Host - Language Specialist 
(14790)

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. 

Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. 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

The Hosts 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 resorts' departments ensuring all requests are fulfilled and guest expectations are exceeded in a timely, efficient and cost-effective manner.

The Hosts 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 coordination, anticipation, communication and control of all aspects of day-to-day activities, wishes, needs and movements of our guests.

The Hosts 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 Hosts is to be and act as the personal assistance and concierge to our guests from Pre-Arrival to Post-Visit ensuring no guests leave unhappy.

Key Duties and Responsibilities

Key Duties and Responsibilities

• To demonstrate excellent menu product knowledge.

• The Host or the Connectivity Center should be introduced before arrival, to create a tailor made itinerary for the ideal time away.
• Ensure to schedule minimum 1 meeting(s) per day with guests at guest preferred time and place, to go through itinerary of the day and next day’s, get feedback, requests/changes, and other. This is CRUCIAL for the Host’s successful service perception and delivery as well for departmental efficiency (Mandatory).
• Use GMH as communication tool – EACH Host must have a company smart phone (own personal devises are not allowed)
• Share preferences with all colleagues & make sure to make them actionable and reasonable. Assign guest amenities based on preferences.
• Always action incidents within 15 minutes. For any negative feedback & issues, initiate resolution process immediately – communicate to all departments through the ALICE system. Do not let any guest leave unhappy.
• Make sure the guests leave the Resort safely with the best impression and the most appropriate farewell amenity.
• Act as Brand ambassador at all time, even outside of the Resort – the Host is empowered to take care of the guest. Host must be knowledgeable about all aspects of the resort, its surrounding area, services and offerings as well as the Kerzner resorts worldwide.
• 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.
• Maintain standardized use of radio and mobile as established by the Resort.
• Complete the Host’s Daily Log in ALICE Platform.
• Inspect arriving guestrooms after housekeeping cleaning.
• Inspect and sanitize all equipment that our guest may need in order to ease their stay.
• Ensure special requests are met prior guest arrival.
• Greet and provide in Room check-in to all guests.
• Follow luggage standards as per procedure, maintaining a good relationship with the bell staff department.
• Coordinate and ensure guests’ services such as spa appointments, dining reservations or activities bookings, among others.
• Coordinate cleaning time frame daily for all guests. Ensure housekeeping services are performed within timeframes requested by guests.
• Maintain an effective communication with all your guests through Messaging. Provide all accurate and appropriate information to the guests in house in a timely manner.
• Have a good knowledge of all in-room system and items such as TV, Wifi, Speakers, coffee machine, etc. in order to assist the guests efficiently.
• Offer, and perform if agreed, personalized services such as packing and unpacking, guests’ belongings tidy up, clothes pressing, laundry management, shoe shining, among others.
• Create extra special moments for guest at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others.
• Monitor guest whereabouts and agenda while at the Resort in order to ensure an appropriate and timely response to any last-minute request.
• Provide effective resolution to any guest complaint ensuring all guests depart the resort happy and satisfied with their stay.
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property or offsite).
• Report Lost and Found property according to Policy & Procedure.
• Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard.
• Deliver guest’s folios and confirmation letters to guestrooms.
• Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner.
• Maintain polite and professional interpersonal relationship with both colleagues and guests.
• Conduct a pre-shift briefing under the supervision of a departmental leader
• Respond to guest calls for Host Service within 10 minutes.
• Maintain confidentiality and privacy of all guests.
• Possess a full understanding of the Refreshment Center operations and products.
• Responsible for monitoring Refreshment Center requests and delivery for guests.
• Send items needed from the Refreshment Center through ALICE Platform to the Connectivity Center.
• Coordinate and request items from the Refreshment Center, including daily fruits, snacks and/or amenities.
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments.
• Plan snacks and fruits based on Refreshment Center menu availability.
• Prepare coffee station accordingly to guest preferences.

About You

The desired qualification for this role is at least a School Certificate and a National Certificate level 3. The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort and must be fluent in written and spoken English and French

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.