Jobs at One&Only Resorts

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
• Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereabouts
• 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
• Conduct a pre-shift briefing 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
• 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

• 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

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Respond to guest calls for Guest Service within 5-minutes
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Ensure the appropriate communication and guest understanding of the QR codes among the Resort
• Ensure housekeeping services are performed within timeframes requested by guests
• Ensure to make himself/herself visible to the assigned guests to facilitate connection with the guest
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Presents options and alternatives to guests and helps in making choices
• Inform the guest about any in house events [closed areas, fireworks, etc.] that might disturb the guest stay
• 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
• Deliver guest’s folios and confirmation letters to guestrooms
• 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.)
• Complete the Daily Log in ALICE Platform
• Utilize the SAGA System to provide detailed guest profiling for future reference and service
• 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
• Capably operates Internet access and multimedia systems and assist guests with their devices’ connections
• 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 golf cart(s)
• Ensure that disinfection as per standards has been performed, noting it with the appropriate signage
• Inspect and sanitize all equipment that our guest may need to ease their stay
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Plan snacks and fruits based on guest preferences; diligently register details in SAGA
• Prepare coffee station accordingly to guest preferences (based on individual property)
• Prepare coffee at the perfect pantry as guest would require it
• Enquire guests about preferred timeframes for the housekeeping services upon arrival and/or throughout their stay to ensure minimum physical contact
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Ensure the Coordination of the housekeeping daily cleaning and turndown services
• Coordinate the turndown service operations in collaboration with the PM Supervisors
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Maintain standardized use of radio and mobile as per stablished by the Resort
• 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
• Protects our guests’ interest to ensure customer satisfaction
• Monitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request
• Sole point of contact for the assigned guests or any guest, and ambassador for the brand
• Ensure special requests are met prior guest arrival
• Perform guest in-room check in process including room orientation
• Introduce and accommodate guest luggage as per standard
• Offer, and perform if agreed, personalized services such as packing and unpacking, guests’ belongings tidy up, clothes pressing, laundry management, shoe-shining, among others
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Coordinate and ensure guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Create extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others

• Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard
• Ensure that in-room amenities are displayed as per standards
• 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 is a plus
• Minimum experience: 2 years
• Languages: Bilingual
• Language: English (100% proficient)
• Language:
• Computer savvy
• Proficiency in MS Office and Micros Opera PMS is required
• ALICE & SAGA Platform previous experience is desirable
• Exceptional communication and interpersonal skills
• Folios and billing knowledge are desirable
• Knowledge in luxury products, service, and brands
• Guest drive, team player, flawless communicator, passionate, well organized, details oriented

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Job Summary

The Groups & Events Co-Ordinator assists the G&E Account Managers with admin requirements as per the below:   

Duties and Responsibilities:

• Good written and verbal communication.
• Strong sense of organization and planning.
• Ability to analyse and manage multiple tasks.
• The ability to solve problems quickly and efficiently.
• Ability to manage stress situations, always promoting a constructive and positive attitude.

Daily Tasks

• Manage the G&E mailbox distributing enquiries according to workflow and ensure G&E Account Managers do not have groups overlapping and ensure that all the request should be answered in 24 hours.
• Allocating deposits and payments to blocks and PM’s.
• Support the G&E Managers with Trace Reports for daily chasing – Deposits deadlines etc
• Support the MICE Sales Manager with reports required to follow-up on pending enquiries –Pending Enquiries, proactive chase procedure for all groups.
• Coordinate MICE FAM trips, site inspections, ensuring showrooms and gift bags are in order.
• Entering rooming lists ensuring all notes, special requirements, billing instructions and routing is completed.          
• Assist with the distribution of BEO’s which have been amended and ensure all operational parties receive the updated BEO timeously.
• Update the Daily Cover Sheet  - adding in the details regarding the following days groups, events and site inspections.
• Ensure S&C is up to date with the newest menus, pricing is correct.
• Be the back-up to the Co-ordinator Sales with regards to ordering office and printing supplies from iScala.

Weekly Tasks

• Assembling the Groups Brief for the Operations Meeting.
• Printing Function pack and BEO’s for Function Pack Meeting – Batch report from Opera S&C.
• Distribution of Function Pack weekly in a timely manner.
• Ordering required halal and kosher catering as per client request.
• Ordering and collecting V&A Portswood Parking vouchers - Processing supplier payments for parking, IVTM and other suppliers. 
• Review commission reports for groups, events and Food and Beverage.
• Assist with the processing of accounts - commission payments, refunds or credit card refunds.
• Coordinate the function pack meeting and PRE-cons with the various stakeholders in operations.
• Update G&E Account Managers activities on Salesforce and information is correct and consistent with S&C.
• Ensure teamwork and total cooperation between Operations, Sales Managers, Revenue and G&E to ensure that the entire sales process is completed and up to date.
• Group filing and labelling of boxes on past groups once closed.
• Meeting minutes are kept copied to relevant departments (Sales, Revenue, Reservation, Rooms, F&B, etc)

