Vacant Jobs at One&Only Resorts

Job Summary

• The role of a Hostess is primarily to assist the Manager in providing excellent customer service and to meet greet and seat all guests who dine in the restaurant.  Attention to detail is imperative and a Hostess must be able to multi task, prioritize and remain calm under pressure.
• A flexible attitude is expected while following company Procedures and Standards. Knowledge of food and beverage service is required and meets service standards and procedures of restaurant.  

Key Duties and Responsibilities

• Present oneself in a way that enhances guests overall experience, by adding life and energy to the outlet.

Other duties, of a reasonable nature, will be required of you from time to time at your Manager’s discretion:

• Completion of Reception Duties at the start of the shift.
• Greeting guests warmly, yet professionally.
• Assist guests at check in when required.
• Show guests to their table / sushi bar / lounge bar.
• Answer the phone demonstrating correct telephone etiquette.
• Check on table return times and communicate information to the Manager.
• Check on available tables and communicate information to the Manager.
• Help to bus and reset tables when required.
• Completion of final duties at the end of the shift found in duties manual.
• Cover the Restaurant Reservations when required to do so.
• Keep the Manager updated on the reservation, guest satisfaction and special requests.

Receive and attend to guest’s needs in the outlet.

• Serves food and beverage to guest according to prescribed service standards and procedures of restaurant service with emphasis on speed and accuracy.
• Cleans and maintains equipment, tools, fixtures, service area, and door area and menu folders in the outlet assigned.
• Maintain and update the outlet’s reservation book and guest history book.
• Assist the Manager in recording the daily sales, cover count report and total drinks sold from the outlet.
• Report any unusual incident, guest complains, lost and found, breakage and losses, equipment and fixture break down to the Manager.
• Attend pre-meal briefing and de-briefing daily and the F & B Staff Meeting monthly.
• Attend all meetings and training sessions organized by Resort Management for the staff.
• Responsible for cost saving on guest supplies, food supplies, electricity, water etc.
• Keep informed of all pertinent details concerning the Hotel, events in the city, activities and promotions in the outlets and in the Hotel.
• Maintain cleanliness in the door area, the reception stand, menu folders and any advertising collateral in the outlet.
• Prepare requisition for flowers and newspaper supplies ensuring availability if required by the outlet.
• Maintain the par stock of menu folders and advertising collateral in the outlet.
• Take note of anniversaries, birthdays and special dates for regular guests.
• Prepare requisition for amenities for guests celebrating a special occasion in the outlet and let the Manager to sign it.
• Prepare buffet place card, according to prescribed standard.
• Report to work in prescribed uniform and well-groomed.
• Report to the Manager at the start of shift to receive necessary instructions for the shift, side duties assigned, table reservation, menu changes, special menu, and availability of food and drinks and guest comments and complains.
• Checks the floor area and door area are clean.
• Checks all the menu folders are clean and distributed in the menu box.
• Check all advertising collateral are clean, accurate and properly set.
• Prepare and set up signage and directional for table reservation.
• Control the distribution of guests in the outlet, allowing the service attendants to clear and re-set tables.
• Capable of answering and providing accurate information to the gust concerning the restaurant, its products and services.
• Knowledgeable of all food and beverage items in the menu, special menu items or items on promotion, the ingredients, method of preparation, portion size and presentation.
• If necessary take food and beverage orders for the guest, re-confirms guest’s orders each time.
• Practice suggestive selling to boost outlet sales.
• Perform sequence of service in the outlet.
• Confirm satisfaction with the guest, and informs supervisor or manager immediately in case of guest complaints.
• Capable of operating all equipment in the outlet.
• Capable of handling guest complains professionally.
• Communicate with VIP guests, government officials and other important individuals in the performance of work and in promoting the outlet and Hotel.
• Establish and maintain good relations with employees within the department and between other departments.
• Provide assistance to colleagues within Food & Beverage and amongst other departments in the performance of tasks to foster team work and success for the Hotel

Reception & Desk Duties

These preparations are to be completed at the start of each shift before we open:

