Job Summary
The Villa Host is responsible for providing personalized service to guests demonstrating true luxury brand experience from pre-arrival do departure by eensuring the comfort, satisfaction, and overall positive experience of guests staying at the villa. The role is expected to display the most exceptional customer service in creating a welcoming atmosphere for guests.
Job Responsibilities
Greet arriving guests, provide a warm welcome, and facilitate the check-in process efficiently. Liase with reservations and guests pror to their arrival to establish their needs and special requests, accordingly.
Offer assistance and information to guests about the villa amenities, nearby attractions, and activities to enhance their stay. Ensure to contact guests to confirm their briefing about the facilties like spa and other facilities.
Build positive relationships with guests, address their inquiries, and promptly respond to requests or concerns and maintain seamless interactions with them in order to facilitate guest recognition, obtain preferences, anticipate any needs and proactively action all requests and requirements.
Ensure that all due payments are obtained and cleared in a timely manner as well as foreign exchanges and cash are paid in compliance with guidelines.
Offer personalized concierge services, such as booking reservations, F&B orders, arranging transportation, laundry services, and providing recommendations for local dining and entertainment.
Listen attentively to guest complaints or issues, and take immediate action to resolve them in a professional and courteous manner. To make a positive impact, taking personal responsibility and initiative to resolve issues always ensuring clear communication with all guests as well as colleagues at all times.
Stand on top of coordinating outstanding issues with related departments such as housekeeping, engineering and ensure that the highest standards are maintained without compromising quality and reputation of the brand.
Coordinate and fulfill special requests from guests, such as room setup, floral arrangements, or specific amenities, in friendly, effecient, accurate and polite manner always.
Facilitate the smooth check-out process, bid farewell to departing guests, and assist with any final inquiries or assistance.
Seek guest feedback and reviews to identify areas for improvement and maintain high-quality service standards.
Ensure the safety and security of guests and their belongings during their stay and have complete understanding of and adherance to the villa's plocies related to fire, hygiene, health and overall safety.
Promote additional villa services, packages, or promotions to guests to enhance their experience and increase revenue, as well as promote ideas and suggestions to enhance operational/environmental procedures within the premises.
Job Knowledge & Skills
Exceptional interpersonal and communication skills to engage and interact with guests effectively.
Strong organizational skills to manage guest requests and multiple tasks simultaneously.
A positive and proactive attitude to anticipate guest needs and provide personalized service.
Problem-solving skills to handle guest inquiries and complaints with diplomacy and efficiency.
Flexibility to work varying shifts, including weekends and holidays, based on guest arrival and departure schedules.
Proficiency in local language(s) and fluency in English. Knowledge of other languages is a plus.
Knowledge of the local area, attractions, and points of interest for providing relevant recommendations to guests.
Professional appearance and demeanor to represent the villa in a welcoming and respectful manner.
Job Experience
Minimum of 2 years of relevant working experience in relevant industry.
1 year GCC experience is a plus.
Competencies
Accountability
Collaboration
Customer Interaction L2
Guest Relations L2
Hotel Management Standards and Procedures L2
Leadership
Product and Service Knowledge L2
Quality
Reservation Management L2
Resilience
Education
Bachelor's Degree in Hospitality or any related field
Power International Holding (PIH) is a diversified business conglomerate, grouped into 5 main sectors: General Contracting, Agro-Food Industries, Real Estate Development, Lifestyle (Hospitality, Entertainment & Catering) and General Services. To ensure the sustainability and success of each businesses within the various sectors, we are committed to providing every entity with the tools and resources together with the central functional support to enable development and growth. We work in specialization, to ensure that each business strives to achieve the organization’s objectives and goals. Grouping is done through focus and trade excellence of organization leaders who proactively work together in multi-disciplinary groups, ensuring that each business thrives and flourishes.
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