At home in the world’s most inspiring locations, hand-picked for exceptional beauty and unique cultural charm, One&Only Resorts and Private Homes are havens of outstanding style and service that place you in the heart of every fascinating environment. With incredible tailored experiences across beach, nature, and urban locations, and spectacular spaces to ...
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Job Summary
- The purpose of the job is to assist in the day to day running of the department by coordinating the daily arrival report and correspondence according to procedures to ensure all arrangements are reconfirmed and communicated to all relevant departments.
Key Duties and Responsibilities
- Inspire guests with an attitude of personal attention to their requests
- A commitment to a sense of urgency, immediacy and total responsiveness
- Anticipate guest needs and address them in a refreshing manner
- Demonstrate commitment to uncompromising standards of excellence
- Have superior knowledge of Cape Town and surrounds
- Approach each guest in a confident and welcoming manner
- Work as a team with all other Departments in their endeavor to delight the guest
- Demonstrate a willingness to “go the extra mile” to exceed guest expectations
- Show respect for guests security and privacy at all times
- Dissatisfied guests are acknowledged immediately and attended to without delay. The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory actions are taken
- To understand the basic business imperative and operational standards with regard to the establishment
- To adhere to agreed systems and procedures
- Represent the establishment in a positive manner at all times
- To complete all given tasks in a timely manner and to adhere to operational hours as needed
- Process Incoming and outgoing telephone calls, communicate verbally, written communication, provide customer information, receive and process reservations
- The telephone is answered within 3 rings according to the prescribed criteria and TSA call flow criteria
- All reservations are processed accurately and efficiently
- Different types of guests requirements are accommodated e.g. VIP’s, disabled, elderly
- Communicating of any guest-related information to all relevant departments
- Guest expectations are exceeded in all areas
- All relevant details are recorded accurately e.g. payment details
- Appropriate recommendations, options and alternatives are communicated to the guest
- Confidentiality of information is maintained at all times
- Special Requests are communicated to relevant Departments
- Every call to be used as an opportunity to upsell
- Facilities, activities and special events are promoted
- To remain fully informed at all times regarding the facilities that the hotel has to offer and Cape Town as a destination
- To ensure you remain aware at all times of what packages are on offer and which tiers to sell at and communicate specials and promotions to guests
- Sales & Marketing activities are supported
- Ensure accuracy of all market segments with rate codes when making reservations when making reservations.
- Processing of all reservations by mail, telephone, E-mail, GDS, third party websites and fax - one-hour turnaround time
- Processing of all reservations from agents, tour operators, general public and sales
- Passing on accurate guest information to relevant departments
- Processing of all cancellations, revisions and information updates or changes
- On a daily basis to accurately input individual reservations in the PMS
- To respond to all reservations/inquiries within one-hour turnaround time
- Thorough knowledge of Frequent Flyer Products, services and administration e.g. Emirates program
- To accurately inform all individual and guest reservations of the hotel cancellation policy
- To utilize “preferences”, “traces “and comments to ensure that the relevant departments are kept updated with regards to any preferences made by guests e.g. transport, wine, cots, allergenic pillows etc.
- To ensure that all relevant administration is kept updated at all times
- To follow up on all no shows and to change accordingly.
- To follow up on late cancellations and charge accordingly
- To follow up on early departures and charge accordingly
- Query account transfers receive required authorization
- Check next day’s arrivals according to standard operating procedures and look for any missing correspondence, reconfirm all arrangements and hand over to the Front desk
- Check and chase 2pm tentative reservations
Skills, Experience & Educational Requirements
- Computer literate including relevant software and experience in using a PMS system
- At least 1 year experience in a similar position
- Focus on detail which is a major requirement of the job
- To be able to work efficiently and quickly in a fast paced environment
- Be able to prioritize as this position has multiple projects going simultaneously
- Very socially-focused, requires “how can I help you?” attitude
- To be able to build and maintain relationships
- Adherence to procedures and guidelines is important
- Effective Communicator, open-flowing communication is important
- Must be friendly and genuinely interested in the business, agenda and needs of others including the company, its management and customers
- Persuasive selling style to communicate the company’s services & facilities, policies and terms and conditions
- To be able to work with and for others in a helping role
- To be able to lead by example, to be able to assist when required
- Task driven to ensure proper results
- Work accurately with figures and perform advanced calculations
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Job Summary
The 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 (FO, Hosts, restaurants, housekeeping, maintenance, SPA, activities etc.). 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.
Finally, Guest Experience Agents have a high sense of customer service and communication, fluent in English (written and spoken), and know how to work under pressure. The use of computer, including Microsoft Office products and systems, Sevenrooms, Open Table and ALICE, as well as the ability to write with high speed and in a professional manner is highly required.
Key Duties and Responsibilities
- Carries out any assigned task with honesty, transparency, and integrity
- 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
- Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
- 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
- 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 ALICE
- 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.
