Host Team Leader at One&Only Resorts

Job Summary

• The Host Team Leader has a clear knowledge of the Resort’s operation with a selected blend of skills such as: Emotional Intelligence, Critical Mind, Organizational Aptitudes, Strategical Reasoning and Financial Direction. They are a key member of the line of communication in the Front of the House Operation, specifically for Guest Experience-Front Office and Host Teams. Training and facilitating proper tools to complete their daily tasks and ensure standards and policies are completed consistently.
• Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible. At the same time, their analytical minds and composed character allow them to be the primary line of defense to prevent and solve any possible complaints. A meticulous planning and strategy are fundamental to succeed in achieving all financial and operational goals set throughout the year. Their instinctive leadership empowers them to coordinate and orchestrate the operation with an efficient yet luxurious approach.

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
• Coordinate and organize departmental meetings in a timely manner
• Communicate staff any relevant information, via email, line-ups or one on ones
• Act as the primary source of training, adapting to the team’s needs
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• 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.
• Continuously update knowledge on how to operate any special machinery or tools that are required for daily tasks

Product

• Represents, promotes, and up always sells the One&Only Brand 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

Operations

• Possess a full understanding of the property/department operations and products
• Ensure to make himself/herself visible
• Ensures that all guest requests are dealt in a timely and professional manner, working together with any department involved
• Looks after guests who need special attention with the utmost care, accuracy, and tolerance
• Ensure housekeeping services are performed
• Knows the location and types of available rooms as well as the activities and services of the property
• Become well versed on the guest folios to better discuss and resolve any guest questions or concerns
• 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
• Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Complete the Daily Log(s)
• Ensures that all public and desk areas are consistently neat and tidy
• Has IT knowledge to set up laptop and Internet connection
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Utilize the SAGA System to provide detailed guest profiling for future reference and service
• Knows how to operate TV, surround system, phone and safe
• Report Lost and Found property according to Policy & Procedure
• 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
• Reports to shift on time, dressed in the issued uniform, and groomed as described in the grooming standards
• Always ensure communication via radio & mobile stay professional and respectful
• Maintain standardized use of radio and mobile as per stablished by the Resort
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Drive and support revenue generation

Management

• Ensure all colleagues have proper supplies and tools for their daily tasks and activities
• Assess that item in inventory are well taken care of and restock them as necessary
• Assign Section and Dedicated Host according to the needs of the operation
• Ensure Hosts create and follow up any ticket on ALICE/SAGA, always on a timely manner
• Oversee and supervise all Internal and External reservations for restaurants and activities done by Host Teams
• Manage room inventory, coordinating with Housekeeping and Engineering to perform any preventive or reactive maintenance as required
• Supervise and ensure that all staff requests are completed in a timely manner
• Monitor grooming standards and punctuality of staff daily
• Oversee and supervise Daily Hosts Duties
• Process any disciplinary actions as required by the operation and do a proper follow up with Human Resources when necessary

Quality

• Improve guest satisfaction
• Improve efficiency and timeliness of service
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
• Coordinate daily Arrival and Departure experience
• Handle guest complaints as required and follow up on necessary ALICE Glitch Report
• Perform weekly self-audits of LQA, Forbes and SOPs
• Perform audits with Host on Room Inspection, abiding to the proper SOPs
• Look after all VIP guests and assure that they have the proper attention and care from all staff
• Inspect all VIP Rooms and Suites prior to arrival
• Has sound of product knowledge, supervisor must be able to describe the rooms and suites at any time, as well as the services provided by the Host Department and all other Operational Departments
• Controls the ReviewPro for the guest feedback and action on issues or share the successes
• 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 optional

Languages:

• English Level: Advanced (90%)
• Proficient in MS Office, ALICE, SAGA, 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