Jobs at One&Only Resorts

Job Summary

• The Temporary Guest Experience Agents manages efficiently any internal and external calls and emails, as well as acts as a point of liaison between the guests and any other departments of the resort .
• They take and enter all guests’ requests and proficiently communicates to the proper departments by radio, ALICE, phone, or email, and monitors the request until proper completion.
• The Guest Experience Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard.  

Key Duties and Responsibilities:

Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Attend all pre-shift briefings under the supervision of a departmental leader
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
   

Product

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

Operations

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

Quality

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

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Minimum Experience: 2 years in same or similar position
• Computer savvy is highly required 
• Basic understanding of OPERA PMS System, ALICE

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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%)
• 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

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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 planning

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