Jobs at One&Only Resorts

Job Summary

• Under the leadership of the Head Concierge and direction of the Front Office Manager, and within the limits of the hotel’s policies and procedures, ensures that departmental procedures and standards are maintained and all guests receive prompt, cordial and efficient attention and service. The Assistant Head Concierge must have extensive knowledge on the immediate area and must be resourceful.

Key Duties and Responsibilities

• To lead by example when it comes to the duties and responsibilities of the Concierge Department.
• To assist in the investigation of guest complaints and queries.
• Reporting any improper behavior and lack of work performance to the Head Concierge
• Rooming of guests when necessary
• Taking responsibility for duties of the desk as well as your own.
• Assisting the Head Concierge with any difficulties they might encounter in performing their duties.
• Assisting the Head Concierge to ensure that Concierge performs up to standard and that delegated duties are timeously performed.
• Ensuring that the Concierge work area is always clean and tidy.
• Assist in ensuring that there are always the necessary brochures and maps available on the desk.
• Ensure that the Room Drop, Collections and Key register is completed correctly and always signed on collection.
• Check that all e-mails received are replied to within 12 Hours and filed correctly
• To be very meticulous in completing the daily check-list and check that it has been done during shift handover
• Taking ownership of the daily handover ensuring all items are followed up on a regular basis.
• Assist with the weekly newspaper order taking the weekly forecast into consideration
• Assist with the training and documenting of training within the department.
• Assist the Head Concierge with the updating of the departments SOP.
• Assist in the updating of training documents.
• Assist in the identification of any training needs within the department and communicate this to the Head Concierge.
• Signing in and out of the Porters, and to keep an eye on their daily operation and to report any irregular behavior.
• Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments.
• Assist with site inspections and show-rounds as required
• In the absence of the Front Office Manager and Head Concierge, to attend the Forecast and Rooms Division Meeting.

General and other duties

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks.  The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.

To be flexible within your job and to be able to fulfill any other duties that you may be asked to perfor

Interpersonal Relationships

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• 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.
• Management is kept informed in an appropriate 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.
• Instructions from management are treated constructively and acted upon.

Education or Certification

• Must be computer literate, knowledge of MS Office and Opera is essential.
• Must be able to work well under pressure and be able to multi-task.
• Must have experience as an Assistant Head Concierge in a five star environment for a minimum of 2 years.
• Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential.
• Must have the ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.
• European language skills will be advantageous
• Business or Management qualifications are desirable

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Job Summary

• To co-ordinate and manage all elements of the restaurant dining experience, by ensuring the smooth running of the restaurant. Maintaining the standards and ensuring staff follow guidelines and procedures. Manage all areas of Human Resources including payroll, all personnel documentation, disciplinary action etc. To oversee and supply feedback to all levels of staff by way of performance appraisal

DIRECT AND MANAGE NOBU RESTAURANT TO ACHIEVE FOOD & BEVERAGE GOALS

• Utilise leadership skills and motivation to maximise employee productivity and satisfaction
• Monitor hotel’s overall service and team work daily, and make recommendations for improvement to Department Heads
• Select and develop strategies to improve guest service, food production techniques and efficiency
• Analyse financial reports relating to food & beverage, and take corrective action and follow-up
• Achieve goals for “willingness to return”, “customer complaints per thousand” and “customer comment index”

Manage and co-ordinate pricing and preparation of menus, beverages, and wine lists by taking the following into consideration:

• local requirements
• market needs
• competition
• trends
• potential costs and labour costs
• availability of food & beverage products
• merchandising and promotions
• Approve all wine purchasing, and other food & beverage items in accordance with corporate quality standards

With the NOBU Chef, maintain an updated recipe file for all food and beverage items to include:

• sales history
• sales mix
• actual costs
• potential costs
• par stocks
• production time
• Prepare NOBU restaurant business plan based on input from Food and Beverage Manager
• Assist in the development of the Food & Beverage departments annual business plan, by developing strategies to increase sales in food & beverage in NOBU

LAWS, REGULATIONS AND POLICIES

• Monitors and makes sure NOBU restaurant  follow all applicable laws
• Monitors purchasing practices to ensure maximum quality to lowest possible price
• Monitors and ensures highest levels of guest satisfaction by providing quality guest services and products within corporate standards

