor department’s overall service, interaction with other departments, and team work daily, and takes action to improve
• Function details are discussed with clients, ascertaining and noting clients’ exact needs. Clients are shown the various facilities available and are advised on the merits of the various options. Table plans and room layout are confirmed.
• Clients are advised of choice of menus and beverage requirements and such options discussed with clients. Clients’ requirements regarding entertainment, table appointments, equipment, etc. is ascertained.
• The availability of the facilities required is ascertained and all details of the booking, including quoted prices, are confirmed in writing to the client. All provisional and confirmed function bookings are monitored and controlled to ensure that no double bookings occur and that use of facilities and revenue is optimised.
• Sales calls are conducted to prospective clients, when required, and in conjunction with the Hotel Sales Executive and/ or General Manager. The job incumbent is constantly aware of new business opportunities and when these are actioned.
• Agreed budgeted targets are achieved or bettered and food and beverage costs and labour costs are maintained at agreed levels and correct profit margins are achieved.
• A prompt, courteous response and follow up is made to all enquiries.
• Booking and arrangements are made for in‑house functions such as Christmas Day, New Year’s Day, Valentine's Day, and Mother’s Day, etc.
• All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures.

BANQUETING MANAGER

The requirements of this key result area will have been satisfactorily performed when:‑

• Liaison is made with client at least one week before the function to confirm exact numbers and arrangements. All client requirements i.e. bands, discos, entertainment, specialised equipment has been booked as directed.
• Duty rosters are compiled, making certain that adequate numbers of experienced permanent and casual waiting STAFF will be on duty.
• Function rooms, ante rooms and cloakrooms are checked for cleanliness before GUESTS arrive, table and room layout and stipulated specific requirements are checked and all equipment, particularly audio and sound systems, is checked to be in good operating order.
• The job incumbent is available to greet the function organiser/ host and circulates during the course of the function to ensure availability in the event of a problem or a complaint.
• Water jugs, glasses and refreshments are replenished at regular intervals and ashtrays are changed during each break. Refreshments are served timeously at the requested times and all stationery requirements are in place.
• Waiting STAFF are briefed before the function commences and that STAFF know the limit of open bars and that this is not exceeded. Service of food and drink is courteous and professional.

DIRECT AND MANAGE FOOD & BEVERAGE DEPARTMENT TO ACHIEVE FOOD & BEVERAGE GOALS

• Utilises leadership skills and motivation to maximise employee productivity and satisfaction
• Monitors hotel’s overall service and team work daily, and makes recommendations for improvement to Department Heads
• Selects and develops strategies to improve guest service, food production techniques and efficiency
• Analyses financial reports relating to food & beverage, and takes corrective action and follow-up
• Achieves goals for “willingness to return”, “customer complaints per thousand” and “customer comment index”
• Manages and co-ordinates pricing and preparation of menus, beverages, and wine lists by taking the following into consideration:
• local requirements
• market needs
• competition
• trends
• potential costs and labour costs
• availability of food & beverage products
• merchandising and promotions
• Approves all wine purchasing, and other food & beverage items in accordance with corporate quality standards
• With Executive Chef, maintains an updated recipe file for all food and beverage items to include:
• sales history
• sales mix
• actual costs
• potential costs
• par stocks
• production time
• Prepares food and beverage business plan based on input from food and beverage Department Heads
• Assists in the development of the hotel’s annual business plan, by developing strategies to increase sales in food & beverage

THE REQUIREMENTS OF THIS KEY RESULT AREA WILL HAVE BEEN SATISFACTORILY PERFORMED WHEN: ‑

• Accurate billing for the function is recorded and such information and supporting documentation is passed to the Accounts Department for the correct billing of the client to be made. Follow up letters are sent to clients within a reasonable time of the function being held.
• Surplus equipment is removed once the function is over and is returned to its correct storage place and secured. Equipment is checked against inventories to ensure that no items have been misappropriated or mislaid and to ensure minimum losses. All stocks and supplies are timeously requisitioned, correct stock levels maintained and stored under optimum conditions.
• Stock is taken of all operating equipment at specified intervals and required records are maintained. Standard stocks are controlled through the correct handling, storage and stock counts of such stocks, in order to minimise loss through waste, theft and breakage.
• Control is maintained to ensure operating equipment is used properly and not abused e.g. serviettes and waiter's cloths used for cleaning.
• All function room furnishings and fittings are maintained in a good state of repair and where necessary faults and defects are reported to Maintenance Department and actioned without delay.
• All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures.

