Jobs Available at Kerzner International

Main Duties and Responsibilities:

• To ensure that the quality levels of kitchen production and presentation is maintained at its highest level at all times.
• To ensure that the kitchen and working areas are thoroughly clean at all times.
• To presents oneself in a way that enhances the overall guest experience, by adding life and energy into each outlet.
• To ensures that all mise-en place is correctly prepared prior to commencing of service.
• To demonstrate excellent product knowledge of all food and special functions held at the resort.
• To establish and maintain smooth personal and work relationships in the kitchen
• To ensure labeling of dates are labeled on products according to requirements.
• To ensure that equipment is cleaned, when necessary or according to their schedules.
• To maintain and create a working environment that reflects a sense of place.
• To attend all training carried out by the Training Department.
• To handle any guest’s complaint in a professional manner, as per resort’s Policy & Procedure (service recovery).
• To perform any additional or special duties, as directed by a superior.
• To maintain the highest level of personal hygiene and grooming at all times, as per standard.
• To practice proper telephone etiquette with colleagues and resort’s guests.
• To ensure that all tasks assigned by superiors are completed, in a timely fashion.
• To ensure that all channels of communication are respected and information is disseminated to the correct receivers.
• To ensure excellent communication and working relationships with colleagues are maintained and contribute to the team spirit.
• To ensure that a safe, hygienically fit working environment is maintained at all times and reports any concerns or faults immediately to the immediate supervisor.
• To exhibit an outstanding knowledge of the  One & Only Resort
• To know and applies the resort’s Policies & Procedures, including those for the emergency situations.
• To attend monthly communication meeting.
• To attend daily briefing prior to service.
• To ensure all fixed assets and equipment are well maintained.
• To demonstrate knowledge and interest in goals, and objectives of the One & Only brand.
• To ensure all activities are carried out honestly, ethically and within the parameters of the S.A law.

Skills Competency Requirements:

• Culinary school diploma and/or 3 years work experience
• 5 star work experience
• Knowledge of Food Safety systems (HACCP)
• Basic English knowledge 

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Key Duties and Responsibilities

• To co-ordinate guests consultation records with the Therapists.
• Ensure that all relevant spa staff receives a print out of their daily schedule.
• To adhere to an agreed reporting system on a timely basis.
• To be responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work.
• Complete daily opening procedures and check lists per relevant area daily.
• Schedule reservations of Spa services for guests and monitor availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists.
• Assist with administration duties such as, purchasing, receiving and inventory reporting.
• To aim to give the clientele the best possible service, and make the client feel important.
• To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• To ensure that all administrative procedures run professionally.
• To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards are implemented and monitored within the spa.
• To have full retail knowledge of products and prices charged.
• Must attend all training courses as deemed necessary by the Head Receptionist/ Spa Manager.
• To participate in training and personal development programs within the Spa Department.
• To perform any other duties deemed reasonable by Management.
• To be responsible for preparing the reception for the next shift. Ensuring all messages has been passed on before leaving and that adequate supplies of all public information material are available.

Sales & Revenue Management

• Drive revenue of treatments and spa programmes through ensuring effective scheduling and yield management.
• Maximise sales by driving up selling and cross sales by the Reservations Team.
• Strive to exceed personal and team sales targets and objectives as set by the Spa Director/Manager.
• Assist the Treatment Manager where required, to produce monthly statistical reports and KPIs, reviewing with the Spa Director/Manager and ESPA to identify business and revenue opportunities.
• Play an active role in creating new initiatives in retail/booking incentives and cross selling promotions.
• Assist the Treatment Manager where required in calculating team incentives/commissions on a monthly basis, submitting to the Spa Director/Manager for approval.
• Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team.
• Ensure turn away business and repeat guests are accurately tracked by the Spa Sales & Reservations team through the Spa Software.
• Drive up selling of spa promotions whilst ensuring uptake is recorded.
• Liaise with other hotel departments to maximise revenue opportunities.
• Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day’s work.
• Responsible for maintaining an effective retail stock control system including monthly inventory and placing orders to par level.  Monitor theft activity as part of this process.
• Adjust par levels and retail sales focus according to business needs and consumer demand.

Guest Relations

• Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members.
• Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service.
• Conduct spa tours for VIPs, journalists and prospective members.  Act as an Ambassador for the spa at all times.
• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised.  Record any grievances and follow up accordingly, communicating with the Spa Director/Manager at all times.
• Ensure Spa Sales & Reservationists regularly record guest preferences, accurately updating guest profiles.

Duty Management

• Act as Duty Manager when assigned this role as part of the rota created by the Spa Director/Manager.

When on duty:

• Ensure the facility is adequately manned at all times.  Oversee the smooth running of all business centres in the spa.
• Inform the relevant department head of any complaints or issues regarding the Spa’s facility, taking action or recommending amendments if necessary.
• Responsible for Opening/Closing Procedures when on duty.
• Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
• Attend hotel morning meetings, taking up to date revenue figures from the spa, communicating the day’s business, guests and any relevant activities to other department heads.
• Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets. 

