Job Summary<\/p>\n
\tThe 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.
\n\tThe Host is considered the connection between the Resort and the Guests, overseeing all Guests\u2019 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.
\n\tThe 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.
\n\tThe 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.<\/p>\n
Key Duties and Responsibilities<\/p>\n
Development<\/p>\n
\tCarries out any assigned task with honesty, transparency, and integrity
\n\tMaintain polite and professional interpersonal relationship with both colleagues and guests
\n\tDemonstrate ability to communicate effectively
\n\tEnsure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests\u2019 whereabouts
\n\tDevelop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
\n\tConduct and participate in team meetings and induction of new employees
\n\tConduct a pre-shift briefing under the supervision of a departmental leader
\n\tUnder 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
\n\tMonitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues\u2019 skills, knowledge etc.<\/p>\n
Product<\/p>\n
\tAct as One&Only brand Ambassador always
\n\tAdhere of company ethics & antibribery policies\u00a0
\n\tUnderstand, instill, and live the Company Philosophy
\n\tEnsure compliance with all brand standards, OO markers, quality standards, and SOP
\n\tAlways maintains workplace discipline in accordance with company philosophy, policies, and procedures
\n\tDemonstrate an ability to maintain confidentiality and privacy<\/p>\n
Operations<\/p>\n
\tShowing a personal interest for each of our guests and an authentic goal of being there in any moment
\n\tRespond to guest calls for Guest Service within 5-minutes
\n\tAnswer 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
\n\tEnsure the appropriate communication and guest understanding of the QR codes among the Resort
\n\tEnsure housekeeping services are performed within timeframes requested by guests
\n\tEnsure to make himself\/herself visible to the assigned guests to facilitate connection with the guest
\n\tGain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
\n\tPresents options and alternatives to guests and helps in making choices
\n\tInform the guest about any in house events [closed areas, fireworks, etc.] that might disturb the guest stay
\n\tUses suggestive selling techniques to sell rooms and to promote other services of the resort
\n\tKnows the location and types of available rooms as well as the activities and services of the property
\n\tDeliver guest\u2019s folios and confirmation letters to guestrooms
\n\tBecome well versed on the guest folios to better discuss and resolve any guest questions or concerns
\n\tFully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
\n\tActively 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.)
\n\tComplete the Daily Log in ALICE Platform
\n\tUtilize the SAGA System to provide detailed guest profiling for future reference and service
\n\tMonitor 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
\n\tConfirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other
\n\tCapably operates Internet access and multimedia systems and assist guests with their devices\u2019 connections
\n\tFully Trained in First Aid and Safety Protocols
\n\tPPE (Personal Protective Equipment) provided by the Resort must always be used
\n\tHygiene & Safety measures dictated by both Local Government and the Resort shall be followed
\n\tResponsible for the disinfection, cleanliness, and proper function of the assigned golf cart(s)
\n\tEnsure that disinfection as per standards has been performed, noting it with the appropriate signage
\n\tInspect and sanitize all equipment that our guest may need to ease their stay
\n\tCoordinate the delivery of any item requested by the guest and in cooperation of the other departments
\n\tPlan snacks and fruits based on guest preferences; diligently register details in SAGA
\n\tPrepare coffee station accordingly to guest preferences (based on individual property)
\n\tPrepare coffee at the perfect pantry as guest would require it
\n\tEnquire guests about preferred timeframes for the housekeeping services upon arrival and\/or throughout their stay to ensure minimum physical contact
\n\tCoordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
\n\tEnsure the Coordination of the housekeeping daily cleaning and turndown services
\n\tCoordinate the turndown service operations in collaboration with the PM Supervisors
\n\tUse the radios as per the standard of communication established by the Resort
\n\tReport Lost and Found property according to Policy & Procedure
\n\tCoordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner
\n\tDirectly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
\n\tMaintain standardized use of radio and mobile as per stablished by the Resort
\n\tDrive and support revenue generation<\/p>\n
Quality<\/p>\n
\tImprove guest satisfaction
\n\tImprove efficiency and timeliness of service
\n\tConsistently improve or quality of service
\n\tEffective in complaint handling and problem resolution
\n\tProtects our guests\u2019 interest to ensure customer satisfaction
\n\tMonitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request
\n\tSole point of contact for the assigned guests or any guest, and ambassador for the brand
\n\tEnsure special requests are met prior guest arrival
\n\tPerform guest in-room check in process including room orientation
\n\tIntroduce and accommodate guest luggage as per standard
\n\tOffer, and perform if agreed, personalized services such as packing and unpacking, guests\u2019 belongings tidy up, clothes pressing, laundry management, shoe-shining, among others
\n\tEnsure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
\n\tCoordinate and ensure guests\u2019 services such as spa appointments, dining reservations or activities bookings, among others
\n\tCreate extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others
\n\tEnsure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard
\n\tEnsure that in-room amenities are displayed as per standards
\n\tInspect arriving guestrooms after housekeeping cleaning
\n\tInspect guestroom(s) after housekeeping daily and evening service is completed<\/p>\n
Skills, Experience & Educational Requirements<\/p>\n
\tEducation: High School completed; University Degree is a plus
\n\tMinimum experience: 2 years
\n\tLanguages: Bilingual
\n\tLanguage: English (100% proficient)
\n\tLanguage:
\n\tComputer savvy
\n\tProficiency in MS Office and Micros Opera PMS is required
\n\tALICE & SAGA Platform previous experience is desirable
\n\tExceptional communication and interpersonal skills
\n\tFolios and billing knowledge are desirable
\n\tKnowledge in luxury products, service, and brands
\n\tGuest drive, team player, flawless communicator, passionate, well organized, details oriented<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"One&Only Resorts","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At home in the world\u2019s most inspiring locations, hand-picked for exceptional beauty and unique cultural charm, One&Only Resorts and Private Homes are havens of outstanding style and service that place you in the heart of every fascinating environment. With incredible tailored experiences across be... read moreach, nature, and urban locations, and spectacular spaces to simply \u2018be\u2019; unforgettable moments begin at One&Only","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-32531","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/32531","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=32531"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=32531"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=32531"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}