Hot Jobs at One&Only Resorts

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

• Responsible for the overall management of the store, the staff, the merchandise and customer service management. The Retail Manager is also responsible for achieving sales objectives, maintaining and achieving high operational and merchandising standards and goals, building highly motivated teams and assisting with the development of the team

Key Duties and Responsibilities

Sales Generation

• Meet individual quarterly sales goals and monthly goals for the store, as stipulated by finance.
• Set individual sales goals to ensure the goals reflect the store business goals.
• Continuously motivate sale staff to meet assign sales and productivity goals – area of responsibility.
• Support the development of associate’s sales techniques through training, ensuring utilization of elevated levels of sales and service to maximise sales.
• Demonstrate an in-depth knowledge of the product, and ensure all sales staff is fluent in all aspects of product knowledge.
• Demonstrate sales leadership by playing an active role on the shop floor – leading by example
• Collaborate with Retail Director and suggest Marketing & Press activity needed to create opportunities to support sales.
• Contribute to events/incentives that will continue to grow the customer base and establish. NEO as a standalone brand, with a big emphasis on building the local market.

Customer Service

• Ensure all associates provide the highest level of customer service according to One&Only Values and Employee Handbook.
• Ensure the staff maintains constant client communication through the utilisation of our client books.
• Manage client database and utilise information to increase sales & client contact.
• Resolve all client complaints quickly and effectively, ensure feedback and communication with the client on the same day, and maintain good communication throughout the process.
• Conduct training sessions (independently and through the training department) around customer complaints, teamwork, product knowledge etc.
• Manage special events, previews, customer days, sales etc. by co-ordinating trunk shows, ordering and monitoring incoming stock, purchasing, payments, advertising etc.
• Empower associates to make decisions in the clients’ best interest whilst supporting the Company’s philosophy.

Operations

• Ensure facility maintenance and presentation. Maintain a well-presented store with no damaged equipment/ fixtures and fittings etc.…
• Ensure cash control procedures are properly followed.
• Control store expenses, maintain budgets and continually strive to reduce costs.
• Schedule associates to ensure adequate cover on shop floor whilst maintaining the payroll budget.
• Ensure deliveries are meticulously processed, counted and checked within 24 hours. Ensure costing/ coding within 48 hours.
• Create action-plan to reduce shrinkage/damaged merchandise.
• Understand and properly execute management functions as set out by the Company.
• Support, promote and assume responsibility for loss prevention.
• Build and maintain good communications with press through liaison with the Marketing Department.

Merchandising / Visual

• Implement, contribute and maintain merchandising strategies.
• Ensure the sales floor is neat, clean and organised to reflect the correct visual image at all times.
• Identify and communicate product concerns within 24 hours of identifying them.
• Communicate inventory needs to support the business goal.

Human Resources

• Create personal objectives through the Review Appraisal system.
• Monitor development programs for all staff.
• Support implement and provide follow up for all training programs.
• Continually evaluate the performance of each associate and provide constant feedback to ensure positive results and personal growth.
• Ensure image and grooming standards, as stipulated in the Employee Handbook, are adhered to at all times

 Skills, Experience & Educational Requirements

• Minimum 2 year experience as a Retail Manager or a similar role.
• Should have minimum 5 year experience in Retail and high end fashion industry.
• Bachelor’s Degree is advantageous.
• Excellent skills in sales and upselling.
• Should have a proven track record of progressive sales increase.
• Sound knowledge and experience in formulating sales strategies, targets/budgets, and other sales techniques.
• Excellent communication skills with an additional major European language an advantage.
• Should have excellent leadership skills and able to manage diverse teams.
• Should be flexible and have a positive attitude.
• Confident in interacting with the customers.

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Job Summary

• The Sales Assistant is fully responsible and assigned to the duties of assisting the Retail Manager and Assistant Retail Manager with the day to day running and operations of the retail stores. Supervises his/her assigned duties and ensures proper delivery of high personalized service with attention to detail to maximise guest satisfaction.

Key Responsibilities

• Looks after his/her assigned guests in all aspects and ensures 100% guest satisfaction.
• Punctual.  Subscribes to the shift times in the best interest of the store, resort and its guests.
• Help maintain a positive and safe working environment.
• Ensures the smooth running of all services and facilities for clients.
• Shows initiative, suggests new services and anticipates guest needs and discuss those with the Assistant Retail Manager.
• Shares knowledge and skills with other colleagues.
• Communicates guest complaints and compliments to the Retail Manager.
• Attend training sessions as assigned by the Retail Manager.

