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Front Office Coordinator 
(15088)

 

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. 


Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. 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

 

 

The Rooms Coordinator maintains a strong relationship with the Finance team by ensuring all paperwork is accurately completed including relevant signatures obtained and submitted in accordance with the One&Only standard. This documentation specifically relates to all Front Office adjustments, FIC’s, City Ledgers, Bad Debt and Future Credit.     

The Rooms Coordinator is required to ensure that all Post Master (PM) Accounts related to Front Office are checked and updated. The Rooms Coordinator is expected to attend the weekly PM meeting, fully prepared and provide the necessary details to the Front Office Manager and Director of Rooms for the monthly credit meeting.      

The Rooms Coordinator is required to ensure all Front Office refunds are compiled, submitted and followed-up on, directly informing the guest via e-mail on the timeframes.

Updating the daily Credit Limit that will be checked and confirmed by the Manager on Duty. Placing necessary alerts on Opera, drafting of guest letters and placing no-posts on Opera.    

Assist the Guest Experience Manager with the Dineplan account. Collaborating to ensure the account is managed daily, reporting any discrepancies, posting based on the Finance spreadsheet only and compiling Dineplan refunds as required.  

Being able to send Peach and other payment links and posting of Peach and other payment links.  

The transport list for colleagues to be completed and sent to the supplier by 2PM daily, when on duty.

Upkeep of month-end boxes and ensuring the deadbill documents are up to date and filed.

Raising of iScala requisitions, managing stock and setting par levels for Front Office, this includes the Front Office retail corner.

Confirm that all pre-list documents have been received, scanned and saved on the share drive.

Cross-checking that the daily pit checks have been completed by the agents on duty and reporting non-compliance to the Front Office Manager.    

Finally, the Rooms Coordinator must have a high sense of customer service and communication, fluent in English (written and spoken), and know how to work under pressure. The use of computer, including Microsoft Office products and systems, Opera, Dineplan and ALICE, as well as the ability to write with high speed and in a professional manner is highly required.

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
  • 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
  • Attend all pre-shift briefings 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

 

 

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

  • Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
  • Showing a personal interest for each of our guests and an authentic goal of being there in any moment
  • Manage and control efficiently all paperwork to be submitted to Finance
  • Confident with ALICE and logging requests  
  • Assist with the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
  • Follow-up with lost luggage from the airport
  • Respond to guest calls for Guest Service within 5-minutes
  • Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
  • Update guest incidents report in ALICE
  • Manage the personal information of our guests via SAGA such as e-mail addresses for follow-ups
  • Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
  • Monitor the operations through the Rooms Management function in OPERA.
  • Support the Front Office-Concierge when necessary
  • Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly
  • Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand
  • Know how to use ALICE systems, GMH Reviewpro, OPERA, Dineplan and SAGA perfectly to ensure a smooth operation and effective communication
  • Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
  • Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
  • Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
  • Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
  • Maintain excellent communication between the departments to ensure the regular update of the information
  • Communicate professionally with our guests via email and ReviewPro Guest Messaging Hub (GMH)
  • Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
  • Handle the perpetual telephone operation for the department using the telephone etiquette established by the resort
  • Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
  • 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
  • Use the communications tools as per the standard of communication established by the Resort
  • Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
  • Adheres to all current and any additional organizational policies and standards
  • Adhere to the tasks delegated by Supervisor / Manager

 

Quality

  • Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
  • Report any guest’s issue to the appropriate department or colleagues through ALICE or phone to provide a prompt and satisfactory response
  • Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal)
  • Provides the Hosts and/or Runners with information regarding guest’s arrival and organizes the distribution of amenities
  • Follow up on guests’ requirements based on Opera/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
  • Improve guest satisfaction
  • Attending calls within 3 rings with proper greetings
  • Observing proper and professional email and telephone etiquette
  • Consistently improve or quality of service
  • Effective in complaint handling and problem resolution

 

 

Skills, Experience, & Educational Requirements

  • Education: High School completed – University Degree optional
  • Minimum Experience: 1 year in same or similar position
  • Language(s)
    • Language:
    • Language: English 90%
  • Computer savvy is highly required 
  • Basic understanding of OPERA PMS System, ALICE, Dineplan, Review Pro (GMH)
  • Other Skills: Organized, multitasking, work well under pressure, mental agility, good interpersonal relationship, analytic, great tone of voice, positive attitude, and customer oriented

 

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.


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