Job Vacancies at One&Only Resorts

Job Summary:

• An Assistant Host Manager is expected to have a smart and neat appearance, which reflects the high standards of One&Only Resorts.  
• The Assistant Host Manager is also expected to have a critical eye for details in terms of cleanliness, hygiene, and service. Knows how to manage and motivate a team of Hosts.
• As a teacher, the Assistant Host Manager also protects and ensures the service know-how.
• Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible.
• At the same time, their analytical minds and composed character allow them to be the primary line of defense to prevent and solve any possible complaints.
• A meticulous planning and strategy are fundamental to succeed in achieving all financial and operational goals set throughout the year.
• Their instinctive leadership empowers them to coordinate and orchestrate the operation with an efficient yet luxurious approach.

Key Duties and Responsibilities:

Development

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

Product

• Always represent and promote One&Only Resorts and to the best of his/her abilities
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only daily operation
• Knowledgeable about the facilities and services provided by the sister-hotels of the One&Only Resorts Group
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Ensures that all guest-access-areas within the assigned sections are always kept clean and tidy (i.e., rooms, corridors, room entrances and terraces)
• Ensure housekeeping services are performed within timeframes requested by guests
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Uses suggestive selling techniques to sell rooms and to promote other services of the resort
• Knows the location and types of available rooms as well as the activities and services of the property
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
• Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Fully Trained in First Aid and Safety Protocols
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Drive and support revenue generation

Management

• Directs the Host Department in the care and attention to detail in guest services
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Supervision of Host Supervisors/Team Leaders and Hosts contains grooming standards, coordination, checking and completion of the assigned duties
• Prepares weekly schedule of the Host Department
• Distribute all work-related information to the Host Supervisors/Team Leaders, Hosts and Hosts Assistant
• A commitment to a sense of urgency, immediacy, and total responsiveness
• Demonstrate commitment to uncompromising standards of excellence
• To develop a close working relationship with all departments, colleagues, and managers to ensure guest expectations are met
• To manage all staff in the department, to ensure the highest standard of performance from the team
• All colleagues are always dealt with in a polite and helpful manner
• Ensure all colleagues have proper supplies and tools for their daily tasks and activities
• Ensures that all maintenance requests are dealt with in a timely and professional manner
• Ensures that all service areas (pantries and corridors) are always kept clean and tidy
• Contribute to teamwork which positively impacts on Guest Service
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict
• Executive Management is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary
• Inspects and perform random audit checks of guest rooms, together with the Host, strictly abiding to the established standards and procedures
• Has sound product knowledge of all villas, as well as the services provided by the Host Department and all the hotels’ departments and their respective schedules

Quality

• Improve guest satisfaction
• Consistently improve quality of service
• Effective in complaint handling and problem resolution
• Coordinate daily Arrival and Departure experience; Properly plan 3-5 days in advance of intended arrivals to ensure all guest needs/preferences are prepared
• Welcome, greet, and assist guests with any requests, enquiries, and directions
• Ensure all guests’ requests are successfully completed
• Ensure Hosts create and follow up any ticket in ALICE, always in a timely manner
• Ensures that all F&B deliveries are dealt with in a timely and professional manner
• Look after guests who need special attention with the upmost care and accuracy
• Check all VIP rooms and Suites before arrival
• Responsible for utilizing ReviewPro in making sure that the feedback is shared with the team and follow up on any issues or glitches

Skills, Experience & Educational Requirements

• Education: High School completed – University Degree optional
• Languages: Bilingual
• Language: English Fluent (100%)
• Language:
• Proficient in MS Office, ALICE, SAGA, and Micros Opera
• Exceptional communication and interpersonal skills
• Natural leadership and management abilities
• Qualified financial analyst with billing knowledge
• Critical thinker and a remarkable problem solver
• Expertise in product and brand knowledge
• Excellent project management skills
• To be able to recognize and adjust to change
• Setting and achieving specific standards for self and others
• Capable of delegating some authority, with close follow up and control

go to method of application »

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.

go to method of application »

Key responsibilities:

• Key role in daily and month-end accounting over various sub-processes
• Financial reporting to the BoD, KIM (head office) & external stakeholders
• Analysis of monthly results & ad hoc assistance to heads of department
• Preparation of the Annual Financial Statements and IFRS compliance
• Responsible for tax reporting and submissions
• Key role in annual Budget process and monthly P&L Forecasting
• Monthly Cash Flow Forecast
• Reconciliation of Balance Sheet Accounts
• Manage the duties & responsibilities of team members.

Requirements:

• Must have undergraduate degree with Financial Accounting, Management Accounting and Taxation
• Completed SAICA articles beneficial
• Knowledge and experience of statutory financial accounting, reporting and tax essential
• Advanced 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.

go to method of application »

Job Summary

• Responsible for maintaining, repairing, installation or replacing of building fabric and building services when they malfunction, break or need to be installed.
• Responsible for the periodic inspection and preventive maintenance of the building and its services.

Key Duties and Responsibilities

• To be familiar with the buildings and public areas, all pieces of equipment and installation, pipe and cable routing, valves and control panels, ducting, dampers and electrical, water and gas meters.
• To continuously give feedback to the supervisor on tasks pertaining to the trade.
• To perform room maintenance as per Perfect Room Program checklist.
• To perform Public Areas Maintenance as per PAM program checklist.
• To fill and record any discrepancies found in the rooms and public areas and inform supervisor accordingly.
• Determine sources of possible defects in order to prevent unexpected breakdowns and perform proper repairs..
• Responsible for the tools provided by the hotel.
• Must be able to work without constant supervision.
• Ensure that safety aspects are looked at.
• Must be familiar with fire detection systems, firefighting and escape routes– smoke and heat detectors, call points, fire hose reels and fire hydrants.
• To attend fire alarm calls out and assists as per fire alarm procedures.
• Ensure that emergency situations are dealt with, with tact and solved accordingly.
• Ensure that hotel assets are protected while performing duty.
• Must ensure that protective equipment is used wherever applicable.
• To maintain a clear and clean workplace.
• To attend weekend and public holiday duties as per roster.
• To attend morning briefings and wrap up sessions in the afternoon.
• To assist with work undergone by either outside contractors or in-house colleagues.
• Is expected to be available at any time to carry out any job outside the scope of his daily work, according to the needs of the operation or to intervene personally on repair and maintenance work when necessary.
• To be able to work in a team as required by the nature of the work for good functioning of operations and pertaining to guest satisfaction.
• To ensure that all maintenance requests are logged in the maintenance request book and communicated for action to the related person/s.
• To attend to daily maintenance requests as assigned.
• To fill in the maintenance request log book once job completed, providing all details as required in the log book.
• To be able to attend phone calls and liaise with guests as per company norms.
• Should have good communication skills with other departments relating to maintenance work.

Skills, Experience & Educational Requirements

• To be able to complete work in a timely manner.
• Have at least 3 years’ experience in a similar post.
• Fluent in written and spoken English, other languages spoken are a distinct advantage
• To be able work well under pressure.
• To be able to work shifts, public holidays and weekends.