Duties and Responsibilities

Sales Generation

• Demonstrate In-Depth Knowledge of product with the aid of the LOOK BOOK.
• Plays an active role on the shop floor with merchandising and guest sales.
• Ensure timely completion of Admin Duties in accordance to orders and deadlines

Customer Service

• Follow up with team and manager to maintain and ensure constant client communication and service delivery.
• Maintain active data base and constant communication with Neo guests through follow up mails and marketing specials according to brand

Operations

• Ensure accurate and timely processing of all local paperwork, from start to finishing of the OC and PO to arrival on floor and costing of item correct
• Communicate inventory needs to management to sort business goals
• Assist in stock take and receiving
• Log accurate sales and sales logs to Head Office on a weekly basis

Merchandising and Visual

• Assure shop floor clean and tidy at all times
• Assist in/delegate change in shop floor for exciting displays
• Ensure Shop windows always clean and fresh with new ideas to show case what Neo has to offer
• Merchandise and change displays when new products enters NEO

Health and Safety

• To be aware of and comply with safe working practices as stipulated under the Health and Safety Acts as applicable to your place of work. This will include your awareness of any specific hazards.
• To report any defects in the building or equipment according to hotel procedure.
• To ensure that any accidents to staff, guests or visitors are reported in accordance with correct procedures.

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Job Summary

• The role of a Hostess is primarily to assist the Manager in providing excellent customer service and to meet greet and seat all guests who dine in the restaurant.  Attention to detail is imperative and a Hostess must be able to multi task, prioritize and remain calm under pressure. A flexible attitude is expected while following company Procedures and Standards. Knowledge of food and beverage service is required and meets service standards and procedures of restaurant.  

Key Duties and Responsibilities

• Present oneself in a way that enhances guests overall experience, by adding life and energy to the outlet.
• Other duties, of a reasonable nature, will be required of you from time to time at your Manager’s discretion:
• Completion of Reception Duties at the start of the shift.
• Greeting guests warmly, yet professionally.
• Assist guests at check in when required.
• Show guests to their table / sushi bar / lounge bar.
• Answer the phone demonstrating correct telephone etiquette.
• Check on table return times and communicate information to the Manager.
• Check on available tables and communicate information to the Manager.
• Help to bus and reset tables when required.
• Completion of final duties at the end of the shift found in duties manual.
• Cover the Restaurant Reservations when required to do so.
• Keep the Manager updated on the reservation, guest satisfaction and special requests.
• Receive and attend to guest’s needs in the outlet.
• Serves food and beverage to guest according to prescribed service standards and procedures of restaurant service with emphasis on speed and accuracy.
• Cleans and maintains equipment, tools, fixtures, service area, and door area and menu folders in the outlet assigned.
• Maintain and update the outlet’s reservation book and guest history book.
• Assist the Manager in recording the daily sales, cover count report and total drinks sold from the outlet.
• Report any unusual incident, guest complains, lost and found, breakage and losses, equipment and fixture break down to the Manager.
• Attend pre-meal briefing and de-briefing daily and the F & B Staff Meeting monthly.
• Attend all meetings and training sessions organized by Resort Management 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.
• Maintain the par stock of menu folders and advertising collateral in the outlet.
• Take 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.
• 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.
• Checks the floor area and door area are clean.
• 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.
• Control the distribution of guests in the outlet, allowing the service attendants to clear and re-set tables.
• Capable of answering and providing accurate information to the gust concerning the restaurant, its products and services.
• 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 food and beverage orders for the guest, re-confirms guest’s orders 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 complains professionally.
• Communicate with VIP guests, government officials and other important individuals in the performance of work and in promoting the outlet and Hotel.
• 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

Reception & 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)
• The Return Times Sheet is ready
• We have enough of the following: 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.

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 M’D and hostess.
• How many guests were originally booked (on the blocking sheet)?
• How many guests we sat at the Sushi Bar?
• How many guests we sat in the restaurant?
• 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.  The daily log will be faxed to Nobu; therefore the information must be legible.
• You must include all the information which you have written in the diary.
• Ensure you have checked for spelling and content with the M’D 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 a Captain or 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