Latest Jobs at One&Only Resorts

Job Summary

• To welcome guests and answer all enquiries whilst observing set standards. Have a complete knowledge of the treatments and services offered, and any promotions that may be on offer at the time. To ensure that all operational procedures, codes of conduct and standards of appearance as laid down by the Spa Manager/Head Receptionist, are implemented and adhered to by all reception staff. To organize scheduling and maximize use of time within the diary. The Head Spa Sales & Reservations is responsible for driving the revenue of all business centers in the spa through effective scheduling, yield management and sales.  As an Ambassador for the spa this role ensures outstanding five star guest relations, driving and delivering ESPA and Hotel brand standards.  Provides support to the Spa Director as a Duty Manager and oversees the personnel management of the Spa Reception Team.

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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Job Summary

• Oversee all operations at the Vista department, which is the main cocktail and spirit bar and lounge in the hotel - including colleague schedules, event planning, colleague functions and responsibilities. Ensure that customers are delighted within the boundaries of effective cost control and our company core values.

Key Duties and Responsibilities

• To ensure that all guests are welcomed at the entrance and seated quickly in a courteous, polite and helpful manner and address all guests in the correct manner with the correct title, tend to guests’ requirements promptly – all colleagues in the team are to meet these requirements, and are to ensure the training thereof.
• To proactively promote and exceed agreed GSQ (Guest Survey Questionnaire) or similar score, COS for Food and Beverage as well as other operational expenses.
• To be fully converse with the departmental operation and to efficiently manage the operation of all shifts
• To efficiently administer and action the daily mail, guest report lists, staff roster, and other paperwork that is required to assist the head of department such as training and OE reports.
• Read emails
• Reading guest reports
• OE – daily
• Cutlery
• Guided monthly count
• Training Reports – inclusive, reports, registers, and follow-up training schedule
• To maintain a close and professional working relationship with the kitchen at all times.
• Ensure a safe working environment is maintained in the department.
• A briefing (line up) is held twice a day and important events are communicated to all employees – with the use of a briefing sheet.
• Assist the Vista Manager with all colleague related issues and handle them in a professional manner.
• Assist with all departmental induction training and on the job training of new colleagues and also newly promoted colleagues.
• Assist in conducting appraisals.
• The duties of an assistant bar and lounge manager includes making drinks, possessing a great knowledge of drink recipes, checking for proper identification, maintaining the appearance and cleanliness issues, handling customer complaints and disturbances, ordering supplies and alcohol and overseeing the working of the bar area - this is inclusive of the entire Vista area
• Have ability to perform demonstrations to ensure other bartenders are capable of preparing the drinks on the menu, is usually required to create drink specials to help attract customer and unload any overstocked products that need to be used.
• Ordering and stocking inventory, maintain high standards of cleanliness and safety. At the end of each night, the bar manager is expected to follow the restocking of all bar products or order accordingly – and or the management thereof.
• Responsible to do all requisitions and assist with the ,
• Variance control
• Transfer sheet control
• Assist to minimize all expenses – Outsourced Labour; PAR levels for all beverage and dry goods.
• Responsible for keeping food and beverage costs below the set target.
• Ensure the service staff use the proper measures and keep a good balance of spirits for cocktails, as well as food service and the accurate serving thereof.
• Ensure the bartender keeps cocktail consistency at all times – inclusive of all food and beverage service to all guests.
• Innovate and create cocktail recipes, bring new ideas to the department.

Ability in:

• Assist with maintaining the budget line.
• Ensure compliance with hygiene and health and safety legislation/guidelines
• Promote and market the business
• reminder that Vista is a focal point
• Oversee stock levels
• Order supplies
• Assist in producing colleague rosters
• Handle customer enquiries and complaints
• Take reservations
• Execute events in bar and lounge
• Greet customers
• Plan
• Problem solving
• Handle administration and paperwork
• Liaise with customers, employees, suppliers, sales representatives etc – with F&B management
• Make improvements to the running of the business.

Skills, Experience & Educational Requirements

• 5 years’ experience in a similar role
• At least 1 year international experience would be beneficial
• Food and Beverage or related qualification would be preferred
• HACCP training and experience
• Good communication and interpersonal skills
• Excellent customer service skills
• Team-leading skills
• The ability to work independently
• The ability to use own initiative
• Good numeracy skills
• The ability to motivate others but also impose disciplinary measures if necessary
• Good problem-solving skills
• Good organizational skills