Reporting

• Ensure the G&E Account Managers update the Sales Target report on a monthly basis.
• Send the ADOS a weekly report of each G&E Account Manager’s pending bookings and number of quotes.
• Assisting G&E Manager with reports from S&C:
• LOST Reports - Tracking is in place for all denials/regrets generated locally, for all lead sources
• Provisional Reports
• BQT forecast
• Deposit Schedules
• Reporting on & tracking & measuring the materialization of groups (current & historical)
• Conversion and lead time statistics
• Assist ADOS with commercial planning & analysis reports as and when requested i.e. nationality report for all future groups and banqueting forecasts.

Skills, Competencies and Requirements

• Diploma or Qualification in Hospitality Management
• Good communication, interpersonal and customer service skills.
• Ensuring compliance with hygiene and health and safety legislation/guidelines.
• Sense of urgency, attention to detail and a can-do attitude.
• Have extensive knowledge of Opera Sales & Catering.

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Job Summary

• Complete basic/ normal cleaning projects as well as special cleaning projects as assigned and following hotel specifications and standards.  Clean and maintain equipment and dishwashing/ kitchen/ cafeteria/ compactor/ storage areas.  Assist in other Stewarding functions as assigned.

Key Duties and Responsibilities

• Use correct cleaning chemicals for designated items, according to Health and Safety regulations and hotel requirements.
• Set up and organize work station with designated supplies and equipment; report shortages to supervisor.  Replenish as needed throughout the shift.
• Check the working condition of equipment and machinery in accordance with specifications; rectify any deficiencies.
• Clean designated equipment, sinks, service areas, walls, floors, kitchen/ cafeteria/dumpster/compactor areas as assigned, following all departmental procedures and sanitation requirements.
• Inspect the cleanliness and condition of all washed equipment and areas; clean items not meeting standards.
• Store cleaned equipment in designated areas.
• Handle all wares carefully to prevent breakage and loss.
• Monitor usage of chemicals to maximize consumption.
• Maintain cleanliness and working condition of garbage disposal and grease traps.
• Maintain cleanliness and organization of work areas throughout shift.
• Stock kitchen lines, restaurant service areas and buffet line with designated cleaned wares, utensils and equipment.
• Clean spills in kitchen and work areas immediately.
• Use designated chemicals, supplies and equipment to clean various floor surfaces (brooms, mops, stripper, buffer, etc.).
• Maintain cleanliness and organization of supply/storage closets; remove trash, wipe down shelves/counters; clean floors; remove items which do not belong and place in correct areas.
• Transport garbage containers from kitchen and work areas to dumpster; empty and clean according to standards.  Adheres to recycling regulations.
• Clean garbage compactor and area as assigned.
• Report any damages, maintenance problems or safety hazards to the supervisor.
• Adhere to all Health Department, sanitation and safety regulations as required by the hotel.
• Organize and restock work areas for next shift as specified in departmental standards.
• Work with chemical and machine repair personnel to repair machine, improve quality or standards, increase productivity or capacity of machine.
• Complete job functions of other departmental positions as assigned.
• Assist in plating up banquet meals. Assist in inventories as assigned
• Perform special cleaning projects as assigned
• Ensure that floors are swept and mopped. Keep floors clean dry, spills are picked up immediately using wet floor signs, dry rags, and dry mops
• Clean walls, tables, racks, sinks, floor mats and disposal area, polish stainless steel, ceilings.
• Clean Ovens, hoods, filters, drains, hot boxes, steam tables, stoves, according to schedule or as specified by the Executive Chef of their respective area of responsibility.
• Maintain organization and ensure proper storage and cleaning of all rolling stock and racks, silver, pre-soaking and operation of dish machines.
• Comply with attendance rules and be available to work on a regular basis according to the Roster
• Perform any other job related duties as assigned.

Skills, Experience & Educational Requirements

• Ability to satisfactorily communicate in job-related English.
• Ability to count.
• High school graduate or equivalent vocational training.
• Previous experience in janitorial/ cleaning position.
• Familiarity with proper sanitation regulations.
• Knowledge of proper chemical handling.
• Ability to perform duties with attention to details, speed, accuracy, follow-through and cooperativeness and be able to follow directions.
• Ability to adapt to meet priority changes of work flow or requirements.
• Ability to operate designated machinery and remains alert while operating it.
• Ability to exert physical effort in transporting equipment and wares and withstand high temperatures, moisture and noise levels in work areas.