Team Leader, Host
(6706)
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.
Shimmering in the depths of the azure Aegean Sea, a story-filled island of myths and marvels, One&Only Kéa Island emerges to honour untold beauty with authentic flavours of Greece. The warm Mediterranean hospitality 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.
About the Role
Manage pre-arrival, in house and post stay stages of guest. Making sure that guests receive personalised top-notch service from the hotel. Ensure that all guests’ expectations are met, and exceeded, throughout their stay at the resort. 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.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Supervise and serve as a role model, while demonstrate appropriate behaviour.
• Serve as a leader in displaying outstanding hospitality skills, such as excellent verbal and communicational skills, while having organizational skills with attention to details.
• Ensure compliance with all policies, standards, and procedures and address deviations.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provide information to colleagues by telephone, in written form, e-mail, or in person.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Empower employees to provide excellent customer service.
Guests’ satisfaction
• Blow away guests at every opportunity.
• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Provide services for customer satisfaction and retention based on five pillars.
• Maintain high visibility in public areas during peak times.
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Establish a positive relationship with guests while maintaining a professional and attentive manner.
• Emphasize “We create Joy” during all departmental meetings and focus on continuous improvement.
• Provide immediate assistance to guests as requested.
• Always demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image based on five pillars.
• Always maintain a high level of product & service knowledge in order to explain and sell services and facilities to our guests and potential guests.
Hosts Essence
• Run day to day operations of Hosts Department, ensuring the quality standards and meeting the expectations of the guests daily.
• Writing personal notes (thank you card, information notes, arranging services, follow ups on restaurant/experiences/transfer bookings).
• Participate in the discussion of possible ways of improvement.
• To be entirely flexible and adapt to rotating within the different sub departments of the Rooms Division or any other department of the hotel as assigned.
• Promote activities and facilities of the resort with the intention of converting bookings.
• Be aware of all Group Events, VIP guests that are in house and of their movements. Ensure the information has been communicated to the entire Front Office team effectively.
• Personal check of the room readiness & amenities delivery before guests’ arrival.
Education or Certification
• Bachelor's degree
• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• Must have experience as Head of Butlers or Head of Hosts or Guest Relations Management in a five-star environment for a minimum of 2 years.
• 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.
This position is for the summer season of 2025.
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.
