Vacant Jobs at One&Only Resorts

Job Summary

• He/she will be assigned to the tasks in accordance to the standard operating procedures as implemented by the Executive Chef. He/she must ensure that proper hygiene and sanitation in the outlet kitchen under his jurisdiction.
• He/she must maintain an adequate stock of food supply, inter department coordination and be involve in training. He/she carries the full responsibility of the operating equipment including its inventory levels.
• He/she will ensure of maintaining the outlet food cost at all times. He/she also must ensure and enforce the service standard by directing, supervising and motivating the staffs to perform to the highest level of service.
• He/she will communicate with the guests and share feedbacks with the chef in charge and the management. The feedback then will ensure high levels of food and service quality and guest satisfactions are maintained at all times.

Key Duties and Responsibilities

• Ensure the quality levels of kitchen production and presentation is maintained at its highest level at all times.
• Ensure the kitchen and working areas are thoroughly clean at all times.
• Ensure all mise- en place is correctly prepared prior to commencing of service.
• Demonstrate excellent product knowledge of all food and special functions held at the resort.
• Participate in the service of any special functions or events organized by the resort.
• Coordinate functions and activities with the F&B department.
• Establish and maintain smooth work relationships in the kitchen.
• Ensure the outlet food cost is maintained at all times.
• Conduct regular checks on all food products for any expired item.
• Ensure all food products are labeled according to requirement.
• Ensure that equipment is cleaned, when necessary or according to their schedules.
• Supervise the undertaking of physical asset inventories on scheduled month.
• Maintain and create a working environment that reflects a sense of place.
• Train and motivate all subordinates to ensure resorts standards are maintained.
• Assist supervisors in generating work schedules for kitchen personnel, according to forecasted demand requirements.
• Delegate responsibilities to staff and ensure tasks are completed on a timely manner.
• Handle any guest’s complaint in a professional manner, as per resort’s Policy & Procedure (service recovery).
• Ensure that disciplinary actions are taken, when necessary, according to resort’s policies.
• Perform any additional or special duties, as directed by a superior.
• Maintain the highest level of personal hygiene and grooming at all times, as per standard.
• Practice proper telephone etiquette with colleagues and resort’s guests.
• Attend all training carried out by the Training Department.
• Ensure that all 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.
• Ensure that a safe, hygienically fit working environment is maintained at all times and reports any concerns or faults immediately to the immediate supervisor.
• Remain updated on all resort happenings, including guests in-house, arrivals and departures, as well as daily events.
• Exhibit an outstanding knowledge of the One & Only Resort.
• Understand and apply the resort’s Policies & Procedures, including during emergency situations.
• Conduct a monthly communication meeting.
• Conduct a daily briefing prior to service.
• Ensure maintenance work is completed, in a timely and professional manner.
• Ensure all fixed assets are well maintained.
• Demonstrate knowledge and interest in goals and objectives of the One & Only brand.
• 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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Job Summary

• The Host is expected to have an excellent service attitude, sense of urgency, be organized, diligent, dynamic, always presentable and works well under pressure. It is expected from the Host to maintain a polite and professional interpersonal relationship with both Colleagues and Guests.
• The Host is also expected to have a critical eye for details in terms of cleanliness and hygiene for all guestrooms, working spaces or Resort surroundings. It is expected from the Host to highly possess customer service-oriented skills and developed emotional intelligence.
• The Host is considered the connection between the Resort and the Guests, overseeing all Guests’ needs during the stay and assisting them with reservations, special events, refreshment center preferences, room orientation, guest laundry cleaning services, packing, unpacking of their luggage. The most important duty of the Host is to go beyond service basics, anticipate and create everlasting memories for our Guests.
• The Host is to be the sole point of contact for our guests. Assisting our Guests in organizing, coordinating, communicating, checking, and confirming daily activities, routines, special occasions, and other needs and wishes.
• Responsible for converting our Guests wishes and needs into reality by coordinating with the resort operation ensuring all requests are fulfilled and Guest expectations are exceeded in a timely, efficient, and cost-effective manner.
• The Host ensures accountability for driving work behaviors, results and revenue of every team-member which aid in the overall development and success of Guest Satisfaction and revenue generation, through co-ordination, anticipation, communication, and control of all aspects of day-to-day activities, wishes, needs and movements of our Guests.
• The Host is and always acts as a true ambassador for the brand and for our values performing and acting as an example and role model for all colleagues. The Host is to be and act as the personal assistance and concierge to our Guests.

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
• Conduct a pre-shift briefing 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
• Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

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

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Respond to guest calls for Guest Service within 5-minutes
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Ensure the appropriate communication and guest understanding of the QR codes among the Resort
• Ensure housekeeping services are performed within timeframes requested by guests
• Ensure to make himself/herself visible to the assigned guests to facilitate connection with the guest
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Presents options and alternatives to guests and helps in making choices
• Inform the guest about any in house events [closed areas, fireworks, etc.] that might disturb the guest stay
• Uses suggestive selling techniques to sell rooms and to promote other services of the resort
• Knows the location and types of available rooms as well as the activities and services of the property
• Deliver guest’s folios and confirmation letters to guestrooms
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
• Complete the Daily Log in ALICE Platform
• Utilize the SAGA System to provide detailed guest profiling for future reference and service
• Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
• Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
• Capably operates Internet access and multimedia systems and assist guests with their devices’ connections
• Fully Trained in First Aid and Safety Protocols
• 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
• Responsible for the disinfection, cleanliness, and proper function of the assigned golf cart(s)
• Ensure that disinfection as per standards has been performed, noting it with the appropriate signage
• Inspect and sanitize all equipment that our guest may need to ease their stay
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Plan snacks and fruits based on guest preferences; diligently register details in SAGA
• Prepare coffee station accordingly to guest preferences (based on individual property)
• Prepare coffee at the perfect pantry as guest would require it
• Enquire guests about preferred timeframes for the housekeeping services upon arrival and/or throughout their stay to ensure minimum physical contact
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Ensure the Coordination of the housekeeping daily cleaning and turndown services
• Coordinate the turndown service operations in collaboration with the PM Supervisors
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Maintain standardized use of radio and mobile as per stablished by the Resort
• Drive and support revenue generation

Quality

• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Protects our guests’ interest to ensure customer satisfaction
• Monitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request
• Sole point of contact for the assigned guests or any guest, and ambassador for the brand
• Ensure special requests are met prior guest arrival
• Perform guest in-room check in process including room orientation
• Introduce and accommodate guest luggage as per standard
• Offer, and perform if agreed, personalized services such as packing and unpacking, guests’ belongings tidy up, clothes pressing, laundry management, shoe-shining, among others
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Coordinate and ensure guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Create extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others
• Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard
• Ensure that in-room amenities are displayed as per standards
• Inspect arriving guestrooms after housekeeping cleaning
• Inspect guestroom(s) after housekeeping daily and evening service is completed

Skills, Experience & Educational Requirements

• Education: High School completed; University Degree is a plus
• Minimum experience 2 years experience in Hospitality/Front Office
• Languages: Bilingual
• Language: English (100% proficient)
• Language:
• Computer savvy
• Proficiency in MS Office and Micros Opera PMS is required
• ALICE & SAGA Platform previous experience is desirable
• Exceptional communication and interpersonal skills
• Folios and billing knowledge are desirable
• Knowledge in luxury products, service, and brands
• Guest drive, team player, flawless communicator, passionate, well organized, details oriented