1.Agent, Front Office
Job Description & Specification – Agent, Front Office
1 Position Details
- Position: Agent, Front Office
- Level Colleague
- Department Front Office
- Reports to Room Division Manager,
- Subordinates None
2 Job Details & Requirements
Job Summary
To provide reception services to all guests, and to efficiently respond to requests and concerns raised by internal and external guests. Duties include the smooth operation of check-in and check-out procedures, accurate cashiering transactions, and delivery of personalised and professional service.
Key Duties and Responsibilities
- Adherence to all rules, procedures, and policies of the Resort, in accordance to the guidance and communication stipulated by the Team Leader.
- Attend duty on a timely manner, with accurate adherence to uniform and grooming standards.
- Attend daily briefing conducted by the Front Office Team Leader/Assistant Manager/Manager.
- Handle all office or duty-related equipment in order to accordingly perform needed procedures.
- Maintain a clean and tidy reception area and workspace.
- Allocate and fill out all registration and departure cards in the designated files.
- During night shifts, assistance to be provided for carry-through of PMS night audit procedures, preparation of all operational reports, and delivery to management.
- Accurate handover of essential information to the next shift.
- Able to fully navigate the Resort PMS system, and handle check-in and check-out procedures in accordance with standards and time constraints.
- Issuance of keys in adherence to all security measures and procedures in order to assure guests and Colleagues safety.
- Be fully trained on walk-in reservations, DCC system, and up-selling procedures to ensure Resort revenue maximises and guests are satisfied.
- Carry out guests’ check-in, check-out, and requests as per Resort standards.
- Be fully trained on checking high balance and traces report.
- Be fully trained on using downtime report.
- Be fully trained on closing City Ledger, rebates, and all finance-related reports.
- Assist guests in all their needs throughout their stay and ensure all guests are assisted in a warm and personalised manner as per Resort standards.
- When applicable, assist guests with luggage transport upon arrival and departure.
- Communicate any guest requests or reservations to the call center for follow-up and communication is given back to the guest.
- Have full knowledge of special promotions, events, and Resort activities at all times and have basic concierge knowledge of local sites and destinations.
- Deal with currency exchange and transactions according to Resort policies and procedures.
- Ensure all daily revenue transactions according to Resort policies and procedures.
- Be trained on respective tasks and duties in the case of life and safety, fire or other emergency procedures.
- Attend departmental training sessions as requested.
- Assist with other departmental job related tasks when requested.
- Ensure guest information is kept confidential at all the time as per Resort standards.
- Communicate correctly and efficiently with other guest services departments to ensure guest satisfaction.
- Have full knowledge of all Resort accommodation types, additional preferences available on request, and rates related to the respective accommodation type.
- Contributes in achieving departmental goals.
- Maintain Quality documentation.
Skills, Experience & Educational Requirements
- Fluency in English is essential, any additional languages is preferable.
- Must be willing to learn and skilled to perform the job of a Front Office Agent.
- Any job experience in the Hospitality sector and Front Office department in a resort environment (preferable five star) is a valuable addition.
- Ability to lift heavy objects to complete duties and guest requests.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Ability to have strong guest-oriented services and communication skills.
3 Core VAlues & Competencies
Blow Away The Customer
- I work towards exceeding the expectations of my customers
- I am proactive and deliver unique and everlasting memories for our customers
Develop Passionate and Committed People
- I am committed to being thoughtful towards our colleagues
- I am passionate about my role
Continuously Strive for Perfections (good enough never is)
- I constantly seek new ways and ideas to improve what I do
- I am inspired to make a difference
Achieve Sustainable Bottom Line Performance
- I am honest and fair
- I take responsibility and contribute towards the financial performance of where I work
4 Functional competencies
Grooming
- I present a professional image according to established standards
Communication
- I speak in a clear and concise manner both in person and over the phone
- I express ideas in a clear and coherent manner
Functional Skills and Knowledge
- I demonstrate my knowledge and skills effectively
- I take responsibility for my actions
Time Keeping & Grooming
- I report for work in my department on time daily
Response to Supervision
- I demonstrate respect for my leaders
- I respond to supervision positively
How to apply
To apply for this position please submit your CV and a brief statement of interest by using the “Apply for this job” button below.
Only shortlisted candidates shall be contacted.
The deadline: 15 October 2021
2.Team leader, Wellness
Job Description – Therapist, Spa
1 Position Details
- Position: Team leader, Wellness
- Level Team Leader
- Department Spa
- Reports to Cluster Wellness Manager
- Subordinates None
2 Job Details & Requirements
Job Summary
Wellness Team leader is responsible for leading the team delivering exceptional treatments to guests of the Spa in line with One&Only 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 and Resort.
Key Duties and Responsibilities
SPA & RETAIL SALES
- Responsible for achieving retail sales targets as set by the Cluster wellness 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 and Resort. 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.
- Promote wellness program for colleagues
TREATMENT STANDARDS/OPERATIONS
- Perform all treatments at an exceptional standard, as per One&Only 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 One&Only.
- Carry out an in-depth consultation with each client prior to treatment, ensuring medical history and concerns are identified and taken into account.
- 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 organized as per the Spa standards.
- Follow treatment room opening and closing procedures correctly, reporting any maintenance issues to the line manager / maintenance
GUEST RELATIONS
- Maintain the highest standard of guest service by following One&Only 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 Cluster Wellness 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.
- 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.
- Work together with Housekeeping 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 Line manager
- Always be punctual and prepared in advance of treatments.
- Support all departments in the Resort where necessary including covering Reception duties as and when required.
- Must adhere to training as set down by the Cluster Wellness Manager and attend all training courses as deemed necessary.
Skills, Experience & Educational Requirements
- Fluency in English is essential, any additional languages is preferable.
- Must be willing to learn and skilled to perform the job of a Spa Therapist.
- Certified/ diploma’s as a Spa Therapist.
- Any job experience as team leader/ Head Spa Therapists in a resort environment (preferable five star) is a valuable addition.
3 Core VAlues & Competencies
Blow Away The Customer
- I care and work towards exceeding the expectations of my customers
- I am proactive and deliver unique and everlasting memories for our customers
Develop Passionate and Committed People
- I am committed to being thoughtful towards our colleagues
- I am passionate about my role
Continuously Strive for Perfections (good enough never is)
- I constantly seek new ways and ideas to improve what I do
- I am inspired to make a difference
Achieve Sustainable Bottom Line Performance
- I am honest and fair
- I take responsibility and contribute towards the financial performance of where I work
4 Functional competencies
Grooming
- I present a professional image according to established standards
Communication
- I speak in a clear and concise manner both in person and over the phone
- I express ideas in a clear and coherent manner
Functional Skills and Knowledge
- I demonstrate my knowledge and skills effectively
- I take responsibility for my actions
Time Keeping & Grooming
- I report for work in my department on time daily
Response to Supervision
- I demonstrate respect for my leaders
- I respond to supervision positively
5 ACknowledgement
How to apply
To apply for this position please submit your CV and a brief statement of interest by using the “Apply for this job” button below.
Only shortlisted candidates shall be contacted.
The deadline: 15 October 2021
