Hot Jobs at One&Only Resorts

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

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Job Summary

• The Guest Service Agents manages efficiently any internal and external calls and emails, as well as acts as a point of liaison between the guests and any other departments of the resort (FO, Hosts, restaurants, housekeeping, maintenance, SPA, activities etc.). They take and enter all guests’ requests and proficiently communicates to the proper departments by radio, ALICE, phone, or email, and monitors the request until proper completion.
• The Guest Service Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard.
• Finally, Guest Service Agents have a high sense of customer service and communication, fluent in English (written and spoken), and know how to work under pressure. The use of computer, including Microsoft Office products and systems, Sevenrooms, Open Table and ALICE, as well as the ability to write with high speed and in a professional manner is highly required.

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
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Attend all pre-shift briefings under the supervision of a departmental leader
• 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

Product

• Act as One&Only brand Ambassador always
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
• Correctly inform guests about local activities and restaurants according to standards
• Recommend and schedule restaurant reservations and/or activity bookings for the guests based on their needs and expectations
• Presents options and alternatives to guests and helps in making choices
• Create and send accurate itineraries and information to the guests based on their needs and expectations
• Inform all departments of pre-arrival requests made by the guest through ALICE
• Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
• Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
• Follow-up with lost luggage from the airport
• Coordinate any third-party amenities to be delivered to the guests
• Schedule and provide wake-up call as per guest request according to standards
• Respond to guest calls for Guest Service within 5-minutes
• 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
• Update guest incidents report in ALCIE
• Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest´s SAGA Profile
• Manage the personal information of our guests via SAGA
• 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 either merged or deleted daily through OPERA and SAGA
• Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
• Monitor the operations through the Rooms Management function in OPERA.
• Support the Front Office-Concierge when necessary
• Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly
• Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand
• Know how to use ALICE systems, GMH Reviewpro, OPERA, Sevenroom/OpenTable 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
• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
• Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
• Have a complete knowledge on all food and beverage products available for room delivery
• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
• Communicate professionally with our guests via email and ReviewPro Guest Messaging Hub (GMH)
• Follow-up all GMH Messages in a timely manner and record all requests made through GMH into ALICE
• 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
• Handle the perpetual telephone operation for the department using the telephone etiquette established by the resort
• Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Use the communications tools as per the standard of communication established by the Resort
• Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Supervisor / Manager

Quality

• 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
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• Report any guest’s issue to the appropriate department or colleagues through ALICE or phone to provide a prompt and satisfactory response
• Contact the guest’s prior arrival sharing all important information relevant to the guest stay
• Ensure special requests are met prior guest arrival
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Support the coordination of guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal)
• Provides the Hosts and/or Runners with information regarding guest’s arrival and organizes the distribution of amenities
• Follow up on guests’ requirements based on Opera/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
• Improve guest satisfaction
• Attending calls within 3 rings with proper greetings
• Observing proper and professional email and telephone etiquette
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Minimum Experience: 2 years in same or similar position

Language(s)

Language:

• Language: English 90%
• Computer savvy is highly required 
• Basic understanding of OPERA PMS System, ALICE
• Other Skills: Organized, multitasking, work well under pressure, mental agility, good interpersonal relationship, analytic, great tone of voice, positive attitude, and customer oriented
   

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Job Summary

• The role of a Hostess 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