Head Host
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Key skills for this role
About the Role
One&Only Royal Mirage seeks a Head Host to supervise the Host/Butler team and deliver exceptional personalized service to guests. The role involves training, quality checks, handling VIP guests, and coordinating with departments.
Key Skills for This Role
Responsibilities
- Supervise, guide, and support the Host/Butler team to deliver exceptional service
- Conduct daily briefings and coordinate shift handovers
- Train, coach, and develop team members on SOPs and service standards
- Personally welcome VIP and high profile guests and escort them to their suite or villa
- Supervise in room check ins/check outs and delivery of butler services
- Maintain high visibility in public areas to engage guests
- Anticipate guest needs and ensure requests are fulfilled
- Conduct quality checks of room readiness for VIPs and special occasions
- Handle guest complaints promptly and record in tracking system
- Coordinate with F&B, Housekeeping, Concierge, Front Office for seamless service
Requirements
- Successfully completed A levels
- Minimum 2 years experience in a Call Center in acknowledged Resorts or Hotels
- Speaks English fluently
- Experience in Opera PMS, Microsoft Office, Seven rooms, Guest messaging Hub & Alice preferable
- Good verbal and written communication skills
- Passion for customer care
- Ability to work under pressure and react quickly
- Analytical skills
- Flexibility with shift patterns and overtime
Full Job Posting
Key Duties and Responsibilities
- Supervise, guide, and support the Host/Butler team.
- Encourage mutual trust, respect, and cooperation among team members.
- Ensure grooming standards and professional behavior are maintained.
- Conduct daily briefings and coordinate shift handovers.
- Train, coach, and develop team members on SOPs and service standards (LQA and Forbes).
- Oversee personalized service for each assigned guest.
- Personally welcome VIP and high profile guests.
- Supervise in room check ins/check outs and butler services.
- Maintain high visibility in public areas.
- Anticipate guest needs and ensure requests are fulfilled.
- Ensure villas/suites are prepared according to guest preferences.
- Conduct quality checks of room readiness.
Skills, Experience & Educational Requirements
- Successfully completed A levels.
- Diploma, Hotel Management an advantage.
- Minimum 2 years experience in a Call Center in acknowledged Resorts or Hotels.
- Speaks English fluently.
- Experience in Opera PMS, Microsoft Office, Seven rooms, Guest messaging Hub & Alice preferable.
- Good verbal and written communication skills.
- Passion for customer care.
- Excellent interpersonal and Guest management skills.
- Ability to work under pressure and react quickly.
- Analytical skills.
- Flexibility with shift patterns and overtime.
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