HUMAN RESOURCES MANAGEMENT

• Screens, interviews and selects potential Assistants & Supervisors for department
• Assists in the selection process
• Develops and recommends appropriate training to meet guest needs Checks that staff meets and exceeds guest expectations by training and encouraging staff to provide Blow Away service
• Identifies training needs, and makes sure staff receives training, including skills training to provide consistent, reliable service
• Assists food and beverage Department Heads to assess training needs and develop their departmental training plans
• Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Human Resources Manager
• Conducts and guides Department Heads, and works closely with the Human

Resources Manager on the following Human Resources related tasks:

• Performance appraisals
• Coaching
• Counselling
• Discipline and grievance
• Employee relations
• Wage and salary administration
• Compensation and benefits
• Succession plannin

EMPLOYEE RELATIONS

• Fosters and develops effective employee relations within department and throughout the hotel
• Establishes and maintains effective internal communications, including daily meetings with own Assistant manager and Supervisors, to ensure optimum team work and productivity
• Conducts monthly departmental meetings with all food and beverage staff present Looks for ways to motivate and challenge employees

HEALTH AND SAFETY

• Ensures that all potential and real hazards are reported and reduced immediately
• Fully understands the hotel’s fire, emergency, and bomb procedures
• Ensures that emergency procedures are practised and enforced to provide for the security and safety of guests and employees
• Ensures that employees work in a safe manner that does not harm or injure self or others
• Stimulates and encourages a general awareness of health and safety in tasks and activities carried out within the division
• Ensures the safety of the people and property within the premises by applying hotel regulations, adhering to existing laws and regulations
• Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening
• Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department
• To be aware of, and comply with, safe-working practises as laid down under the Health and Safety at Work Act 1974, as applicable to the work place. This will include the awareness of any specific hazards at the work place.

SERVICE

• Liaise with staff in relation to customer satisfaction
• Manage the floor in its entirety during the shift, overseeing reservations, table plans, assigning staff to areas of the restaurant, organisation of functions, meeting and greeting customers, and staff training
• Ensure staff follow the standards and rules set by the company to attain excellent customer service
• Keep a positive attitude at all times and constructively promote Nobu Cape town.
•  Endeavour to continuously motivate staff through constructive feedback, suggestions and on-going training.
• Ensure that all customer dealings are made according to the set procedures.
• To arrange the service and restaurant for the shift including the seating plan, optimising the booking sheet including working with VIP’s and regulars
• Discuss  issues with managers about staff performance so appropriate action can be taken
• Keep company and client information confidential at all times
• Achieve budget targets and control staff wage levels

PERSONNEL

• To oversee all aspects of HR for the group including conducting all disciplinary action, maintaining the payroll system and advising captains and managers on correct procedure
• Documenting all staff issues including employment forms, disciplinary actions etc.
• Organising visas for staff when required
• Maintaining staff levels including advertising and interviewing in conjunction with the Managing Director
• Organise induction packs and ensure staff have been inducted correctly
• Liaising with security about lockers and keys
• Liaising with the hotel in regards to supply of uniforms for staff
• Create and maintain the performance appraisal system
• Inform MD about people due for pay reviews and supply the necessary paper work
• Ensure Health and Safety and Fire Safety regulations are adhered to

MISCELLANEOUS

• Attends meetings and training required by the EAM Food and Beverage Manager and Assists colleagues to perform similar or related jobs when necessary
• Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests and the hotel’s stakeholders
• Maintains own working area, materials and company property clean, tidy and in good shape; reports defective materials and equipment to appropriate individual
• Continuously seeks to endeavour and improve the department’s efficient operation, and knowledge of own job function
• Is well updated on, and possesses solid knowledge of the following:
  • • Hotel fire, bomb and emergency procedures
    • Hotel health and safety policies and procedures
    • Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
    • Hotel standards of operation and departmental procedures
    • Current licensing relating to own department and the hotel
    • Accepted methods of payment by the hotel
    • Short and long term hotel, as well as corporate marketing and promotional programs
    • Corporate clients and clients generating high business volume
    • Union agreements