- 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
- 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
- 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
- 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
- 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 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
- Attending calls within 3 rings with proper greetings
- Observing proper and professional email and telephone etiquette
Skills, Experience, & Educational Requirements
- Education: High School completed – University Degree optional
- Minimum Experience: 2 years in same or similar position
Language(s)
- Language:
- Language: English 90%
- Computer savvy is highly required
- Basic understanding of OPERA PMS System, ALICE
- Other Skills: Organized, multitasking, work well under pressure, mental agility, good interpersonal relationship, analytic, great tone of voice, positive attitude, and customer oriented
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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
- 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 main function of a Mini Bar Attendant is to insure that all mini bar requests are obtained from Detail Arrivals Report, to insure that all mini bars are stocked as per standards of the property and to ensure sales are charged to the guests account immediately.
Key Duties and Responsibilities
- Collect listings of the arrivals, departures, VIPS as well as initial requests for the mini bar from Reception before stating replenishment of the rooms.
- To ensure the highest standards of the O&O Cape Town are always projected by ensuring the Mini bar is clean and stocked to standard SOP/ product list.
- Stock the mini bar to par level every day and ensure all used products are charged immediately to the GUESTS account.
- Ensuring all actual stock and current stock is recorded on a stock sheet, as well as the replenished stock.
- Report to the IRD Supervisor or Manager at start of shift.
- Collect keys for trolleys at Reception.
- The attendant who collects the keys is entitled to open the trolleys with their mini bar colleague and count all stock in all the trolleys and record it as opening stock.
- The trolleys are to be stocked to the appropriate par level.
- All stock in the mini bars in the rooms is to be recorded in writing and all sales made in mini bars are to be charged immediately.
General
- Learn the hotel’s fire and safety procedures and how to operate the restaurants firefighting equipment.
- Learn the facilities of the hotel and the daily events and functions, in order to satisfy guest inquiries and briefings.
- Perform other duties as assigned on the weekly schedule.
- Attend training sessions and briefings.
- To be responsible for ensuring the maintenance of all equipment within the hotel and report any untoward activities to the IRD Manager.
- This job description is not an exclusive or exhaustive list of all job functions an employee in this position may be asked to perform from time to time.
Skills, Experience & Educational Requirements
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- To be positive, energetic, self-motivated and presentable.
- Must be accurate in numeracy skills such as addition and subtraction
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Job Summary
- Assist the Banqueting Manager to maintain resort standards, leads, supervises and motivates his/her staff in all aspects of service to the highest professional standards with care and attention to detail and in accordance to the standard operating procedures established by the Food & Beverage Manager.
- Assist the Manager to manage and organize all aspects of sanitation, maintenance, decoration, work, vacation schedules and adequate stock levels.
- Communicate with guests and share feedback with Banqueting Manager, Chefs and Management to ensure high levels of food and service quality and guest satisfaction are maintained at all times.
Key Duties and Responsibilities
- Ensure that the work areas are thoroughly clean at all times.
- Present oneself in a way that enhances the guest’s overall experience by adding life and energy to the outlet.
- Ensure that all mise- en place is correctly prepared prior to commencing service.
- Prepare all food and beverage requests within the time parameters, set by the resort and always displays attributes of genuine hospitality.
- Demonstrate excellent product knowledge of all food and beverage items offered at the resort, and other items provided by the outlet.
- Ensure to exceed revenue budgets set by the resort, through up-selling within his/her own outlet, as well as cross-selling other outlets.
- Ensure that the design and layout of the Banqueting areas and equipment is flawless and reflects the image of the resort.
- Ensure that requisitions are placed, according to the outlet’s requirements.
- Ensure that equipment is cleaned, when necessary or according to schedule.
- At all times, act in a responsible manner, in regard to the sale of alcoholic beverages.
- Attend all training conducted by the F & B Department and Training Department.
- Delegate responsibilities to service personnel, and ensures tasks are completed.
- Handle any guests’ complaint in a professional manner and aims to rectify the issue immediately, following resort’s Policy & Procedure.(service recovery)
- Perform any additional or special duties, as directed by a superior.
- Maintain a highest level of personal hygiene and grooming at all times, as per resort standard.
- Present oneself in a professional manner.
- Practice proper telephone etiquette with colleagues and guests.
- Ensure that all tasks assigned by superiors are completed in a timely fashion.
- Ensure that channels of communication are respected, and information is disseminated to the correct receivers.
- Ensure excellent communication and working relationships with colleagues are maintained, and contribute to the team spirit and moral of the resort.
- Ensure that a safe, hygienically fit working environment is maintained at all times and reports any concerns or faults immediately.
- Remain updated on all resort happenings, including guests in- house, arrivals and departures, as well as daily events.
- Demonstrate knowledge and interest in the goals, and objectives of the One&Only brand.
Skills, Experience & Educational Requirements
- Minimum 1 year experience in a 4/5* environment.
