Guest Experience Host

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.

Job Summary

The Host is expected to have an excellent service attitude, sense of urgency, be organized, diligent, dynamic, always presentable and work well under pressure. It is expected from the Host to maintain a polite and professional interpersonal relationship with both colleagues and guests. The Host is also expected to have a critical eye for details in terms of cleanliness and hygiene for all guestrooms, working spaces or Resort surroundings. It is expected from the Host to highly possess customer service-oriented skills and developed emotional intelligence.

The Host is considered the connection between the Resort and the Guests, overseeing all Guests' needs during the stay and assisting them with reservations, special events, refreshment center preferences, room orientation, guest laundry cleaning services, packing, unpacking of their luggage. The most important duty of the Host is to go beyond service basics, anticipate and create everlasting memories for our Guests.

The Host ensures accountability for driving work behaviors, results and revenue of every team-member which aid in the overall development and success of Guest Satisfaction and revenue generation, through coordination, anticipation, communication, and control of all aspects of day-to-day activities, wishes, needs and movements of our Guests. The Host is and always acts as a true ambassador for the brand and for our values performing and acting as an example and role model for all colleagues. The Host is to be and act as the personal assistant and concierge to our Guests.

Key Duties and Responsibilities

1. Development
   • Carries out any assigned task with honesty, transparency, and integrity.
   • Maintain polite and professional interpersonal relationship with both colleagues and guests.
   • Demonstrate ability to communicate effectively.
   • Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests' whereabouts.
   • Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues.
   • Conduct and participate in team meetings and induction of new employees.
   • Conduct a pre-shift briefing under the supervision of a departmental leader.
   • Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage.
   • Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues' skills, knowledge etc.
2. Product
   • Act as One&Only brand Ambassador always.
   • Adhere to company ethics & antibribery policies.
   • Understand, instill, and live the Company Philosophy.
   • Ensure compliance with all brand standards, OO markers, quality standards, and SOP.
   • Always maintain workplace discipline in accordance with company philosophy, policies, and procedures.
   • Demonstrate an ability to maintain confidentiality and privacy.
3. Operations
   • Show a personal interest for each of our guests and an authentic goal of being there in any moment.
   • Respond to guest calls for Guest Service within 5 minutes.
   • Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle.
   • Ensure the appropriate communication and guest understanding of the QR codes among the Resort.
   • Ensure housekeeping services are performed within timeframes requested by guests.
   • Ensure to make himself/herself visible to the assigned guests to facilitate connection with the guest.
   • Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite).
   • Present options and alternatives to guests and help in making choices.
   • Inform the guest about any in-house events [closed areas, fireworks, etc.] that might disturb the guest stay.
   • Use suggestive selling techniques to sell rooms and to promote other services of the resort.
   • Know the location and types of available rooms as well as the activities and services of the property.
   • Deliver guest's folios and confirmation letters to guestrooms.
   • Become well versed on the guest folios to better discuss and resolve any guest questions or concerns.
   • Fully trained on the usage of all the necessary operational systems such as (Opera, Alice, POS, SAGA).
   • Actively manage and record guest preferences and communicate to relevant departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.).
   • Complete the Daily Log in ALICE Platform.
   • Utilize the SAGA System to provide detailed guest profiling for future reference and service.
   • Monitor different types of communication processes and provide structured, consistent support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals.
   • Confirm daily guest agenda and efficiently organize | reserve new activities | restaurant booking | treatments or other.
   • Capably operate Internet access and multimedia systems and assist guests with their devices' connections.
   • Fully Trained in First Aid and Safety Protocols.
   • PPE (Personal Protective Equipment) provided by the Resort must always be used.
   • Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed.
   • Responsible for the disinfection, cleanliness, and proper function of the assigned golf cart(s).
   • Ensure that disinfection as per standards has been performed, noting it with the appropriate signage.
   • Inspect and sanitize all equipment that our guest may need to ease their stay.
   • Coordinate the delivery of any item requested by the guest and in cooperation with the other departments.
   • Plan snacks and fruits based on guest preferences; diligently register details in SAGA.
   • Prepare coffee station accordingly to guest preferences (based on individual property).
   • Prepare coffee at the perfect pantry as guest would require it.
   • Enquire guests about preferred timeframes for the housekeeping services upon arrival and/or throughout their stay to ensure minimum physical contact.
   • Coordinate with supervisors and housekeepers the service of the occupied, departing and arriving rooms, based on timeframes and requests.
   • Ensure the Coordination of the housekeeping daily cleaning and turndown services.
   • Coordinate the turndown service operations in collaboration with the PM Supervisors.
   • Use the radios as per the standard of communication established by the Resort.
   • Report Lost and Found property according to Policy & Procedure.
   • Coordinate and ensure Maintenance requests and repairs are completed in a timely and professional manner.
   • Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget.
   • Maintain standardized use of radio and mobile as per established by the Resort.
   • Drive and support revenue generation.
4. Quality
   • Improve guest satisfaction.
   • Improve efficiency and timeliness of service.
   • Consistently improve the quality of service.
   • Effective in complaint handling and problem resolution.
   • Protect our guests' interest to ensure customer satisfaction.
   • Monitor guest whereabouts and agenda while at the Resort to ensure an appropriate and timely response to any last-minute request.
   • Sole point of contact for the assigned guests or any guest, and ambassador for the brand.
   • Ensure special requests are met prior to guest arrival.
   • Perform guest in-room check-in process including room orientation.
   • Introduce and accommodate guest luggage as per standard.
   • Offer, and perform if agreed, personalized services such as packing and unpacking, guests' belongings tidy up, clothes pressing, laundry management, shoe-shining, among others.
   • Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
   • Coordinate and ensure guests' services such as spa appointments, dining reservations or activities bookings, among others.
   • Create extra special moments for guests at every opportunity, including recognizing celebrations such as birthdays and anniversaries, among others.
   • Ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard.
   • Ensure that in-room amenities are displayed as per standards.
   • Inspect arriving guestrooms after housekeeping cleaning.
   • Inspect guestroom(s) after housekeeping daily and evening service is completed.

Skills, Experience & Educational Requirements

• Education: High School completed; University Degree is a plus.
• Minimum experience: 2 years.
• Language:
• Computer savvy.
• Proficiency in MS Office and Micros Opera PMS is required.
• ALICE & SAGA Platform previous experience is desirable.
• Exceptional communication and interpersonal skills.
• Folios and billing knowledge are desirable.
• Knowledge in luxury products, service, and brands.
• Guest drive, team player, flawless communicator, passionate, well organized, detail-oriented.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.