GENERAL

• To attend the weekly captain and managers meeting
• Create trainings to ensure staff  knowledge in all areas of the restaurant

Additional

• Assess guest complaints/ issues taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests.
• Conduct oneself in such a manner as to reflect Nobu Cape Town’s standards. Act as a leader and role model for all staff to emulate.
• Give feedback to managers and captains relating to guest satisfaction.
• Maintain communication with management and captains relating to on-going and new training concepts

SKILLS, QUALIFICATIONS AND REQUIREMENTS

• A three-year college degree or equivalent education/ experience.
• Four years of employment in a related position in a luxury hotel or resort.
• Requires advanced knowledge of the principles and practices within the Food & Beverage/Hospitality profession.  This includes the knowledge required for management of people, complex problems and food and beverage management.
• Ability to study, analyze and interpret complex activities.
• Must possess highly developed communication skills to negotiate, convince, sell, and influence other managerial personnel, hotel guests, and /or corporate clients
• Highly organized and able to prioritize and meet deadlines in a fast-paced environment.
• Computer literacy a must, with a strong knowledge of Word, Excel, Word, Outlook and PowerPoint

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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.

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Job Summary

• Spa Attendants are responsible for delivering exceptional levels of hygiene and cleanliness in all aspects of the spa operation in line with ESPA and Hotel brand standards, whilst delivering excellent five star client care.
• Responsible for performing spa set up and close down procedures and ensuring all guest amenities are replenished throughout the day. 

Key Areas of Responsibility

Housekeeping Duties/ Operations

• Set up and close down the spa as per the brand standards set down by ESPA and Hotel, using relevant  checklists.
• Carry out a regular walk through of the entire spa to ensure cleanliness, working facilities, adequate stock levels of guest amenities and linens, removal of dirty linen, candles lit and checking flower displays are fresh and presentable.
• Ensure client lockers are turned around quickly with the appropriate amenities and presentation.
• Removal of dirty linen from the spa without disturbing the client experience, delivering it to the relevant housekeeping area.
• Maintain the cleanliness and adequate stocking of the therapist preparation areas.
• Liaise with relevant F&B outlets to receive refreshments for the spa ready for opening and refreshing throughout the day.
• Aid therapists in setting up for treatments and clearing away afterwards.
• Assist all other members of staff at all times including therapists, reception support and gym staff.

Guest Relations

• Express courtesy to guests at all times, offering assistance where required.
• Maintain a good knowledge of treatments and services offered in the spa to assist with guest enquiries.
• Attend to guests in both the relaxation and waiting areas ensuring that they are comfortable as well as offering refreshments.
• Support reception by taking guest’s shoes and guiding them to changing rooms, as well as pointing out the location of heat experiences and relaxation areas and explaining their use.

Health, Safety & Hygiene

• Monitor the maintenance of all equipment and facilities within the spa and fitness area, reporting any issues to Duty Manager/ Hotel Maintenance.
• Responsible for pool plant testing during spa operating hours, ensuring chlorine and PH levels are at a safe level, recording findings to maintain an accurate record.
• Maintain the cleanliness of the entire Spa in particular the changing rooms, toilets, and showers plus relax areas. These should be kept in a neat, tidy and sanitary manner in accordance with ESPA and Health and Safety Standards.
• Receive training to ensure that all relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented within the Spa.

General

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director/Treatment Manager.
• Always be punctual and prepared in advance of starting work
• Perform any other duties deemed reasonable by management showing flexibility to cover areas outside the listed responsibilities.

SKILLS, EXPERIENCE & QUALIFICATIONS

• Able to read and write English
• Basic knowledge and understanding cleaning and cleaning tools

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Job Summary

• The Front Desk Agent is responsible for all systems and procedures connected with Front Desk - Check in, Check Out, Resort Information, Cashiering, Luggage Handling, and other related Front Office duties. You will at all times project an image of courteousness and hospitality whilst dealing with guests and fellow colleagues. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. The Front Desk Agent operates under the general direction of the Front Desk Manager, and within the limits of established hotel policies and procedures.

