About the Job 

The Host Manager is responsible for leading the Host Department and ensuring the highest level of personalized guest experience throughout every stage of the guest journey. As the primary leader of the Hosts team the main point of contact for guests during their stay this role plays a critical part in creating seamless, memorable, and emotionally engaging luxury experiences aligned with One&Only Palmilla standards. 

Reporting to the Rooms Division leadership, the Host Manager oversees the daily operation, performance, training, and development of all Hosts and Host Leaders, ensuring flawless execution of the Host Program and maintaining Forbes standards, internal luxury service standards, and exceptional guest satisfaction results. 

This role requires a highly visible, service-oriented, and detail-focused leader who can anticipate guest needs, personalize experiences, resolve concerns proactively, and inspire the team to consistently deliver intuitive and genuine hospitality. The Head Host is also responsible for ensuring operational coordination between departments to create smooth arrivals, departures, villa experiences, VIP stays, and special celebrations. 

The Head Host serves as a key ambassador of the resort’s culture and “Art of Hosting” philosophy, driving service excellence, emotional connection, and continuous improvement within the guest experience operation. 

About You 

• You are a passionate luxury hospitality leader with exceptional interpersonal skills and a strong commitment to guest experience excellence. You thrive in highly personalized service environments and understand the importance of emotional connection, attention to detail, anticipation, and operational coordination in creating unforgettable guest memories. 

• You are an inspiring leader who leads by example, coaches teams effectively, and creates a culture centered on genuine hospitality, accountability, and luxury service standards. 

• Proven leadership experience in luxury hospitality guest experience, Rooms Division, Butler, or Host operations.  

• Strong passion for personalized guest experiences and luxury service excellence.  

• Excellent communication, interpersonal, and emotional intelligence skills.  

• Strong understanding of Forbes standards and luxury hospitality expectations.  

• Ability to lead, motivate, coach, and develop high-performing Hosts teams.  

• Exceptional organizational and multitasking abilities in fast-paced environments.  

• Strong problem-solving and guest recovery skills.  

• Ability to anticipate guest preferences and personalize experiences proactively.  

• Excellent attention to detail regarding cleanliness, presentation, service standards, and operational execution.  

• Strong collaboration skills with Housekeeping, Front Office, Food & Beverage, Engineering, and other operational departments.  

• Experience managing guest satisfaction platforms and service performance metrics.  

• Positive, professional, and highly visible leadership style.  

• Bilingual English and Spanish required.  

• Luxury resort experience highly preferred.  

Key Responsibilities 

• Lead and oversee the daily operation of the Host Department, ensuring exceptional guest experiences and flawless service execution.  

• Ensure Hosts serve as the primary point of contact for guests throughout their stay, delivering seamless, personalized, and memorable experiences.  

• Drive the successful implementation and continuous improvement of the Host Program and the “Art of Hosting” philosophy.  

• Ensure all guest requests, preferences, and special arrangements are handled promptly, professionally, and proactively.  

• Coordinate personalized arrival, in-house, and departure experiences for all guests, including VIPs and special celebrations.  

• Lead daily pre-arrival meetings and coordinate closely with operational departments to ensure guest readiness and service alignment.  

• Monitor guest satisfaction metrics including ReviewPro, ALICE, guest feedback, response times, and Forbes standards compliance.  

• Conduct room inspections, VIP room checks, and operational audits to ensure luxury presentation and service standards are consistently maintained.  

• Supervise, coach, and develop Host Leaders, Hosts, and Host Assistants to ensure operational consistency and professional growth.  

• Prepare schedules, organize pre-shift briefings, and communicate operational priorities effectively with the team.  

• Ensure all Hosts maintain grooming, professionalism, and luxury service etiquette standards.  

• Anticipate guest needs and create highly personalized experiences before and during each stay.  

• Act as the primary escalation point for guest concerns, service recovery situations, and special requests.  

• Coordinate effectively with Housekeeping, Front Office, Engineering, Food & Beverage, and other departments to ensure seamless operations.  

• Ensure all service areas, guest-access areas, villas, and operational spaces maintain the highest cleanliness and presentation standards.  

• Support ongoing training, coaching, and development initiatives to strengthen service culture and operational performance.  

• Maintain accurate communication, operational follow-up, and service tracking through ALICE and other operational systems.  

• Foster a culture of collaboration, luxury service excellence, accountability, and emotional connection within the team.