As a Host you will be the first point of contact for guests, ensuring a warm and professional welcome and a smooth check-in/check-out process. You will provide essential information about the properties, assist guests throughout their stay, and address any inquiries or issues they may have. The role involves a strong focus on customer service, helping to ensure that every guest enjoys an exceptional and memorable experience.
Greet guests upon arrival, offering a friendly and professional first impression of the company and the holiday homes.
Provide guests with a brief tour of the property, explaining key features such as amenities, house rules, security protocols, and check-out procedures.
Act as the main point of contact for guest inquiries via phone, email, or messaging platforms.
Facilitate a smooth and efficient check-in process, including confirming booking details, obtaining any necessary documentation, and ensuring guests are satisfied with the property condition.
Respond to guest questions or concerns promptly, providing accurate information about the property, local attractions, and available services.
Address any guest complaints or maintenance issues during their stay, coordinating with the operations and maintenance teams to resolve problems quickly and efficiently.
Maintain ongoing communication with guests throughout their stay to ensure their needs are met and to enhance their overall experience.
Manage the guest check-out process, ensuring all belongings are collected, keys are returned, and the property is in good condition.
Encourage guests to provide feedback or reviews about their experience, relaying any comments to the relevant departments to continually improve service.
Conduct property inspections before and after guest stays to ensure that all homes are well-maintained, clean, and ready for the next guests.
Report any damage, maintenance, or cleanliness issues to the operations team and ensure timely resolution.
Assist in managing property inventories, including linens, toiletries, and other guest supplies, to ensure that all properties are fully stocked for each stay.
Strive to provide outstanding customer service at all times, anticipating guest needs and delivering personalized service to create memorable experiences.
Build positive relationships with guests, encouraging repeat bookings and fostering long-term relationships with the company.
Collaborate with housekeeping, maintenance, and reservations teams to ensure seamless communication and operations.
Coordinate guest arrivals and departures to optimize scheduling.
Communicate guest feedback and any operational concerns to the Operations Manager for continuous improvement of services.
Requirements
A Bachelor's degree in Hospitality Management, Tourism, Communication, or a related field is often preferred, but not always required.
Fresh graduates are encouraged to apply.
Excellent verbal communication for greeting guests and assisting with inquiries.
Friendly and approachable demeanor, with a focus on providing a positive experience for guests.
Capable of handling multiple tasks simultaneously, such as seating guests, managing
reservations, and assisting other staff members.
Ability to manage reservations, track guest flow, and coordinate seating efficiently.
Ability to handle guest complaints or issues calmly and professionally.
Ensuring accurate guest information and maintaining smooth operations.
A friendly, outgoing attitude that makes guests feel welcomed and valued.
Ability to work well with other team members, including servers, managers, and kitchen staff.
Comfortable in a fast-paced environment and flexible to changes in guest needs.
Presentable and polite, reflecting the company’s brand and values.