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
• Attend all pre-shift briefings under the supervision of a departmental leader.
• Actively participate in the workflow sequence and complete allocated tasks accurately

Product

• Act as the 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.
• Ensure strict adherence to company processes when dealing with cashiering functions, while maintaining the highest level of guest satisfaction.
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Able to drive and support revenue generation by following the upselling program that is available.
• Be diligent in keeping the PMS system accurate and relevant at all times.
• Ensure all processes and procedures are followed with guests’ arrival and departure.
• Must be able to update computer systems with relevant information obtained from guests.
• Ensure strict adherence to policy when taking payments for accommodation and incidentals.
• Complete refund process in accordance with hotel protocols.
• Be able to perform room moves and upgrades on the PMS System.
• LQA standards to become part of your daily routine.
• Handling foreign currency exchanges.
• Perform a comprehensive pit check, Credit Limit checks and all other financial processes daily to ensure full compliance.
• Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.
• Answering questions about facilities in the hotel and the surrounding area
• Dealing with complaints or problems and escalating to a Manager on Duty when necessary.
• Be able to communicate telephonically and to provide callers with requested information.
• Relay and route written and verbal messages
• Handle room reservation requests after office hours
• Assist with customer service enquiries
• Ensure the filing of customer bills – docket and correspondence management – Guest Pits
• As required or requested by the leader on duty, assist with or accept other responsibilities in the office
• Is responsible for their own cash floats and cash handling
• Ability to effectively use the following operating systems: OPERA, ALICE, SAGA; ReviewPro – Guest Messaging Hub
• 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
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• 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
• Support the Hosts were required

Skills, Experience & Educational Requirements

• Minimum of 2 Years working experience at 5-star establishment
• Diploma / Degree in Hospitality / Travel & Tourism desirable
• Fluent in English / Multi-lingual a plus.
• Good communication skills
• Must be computer literate
• Proficiency on Microsoft office, Outlook and Opera is required
• Excellent Guest Relations skills
• Can do attitude
• Must be able to multi-task
• Must respect privacy and confidentiality
• Must have an understanding of health and safety protocols
• Knowledge and adherence to hotel’s policy and procedures

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Job Summary

• The objective of the Electrician is to support the Engineering Management Team in ensuring that all maintenance, electrical maintenance and project work is carried out in a timely and efficient manner. Take responsibility for overseeing work taken on by Tradesmen and Trades Assistants, and ensuring that all work is carried out to the highest quality standard

Key Duties and Responsibilities

• The Electrician is responsible for ensuring that all electrically related maintenance and repairs are carried out in all areas of the O&O Cape Town, including the laundry, kitchens, rooms, food and beverage outlets, public areas, industrial and staff areas.
• Oversee all required works performed at specified intervals in line with the Engineering Departments preventative maintenance program
• Perform any necessary requirements in order to achieve compliance with local legislation and council laws, including electrical testing and tagging.
• Assist in any after-hours emergencies that may arise.
• Perform duties and tasks in accordance with both O&O Cape Town, and Engineering Department policies and procedures.
• Perform all other reasonable duties as assigned by Maintenance Management, 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.
• Should be able to 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 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 week end and public holiday duties as per roster.
• To attend morning briefings and wrap up sessions in the afternoon.
• To assist work undergone by either outside contractors or in-house.
• Is expected to make him available at any time to carry out any job outside the scope of his daily work according to the needs of the operations or intervene personally on repair and maintenance work.
• To be able to work in 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.
• 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.
• Assist in maintaining the required level of discipline within the department and rewarding high performance when appropriate.
• Ensure compliance with the minimum standards of legislation particularly where safety is involved.
• Be familiar with and observe all O&O Cape Town policies, as set out in the Employee Handbook.

