Current Vacancies at One&Only Resorts

Job Summary

Maximise Guests Satisfaction and Profitability by managing all activities of the Banqueting Department. Achieve banqueting    revenue goals by executing marketing and sales strategies as established in the business plan. Assist in the implementation of sales promotions and to take action to increase sales. Look for creative ways to promote and execute strong guest relations activities and procedures with regular and VIP guests. Ensures that banqueting premises, FF&E, silver, glass, porcelain etc. is clean and in good working order.

Key Duties and Responsibilities

MANAGE BANQUETING SERVICE STAFF

• Manage all banqueting service staff and supervisors
• Utilise leadership skills and motivation to maximise employee productivity and satisfaction
• Challenge employees to achieve optimum revenue and service per employee
• Monitor department’s overall service, interaction with other departments, and team work daily, and takes action to improve
• Function details are discussed with clients, ascertaining and noting clients’ exact needs. Clients are shown the various facilities available and are advised on the merits of the various options. Table plans and room layout are confirmed.
• Clients are advised of choice of menus and beverage requirements and such options discussed with clients. Clients’ requirements regarding entertainment, table appointments, equipment, etc. is ascertained.
• The availability of the facilities required is ascertained and all details of the booking, including quoted prices, are confirmed in writing to the client. All provisional and confirmed function bookings are monitored and controlled to ensure that no double bookings occur and that use of facilities and revenue is optimised.
• Sales calls are conducted to prospective clients, when required, and in conjunction with the Hotel Sales Executive and/ or General Manager. The job incumbent is constantly aware of new business opportunities and when these are actioned.
• Agreed budgeted targets are achieved or bettered and food and beverage costs and labour costs are maintained at agreed levels and correct profit margins are achieved.
• A prompt, courteous response and follow up is made to all enquiries.
• Booking and arrangements are made for in‑house functions such as Christmas Day, New Year’s Day, Valentine's Day, and Mother’s Day, etc.
• All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures.

BANQUETING MANAGER

• Liaison is made with client at least one week before the function to confirm exact numbers and arrangements. All client requirements i.e. bands, discos, entertainment, specialised equipment has been booked as directed.
• Duty rosters are compiled, making certain that adequate numbers of experienced permanent and casual waiting STAFF will be on duty.
• Function rooms, ante rooms and cloakrooms are checked for cleanliness before GUESTS arrive, table and room layout and stipulated specific requirements are checked and all equipment, particularly audio and sound systems, is checked to be in good operating order.
• The job incumbent is available to greet the function organiser/ host and circulates during the course of the function to ensure availability in the event of a problem or a complaint.
• Water jugs, glasses and refreshments are replenished at regular intervals and ashtrays are changed during each break. Refreshments are served timeously at the requested times and all stationery requirements are in place.
• Waiting STAFF are briefed before the function commences and that STAFF know the limit of open bars and that this is not exceeded. Service of food and drink is courteous and professional.

DIRECT AND MANAGE FOOD & BEVERAGE DEPARTMENT TO ACHIEVE FOOD & BEVERAGE GOALS

• Utilises leadership skills and motivation to maximise employee productivity and satisfaction
• Monitors hotel’s overall service and team work daily, and makes recommendations for improvement to Department Heads
• Selects and develops strategies to improve guest service, food production techniques and efficiency
• Analyses financial reports relating to food & beverage, and takes corrective action and follow-up
• Achieves goals for “willingness to return”, “customer complaints per thousand” and “customer comment index”

• Manages and co-ordinates pricing and preparation of menus, beverages, and wine lists
• Approves all wine purchasing, and other food & beverage items in accordance with corporate quality standards
• With Executive Chef, maintains an updated recipe file for all food and beverage items
• Prepares food and beverage business plan based on input from food and beverage Department Heads
• Assists in the development of the hotel’s annual business plan, by developing strategies to increase sales in food & beverage

