Vacancies at One&Only Resorts

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

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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
• Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereabouts
• 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.
• Actively participate in the workflow sequence and complete allocated tasks accurately

Product

• Act as the 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.
• Ensure strict adherence to company processes when dealing with cashiering functions, while maintaining the highest level of guest satisfaction.
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• 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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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
• 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
• 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
• 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
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional

Language(s)

• Language: English (90%)
• Language:
• 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
• 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)
• Abid multitasker and capable of working under pressure
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Reliable and result driven

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Key Duties and Responsibilities

• Exceed colleagues’ expectations in terms of housekeeping services, responsible for the cleanliness of colleagues’ back of house areas by ensuring that areas are cleaned in accordance with the required standards.
• Responsible for deep cleaning of assigned areas including the colleague washrooms, back of house corridors, basement parking, smoking area and colleague gym.
• Ensure that daily cleaning schedules in back of house public spaces are completed according to the schedule.
• Responsible for cleaning of exterior areas in accordance with assigned section.
• Meticulously adhere to the standard operating procedures pertaining to cleaning, sanitization and set up in colleague washrooms, back of house corridors, basement parking, smoking area and colleague gym.
• Ensure the colleague gym is up to standard during operating hours and that all towels are replenished and soiled towels are taken to the laundry as per the checklist.
• General and deep cleaning of trolleys, public area pantries and caddies as per the standard procedures.
• To maintain, clean and correctly store operational equipment at the end of every shift.
• To look after cleaning equipment issued and ensure that it is returned and neatly stored at the end of each shift.
• Ensure supplies, amenities and linens are replenished as per standard.
• Ensure minibar is replenished daily as per standard.
• Keep back of house pantries neat and in good order.
• Maintain safe work practices according to health & safety regulations.
• Adhere to chemical utilization as per the chemical training SOP.
• Ensure all defects are reported immediately and follow up to ensure they have been completed in a timely manner.
• Ensure that the tasks provided daily are executed to the expectation of O&OCT standard.
• Develop a positive working relationship with all colleagues and departments to facilitate a team-oriented atmosphere.
• Report all lost and found items.
• Adhere to grooming standards as set by the employee handbook for O&OCT.

GENERAL AND OTHER DUTIES 

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.