Team Leader, Guest Relations/Hosts

About the job
( 7560 )

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.

Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality 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.

About The Role

Guest Relations/Hosts Team Leader is responsible to manage pre-arrival, in house and post stay stages of guest. Guest Relations/Hosts Team Leader is responsible for the all the hosts, making sure that guests receive personalised top-notch service from the hotel. Guest Relations/Hosts Team Leader is responsible to ensure that all guests’ expectations are met, and exceeded, throughout their stay at the resort. Guest Relations/Hosts Team Leader must be familiar with all resort standards, policies, and procedures to ensure daily operations is run effectively and efficiently. To be familiar with all the resort facilities, restaurants, local attractions, and other points of interest, in order to be able to promote and answer all enquiries concerning services and highly diversified queries from guests.

Key Duties and Responsibilities

Run day to day operations of Guest Relations/Hosts department, ensuring the quality standards and meeting the expectations of the guests daily.
Ensure that all daily follow-ups of the Guest Relations/Hosts department are recorded and monitored, sorted and completed based on urgency, nature and priority.
Check that all e-mails received are replied to according Forbes Standards.
Utilize guest profiles, correspondence, and previous histories to ensure requirements are communicated and met prior to guest arrival.
Cooperate with other hotel departments to make sure the work is planned and organized efficiently.
Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example;
Check compliance with LQA & Forbes standards related to duties and conduct regular LQA & Forbes standards checks to the Guest Relations/Hosts team.
Understanding employee positions well enough in order to perform duties, while their absence.
Maintain a strong working relationship with all the department to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Serve as a leader in displaying outstanding hospitality skills, such as excellent verbal and communicational skills, while having organizational skills with attention to details.
Ensure compliance with all policies, standards, and procedures and address deviations.

Skills, Qualifications And Requirements

Previous experience as Head of Butlers or Head of Hosts or Guest Relations Management in a five-star environment for a minimum of 2 years
Excellent knowledge of English
Computer literate, knowledge of MS Office, Excel and Opera is essential
Able to work well under pressure and be able to multi-task
Business or Management qualifications are desirable

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.