EMPLOYEE RELATIONS

• Fosters and develops effective employee relations within department and throughout the hotel
• Establishes and maintains effective internal communications, including daily meetings with own Department Heads and Supervisors, to ensure optimum team work and productivity
• Conducts monthly departmental meetings with all food and beverage staff present Looks for ways to motivate and challenge employees

HEALTH AND SAFETY

• Ensures that all potential and real hazards are reported and reduced immediately
• Fully understands the hotel’s fire, emergency, and bomb procedures
• Ensures that emergency procedures are practised and enforced to provide for the security and safety of guests and employees

• Ensures that employees work in a safe manner that does not harm or injure self or others
• Stimulates and encourages a general awareness of health and safety in tasks and activities carried out within the division
• Ensures the safety of the people and property within the premises by applying hotel regulations, adhering to existing laws and regulations
• Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening
• Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department

MISCELLANEOUS

• Attends meetings and training required by the EAM Food and Beverage Manager Assists colleagues to perform similar or related jobs when necessary
• Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests and the hotel’s stakeholders
• Maintains own working area, materials and company property clean, tidy and in good shape; reports defective materials and equipment to appropriate individual
• Continuously seeks to endeavour and improve the department’s efficient operation, and knowledge of own job function
• Is well updated on, and possesses solid knowledge of the following:
  • • Hotel fire, bomb and emergency procedures
    • Hotel health and safety policies and procedures
    • Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
    • Hotel standards of operation and departmental procedures
    • Current licensing relating to own department and the hotel
    • Accepted methods of payment by the hotel
    • Short and long term hotel, as well as corporate marketing and promotional programs
    • Corporate clients and clients generating high business volume

Skills, Experience & Educational Requirements

• Experience in F&B restaurant management at a luxury property preferred.
• Strong interpersonal and problem solving abilities necessary.
• Must be a highly organized person with strong planning skills.
• Goal and results oriented.
• Analytical skills, strength as a developer and a leader of others are essential.
• International experiences an asset.
• An absolute commitment to service excellence and continual learning.

go to method of application »

Job Summary

The Groups & Events Co-Ordinator assists the G&E Account Managers with admin requirements as per the below:

Daily Tasks

• Respond to email and telephonic enquiries within 24 hours ensuring that the client receives a tailored proposal to suit their needs which include vale adds and indication of group and events discounts
• Ensure function/booking information is entered into Opera Sales and Catering including an enquiry note, basic rate and proposed and activity follow ups for future dates
• Pulling and editing of Groups and Events contracts from Sales and Catering for confirmed groups and events
• Allocating deposits and payments to clocks
• Entering rooming lists ensuring all notes, special requirements, billing instructions and routing is completed.
• Drafting of the Group Resume and or function sheets showing every aspect of the booking from arrival to departure and distributing this to the operational department giving them sufficient time to prepare.
• Meet with client to ensure that all aspects of the event or group are discussed to ensure that the operational teams are fully aware of the client’s requirements and expectation.
• Meet & greeting of the client for groups and events and introducing the to the Banqueting manager and relevant departments.
• Finalizing of all accounts relating to groups and events and all functions and ensuring that daily billing is completed for larger groups and events
• Support MICE Manager and Groups and or Event Assistant manage with reports required to follow-up on pending enquiries, pro-active chase procedure for all groups.
• Update the Daily one - adding in the details regarding the following days groups, events, and site inspections.
• Attend morning meeting when required to run through upcoming groups and events, and site inspections.
• Be the back-up to the Sales Co-ordinator with regards to ordering of office and printing suppliers from iScala.

Weekly Tasks

• Assembling the Groups Brief for the Operations Team.
• Printing Function pack and BEO’s for Function Pack Meeting – Batch report from Opera S&C
• Distribution of Function Pack weekly in a timely manner.
• Ordering required halal and kosher catering as per client request
• Ordering and collecting V&A Portswood Parking vouchers - Processing supplier payments for parking, IVTM and other suppliers.
• Review commission reports for groups, events and Food and Beverage
• Assist with the processing of accounts - commission payments, refunds, or credit card refunds
• Coordinate the function pack meeting and PRE-cons with the various stakeholders in operations.
• Update G&E Assistant Manager activities on Salesforce and information is correct and consistent with S&C.
• Ensure teamwork and total cooperation between Operations, Sales Managers, Revenue and G&E to ensure that the entire sales process is completed and up to date.
• Group filing and labelling of boxes on past groups once closed.
• Meeting minutes are kept copied to relevant departments (Sales, Revenue, Reservation, Rooms, F&B, etc)