LAWS, REGULATIONS AND POLICIES

• Monitors and makes sure the food & beverage departments follow all applicable laws
• Monitors purchasing practices to ensure maximum quality to lowest possible price
• Monitors and ensures highest levels of guest satisfaction by providing quality guest services and products within corporate standards

HUMAN RESOURCES MANAGEMENT

• Screens, interviews and selects potential Department Heads and Supervisors for department
• Assists Department Heads in the selection process
• Develops and recommends appropriate training to meet guest needs Checks that staff meets and exceeds guest expectations by training and encouraging staff to provide Blow Away service
• Identifies training needs, and makes sure staff receives training, including skills training to provide consistent, reliable service
• Assists food and beverage Department Heads to assess training needs and develop their departmental training plans
• Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Human Resources Manager
• Conducts and guides Department Heads, and works closely with the Human
• Resources Manager on the following Human Resources related tasks:
• Performance appraisals
• Coaching
• Counselling
• Discipline and grievance
• Employee relations
• Wage and salary administration
• Compensation and benefits
• Succession planning

EMPLOYEE RELATIONS

• Fosters and develops effective employee relations within department and throughout the hotel
• Establishes and maintains effective internal communications, including daily meetings with own Department Heads and Supervisors, to ensure optimum team work and productivity
• Conducts monthly departmental meetings with all food and beverage staff present Looks for ways to motivate and challenge employees

HEALTH AND SAFETY

• Ensures that all potential and real hazards are reported and reduced immediately
• Fully understands the hotel’s fire, emergency, and bomb procedures
• Ensures that emergency procedures are practised and enforced to provide for the security and safety of guests and employees
• Ensures that employees work in a safe manner that does not harm or injure self or others
• Stimulates and encourages a general awareness of health and safety in tasks and activities carried out within the division
• Ensures the safety of the people and property within the premises by applying hotel regulations, adhering to existing laws and regulations
• Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening
• Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department

MISCELLANEOUS

• Attends meetings and training required by the EAM Food and Beverage Manager Assists colleagues to perform similar or related jobs when necessary
• Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests and the hotel’s stakeholders
• Maintains own working area, materials and company property clean, tidy and in good shape; reports defective materials and equipment to appropriate individual
• Continuously seeks to endeavour and improve the department’s efficient operation, and knowledge of own job function
• Is well updated on, and possesses solid knowledge of the following:
• Hotel fire, bomb and emergency procedures
• Hotel health and safety policies and procedures
• Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
• Hotel standards of operation and departmental procedures
• Current licensing relating to own department and the hotel
• Accepted methods of payment by the hotel
• Short and long term hotel, as well as corporate marketing and promotional programs
• Corporate clients and clients generating high business volume
• Union agreements

Skills, Experience & Educational Requirements

• Experience in F&B restaurant management at a luxury property preferred.
• Strong interpersonal and problem solving abilities necessary.
• Must be a highly organized person with strong planning skills.
• Goal and results oriented.
• Analytical skills, strength as a developer and a leader of others are essential.
• International experiences an asset.
• An absolute commitment to service excellence and continual learning.
   

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Key responsibilities:

• Reconciliation of online vouchers;
• Reconciliation of Dineplan;
• Management of Ironwood Trustees reconciliation;
• Reconciliation of Balance Sheet Accounts;
• Daily and month-end accounting over various sub-processes;
• Assist Accountant with management of assets;
• Internal audit role such as test checking of key P&P on a periodic basis and managing internal audit feedback checklist;
• Responsible for / assist with any special projects / assignments as requested from time to time by the DoF / FM / Accountants;
• Back up to key roles to allow for segregation of duties and continuity.

Requirements:

• Tertiary finance qualification an advantage;
• Excellent computer literacy (advanced knowledge of MS Excel essential);
• Comfortable interacting with internal clients at senior level;
• Excellent written and verbal communication skills;
• Accuracy & attention to detail;
• Deadline orientated.