Job Description
Summary of the duties and responsibilities:
- Lead the villa host team in delivering outstanding, personalized service to all guests throughout their stay
- Conduct regular check-ins with guests to gather feedback and address any issues promptly, ensuring a seamless guest experience.
- Tailor services and amenities to meet specific guest preferences, coordinating with other departments as needed.
- Handle any guest complaints or concerns with professionalism and empathy, providing quick resolutions.
- Recruit, train, and supervise a team of villa hosts, ensuring high standards of service are consistently met.
- Develop training programs for villa hosts, focusing on service excellence, cultural sensitivity, and attention to detail.
- Conduct regular performance reviews and offer constructive feedback to improve staff performance and morale.
- Oversee villa readiness before guest arrivals, coordinating with housekeeping and maintenance to ensure impeccable conditions
- Liaise with the resort's concierge, culinary, housekeeping, and maintenance teams to fulfill special guest requests and maintain operational excellence
- Maintain up-to-date knowledge of resort facilities, activities, and special events to provide relevant recommendations to guests.
- Identify and promote upselling opportunities for villa amenities, special services, and resort experiences
- Prepare and analyze reports on guest satisfaction, villa occupancy, and host team performance to share with management
- Implement initiatives to improve efficiency and enhance guest experience based on feedback and data
- A warm, engaging personality with a genuine passion for hospitality and guest satisfaction.
- Strong problem-solving abilities, with a proactive and flexible approach.
- Cultural sensitivity and the ability to work effectively with a diverse team and international clientele.
Qualifications
- At least bachelor's degree
- At least 5 years experience in work with luxury resorts.
- Effective telephone communication skills, and proficiency in MS Office applications such as Word, PowerPoint, and Excel, Opera.
- Fluency in English (written and spoken).
- Must currently hold the role applying for.
- Must have a stable career history
- Trackable references to support the role applied for.