Duties

• Check through the Guest Connect system for any information which may be required for the guest reservations for the evening. (Third party payments etc.).                                     
• Waiter’s notes (for VIPs, Regulars or any Special Requests) have been done and organized into time order.
• Worldwide and personal business cards are arranged tidily and accessible to customers (never hand out personal business cards, these can only be given out by the relevant person).
• Cookbooks counted, on display and arranged neatly. (Reception Desk only)
• The Return Times Sheet is ready
• We have enough of the following: Pencils and sharpeners, Post-its, Cover up Tape and cello tape, Highlighters, Waiters Notes.
• The area surrounding the reception desk is clean and tidy (including the floor, walls and cloakroom).
• Photocopies of all relevant forms, which may be needed throughout the evening, are of a sufficient quantity.
• The phones and reception desk are wiped down and clean (you can use phone wipes provided  for the phone receivers)

Restocking the different sheets at Reception

• Check the stock in each envelope every day.
• If anything is running low, ask to make copies in the F&B office.

You must ensure you have all of the following: -

• Waiters notes
• Stationary
• Menus
• Trays
• Codes for systems
• Pens

Cleaning

• Ensure that both desks are clean and set up for service.
• Ensure that the menu box and the glass doors have been cleaned and polished.

End of Service Duties

• When the door closes and the last reservation and walk in table is in, we start on our final duties.

Counting Up

• Fill in the diary and daily log.
• Fill out the sign-in sheet for the next day.

Completing the Diary

• List who worked on the door that evening, including M’D and hostess.
• How many guests were originally booked (on the blocking sheet)?
• How many guests we sat at the Sushi Bar?
• How many guests we sat in the restaurant?
• How many guests in the lounge?
• Walk in’s/ cancellations/ no shows
• List the names of the VIP’s and a brief description of who they are.
• List the names of the Regular guests.

Completing the Daily Log

• The daily log must be completed neatly and accurately using a black felt pen only.  The daily log will be faxed to Nobu; therefore the information must be legible.
• You must include all the information which you have written in the diary.
• Ensure you have checked for spelling and content with the M’D before beginning the daily log.

Filling in the Sign in Sheet for the following day

You will be required to complete the sign in sheet for the following day.  It is important that the sign in sheet is completed correctly to avoid staffing problems the next day.

• Take a blank sign in sheet from the blue folder at the M’D desk.  Check that is it up to date (check with a Captain or Manager if you are unsure).
• Date it for the following day.
• Complete the shifts using the roster in the blue folder. 
• Double check that you are writing in the correct day/date.
• If any names are missing or you are unsure as to an individuals’ rota please check with a Captain or Manager – do not leave it blank.
• Double check it before finishing.

Final Duties

• Deal with any lost property.
• Check that the business cards on display are arranged tidily.
• Tidy the stationary drawer.
• Restock the desk ready for the next shift.
• Tidy and clean the desk including wiping over the phone receivers.

Skills, Experience & Educational Requirements

• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.
• At least vocational diploma in any discipline.
• Minimum of 1 year in hospitality business. Fresh graduate is welcome
• Knowledgeable in various kinds of food and beverage.
• Computer literate
• Pleasant personality with good communication and interpersonal skills

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Job Summary

• A bartender is responsible for preparing and mixing all types of drinks, both alcoholic and non-alcoholic, to the guests according to the prescribed service rules and standards. Prepare daily bar inventory and sales report. Handle cashiering tasks when assigned.
• They are responsible for turning over the sales and the report for the day to the General Cashier. Maintain clean and sufficient operating equipment.

