Host

Job Summary

• The Host is expected to demonstrate an excellent service attitude, sense of urgency, organization, diligence, professionalism, and the ability to work well under pressure. The role serves as the primary connection between the Resort and the Guests, acting as the sole point of contact throughout the guest stay by coordinating reservations, special events, guest preferences, room orientation, housekeeping, laundry, luggage assistance, and concierge services. The Host anticipates guest needs, creates memorable experiences, and ensures all requests are fulfilled efficiently, professionally, and in line with One&Only Brand Standards while driving guest satisfaction and revenue generation.

Key Duties & Responsibilities

Development

• Carry out assigned tasks with honesty, transparency, and integrity.
• Maintain professional relationships with guests and colleagues.
• Communicate effectively and ensure strong interdepartmental communication.
• Develop a supportive team environment and participate in team meetings, inductions, and pre-shift briefings.
• Assist with workflow planning, team capacity, and guest service coverage.
• Monitor knowledge levels, identify training needs, and support colleague development.

Product

• Act as a One&Only Brand Ambassador.
• Adhere to company ethics, anti-bribery policies, brand standards, SOPs, and quality standards.
• Maintain workplace discipline, confidentiality, and company philosophy.

Operations

• Deliver personalized service by anticipating and responding to guest needs.
• Respond to Guest Service requests within established service standards.
• Assist guests with reservations, dining, spa appointments, activities, room orientation, housekeeping preferences, laundry, packing/unpacking, luggage assistance, and concierge services.
• Ensure effective communication of guest preferences using ALICE, SAGA, OPERA, POS, and other operational systems.
• Maintain guest profiles, agendas, daily logs, and preferences.
• Promote resort facilities and services through suggestive selling.
• Coordinate housekeeping, maintenance, room readiness, turndown service, and guest requests with relevant departments.
• Prepare personalized in-room services, refreshments, coffee stations, snacks, and amenities based on guest preferences.
• Operate communication equipment, internet access, multimedia systems, and resort radios according to standards.
• Follow hygiene, safety, PPE, Lost & Found, First Aid, and operational procedures.
• Support management projects and contribute to revenue generation.

Quality

• Improve guest satisfaction, service efficiency, and quality standards.
• Handle guest complaints and resolve issues effectively.
• Act as the sole point of contact and ambassador for assigned guests.
• Ensure special requests are completed prior to arrival.
• Perform in-room check-in, room orientation, and luggage introduction.
• Deliver personalized services including packing, unpacking, laundry coordination, clothes pressing, shoe shining, and guest belongings organization.
• Coordinate spa appointments, dining reservations, activities, and special occasions such as birthdays and anniversaries.
• Inspect guestrooms, amenities, glassware, chinaware, cutlery, and housekeeping standards before arrival and after daily service.
• Maintain extensive knowledge of the resort, local attractions, culture, events, and luxury guest experiences.

Skills, Experience & Educational Requirements

• Education: High School completed; University Degree is an advantage.
• Experience: Minimum 2 years in a similar role.
• Languages: Bilingual; English (100% proficient).
• Systems: MS Office, OPERA PMS, ALICE, SAGA.
• Key Skills: Exceptional communication and interpersonal skills, guest-focused, organized, detail-oriented, team player, luxury hospitality knowledge, folios and billing knowledge, computer savvy, passionate, and able to work well under pressure.