- Diploma or Qualification in Hospitality Management would be advantagious
- Good communication, interpersonal and customer service skills.
- The ability to motivate and train others and daily management of a team.
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Job Summary
As a member of the Reservations Team ensure we match the guest’s needs by promoting and selling the benefits and features of the hotel, whilst assisting guests with their reservations and requests. To receive and process reservations in a professional and efficient manner and to provide accurate commentary to all other departments.
Key Duties and Responsibilities
- Will Perform relevant duties of the Late shift Reservations Agent
- Inspire guests with an attitude of personal attention to their requests
- A commitment to a sense of urgency, immediacy and total responsiveness
- Anticipate guest needs and address them in a refreshing manner
- Demonstrate commitment to uncompromising standards of excellence
- Have superior knowledge of Cape Town and surrounds
- Approach each guest in a confident and welcoming manner
- Work as a team with all other Departments in their endeavor to delight the guest
- Demonstrate a willingness to “go the extra mile” to exceed guest expectations
- Show respect for guests security and privacy at all times
- Dissatisfied guests are acknowledged immediately and attended to without delay. The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory actions are taken
- To understand the basic business imperative and operational standards with regard to the establishment
- To adhere to agreed systems and procedures
- Represent the establishment in a positive manner at all times
- To complete all given tasks in a timely manner and to adhere to operational hours as needed
- Process Incoming and outgoing telephone calls, communicate verbally, written communication, provide customer information, receive and process reservations
- The telephone is answered within 3 rings according to the prescribed criteria and TSA call flow criteria
- All reservations are processed accurately and efficiently
- Different types of guests requirements are accommodated e.g. VIP’s, disabled, elderly
- Communicating of any guest-related information to all relevant departments
- Guest expectations are exceeded in all areas
- All relevant details are recorded accurately e.g. payment details
- Appropriate recommendations, options and alternatives are communicated to the guest
- Confidentiality of information is maintained at all times
- Special Requests are communicated to relevant Departments
- Every call to be used as an opportunity to upsell
- Facilities, activities and special events are promoted
- To remain fully informed at all times regarding the facilities that the hotel has to offer and Cape Town as a destination
- To ensure you remain aware at all times of what packages are on offer and which tiers to sell at and communicate specials and promotions to guests
- Sales & Marketing activities are supported
- Ensure accuracy of all market segments with rate codes when making reservations when making reservations.
- Processing of all reservations by mail, telephone, E-mail, GDS, third party websites and fax - one-hour turnaround time
- Processing of all reservations from agents, tour operators, general public and sales
- Passing on accurate guest information to relevant departments
- Processing of all cancellations, revisions and information updates or changes
- On a daily basis to accurately input individual reservations in the PMS
- To respond to all reservations/inquiries within one-hour turnaround time
- Thorough knowledge of Frequent Flyer Products, services and administration e.g. Emirates program
- To accurately inform all individual and guest reservations of the hotel cancellation policy
- To utilize “preferences”, “traces “and comments to ensure that the relevant departments are kept updated with regards to any preferences made by guests e.g. transport, wine, cots, allergenic pillows etc.
- To ensure that all relevant administration is kept updated at all times
- To follow up on all no shows and to change accordingly.
- To follow up on late cancellations and charge accordingly
- To follow up on early departures and charge accordingly
- Query account transfers receive required authorization
- All colleagues are dealt with in a polite and helpful manner at all times
- Contribute to team work 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
- 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
- Adhere for Forbes and LQA standards
- Instructions from management are treated constructively and acted upon
- All health, safety & security procedures implemented to ensure safety of guests and colleagues
- Grooming and uniform wear conform to standards and requirements
- Proactively participates in own development
- The Hotel operates a quality assurance “mystery Guest” audit program every month. The passing mark is 90% for the Reservations Department. When the department has scored under 90%, to assist the Reservations Manager in providing a written report detailing both explanations and remedial actions being implemented to improve performance.
- To abide by the Mystery call standards and Hotel specific criteria: in order to secure a minimum General Score of 90% for the Department.
Skills, Experience & Educational Requirements
- Computer literate including relevant software and experience in using a PMS system
- At least 2 year experience in a similar position
- Focus on detail which is a major requirement of the job
- To be able to work efficiently and quickly in a fast paced environment
- Be able to prioritize as this position has multiple projects going simultaneously
- Very socially-focused, requires “how can I help you?” attitude
- To be able to build and maintain relationships
- Adherence to procedures and guidelines is important
- Effective Communicator, open-flowing communication is important
- Must be friendly and genuinely interested in the business, agenda and needs of others including the company, its management and customers
- Persuasive selling style to communicate the company’s services & facilities, policies and terms and conditions
- To be able to work with and for others in a helping role
- To be able to lead by example, to be able to assist when required
- Task driven to ensure proper results
- Work accurately with figures and perform advanced calculations
Method of Application
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