Key Duties and Responsibilities

• To be responsible for serving alcoholic and non-alcoholic beverages to the guests according to the prescribed service rules and standards with emphasis on accuracy and speed.
• To be responsible for preparing and mixing all types of drinks and cocktails based on standardized recipes of drinks.
• To be responsible for the proper storage and safety of all the stocks in the bar.
• To be responsible for the cleanliness and maintenance of the bar area, chillier, fringes, bar floor, storage areas and all equipment and tools inside the bar.
• Perform other tasks assigned by the Restaurant Manager which leads to guest satisfaction and profit for the Hotel.
• Prepare Daily Bar Inventory and Sales Report, Inter-Transfer Report, Daily.
• Breakage/Spoilage/Spillage Report, Full Bottle Sales Report, Daily operating equipment inventory for the bar.
• Prepare Beverage Supplies, Operating Supplies and Food Supplies Requisition for the Bar.
• Maintain bar stock according to established par stock level and arranges requisitioned items according the appropriate storage condition of the specific wines and spirits.
• Maintain adequate bar supplies such as napkins, straws, cocktail picks, etc., arranges them neatly in the assigned areas.
• Maintain sufficient supply of ice in the ice bins for service hours.
• Maintain sufficient supplies of linen, rags, bar mats, etc., required in the bar.
• Handle cashiering tasks when assigned in Outlets with self-cashiering like Pool Side.
• Account for the sales of the outlet in the shift assigned.
• Validate guest orders in the guest check and competes for the total sales.
• Receive payment from guests.
• Prepare the Food and Beverage Cashier’s report for the outlet ensuring that the recorded sales and the amount of cash in the cash box tallies.
• To be responsible for turning over the sales and the report for the day to the Head Cashier.
• Maintain clean and sufficient operating equipment such as glassware, bar tools and equipment, chinaware, etc., required for service hours in the bar.
• Handle the orderly stocking of glassware and ensures adequate stock and inventory is maintained.
• Wash, clean and dry all glassware used in the bar.
• Conduct monthly inventory of the operating equipment in the bar.
• Clean and maintain the bar chillier and wine chillier daily.
• Check and control the temperature of the bar chillier and wine chillier.
• Chill and cool sufficient beverage supplies at the appropriate serving temperature before service hours.
• Mix and prepare alcoholic and non-alcoholic drinks according the standardized recipes of the drinks.
• Set-up the bar according to standard counter top set-up before service hours.
• To be responsible for the preparation of all mise-en-place before the service hours.
• Prepare all the garnishing for the drinks.
• Prepare sugar syrup required for drink preparation.
• Prepare fruit juices required for mixing cocktails.
• Prepare coffee and tea set-up to speed up service during peak hours.
• Serve the different types of wine according to the appropriate standards.
• Store the wine appropriately and controlling the temperature of the storage area
• Perform the sequence of service, like all the other service attendants.
• To be capable of suggestive selling to boost the sales of wines and spirits in the bar.
• Participate in association and club membership related to bar/cocktails and wines to update knowledge on latest service style and products, as well as promoting the image of bar.
• Communicate to the guest in selling the products and service of the outlet.
• Establish and maintain good relations with co-colleagues within the department and with other department.
• Assist, as required, co-colleagues within the department and other departments in the performance of duties and responsibilities to attain quality product and service for the Hotel.

Skills, Experience & Educational Requirements

• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.
• At least vocational diploma in any discipline.
• Minimum of 2 years in hospitality business, preferably in a bartending role.
• Knowledgeable in various kinds of beverages and cocktails.
• Computer literate
• Pleasant personality with good communication and interpersonal skills

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Job Summary

• Under the leadership of the Head Concierge and direction of the Assistant Head Concierge, and within the limits of the hotel’s policies and procedures, to provide prompt, efficient and responsive service to all guests prior to arrival, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale.
• Create an unforgettable impression and project a favorable image of the resort at all times. To project an image of courteousness and hospitality while handling guest inquiries. 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.

Key Duties and Responsibilities

• To action duties and responsibilities of the Concierge Department such as:

