Palace Host

Role Overview

Palace Host position at Qasr Al Sarab Desert Resort by Anantara, a global luxury hotel and resort brand rooted in Thai culture. The role is based in a remote desert location requiring relocation.

Company Overview

Anantara Hotels & Resorts is a global luxury hotel and resort brand founded in 2001 in Thailand, rooted in Thai culture with an intrinsic sense of authentic hospitality. The brand name is inspired by the Sanskrit word meaning 'without end', embodying freedom, movement, and harmony. Anantara operates across the world in captivating locales including pristine beaches, private islands, ancient sites, and vibrant metropolises, offering a career for those driven by a passion for generosity, warmth, and heartfelt hospitality.

Role Purpose

To deliver exceptional guest experiences by serving as the primary point of contact for villa guests, managing their arrival and departure procedures, anticipating and fulfilling their needs, and maintaining seamless coordination across all hotel departments to ensure smooth and memorable stays.

Key Responsibilities

Guest Services & Experience

• Ensure continual source of information, help, and assistance to all guests.
• Build rapport with in-house guests on the floor and maintain interaction to facilitate guest recognition and obtain information regarding their preferences.
• Identify and anticipate guests' needs and requirements.
• Immediately action all special guest requirements and requests.
• Ensure all special requests are met, with particular reference to families visiting the resort with children.
• Respond to guest requests including urgent laundry and pressing requirements.
• Offer unpacking service on arrival and packing service for departure guests.
• Offer shoe shine, laundry, and pressing service.
• Make restaurant recommendations and reservations.
• Serve villa guests their in-room dining requests.
• Attend to guest complaints of villa facilities.

Arrival & Departure Operations

• Ensure all guests' arrival and departure procedures are completed as defined in the Palace Host Services SOP manual.
• Ensure all arrival villas are checked and ready prior to guest arrival.
• Ensure all amenities are in place as per remarks and profile of guest.
• Offer chilled towels and serve welcome drinks to guests on arrival.
• Complete a full villa orientation for the guest on arrival.
• Ensure a full and complete shift hand over.

Guest Privacy & Security

• Maintain and protect the privacy and security of in-house guests.
• Maintain open line of communication and coordinate with related departments to ensure customer requests and complaints are handled effectively and efficiently.

Operations & Maintenance

• Ensure smooth operations at all times.
• Coordinate all operations to exceed guest expectations.
• Take full responsibility for all operating equipment and working tools.
• Ensures the Palace Host pantries are maintained and operationally prepared at all times.
• Conduct daily standard and quality checks.
• Constantly check the appearance and cleanliness of villas.
• Report any maintenance faults according to stated procedures.
• Take corrective actions when required to improve safety of all work areas.
• Be constantly on the alert for irregularities in the handling of amenities.
• Use good judgement in determining usage of hotel amenities.
• Maintain the highest levels of hygiene and cleanliness at all times.

Guest Feedback & Complaints

• Handle guest feedback efficiently.
• Maintain open line of communication and coordinate with related departments to ensure customer requests and complaints are handled effectively and efficiently.

Sales & Service Coordination

• Upsell all rooms and other services in the hotel.
• Liaise closely with Guest Experience, Food & Beverage, Housekeeping, Activities, and Spa departments.
• Establish and maintain seamless interaction, cooperation, and communication with all guest services operations and hotel departments.

Billing & Administration

• Update and maintain all guest history files.
• Update guest profile on daily basis.
• Handle all discrepancies in billing of guest immediately.
• Ensure all discrepancies or voids are countersigned with an acceptable explanation or brought to the attention of senior management.

Systems & Knowledge

• Be fully proficient and knowledgeable with the hotel operating system (Opera Cloud).
• Have full comprehensive knowledge of the hotel, including all departments, services, and outlets.
• Have full understanding and be knowledgeable of all in-room services, amenities, and functions.

Compliance & Reporting

• Keep the immediate supervisor and Duty Manager fully informed of all problems or unusual matters of significance.
• Report on duty punctually and in accordance with the department duty roster.
• Adhere to all policies and procedures as stated in the Palace Host Services SOP manual.
• Adhere to all hotel and company policies and procedures.
• Adhere to all hotel health and safety policies.
• Be fully versed in safety and emergency procedures.
• Adhere at all times to departmental grooming and uniform standards.
• Employ discipline as required utilizing consistency, fairness, and respect within the framework of established guidelines.

Professional Development

• Make and recommend to senior management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.
• Maintain a high level of communication and feedback within the department.
• Be continually proactive within all areas of operation.
• Carry out specific duties or tasks assigned within a specific time frame.
• Perform other duties and responsibilities as assigned by senior management.

Equipment Operation

• Require driving hotel buggies and pass the buggy driving test.

Qualifications & Experience

• College diploma in hotel management or related field.
• Previous experience in Front Office or Guest Services.
• Luxury hotel experience is required.

Skills & Competencies

• Good communication skills.
• Experience with Front Office Systems.
• Fluent in written and spoken English; multilingual speaking is an advantage.
• Full understanding and knowledge of all in-room services, amenities, and functions.
• Proficiency and knowledge with the hotel operating system (Opera Cloud).
• Knowledge of all company policies and procedures relevant to the position.
• Familiarity with safety and emergency procedures.

Additional Information

• Relocation to remote area required.