Jobs at One&Only Resorts

Key Duties and Responsibilities

• Check arrivals ahead of time, corresponding room specific requests and guest preferences and ensures preferences are offered.
• Oversight of the VIP and repeat guest coding and amenities.
• Maintains Guest Profile notes in Opera.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Maintain focus on all VIP guests, creating itineraries with the assistance of our Concierge desk and our Transport desk
• Interacts with customers a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Meet and greet guests on arrival
• Records guest issues in the Glitch tracking system and Opera
• Reviews comment cards and guest satisfaction results through Market Matrix.
• Ensure the Leading Quality Assurance Standards are adhered to.
• Correspondence with Agents as to guest’s arrival and departure experience, report any issues
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyses information and evaluating results to choose the best solution and solve problems as quickly and efficiently as possible prior to the guest’s departure from the Resort.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Participates as needed in the investigation of employee and guest accidents.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members within the Resort.
• Serves as a role model to demonstrate appropriate behaviours.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assists with energy conservation efforts by monitoring compliance during property tours.
• Supports implementation of the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with security, health and safety policies and procedures.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Need to be confident in decision making and should be confident enough to get involved with service and the delivery thereof.
• From Time to time complete the VIP Traces report if and when so required
• Check all VIP & Repeat guest’s rooms and amenities, in accordance with the VIP Traces report, prior to the guest arrival
• Serves as a leader in displaying outstanding hospitality skills.
• Duty Management role will include liaising with residents & non-residents obtaining feedback on the hotel.
• Fulfil role as Hotel Duty Manager, spending time in all the F&B outlets & lobby especially during peak business periods with good understanding of F&B service requirements.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.

Education or Certification

• Minimum two years working in a luxury, or boutique hotel guest services department
• Hotel experience in most departments preferred.
• Diploma in Hospitality Management preferred.
• Mature and well-travelled person preferred.
• Must be able to work weekends and shifts.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.

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Key Duties and Responsibilities:

Development

• 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
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only Resorts daily operation
• Manage the team to attract, retain and motivate, develop, empower, coach and council, conduct performance and salary reviews, resolve problems, and provide open communication discipline
• Conduct/Lead operational and departmental meetings (as needed)
• Provide up-date information on Memo and Training Board
• Prepare and organize pre-shift briefings for Assistant Managers, Host Supervisors/Team Leaders, and Hosts
• Proactively participates in own development and team development
• Closely monitors training records and ensures that training is performed in accordance with standard
• Create, update, and adhere to departmental SOPs and Checklists
• Organize new training for the team including cross-training throughout department/resort
• Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

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
• Demonstrate an ability to maintain confidentiality and privacy
• Knowledgeable about the facilities and services provided by the sister-hotels of the One&Only Resorts Group
• Provide and create ideas on improving the overall product/experience for One&Only guests

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Ensure the appropriate communication and guest understanding of the QR codes among the Resort
• 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
• 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
• Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
• Coordinate daily Arrival and Departure experience
• 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
• Responsible for the disinfection, cleanliness, and proper function of the assigned equipment
• 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

Quality

• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Ensure all guests’ requests are successfully completed
• Check all VIP rooms and Suites before arrival
• Perform random checks in all occupied and arriving rooms to ensure that all standards are maintained
• Inspects guest rooms, together with the Host, strictly abiding to the established standards and procedures
• Ensure Hosts create and follow up any ticket in ALICE, always in a timely manner
• Look after guests who need special attention with the upmost care and accuracy
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.

Management

• Directs the Host Department in the care and attention to detail in guest services
• To manage all staff in the department, to ensure the highest standard of performance from the team
• 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, Hosts, and Host Assistant contains grooming standards, coordination, checking and completion of the assigned duties
• 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
• 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
• Monitor the Host’s interaction with guests and other colleagues, assisting when needed
• Foster and promote a cooperative climate, maximizing productivity and colleague morale
• Impart awareness of quality and brand standards across the resort
• Improve the annual Strategic Planning process through constant evaluation, communication changes and implementing lessons learned
• Oversees preparation of weekly schedule of the Host Department & Connectivity Center
• Distribute all work-related information to the Host Supervisors/Team Leaders and Hosts
• Directs, the Host Department in the care and attention to detail in guest services
• 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
• 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 F&B deliveries are dealt with in a timely and professional manner
• Ensures that all service areas (pantries and corridors) are always kept clean and tidy