• Recommendation and booking of top Restaurants, Bars, Clubs, tours.
• Make sure the brochures are stacked neatly and that you have enough in stock
• Make sure you have enough stationery to write on and use recycled paper to write a to-do-list throughout your shift
• Ensure you have at least two pens on you at all times and that they are in perfect working order
• Assisting guests to purchase Table mountain tickets
• Book tours and transfers for guests
• Assisting guests to courier goods
• Assisting guests to package their goods prior to couriering it.
• Assisting guests with checking in on-line
• To assist in the investigation of guest complaints and queries.
• Reporting any improper behavior and lack of work performance of the Porters or Doorman to the Assistant Concierge
• Taking responsibility for duties of the desk as well as your own.
• Prepares itineraries for guests prior to arrival as per preference planner and for in house guests as required
• Assisting the Guest Service Agents with any difficulties they might encounter.
• Ensuring that the Concierge as a department performs up to One&Only standard in accordance with the Kerzner guide to core competencies as in point 3 below.
• Plan and coordinate with other departments all guest special requirements and requests and ensure information is updated in guest reservation.
• Ensuring that the Concierge work area is always clean and tidy:
• Clean the telephones and computer key board, mouse and screen before and after every shift
• Wipe the Concierge desk, the lamps and the counter top to ensure that it is dust free
• During your shift ensure that your papers are always in a neat stack next to your station
• Ensure that the seating area in front of Concierge is always neat and presentable, that it is clear of dirt in all areas and that the pillows are puffed, that it looks welcoming.
• Assist in ensuring that there are always the necessary brochures and maps available on the desk.
• Plans and coordinates with other departments all guest special requirements and requests and ensures information is updated in the guest profile on the Property Management system – Opera.
• Ensure that the Room Drop, Collections and Key register is completed correctly and always signed on collection.
• Check that all e-mails received are replied to within 12 Hours and filed correctly
• To be very meticulous in completing the daily check-list and check that it has been done during shift handover
• Taking ownership of the daily handover ensuring all unresolved topics such as guest requests are actioned during your shift.  Handover topics are to be actioned within 12 hours of the requested time
• Assist with International and local newspaper requests:
• Retrieved from the guest’s Preference Planner sent via Reservation
• Ensuring that the papers are charged accordingly through the assistance from the Guest Relations Officers
• Ensure that the standing order of 10 local Cape Times is placed daily for guests who might request directly at the desk
• Utilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival
• Review VIP codes and flag VIP arrivals
• Utilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival.
• Review VIP codes and flag VIP arrivals
• Ensures proper record keeping by updating the daily handover sheet, updating your Concierge diary as well as the daily activity sheet with relevant guest information and unresolved guest requests and queries in a clear, concise and understandable manner.
• Provide helpful, friendly and prompt personalized telephone service to all guests (external and internal).
• Share knowledge and skills with other colleagues.
• Must report at least 10 minutes prior to the start of your shift in order to ensure that a smooth exchange of handover takes place
• Assist the Assistant Head Concierge in the updating of training documents.
• Assist in the identification of any training needs within the department and communicate this to the Head Concierge.
• To ensure the doorman are on post and to report any unauthorized absence to the Assistant Head Concierge.
• Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments.
• Rooming of guests when necessary
• Assist with site inspections and show-rounds as required

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.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.

To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform

Interpersonal Relationships

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• 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 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.
• Instructions from management are treated constructively and acted upon.

Education or Certification

• Must be computer literate, knowledge of MS Office and Opera is essential.
• Advanced Diploma, Hotel Management or similar discipline
• Must be able to work well under pressure and be able to multi-task.
• Must have experience as a Concierge in a five star environment for a minimum of 2 years.
• Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential.
• One must have the ability to satisfactorily communicate in English with guests, co-workers and management, to their understanding.
• Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required

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Job Summary

• To provide and promote comprehensive health/ fitness services and programs for all guests as well as to assist in overseeing the day-to-day fitness operations and show initiative at all times.

Key Duties and Responsibilities

• To be safety focused in the fitness environment and maintain a pro-active presence in the fitness areas, offering help, orientations, advice and support to all users.
• To enforce policies and appropriate conduct regarding the use of the Fitness Centre.
• To exemplify good attitude, proactive behavior and behave as a role model for a healthy lifestyle.
• To provide the finest personalized service and ultimate guest fitness experience possible at all times, including the fitness sessions for all age-groups.
• To physically and verbally demonstrate correct and exceptional use of all fitness-related equipment.
• To establish exercise programs for guests taking into account their needs and goals, monitor their progress and prepare them to continue the fitness routine back home.
• To keep detailed and accurate records of guest information in a confidential manner.
• To recognizes one’s limitations in services and techniques and engage only in activities that fall within the boundaries of one’s professional credentials and competencies.
• To have full knowledge of the company’s fitness standards and resort specific SOPs.
• To actively market and upsell private sessions and all wellness-related services within the resort when appropriate.
• To ensure the cleanliness and hygiene of all fitness areas and equipment.
• To inspect all fitness equipment on a daily basis and promptly inform management of any issues.
• To stay updated with the new developments in the health and fitness industry essential to providing the highest-quality services to guests.
• To carry out any other reasonable duties and responsibilities as assigned by Management.

Skills, Experience & Educational Requirements

• Two to four years fitness-related experience
• Exceptional organizational, communication and customer service skills required.
• Internationally recognized health and fitness-related certification/diploma
• Current adult/child CPR, AED and standard first aid)
• A minimum of one Personal Training certification
• Yoga qualification necessary – preferably Ashtanga and/or Vinyasa. Instructors still busy with their yoga qualification will be considered, as long as they have the required Personal Training qualification.
• Above average fitness level with the ability to engage in a variety of training modalities and sporting events.