Head Host
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Key skills for this role
About the Role
KERZNER INTERNATIONAL LIMITED seeks a Head Host to supervise and guide the Host/Butler team at One&Only Royal Mirage in Dubai. The role involves delivering personalized VIP service, training team members, and coordinating with multiple departments to ensure exceptional guest experiences.
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
- Oversee in room check ins/check outs and butler services
- Handle guest complaints and record issues in tracking system
- Coordinate with F&B, Housekeeping, Concierge, and Front Office
Requirements
- Experience in supervising a host/butler team in luxury hospitality
- Knowledge of LQA and Forbes service standards
- Strong interpersonal and communication skills
- Ability to train and develop team members
Full Job Posting
Company Overview
- At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth.
- One&Only Royal Mirage is a sanctuary of traditional splendour in New Dubai.
Key Duties and Responsibilities
- Supervise, guide, and support the Host/Butler team to deliver exceptional, personalized service to all guests.
- Encourage and build mutual trust, respect, and cooperation among team members.
- Ensure grooming standards and professional behavior are maintained across the team.
- Conduct daily briefings and coordinate shift handovers to ensure seamless service delivery.
- Train, coach, and develop team members, ensuring all hosts follow standard operating procedures and service standards (LQA and Forbes).
- Oversee and ensure that each assigned guest receives personalized service tailored to their preferences and needs throughout their stay.
- Personally welcome VIP and high profile guests with warm, professional greeting and escort them to their suite or villa.
- Supervise and ensure proper in room check ins/check outs and delivery of signature butler services (e.g., unpacking, shoeshine, bath preparation).
- Maintain high visibility in public areas to engage guests and proactively manage their experience.
- Anticipate guest needs and ensure all requests, amenities, and preferences are fulfilled and refreshed daily.
- Ensure villas/suites are fully prepared and set up according to guest preferences before arrival.
- Conduct quality checks of room readiness, including amenities and cleanliness, especially for VIPs and special occasions.
Additional Duties
- Monitor and ensure cleanliness and order in all assigned areas.
- Guarantee readiness of tools and equipment at the beginning of each shift.
- Establish positive relationships with guests while maintaining a professional demeanor.
- Handle guest complaints promptly, follow up effectively, and record all issues in the guest response tracking system.
- Collect guest preferences and feedback throughout the stay to continuously improve service delivery.
- Communicate and follow up on guest preferences and needs with all relevant departments in a timely and effective manner.
- Coordinate with F&B, Housekeeping, Concierge, Front Office, and other departments to ensure seamless delivery of services.
- Communicate guest arrivals, preferences, and requirements daily to relevant teams.
- Follow up on restaurant bookings, dietary requirements, transportation, and activity schedules for guests.
- Be fully knowledgeable of local area concierge services and resort facilities to assist and upsell effectively.
- Ensure all Hosts adhere to resort policies, service standards (including LQA and Forbes), and safety procedures.
- Monitor service delivery to ensure it meets or exceeds guest expectations daily.
Host Duties
- Ensure proper documentation and reporting of all guest related interactions and handovers.
- Perform regular Host duties when required, including in room check in/check out, wake up call with tea/coffee service, welcome drinks and towel presentation, unpacking/packing service, shoeshine, cigar, and aromatic bath services, In Room Dining service assistance, and delivery and setup of guest re
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