Reporting

• Ensure the G&E Assistant Manager update the Target report monthly.
• Send the ADOS a weekly report of each G&E Assistant Manager pending bookings and number of quotes.
• Assisting G&E Assistant Manager with reports from S&C:
  • Lost Report - Tracking is in place for all details/regrets generated local, for all lead sources
  • Provisional Reports
  • BQT Forecast
  • Deposit Schedules
• Assist ADOS with commercial planning & analysis reports as and when requested i.e. nationality report for all future groups and banqueting forecasts.

Skills, Competencies and Requirements

• Diploma or Qualification in Hospitality Management
• Good communication, interpersonal and customer service skills.
• Ensuring compliance with hygiene and health and safety legislation/guidelines.
• Sense of urgency, attention to detail and a can-do attitude.
• Have extensive knowledge of Opera Sales & Catering.

go to method of application »

Job Summary

Therapists are responsible for delivering exceptional treatments to guests of the spa in line with ESPA and Hotel brand standards, whilst maintaining excellent five star client care, cleaning standards and grooming. Responsible for revenue generation through retail, up selling and cross sales to other business centers in the spa.

Key Duties and Responsibilities

SPA & RETAIL SALES

• Responsible for achieving retail sales targets as set by the Spa Director/Treatment Manager.
• Ensure aftercare recommendations are made at the end of every treatment, linking with client concerns and offering to prepare products at reception for purchase.
• Encourage clients to return to the spa by recommending an ongoing treatment program and cross selling the other business centers in the spa.   Maintain a sound knowledge of all treatments, packages and any promotions.
• Participate in demonstrations/ events as required.
• Ensure that daily sales figures are accurately recorded.

TREATMENT STANDARDS/OPERATIONS

• Perform all treatments at an exceptional standard, as per the ESPA protocols and standards taught in training, whilst tailoring to the client’s specific needs.
• Update own knowledge of products and treatment brand standards, outside of formal training by ESPA and Head Therapist.
• Carry out an in-depth consultation with each client prior to treatment, ensuring medical history and concerns are identified.
• Protect the guest experience by moving quietly around the treatment room and in corridors.
• Use the correct quantities of products as specified by the manufacturer and not exceed that amount.
• Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organised as per the spa standards.
• Follow treatment room opening and closing procedures correctly, reporting any maintenance issues to the Duty Manager.

GUEST RELATIONS

• Maintain the highest standard of guest service by following ESPA protocols and displaying genuine care and attention to detail.
• Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
• Ensure confidentiality at all times including data protection, medical details and any information provided in confidence by the client.
• Report any guest complaints to the Duty Manager so that they can be handled promptly and effectively.

HEALTH, SAFETY & HYGIENE

• Perform all treatments in a professional, hygienic and safe manner for all clients, updating knowledge and training regularly.
• Responsible for the cleanliness, sterilization and hygiene of all equipment, products and linens in the treatment and preparation areas, following ESPA protocols.
• Day to day responsibility for equipment, products, cleanliness and hygiene of the treatment and preparation areas.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. 
• Act responsibly at all times in relation to personal safety along with the safety of colleagues and guests of the spa.
• Support the Spa Attendants where required in maintaining cleanliness and hygiene in the spa facilities.

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.
• Always be punctual and prepared in advance of treatments.
• Support all departments in the spa including covering reception and spa attendant duties as and when required.
• Must adhere to training as set down by the Treatment Manager and Head Therapist and attend all training courses as deemed necessary.

Skills, Qualifications and Requirements

• Certified/ diploma’s as a beauty therapist
• Minimum of 1 year working experience in the 5 star spa/ hotel environment