Skills, Experience & Educational Requirements

• Should be able to complete work in a timely manner.
• Must be a trade tested electrical artisan.
• Fluent in written and spoken English, other languages are a distinctive advantage
• To be able work well under pressure & able to work shifts inclusive of weekends and public holidays
• Leadership
• Preventative maintenance management
• Budget management
• Show leadership skills

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Job Summary

• To assist in overall restaurant operations management in promoting and ensuring total guest’s satisfaction with high standard of service and maximize potential revenue through exceeding guests’ expectations and hospitality. To promote and ensure a strong team environment in ensuring colleague motivation and satisfaction in delivering their duties promptly and courteously. As well as the supervision of duties and responsibilities of colleagues and set SOP for the outlet

Key Duties and Responsibilities

Maintain complete knowledge of:

• All liquor brands, beers and non-alcoholic selections available in the outlet
• The particular characteristics and description of every wine / champagne by glass and most major wine on the wine list, as well as the focal concept eg: cocktails of Vista Bar and the Afternoon Tea offerings inclusive of all teas available
• Designated glassware and garnishes for wines and beverages
• All menu items, preparation method / time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
• Daily reservation updates and V.I.P. list.
• Scheduled in-house group activities, locations and times.
• Correct maintenance and use of equipment.
• All department policies/services procedures.
• To maintain the restaurant profits through increased revenue and minimizing of costs.
• To be responsible of restaurant asset management.
• To be a passionate supervisor and always have a “Can Do Attitude” and practice “open door” policy to all colleagues.
• To initiate guest interaction through seeking and soliciting feedback from guests.
• To accurately forecast business demands on weekly basis to ensure efficient staffing, food and general supplies ordering.
• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.
• Check storage areas for proper supplies, organization and cleanliness.  Instruct designated personnel to rectify and cleanliness. Organization deficiencies.
• Follow and maintain established par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Constantly review on daily specials and top sales items; update briefing board throughout shift.  Ensure that colleagues are aware of such.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the shift to meet the business demands. Coordinate breaks for colleague.
• Ensure that colleague reports to work as scheduled.  Document any late or absent colleagues.
• Assign work and side duties to colleague in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations, which compromise the restaurant standard and delegate these tasks.
• Conduct pre-shift meeting with colleague and review all information pertinent to the day’s business.
• Inspect grooming and attire of colleague; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor colleague performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards, rectify any deficiencies with respective personnel, provide supervision, coaching and counseling when needed.
• Inspect table set-ups; check for cleanliness, neatness and agreement with guest’s order and departmental standards; rectify deficiencies with respective personnel.
• Check the status of all orders and ensure that they are delivered within designated timelines.
• Assist and guide colleague with their job functions to ensure optimum service to guests.
• Assist Assistant Manager to conduct formal colleague training program on food and beverages and service standard.
• Monitor guest reactions and confer frequently with service colleague to ensure guest satisfaction.  Review guest feedback with Assistant Manager to check on guest satisfaction and offer further assistance.
• To ensure all colleague answers telephone with corrects salutations and telephone etiquette.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.  Promote positive guest relations at all times.
• Be familiar with all Resort’s Dining Outlets and its activities, services / features to respond to guest inquiries accurately.
• Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Monitor and maintain cleanliness and working condition of restaurant equipment, supplies and work areas.
• Assist in taking guests’ orders, following specified procedures, as necessary to ensure department standards.
• Organize coordinate, direct colleague in set-up, service and breakdown of hospitalities in accordance with restaurant standards; follow up on special arrangements with respective personnel.
• Organize, coordinate and direct colleague in set-up, delivery and retrieval of amenities in accordance with restaurant standards.
• Ensure all closing duties for colleagues are completed before colleague signs out.
• Provide feedback to colleague on their performance.  Handle disciplinary problems and counsel colleagues according to restaurant standards.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.
• Document pertinent information in restaurant log book.
• Complete all paperwork and closing duties in accordance with restaurant standards.
• Review status of assignments and any follow-up action with co-managers.
• Complete and direct scheduled inventories. 
• Attend designated meetings, menu and wine tasting.
• Expedite on floor or in bar as business demands.
• Complete departmental filing.

Skills, Experience & Educational Requirements

• High school graduate or Diploma in Hospitality Management.
• Minimum 2 years of experience in serving alcoholic beverages.
• Knowledge of the various outlets and cuisine and its service styles eg: Nobu, Isola, , In-Room Dining and Banqueting
• Minimum 2 years’ experience as full service restaurant Supervisor or Captain or similar
• Certification in wine, liquor and food handling courses.
• Fair knowledge of wines, its characteristics and supplies, inclusive of cocktails, spirits, brandies and whisky
• Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
• Ability to provide legible communication.
• Ability to compute good mathematical calculations.
• Previous experience in cashiering