Host Attendant Assistant Communications Manager Sales Manager

Job Summary

The Host is expected to have an excellent service attitude, sense of urgency, be organized, diligent, dynamic, always presentable and works well under pressure. It is expected from the Host to maintain a polite and professional interpersonal relationship with both Colleagues and Guests. The Host is also expected to have a critical eye for details in terms of cleanliness and hygiene for all guestrooms, working spaces or Resort surroundings. It is expected from the Host to highly possess customer service-oriented skills and developed emotional intelligence.
The Host is considered the connection between the Resort and the Guests, overseeing all Guests’ needs during the stay and assisting them with reservations, special events, refreshment center preferences, room orientation, guest laundry cleaning services, packing, unpacking of their luggage. The most important duty of the Host is to go beyond service basics, anticipate and create everlasting memories for our Guests.
The Host is to be the sole point of contact for our guests. Assisting our Guests in organizing, coordinating, communicating, checking, and confirming daily activities, routines, special occasions, and other needs and wishes. Responsible for converting our Guests wishes and needs into reality by coordinating with the resort operation ensuring all requests are fulfilled and Guest expectations are exceeded in a timely, efficient, and cost-effective manner.
The Host ensures accountability for driving work behaviors, results and revenue of every team-member which aid in the overall development and success of Guest Satisfaction and revenue generation, through co-ordination, anticipation, communication, and control of all aspects of day-to-day activities, wishes, needs and movements of our Guests. The Host is and always acts as a true ambassador for the brand and for our values performing and acting as an example and role model for all colleagues. The Host is to be and act as the personal assistance and concierge to our Guests.

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
Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests’ whereabouts
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
Conduct a pre-shift briefing 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
Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

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

Showing a personal interest for each of our guests and an authentic goal of being there in any moment
Respond to guest calls for Guest Service within 5-minutes
Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
Ensure the appropriate communication and guest understanding of the QR codes among the Resort
Ensure housekeeping services are performed within timeframes requested by guests
Ensure to make himself/herself visible to the assigned guests to facilitate connection with the guest
Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
Presents options and alternatives to guests and helps in making choices
Inform the guest about any in house events [closed areas, fireworks, etc.] that might disturb the guest stay
Uses suggestive selling techniques to sell rooms and to promote other services of the resort
Knows the location and types of available rooms as well as the activities and services of the property
Deliver guest’s folios and confirmation letters to guestrooms
Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
Complete the Daily Log in ALICE Platform
Utilize the SAGA System to provide detailed guest profiling for future reference and service
Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
Capably operates Internet access and multimedia systems and assist guests with their devices’ connections
Fully Trained in First Aid and Safety Protocols
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
Responsible for the disinfection, cleanliness, and proper function of the assigned golf cart(s)
Ensure that disinfection as per standards has been performed, noting it with the appropriate signage
Inspect and sanitize all equipment that our guest may need to ease their stay
Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
Plan snacks and fruits based on guest preferences; diligently register details in SAGA
Prepare coffee station accordingly to guest preferences (based on individual property)
Prepare coffee at the perfect pantry as guest would require it
Enquire guests about preferred timeframes for the housekeeping services upon arrival and/or throughout their stay to ensure minimum physical contact
Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
Ensure the Coordination of the housekeeping daily cleaning and turndown services
Coordinate the turndown service operations in collaboration with the PM Supervisors
Use the radios as per the standard of communication established by the Resort
Report Lost and Found property according to Policy & Procedure
Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner
Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
Maintain standardized use of radio and mobile as per stablished by the Resort
Drive and support revenue generation

Quality

Improve guest satisfaction
Improve efficiency and timeliness of service
Consistently improve or quality of service
Effective in complaint handling and problem resolution
Protects our guests’ interest to ensure customer satisfaction
Monitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request
Sole point of contact for the assigned guests or any guest, and ambassador for the brand
Ensure special requests are met prior guest arrival
Perform guest in-room check in process including room orientation
Introduce and accommodate guest luggage as per standard
Offer, and perform if agreed, personalized services such as packing and unpacking, guests’ belongings tidy up, clothes pressing, laundry management, shoe-shining, among others
Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
Coordinate and ensure guests’ services such as spa appointments, dining reservations or activities bookings, among others
Create extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others
Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard
Ensure that in-room amenities are displayed as per standards
Inspect arriving guestrooms after housekeeping cleaning
Inspect guestroom(s) after housekeeping daily and evening service is completed

Skills, Experience & Educational Requirements

Education: High School completed; University Degree is a plus
Minimum experience: 2 years
Languages: Bilingual
Language: English (100% proficient)
Language:
Computer savvy
Proficiency in MS Office and Micros Opera PMS is required
ALICE & SAGA Platform previous experience is desirable
Exceptional communication and interpersonal skills
Folios and billing knowledge are desirable
Knowledge in luxury products, service, and brands
Guest drive, team player, flawless communicator, passionate, well organized, details oriented

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