New Jobs at Kerzner International

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
• Contribute to creating a positive work environment
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
• Attends monthly departmental meetings and departmental trainings
• Reflects the effective interdepartmental communication across the resort; acts with integrity and leads by example
• Constantly looking for more ideas and ensure creativity to the guest experiences (amenities, special celebration, and guest’s important moments)
• 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

Operations

• Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
• 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
• Perform an exhaustive search of each upcoming guest
• Keep record of guests’ profiles, including any guest information, preferences, and allergies in SAGA daily
• 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 merge daily through OPERA and SAGA
• Elaborates VIP Guests Report and distribute it via e-mail to Leaders daily
• Capture all amenities in ALICE or SAGA
• Answer every email within our 24 hours standard time, prioritizing urgent emails and/or calls
• Support and engage with guests during all special events and Holiday Programs
• Maintains privacy of our guests and staff members
• Complete administration tasks on time
• Comply with the functions related or non-related to the position based on the operations needs and instructions from management
• 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
• Show flexibility within your position and be able to fulfill any other tasks you are asked to perform
• Know how to use ALICE systems, GMH, OPERA, Open Table/Sevenrooms, 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
• Provide support to Host and Front Office Team when needed
• Support the arrival/departure experience as needed
• Support the Reception when necessary
• 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
• 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
• Strictly adhere to the Lost & Found Policies and Procedures established by the Resort
• Use the radios 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
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Manager(s)

Quality

• Ensure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices
• Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• 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
• Report any guest’s issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response
• Coordinate amenities for guests who are celebrating a special occasion
• Monitor social media to obtain guests preferences and organize special details for them (photo frame, etc.).
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Monitor Customer Satisfaction through our platform ReviewPro
• Improve guest satisfaction
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Language: English (90%)
• Education Level: Bachelor in Hotel Management or Technical or General Administration
• Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
• Excellent verbal and written communication
• Detailed and Service oriented
• Intermediate/Advanced computer skills
• Knowledge of Opera PMS
• ALICE platform knowledge is desired, but not required
• General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
• Knowledge management databases
• Abid multitasker and capable of working under pressure
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Team player oriented
• Reliable and result driven
• Ability to spend long hours standing up

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 Key Areas of Responsibility

• Set up and close down the spa as per the brand standards set down by ESPA and Hotel, using relevant  
• 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.
• 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.
• 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.
• 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

General

• Practice proper telephone etiquette with colleagues and resort’s guests.
• Carry out any other reasonable duties and responsibilities as assigned by Management.
• Maintain a high standard of appearance, grooming and levels of personal hygiene, as per One&Only standard, at all times.
• Apply and adhere to rules and regulations as per employee handbook, departmental and resort policies and procedures, including those for emergency situations.
• Develop and maintain an understanding of the overall organisation’s mission, vision and values.
• At all times to project a favourable image of One&Only Cape Town and One&Only Resorts to the public.
• Ensure all activities are carried out honestly, ethically and within the parameters of the South African Law.
• Monitor office stationery usage and ordering.
• Ensure energy and cost-saving measures are implemented and evaluated on a continuous basis.
• Report incidents of breakages, equipment repair and maintenance to Department Head.
• To ensure that company and statutory hygiene standards are maintained in all work areas by being fully aware of all health and safety, fire and emergency procedures, report any potential hazardous situations within the work place
• Keeps a clean and tidy office environment ensuring all equipment is in working order.
• Does not operate any equipment unless is familiar with its operation.
• Maintain a satisfactory conduct of Health and Safety and administer IOD records and correspondence to the commissioner. 
• Lead by example, inspire and motivate those around you with enthusiasm, guide others to make their decisions based on the organizations values and overall direction, keeping the Company’s goals in mind. 
• To effectively communicate and maintain favourable working relationships with colleagues at all levels and to handle any colleague/ guest complaints in a professional manner, as per resort’s Policy & Procedure (service recovery).
• Participate in required training related to the job.
• Ensure employees and visitors receive a warm welcome to Human Resources.
• Attend and participate in team events.

Human Resources

• Responsible for the overall filing system in Human Resources, ensuring employee files are accurate and up-to-date, that filing takes place on a regular basis and monitors that Human Resources colleagues adhere to departmental and Resort filing standards.
• Assist Human Resources Officer to collate BBBEE reports specific to annual submissions as it pertains to key areas of responsibility.
• Screen employee queries and direct employees to the respective Human Resources team member. 
• Manage the office in terms of trace filing and follow up, diary management for Human Resources Manager, stationery provisions, daily reports, employee mail and incoming faxes.
• Provide administrative support to Human Resources Manager and the department, for Human Resources related correspondence, including memorandums, forms, letters and reports.
• Responsible for issuing of employee letters, such as bank and reference letters.
• Responsible for new-starter administration and follow up on outstanding new-starter documentation.
• Advise HOD about monthly probation review administration and follow up.
• Assist HR Manager in co-ordination of monthly contract renewal communication and respective follow up.
• Take minutes of departmental meetings and other meetings as and when requested.
• Ensure continuous internal communication flow by issuing of team notices, memos, updating notice boards and distributing a regular employee newsletter.
• Assist with organization of team events and actively participate in such events.
• Assist with new-starter orientation as and when required.
• Assist with any Human Resources related duties as and when required by Management.
• Attend Human Resources monthly meetings, daily briefings and all other related meetings.
• Keep adequate records of requisitions and purchasing orders for the division ensuring appropriate and accurate filing systems are in place..
• Keep up to date with IR (Industrial Relations) and assist colleagues with queries in this regard.
• Assist Human Resources officer with the transport arrangement for employees at O&OCT.

Skills, Experience & Educational Requirements

• Minimum Diploma or Bachelor’s Degree level education in a related field.
• At least 2 years’ experience in acknowledge / acclaimed / recognized resort and hotels and/or in related industry like tourism, food services and/or relevant experience in the position applying for.
• Should have excellent communication skills and must be fluent in English (additional foreign language would be an advantage).
• Strong interpersonal and communication skills with all levels, and ability to convey information clearly and effectively.
• Demonstrate leadership qualities.
• Project a positive attitude.
• Guest oriented, with focus on proving customer and personal service.
• Excellent Time Management, submitting relevant reports on time.
• Should be able to work independently (with minimum supervision) and must work well in a team.
• Should be flexible and able to work in a multi-tasking role.
• Computer literate and knowledge of HR Personnel and Payroll Systems
•  understanding of the Basic Conditions of Employment Act, Employment Equity and Labour Relations procedures, recruitment, training and personal information systems.