Host (Russian Speaker)
(13284)
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 azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. 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
• The host are to be 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 all the hotel’s departments ensuring all requests are fulfilled and guest expectations are exceeded in a timely, efficient and cost-effective manner.
• The 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 function as the personal assistance and concierge to our guests.
KEY DUTIES AND RESPONSIBILITIES
• Sole point of contact for the assigned guests or any guest, and ambassador for the brand
• Function as One&Only brand Ambassador at all times
• Instill and live the Company Philosophy
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the system.
• Ensure compliance with all brand standards, OO markers, quality standards and SOP.
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues.
• Conduct and participate in team meetings and induction of new employees.
• 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.
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is going on in the area etc.
• Always maintains workplace discipline in accordance with company philosophy, policies and procedures.
• Conducts any assigned task with honesty, transparency and integrity.
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget.
• Drive and support revenue generation and cost saving processes.
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, SAGA)
• Fully Trained in First Aid and Safety Protocols
• Understand and live our company philosophy.
• Confirm daily guest agenda and efficiently organize | reserve new activities |restaurant booking | treatments or other.
• Protects our guests’ interest to ensure customer satisfaction.
• Adhere of company ethics & antibribery policies
• The Host takes ownership of his/ her allocated guests from arrival until departure; ensuring the best practices and detail attentions are extended. Provides prompt, courteous and efficient service to all Guests, to achieve a high level of guest satisfaction.
• The Host focuses on all related activities that impact the overall guests experience from a resort perspective, offsite the in-villa activities.
• Based on their language expertise, manning and experience, the host will be allocated a daily target of guests to service and create a personalized experience, while ensuring guests are comfortable to communicate and express preferences, likes, dislikes and allergies if any... and update the Guest Preference Management Program on the system (SAGA).
• As part of servicing the Grand Villas, Grand Sunset Residence, other notable guests and high-end repeaters, a talented individual, language specialist, will be allocated for a dedicated guest’s Stay. The Host will make himself/ herself available to service the guests throughout their stay.
• For all Grand Villas, Grand Sunset Residence, other notable guests and high-end repeaters, the Host will offer personalized welcome upon arrival to the resort and assist guests with every need during their stay. Personalized fond farewell is also extended upon departure and at the airport if required.
• Hosts will assist the guests with the check-out procedure, assisting front desk and ensuring in-villa check-out for all the villas.
• Ensures the delivery of O&O standards and service levels for all guests regardless of the time of day of their arrival/ departure. The Host’s presence is mandatory for all arrivals and departures.
• Coordinate guest departure, while ensuring appropriate transportation is arranged and on time based on flight schedule.
• Coordinate luggage pick up time of departure and assist guests with luggage, while accompanying them to the reception.
• Coordinate with villa valet and team leader, housekeeping to complete all villa moves by ensuring all moves are done on time with less disruption and guests are comfortably accommodated.
• For late arrival guests, the Host ensures to offer full orientation of the resort on following day.
• Utilize guest profiles, correspondence and previous histories to ensure requirements are met, working closely with VIP information.
• Review special codes, special packages and special offers mentioned and/ or based on Management discretion, on the guest reservation and action where and when required.
• Provides seamless VIP services as required and directed by the Resort Management within moral and ethical norms.
• Manages difficult situations effectively following Resort policies and procedures.
• Communicates promptly and efficiently the guest complaints and compliments of the Resort Management and follows up on complaints until successful service recovery is achieved and guests are happy with solution and alternative.
• Ensure efficient execution of planned/ package inclusions and special occasions.
• Confirmation and co-ordination of activities, reservations and ticketing.
• Assist guests in resort activity enquiries/ requests and recommendations.
• Actively elicits Guest feedback and preferences, regarding Resort services and ensures action is initiated on the same to maximize Guest satisfaction.
• To take ownership of the glitches and be very initiative-taking on finding the solutions. Depending on the concern and the gravity of the issue, the duration of a log should be dealt with in the same day or as soon as possible.
• To be present in the Restaurants during mealtimes or their preferred time and place, talking to guests to create a “Home and Friendly” atmosphere and ascertain guest satisfaction.
• To be available and presence of Hosts in the outlets is mandatory to overlook on the guests during breakfast, lunch, and dinner as well during activities.
• To ensure the guests are assisted with an efficient buggy service when attending their activities, restaurants, spa appointments and any other events. The Host, when needed, will be prompted to pick up their guests and accompany them to the required venue when necessary and will seek for guest satisfaction, after the guest experience.
• To work closely with VIP Services to create a strong and concrete database of our Guest profile information.
• Participate in the activities with the Guests if needed.
• To be extremely knowledgeable about any festivities/ holidays in England, France, Germany, Italy, China, Japan and Russia and wish Guests accordingly.
• Hosts will owe the translation of the existing stationary, letters and cards and any additional collateral.
• Hosts will be responsible for any letters, cards during Guest stay (Get Well soon / Recovery / Service/ Congratulations ... etc.) according to Guest nationalities.
• Host will be taking care of reiterating all the invitations — Repeater’s Events and any resort events invitation, including dinner/ Management Cocktail as required.
• Personalizing any menu for planned Private Dining Experiences.
• Assist with flight confirmations and online check—in if guests need any assistance.
• Hosts should communicate with all the departments about the guests’ movements and needs.
• To identify upselling opportunities and always execute such as Villas, Dinner, Spa, Recreation, Excursions and Private Trips.
• Attend all the trainings, meetings and daily briefings.
• Ensures professional conduct in general and proper etiquette vis-a-vis Guests and other colleagues.
• The Host to be creative by his/ her action and brings his/ her culture in the service deliveries within celebrations, occasion and guests wishes to create “wows” to every allocated guest.
• The Host always volunteers to be of service in a genuine and professional manner: “I am delighted to assist you, Mr./s “. Is there anything else I can do for you?”
• Assist in the general presentability, upkeep, and image of the Host areas and equipment including but not limited to computer hardware, point of sale machines, property management systems, lobby areas, golf carts, and other resort property.
• To perform all other jobs related to your scope of work, as your superiors or other Managers requested.
SKILL EXPERIENCE & EDUCATIONAL REQUIREMENT
• Guest Driven
• Previous experience in Front Office in Luxury resorts
• Team player
• Flawless Communicator
• Passionate
• Well Organized
• Luxury Service
• Details Oriented
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.
