Assistant Manager, Club One 
(14953)

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 Role

Primarily responsible for the day-to day operation services of the Club One department with direct responsibility of maintaining a level of services that are fun and safe for our guests. Ensuring that organized activities are in accordance with the resort standards. Administrative and managerial skills are required for this position and the ability to schedule the team and manage the daily activities. The Club One Assistant Manager should have strong communication skills and ability to interact with a diverse of personalities, service attitude, and a strong ability to coach and lead. Ability to plan, prepare and organize special activities, events, and daily programming.

Key Duties and Responsibilities

• Must demonstrate strong leadership qualities with the ability to inspire the best in others.
• Exceptional organizational and strong communication skills.
• Provide a well-supervised, safe, enthusiastic, positive workout environment with equipment in a clean, orderly facility.
• Must be able to troubleshoot and solve problems in the best interest of the Club One department.
• Full understanding of Club One department.
• Develop, update and have a quarterly review of all relevant SOP’s to ensure the highest quality standards and Health & Safety policies are implemented and maintained.
• Be on duty for the Club One operational times, unless shift hours are changed by the Club One Manager.
• Oversee the staff during daily operations as well as event operations to ensure that all team members maintained a fun attitude towards the guest visiting Club One.
• Ensure that all systems, equipment’s, games and technology are operating properly. Report and follow up on any defects found in the outdoor activities / team building around the resort.
• Ensure that the entire team is fully trained on handling Children / Tweens / Teens and Adults, preparing activities, handling incidents and bad behavior, and emergencies.
• Ensure proper team members evaluation, assessment and feedback.
• Carry out on the job training for part time employees.
• Co-ordinates with colleagues and representatives of other department to ensure an efficient flow of communication.
• Participates in all briefings and de-briefs, weekly and monthly departmental meetings.
• Ensures that all departmental and personal objectives are being met and reviewed.
• Be fully knowledgeable in Sicorax, Ramco and Spa Soft.
• Carry out any job-related tasks assigned within Club One department.
• Trains new Club One staffs and provides ongoing training for all the Club One Staffs.
• To actively market and upsell Club One services within the resort.
• Dealing effectively with guest complaints and requests for all age groups and disabilities.
• To achieve and maintain the standards of excellence set forth by the company, have full knowledge of the company’s standards and complete/update the resort specific SOPs accordingly.
• Produce monthly operating reports, including income/expense, usage/attendance, and guest satisfaction.
• Responsible for supervising the monthly maintenance of all Club One equipment and keeps tight records and regularly inspects all Club One venues within the resort.
• Responsible for ongoing commitment to product improvement providing feedback of new ideas or problematic issues.
• To carry out any other reasonable duties and responsibilities as assigned by Management.

Facilities & Equipment Condition

• Ensures Club One equipment and guest facilities are maintained in order to ensure a safe, clean and appropriate environment for guests and colleagues.
• Conducts daily inspections of all Club One facilities, and surrounding areas to ensure the highest levels of cleanliness and all equipment are kept in a good state of repair.
• Ensures that the Engineering department conducts regular preventative maintenance check on all operating equipment.
• Maintain awareness of department security related to stock and equipment and ensure all department procedures are followed.

Innovation, Resort Programming & Event Planning

• Strong orientation for creativity in delivery of outdoor activities, team building or special events, through direct guest interaction; execute activities while displaying appropriate levels of enthusiasm
• Responsible for planning, executing, managing and guiding his/her team to develop new packages/themed event sensitive to guest demographics and occupancy levels.
• Responsible for the development and implementation of new activities and products to offer guests based on market research.
• Proper marketing and promotion of the Team Building events are being followed.

Finance and Reporting

• Maximize Club One revenue potential through upselling of Team Building and any other means to generate revenue.
• Proper tracking and documentation of stock inventory on a monthly basis (gifts and prizes, arts & crafts, inventoried items and any other Services supplies)
• Tracking and maintaining monthly P&L.
• Prepare End of the Month revenue and expense reports.
• Guest Relations
• Manage customer feedback effectively to ensure continuous service and program improvement.
• Be directly involved with all customer complaints and ensure all complaints are dealt with promptly, efficiently and in confidence, initiating corrective actions if required. Ensuring that necessary reports are made/ updated the same day.
• Ensure staff respects the proper boundaries.
• Assist and host activities as needed due to peak seasons and high occupancy numbers.

Training & Motivation

• Development and implementation of Reward and Recognition incentives for the department to be adhered to on a consistent basis throughout the year to ensure high motivation and ongoing development.
• Full working knowledge of all other departments, within Club One division.
• Development and implementation of a permanent and continuous training regimen, to maintain standards set by the department and to reinforce information, initially disseminated to staff.
• Quarterly one on one-evaluation discussions with the staff to monitor and review their performance.
• Coaches and rehearses performance with department staff to ensure that hotel and department standards are being met.
• Developed a monthly training program with the Manager of Club One for the Club One staff, ensuring that the staffs are fully fit to be able to deliver exceptional and energetic activities to the guest.

Marketing:

• Ensure that all databases are updated timely and sent monthly to marketing.
• Create all packages and promotions for Club One Events, in line with departmental revenue goals while maintaining value for money for clientele.
• Collect data and examples on competitor Resorts marketing initiatives.
• Make recommendations and suggestions regarding marketing campaigns for Club One.

About You

The desired qualification for this role is at least a School Certificate and a National Certificate level 3 i. The ideal candidate should have at least 2 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.