Personnel Management

• Responsible for creating and maintaining staff rosters for Spa Sales & Reservations according to business demands, ensuring adequate cover at all times.
• Maintain staff moral and council/motivate where necessary. Record, report and always attempt to resolve grievances as quickly as possible.
• Responsible for the recruitment, induction, training, development, performance appraisals and discipline of all Spa Receptionists, under the supervision of and in communication with the Spa Director/Manager.
• Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover is maintained.
• Hold monthly meetings with Spa Sales & Reservations Team to communicate, motivate and be aware of staff needs.
• Conduct effective inductions and on-going training for all Spa Sales & Reservationists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member.

Operations/ General

• Support the spa reservation operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities.
• Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner.
• Ensure that the spa and reception area is well merchandised, clean and free of clutter.
•  Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner.
• Work a flexible rota, including evening, early and weekend shifts.

Health and Safety

• Regularly update training for Spa Sales & Reservationists on Health and Safety Policy and ensure it is adhered to.
• Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. 

Minimum Requirements

• Matric or equivalent
• 1-2 years’ experience within a spa or similar role in a 4/5-star property
• Computer literate – Microsoft word, excel and outlook(email)
• Strong interpersonal and organisational skills
• Flexibility to work shifts
• Strong communication skills; written and verbal with telephone etiquette
• Ability to work well under pressure and multitask

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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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Key Duties and Responsibilities

• Be familiar with workplace policies, rules and procedures.
• At all times, adhere to:
• Associate Handbook
• Group and unit policies
• Departmental operating procedures/work flows
• Ad hoc communication (notices, instructions by management, meetings, etc.)
• Legal and contractual obligations (health and safety, good faith, conditions of employment, etc.)

 Time Management

• Manage hours worked according to the “averaging of working hours” – principle.
• Prioritise & plan daily mise – en place prep

 Health & Safety

• Maintain safe and healthy work environment.
• Follow safety instructions on all equipment on how to use and clean

 Security

• Prevent unauthorised personnel entering storage areas by keeping all cupboards locked when kitchen unattended and by not allowing unauthorised staff to walk around the pastry kitchen.
• Ensure that department is unlocked by authorised personnel and locked when no one is in department
• Prevent theft by monitoring staff and stock levels.
• All storage areas to be locked after service

Maintenance of equipment

• Ensure that all equipment is in good working order
• Report any faulty equipment to Manager immediately
• All equipment to be used according to the manual provided, or as shown.
• Follow instructions provided with equipment
• Liaise with Management before using any new equipment for the first time

 Stock Control

• Stock loss/ damage to be minimised and monitored
• Breakages to be recorded at Stewarding.
• Stock takes to be accurate by weighing off correctly and in correct unit of measurement
• Stocktakes to be done at the end of month; anytime the hotel requires it.
• Fridges to be kept clean at all times with items clearly labelled, prepped for stock takes.
• All order/issue requests to be allocated to correct store
• Operational Equipment to be stacked neatly   
• Avoid over ordering and excess stock by referring to function sheets etc. before placing an order.
• Cross utilisation of items, check stock on hand before ordering

 Food Cost

• Keep to standard portions & ingredients as stated on recipe cards supplied.
• Wastage to be minimised
• mise – en place to be prepped strictly according to occupancy, recipe cards have portion control on them.

 Food Standards

• Ensure that high standard of food is consistently maintained and improved upon.
• Preparation, presentation and service according to set operational requirements and procedures. 

Food Hygiene

• Maintain hygiene procedures & controls.
• On-going.  95% quarterly Hygiene Audit scores.
• Clean as you go, sanitise work surfaces with D10 spray provided.
• All food to be wrapped, marked, dated and stored on designated shelves at correct temperature, as displayed on food temperature sheets in the kitchens.

Start of shift

• Ensure that set up of your section is complete before service starts.
• Mise – en place is prepared according to the hotel occupancy and restaurant forecast sheets.
• Backup is prepared
• Stock is sufficient according to service and forecasts sheets provided
• Read daily function sheet
• Prepare daily task list by end of shift.

 End of shift

• Ensure department is clean & tidy
• Ready for stewarding to deep clean
• Complete hand over for following shift
• Relay any problems during day/ requirements for following day.

SKILLS, REQUIREMENTS AND QUALIFICATIONS:

• MATRIC
• CULINARY QUALIFICATION
• 3 years in a similar position, including an apprenticeship plus 1 years as a commis
• National Professional Cookery Qualification
• Ability to communicate effectively in English bother verbally and written is essential
• Show Initiative
• High energy levels coupled with a helpful and friendly attitude
• An ability to deal with stress
• Personal hygiene is also important
• Knowledge of Kitchen Management
• Knowledge of Food cost control
• Health and Hygiene knowledge`