Skills, Experience & Educational Requirements

• Education: High School completed – University Degree optional

Language(s)

• Language: English Fluent (100%)
• Proficient in MS Office, ALICE, 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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Key Duties and Responsibilities

SPA & RETAIL SALES

• Responsible for achieving retail sales targets as set by the Spa Director/Treatment Manager.
• Ensure aftercare recommendations are made at the end of every treatment, linking with client concerns and offering to prepare products at reception for purchase.
• Encourage clients to return to the spa by recommending an ongoing treatment program and cross selling the other business centers in the spa.  
• Maintain a sound knowledge of all treatments, packages and any promotions.
• Participate in demonstrations/ events as required.
• Ensure that daily sales figures are accurately recorded.

TREATMENT STANDARDS/OPERATIONS

• Perform all treatments at an exceptional standard, as per the ESPA protocols and standards taught in training, whilst tailoring to the client’s specific needs.
• Update own knowledge of products and treatment brand standards, outside of formal training by ESPA and Head Therapist.
• Carry out an in-depth consultation with each client prior to treatment, ensuring medical history and concerns are identified.
• Protect the guest experience by moving quietly around the treatment room and in corridors.
• Use the correct quantities of products as specified by the manufacturer and not exceed that amount.
• Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organized as per the spa standards.
• Follow treatment room opening and closing procedures correctly, reporting any maintenance issues to the Duty Manager.

GUEST RELATIONS

• Maintain the highest standard of guest service by following ESPA protocols and displaying genuine care and attention to detail.
• Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
• Ensure confidentiality at all times including data protection, medical details and any information provided in confidence by the client.
• Report any guest complaints to the Duty Manager so that they can be handled promptly and effectively.

HEALTH, SAFETY & HYGIENE

• Perform all treatments in a professional, hygienic and safe manner for all clients, updating knowledge and training regularly.
• Responsible for the cleanliness, sterilization and hygiene of all equipment, products and linens in the treatment and preparation areas, following ESPA protocols.
• Day to day responsibility for equipment, products, cleanliness and hygiene of the treatment and preparation areas.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. 
• Act responsibly at all times in relation to personal safety along with the safety of colleagues and guests of the spa.
• Support the Spa Attendants where required in maintaining cleanliness and hygiene in the spa facilities.

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.
• Always be punctual and prepared in advance of treatments.
• Support all departments in the spa including covering reception and spa attendant duties as and when required.
• Must adhere to training as set down by the Treatment Manager and Head Therapist and attend all training courses as deemed necessary.

Skills, Qualifications and Requirements

• Certified/ diploma’s as a beauty therapist
• Minimum of 1 year working experience in the 5 star spa/ hotel environment

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The Groups & Events Manager is required to:

• Attend Morning Meetings to report on daily Groups and Events.
• Check Groups & Events box and allocate enquiries accordingly to the relevant Coordinators.
• Ensure that all important emails in the Groups & Events Box are distributed to the relevant parties and that all useful information (i.e. Supplier emails are stored in the relevant folder for future use)
• Attend Revenue Meetings and ensure up to date feedback is produced for all tentative and prospect bookings.
• Generate from Opera a monthly Booking Review of all bookings in the system and ensure bookings are refreshed.
• Go through Cvent and assign enquiries to the relevant G&E account managers.
• Assign PM Numbers to the events of the day and check in the block. Then distribute the information to banqueting.
• Run monthly Banqueting Forecast Reports ensuring data in Opera is entered correctly.
• Ensure weekly checks on deposits due and activities in Opera are up to date.
• Represent Groups & Events in the Credit Meetings or PM Update Meetings adhering to corporate global finance requirements.
• Ensure adequate records are kept for lost bookings and produce and analyse reports when required.
• Produce and review conversion percentages of the groups and event enquiries.
• Check all contracts and ensure contract match reservations in the booking systems.
• Constantly review contracts to ensure they are in line with corporate governance, audit requirements and market conditions.
• Review processes and ensure SOP’s are produced and adhered to.
• Maximize on revenues by assisting in developing and refreshing banqueting and meetings offering.
• Ensure team reach budget and that groups rates are quoted as per strategy to maximize on Revenue.
• Ensure tracking is in place for all denials/regrets generated locally, for all lead sources

