Host Manager at One&Only Resorts

Job Summary:

• The Host Team Manager is to manage the daily activities, reporting, training, and operations of the (Rooms) Department. With experience in a high-quality luxury boutique hotel/resort guest service, the Host Team Manager will support the Front Office/Guest Services Team in offering the highest level of guest service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues. The Host Manager is directly in charge of the Host Team & Connectivity Center (Guest Experiences) and must always collaborate with the Front Office Manager (FOM). A Host Manager is expected to have a smart and neat appearance, which reflects the high standards of One&Only.  The Host Manager is also expected to have a critical eye for details in terms of cleanliness, hygiene, and service. Knows how to manage and motivate a team of Hosts. 

Key Duties and Responsibilities:

Development

• 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
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only Resorts daily operation
• Manage the team to attract, retain and motivate, develop, empower, coach and council, conduct performance and salary reviews, resolve problems, and provide open communication discipline
• Conduct/Lead operational and departmental meetings (as needed)
• Provide up-date information on Memo and Training Board
• Prepare and organize pre-shift briefings for Assistant Managers, Host Supervisors/Team Leaders, and Hosts
• Proactively participates in own development and team development
• Closely monitors training records and ensures that training is performed in accordance with standard
• Create, update, and adhere to departmental SOPs and Checklists
• Organize new training for the team including cross-training throughout department/resort
• 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

• Always represent and promote One&Only Resorts and to the best of his/her abilities
• 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
• Knowledgeable about the facilities and services provided by the sister-hotels of the One&Only Resorts Group
• Provide and create ideas on improving the overall product/experience for One&Only guests

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Ensure the appropriate communication and guest understanding of the QR codes among the Resort
• Ensure housekeeping services are performed within timeframes requested by guests
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Uses suggestive selling techniques to sell rooms and to promote other services of the resort
• 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.)
• 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
• Coordinate daily Arrival and Departure experience
• 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 equipment
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Use the radios as per the standard of communication established by the Resort
• Report Lost and Found property according to Policy & Procedure
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• 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
• Ensure all guests’ requests are successfully completed
• Check all VIP rooms and Suites before arrival
• Perform random checks in all occupied and arriving rooms to ensure that all standards are maintained
• Inspects guest rooms, together with the Host, strictly abiding to the established standards and procedures
• Ensure Hosts create and follow up any ticket in ALICE, always in a timely manner
• Look after guests who need special attention with the upmost care and accuracy
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.

Management

• Directs the Host Department in the care and attention to detail in guest services
• To manage all staff in the department, to ensure the highest standard of performance from the team
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Supervision of Host Supervisors/Team Leaders, Hosts, and Host Assistant contains grooming standards, coordination, checking and completion of the assigned duties
• A commitment to a sense of urgency, immediacy, and total responsiveness
• Demonstrate commitment to uncompromising standards of excellence
• To develop a close working relationship with all departments, colleagues, and managers to ensure guest expectations are met
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict
• Executive Management is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary
• Monitor the Host’s interaction with guests and other colleagues, assisting when needed
• Foster and promote a cooperative climate, maximizing productivity and colleague morale
• Impart awareness of quality and brand standards across the resort
• Improve the annual Strategic Planning process through constant evaluation, communication changes and implementing lessons learned
• Oversees preparation of weekly schedule of the Host Department & Connectivity Center
• Distribute all work-related information to the Host Supervisors/Team Leaders and Hosts
• Directs, the Host Department in the care and attention to detail in guest services
• Sound product knowledge of all villas, as well as the services provided by the Host Department and all the hotels’ departments and their respective schedules
• Ensure all colleagues have proper supplies and tools for their daily tasks and activities
• Ensures that all maintenance requests are dealt with in a timely and professional manner
• Ensures that all F&B deliveries are dealt with in a timely and professional manner
• Ensures that all service areas (pantries and corridors) are always kept clean and tidy

Skills, Experience & Educational Requirements

• Education: High School completed – University Degree optional

Language(s)

• Language: English Fluent (100%)
• Language:
• Proficient in MS Office, ALICE, and Micros Opera.
• Exceptional communication and interpersonal skills.
• Natural leadership and management abilities.
• Qualified financial analyst with billing knowledge.
• Critical thinker and a remarkable problem solver.
• Expertise in product and brand knowledge.
• Excellent project management skills.