Guest Experience Host

Guest Experience Host
(15637)

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

**The Host is expected to have an excellent service attitude, sense of urgency, be organized, diligent, dynamic, always presentable and works 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 is to be the sole point of contact for our guests. Assisting our Guests in organizing, coordinating, communicating, checking, and confirming daily activities, routines, special occasions, and other needs and wishes. Responsible for converting our Guests wishes and needs into reality by coordinating with the resort operation ensuring all requests are fulfilled and Guest expectations are exceeded in a timely, efficient, and cost-effective manner.

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 co-ordination, 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 assistance and concierge to our Guests.

**Key Duties and Responsibilities**

**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.

**Product**
- Act as One&Only brand Ambassador always
- Adhere of company ethics & antibribery policies
- Understand, instill, and live the Company Philosophy
- Ensure compliance with all brand standards, OO markers, quality standards, and SOP
- Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
- Demonstrate an ability to maintain confidentiality and privacy

**Operations**
- Showing 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 infor