Ensuring Key Duties and Responsibilities for the department are met with the below:

• Represent One&Only Cape Town Hotel in a sales capacity during property site inspections and educational visits
• for travel agents, clients, individual guests, conference groups, incentive groups etc.
• Ensure that team respond to email and telephonic enquiries within 24 hours ensuring that the client receives a tailored proposal to suit their needs which includes value adds and indications of group and event discounts.
• Ensure function/ booking information is entered correctly into Opera including an enquiry note, basic rate proposed, and activity follow ups for future dates.
• Check venue and rooms availability in Opera prior to confirming to the client.
• Conduct show rounds for events and groups ensuring all departments and management are aware of VIP show rounds for large groups and that arrangements are made to ‘wow’ the clients.
• Possess a comprehensive knowledge of the One&Only’s facilities and activities within the Hotel.
• Negotiate the contractual terms and ensure all written communication is presented professionally with no errors and attention to branding details such as font etc.
• Meet with client to ensure that all aspects of the event or group are discussed to ensure that the operational teams are fully aware of the client’s requirements and expectations.
• Manage client to ensure that the client is aware of time lines with regards to menu decisions, deposit schedules, room attrition dates etc.
• Kerzner business use
• Drafting of the Group Resume and or Function Sheets showing every aspect of the booking from arrival to departure and distributing this to the Operational Department giving them sufficient time to prepare.
• Conduct pre con meetings before group arrival ensuring all required department HOD’s are present and that they are aware of their department’s individual responsibilities.
• Ensure your client receives a pro forma invoice and that deposit payments are paid on due dates.
• Ensure room pickup for groups are as per contract requirements and that Group Agreement Attrition Review dates are kept with the clients.
• Meeting & greeting of client for Groups and Events and introducing them to Banqueting Manager and relevant departments.
• Check with client through the group stay/event to ensure that they are happy with the hotels delivery of their requirements.
• Finalizing of all accounts relating to groups and events and all functions and ensuring that daily billing is completed for larger groups and event.
• Communicate all areas of concern as received from client to relevant department headings
• Represent team in Health and Safely and Staff forum meeting if required.
• To be fully conversant with all health and safety, fire and emergency procedures.
• Understand and apply the policies of the One&Only hotel applicable to group accommodation and food and beverage as well as functions and events.
• Maximize on Revenue for both rooms and catering functions in line with strategy.
• Understand and apply the knowledge of group accommodation (including rates) and food and beverage contracts.

Skills, Competencies and Requirements

• Minimum 3/4 years’ G&E management experience in a 4/5* environment.
• Diploma or Qualification in Hospitality Management
• Good communication, interpersonal and customer service skills.
• Leadership skills and the ability to motivate and train others and daily management of a team.
• Ensuring compliance with hygiene and health and safety legislation/guidelines.
• Experience in hotel contracting for accommodation and functions.
• Knowledge of Revenue Management principles and drivers.
• Previous Sales and experience advantageous.

go to method of application »

Key Duties and Responsibilities. 

SPA & RETAIL SALES

• Responsible for achieving retail sales targets as set by the Spa Director/Treatment Manager.
• Ensure aftercare recommendations are made at the end of every treatment, linking with client concerns and offering to prepare products at reception for purchase.
• Encourage clients to return to the spa by recommending an ongoing treatment program and cross selling the other business centers in the spa.  
• Maintain a sound knowledge of all treatments, packages and any promotions.
• Participate in demonstrations/ events as required.
• Ensure that daily sales figures are accurately recorded.

TREATMENT STANDARDS/OPERATIONS

• Perform all treatments at an exceptional standard, as per the ESPA protocols and standards taught in training, whilst tailoring to the client’s specific needs.
• Update own knowledge of products and treatment brand standards, outside of formal training by ESPA and Head Therapist.
• Carry out an in-depth consultation with each client prior to treatment, ensuring medical history and concerns are identified.
• Protect the guest experience by moving quietly around the treatment room and in corridors.
• Use the correct quantities of products as specified by the manufacturer and not exceed that amount.
• Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organised as per the spa standards.
• Follow treatment room opening and closing procedures correctly, reporting any maintenance issues to the Duty Manager.

GUEST RELATIONS

• Maintain the highest standard of guest service by following ESPA protocols and displaying genuine care and attention to detail.
• Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
• Ensure confidentiality at all times including data protection, medical details and any information provided in confidence by the client.
• Report any guest complaints to the Duty Manager so that they can be handled promptly and effectively.

