Villa Host

Essential Functions

Success in this role will be measured by the following main functions and duties.

Guest Experience & Personalized Service

• Anticipate guest needs and preferences to exceed expectations.
• Serve as the primary contact person throughout the guest's stay.
• Build strong relationships with guests through professional, attentive, and personalized interactions.
• Ensure all guest requests are handled promptly and efficiently.
• Welcome guests upon arrival and provide a personalized orientation of the Pool Villa.

Arrival, Stay & Departure Services

• Ensure seamless check-in and check-out experiences.
• To contact guests 3 to 5 days before arrive, to obtain guest's preferences.
• Coordinate pre-arrival arrangements and special requests.
• Ensure all the guest amenities and special requests are in the Pool Villa prior to guest arrival.
• Work on enhancing the guest experience initiatives.
• Ensure that the problems are tackled in a timely manner and those which could not have immediate solutions are reported and followed through.
• Assist with anything guests need, from spa and restaurant bookings, to dietary preferences, excursion or to organise surprises for special occasions.
• Manage unpacking and packing services (where applicable).
• Arrange buggy service, transportation, excursions, restaurant reservations, and activities.
• Coordinate departure arrangements, including luggage assistance and airport transfers.

Food & Beverage Services

• Food and beverage knowledge and service standards included but not limited to: room service presentations, romantic dinner and outlet menu's.
• Coordinate in-room dining and special dining experiences.
• Set up private dining experiences when required.
• Serve beverages and refreshments according to hotel standards.
• Ensure guest dietary preferences and allergies are communicated.

Coordination & Communication

• Work along with Front Office Manager / Assistant Front Office Manager on villa allocation accordingly to preferences of the guests.
• Inspect the clean status of the Pool Villa for all arrivals in coordination with Housekeeping.
• Coordinate departure arrangements, express check out and including luggage assistance.
• Demonstrate and ability to interact at a high level with all the managers and staff of the hotel.
• Liaise with Housekeeping, Engineering, Food & Beverage, Spa, Recreation, and Front Office teams.
• Monitor guest preferences and update guest profiles in the property management system.
• Follow up on all guest requests until completion.
• Handle guest complaints professionally and ensure timely resolution.

Administrative Duties

• Maintain a complete knowledge of facilities, excursions, timing and products of the hotel.
• Be aware of the general activity and special events in the Hotel.
• Ensure that the standards of the company are maintained at a superior level on a daily basis.
• Monitor and ensure that the pantries, service buggy and areas are clean and well maintained.
• Attend pre-shift meetings to review all information pertinent to the on day arrivals, departures, occupancy, events, etc.
• Address any potential opportunities or concerns with clear directions and actions.
• Maintain accurate records of guest requests and preferences.
• Maintain confidentiality of all guest information.
• Be fully conversant with promotions, rate and packages & benefits.
• Review arrival and departure reports.
• Monitor closely the inventories.
• Adhere with grooming standards.