Host 
(20088)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Resplendent at the entrance of Boka Bay, a fjord-like idyll on Montenegro’s Adriatic Sea, One&Only Portonovi is a year-round haven where cultural wonders and fresh-air adventures meet the glamour of Europe’s most fashionable new riviera. The warm Montenegrin charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

Host is responsible to manage in house and post stay stages of guest. Hosts are responsible to make sure guests receive personalised service from the hotel. Host is responsible to ensure that all guests’ expectations are met, and exceeded, throughout their stay at the resort. Host must be familiar with all resort standards, policies and procedures to ensure daily operations is run effectively and efficiently. To be familiar with all the resort facilities, restaurants, local attractions and other points of interest, in order to be able to promote and answer all enquiries concerning services and highly diversified queries from guests.

Key Duties and Responsibilities

• Keep a positive and motivated attitude and exercise self-control;
• Demonstrate appropriate behaviour;
• Maintain grooming standards;
• Cooperation with other hotel departments to make sure the work is planned and organized efficiently;
• Provide information to co-workers by telephone, in written form, e-mail, or in person;
• Ensure a high level of cleaning is always maintained within your own work area;
• To undertake any reasonable tasks and secondary duties as assigned by Host Team Leader and Assistant Guest Relations Manager;
• Provide services which blows away for customer satisfaction and retention;
• Maintain high visibility in public areas;
• Establish a positive relationship with guests while maintaining a professional and attentive manner;
• Provide immediate assistance to guests as requested and anticipate their needs when possible;
• Responsible for all in house guest requests and ensuring their needs are met;
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction;
• Participate, as needed, in the investigation of employee and guest accidents;
• Making sure all guests’ complaints are followed up;
• Record guest issues in the guest response tracking system;
• Always seek opportunities to improve client service based on five pillars;
• Always maintain a high level of product & service knowledge in order to explain and cross-sell services and facilities to our clients and potential guests;
• Ensure the quality, standards and meeting the expectations of the customers daily;
•    Follow LQA Standards related to responsibilities;
•    Ensure compliance with all policies, standards and procedures;
• Participate in the discussion of the work that affects Hosts;
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies;
• Responsible for pre-arrival communication with guests;
• Responsible for the coordination, organization and delivery of a warm welcome and fond farewell for the individual guests;
• Communicate guest arrivals, preferences and needs to all appropriate departments daily;
• Collect guest preferences during the stay;
• To be entirely flexible and adapt to rotate within the different sub departments of the Rooms Division or any other department of the hotel as assigned;
• Be aware of all Group Events, VIP guests that are in house and of their movements.
• Personal check of room readiness & amenities delivery before arrival of VIP guests;
• Perform regular Host duties, such as:

• Professional wake-up call delivery with tea/coffee serving;
• Welcome Drink Service and Towel service;
• Conducting the In-Room check-in;
• Provide Unpacking Service
• Provide Shoeshine Service;
• Running an aromatic bath;
• Providing Cigar Service;
• In Room Dining Service assistance;
• Delivering guest requests (presenting items, placing them, in room behaviour);

• To assist with any other duties as required by the Director or another member of the management team.
• To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform

Safety

• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures pf the hotel.

Education or Certification

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• Must be able to work well under pressure and be able to multi-task.
• Has the ability to satisfactorily communicate in English with guests, co-workers and management to their understanding. European language skills will be advantageous
• Business or Management qualifications are desirable

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.