HEALTH, SAFETY & HYGIENE

• Perform all treatments in a professional, hygienic and safe manner for all clients, updating knowledge and training regularly.
• Responsible for the cleanliness, sterilization and hygiene of all equipment, products and linens in the treatment and preparation areas, following ESPA protocols.
• Day to day responsibility for equipment, products, cleanliness and hygiene of the treatment and preparation areas.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. 
• Act responsibly at all times in relation to personal safety along with the safety of colleagues and guests of the spa.
• Support the Spa Attendants where required in maintaining cleanliness and hygiene in the spa facilities.

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.
• Always be punctual and prepared in advance of treatments.
• Support all departments in the spa including covering reception and spa attendant duties as and when required.
• Must adhere to training as set down by the Treatment Manager and Head Therapist and attend all training courses as deemed necessary.

Skills, Qualifications and Requirements

• Certified/ diploma’s as a beauty therapist
• Minimum of 1 year working experience in the 5 star spa/ hotel environment

go to method of application »

Key Duties and Responsibilities

• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, restocking items, turning off lights and completing daily cleaning checklist.
• Set up, stock, and maintain work areas.
• Inspect the cleanliness and presentation of all china, glass, and silver prior to use.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.       
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards. Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Perform other reasonable job duties as requested by Supervisors.  

Female IDR Waiter 

Uniform Requirements

You are required to wear the following:

• Beige Apron
• Beige Tie
• White shirt
• Black Court shoe
• Black pants
• Waiters friend
• 2 Pens
• 1 lighter
• 1 Waiters cloth
• Blackmail Pantyhose

Grooming Requirements

• Shower before coming to work, use deodorant but must not too potent.
• Hair over shoulder length to be tied back with a black band.
• One ring per hand (no flashy jewellery); one watch.
• Hair to combed neatly and worn out of face.
• No long or stick-on nails ,nails can be groomed in a French manicure but no colourful nail polish ,nails to be clean and free of dirt.
• All ladies to wear black closed toe shoes/ court shoes.
• All ladies to wear blackmail pantyhose
• Uniform to be crisp and clean.
• No visible necklace or chains.

Male IDR Waiters 

Uniform Requirements

You are required to wear the following;

• Beige Apron
• Beige Tie
• White shirt
• Black Lace up  shoe
• Black pants
• Waiters friend
• 2 Pens
• 1 lighter
• 1 Waiters cloth
• Black socks

 Grooming Requirements

• Shower before coming to work, use deodorant but not too potent
• Hair cut short and neat ,no dreadlocks or braids
• On ring on finger (wedding ring ,no flashy jewellery)
• No beards, moustache to be neatly trimmed
• No long nails ,nails to be clean and free of dirt ,no colourful nail polish
• All gentleman to wear black closed laced up shoes
• Uniform to be crisp and clean
• No visible necklace or chains
• One watch
• No colourful belts ,black only
• No colourful socks ,black socks only

Attendance and Timekeeping

• All staff to arrive on duty 15 minutes before shift commences.
• Any staff member running late should call their manager to announce that they will be running late.
• Employees calling in sick are to speak directly to the manager on duty and inform them of their condition.
• Anyone leaving the department should inform the manager where they are going should it be the following :
• Bathroom break, smoke break, canteen, guest, another department etc.
• All sick leave or absent days to be recorded on a leave form:
• Sick note and leave form copied, original handed in to HR and copy handed in to manager, this form needs to be signed off by the employee, HR and the IRD manager.
• You are required to work extra hours during busy periods.
• If staff arrive on duty and need to wait for fresh uniforms are required to go to IRD Department and inform the manager of the situation, (the same applies for transport running late)

Ground Rules:

• Eating or drinking of company products is expressly forbidden and will be treated as theft.
• Be respectful towards fellow colleagues.
• Use of clean napkins to polish glasses etc. is not allowed.
• Food items in the fridge must be sealed and covered.
• ENGLISH is the chosen language of communication at the One&Only, other languages may not be spoken whilst on duty.
• Use of your cell phone whilst on duty is not allowed.

Skills, Experience & Educational Requirements

• Provide excellent service
• To work together as a team
• Exceed expectations’
• Develop and grow
• Exceptional product knowledge