Assistant Manager, Resort

( 18080 )At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.About The RoleThe Assistant Resort Manager should have an overview of the Resort’s Operation. They are a key member of the line of communication in the Front of the House Operation, specifically for Telephone, Bell desk, Concierge, Front Office and Butler Teams. They work hand in hand with Front-Line and Floor Supervision Colleagues, training and facilitating proper tools to complete their daily tasks and ensure standards and policies are completed consistently.The RAM´s are directly involved with the arrival experience of our guests and responsible of following up any guest request throughout their stay.Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possibleKey Duties And ResponsibilitiesCoordinate daily Arrival and Departure experience.Oversee and supervise Porte-Cochere operations.Monitor grooming standards and punctuality of staff daily.Follow up on emails and ensure proper responses are sent within a 24-hour time frame.Manage room allocation with help of Coordinator, including special requests, complimentary upgrades, early departures, room changes and extensions.Supervise and perform surprise cash count to ensure cash flow at Front Office for all colleagues are balanced after transactions during their shift.Communicate to the staff any relevant information, via email, line-ups or one on ones.Supervise and follow up on Credit Limit reports, and contact any guests as required with Butler’s support.Ensure all guest profiles are checked and properly inserted in Opera and Saga system.Ensure all colleagues have proper supplies and tools for their daily tasks and activities, Front Office, Butlers and Concierge.Arrange Showroom and Upselling rooms daily.Handle guest complaints as required and follow up on necessary GIRs in case Supervisors could not handle it.Act as the primary source of training, adapting to the team’s needs.Perform weekly self-audits of LQA, Forbes and SOPs.Organize weekly schedule for Butlers, Concierge and Front Office according to the operation needs. Manage staff’s payroll including vacation, sick leaves, holidays and special absences in coordination with respective Supervisors. Prepare and conduct Ops Meeting, in the absence of the manager FOH.Communicate and reports any issues to Manager FOH.Attend Pre-Con Meetings for groups and accommodate necessary requests. Takes part in the LOD program of the hotel. (Early, Late and Night)Reports any Health and Safety issues to Health and Safety Officer during shift.Prepare and send report to Excom and file as per SOP.Overseeing evening Porte-Cochere operations, including external visit traffic and dinner reservations, as well as Visitor Host Program.Supervise and ensure that all staff requests are completed in a timely manner.Perform audits with Butlers on Room Inspection, abiding to the proper SOP.Ensures that all guest requests are dealt in a timely and professional manner, working together with any department involved.Ensures that all public and desk areas are consistently neat and tidy.Look after all VIP guests and assure that they have the proper attention and care from all staff, Butlers, Concierge and Reception.Assess that item in inventory are well taken care of and restock them as necessary.Inspect all VIP Rooms and Suites prior to arrival.Process any disciplinary actions as required by the operation and do a proper follow up with Human Resources when necessary.Manage the guest safety box room at Front DeskManage and report any guest lost items throughout the propertyEnsure all door locks are initialize with right room numbers using the Lock systemSupport in talent acquisition duties such as interviews and screening process.Continuously update knowledge on how to operate any special machinery or tools that are required for daily tasks. Oversee and supervise all Internal and External reservations for restaurants and activities done by Concierge, Front Desk and Butler teams with Switchboard.Use Alice and SAGA system to perform day to day dutiesRespond to guest Messages on Review PROEnsure individual duplicates profiles are checked and cleared on both Opera and SagaRun EOD Audit and file checklist to accounts accordinglyAbout YouThe desired qualification for this role is at least a Diploma in Hotel Management. The ideal candidate should have at least 3 years of experience in the same role in an international ultra-luxury resort and must be fluent in written and spoken English and French.Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.