Palace Host (Seasonal- 6 Months)

Role Overview

Palace Host (Seasonal – 6 Months) at Qasr Al Sarab Desert Resort by Anantara, located in the United Arab Emirates.

Company Overview

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, founded in 2001 in Thailand. The brand embodies authentic hospitality inspired by the Sanskrit word meaning "without end," with a spirit of freedom, movement, and harmony. Anantara operates across the world in captivating locales including pristine beaches, private islands, ancient sites, and vibrant cities.

Role Purpose

To deliver exceptional guest experiences by providing attentive, personalized service to in-house guests, maintaining villa standards, coordinating seamlessly with all hotel departments, and ensuring all guest needs and requests are anticipated and fulfilled to the highest luxury standards.

Key Responsibilities

Guest Services & Engagement

• Provide continual sources of information, help, and assistance to all guests.
• Build rapport with in-house guests and maintain ongoing interaction to facilitate guest recognition and gather information about their preferences.
• Identify and anticipate guests' needs and requirements.
• Immediately action all special guest requests and requirements.
• Offer unpacking service on arrival and packing service for departure guests.
• Serve villa guests their in-room dining requests.
• Make restaurant recommendations and reservations.
• Offer shoe shine, laundry, and pressing services.
• Offer chilled towels and serve welcome drinks to guests on arrival.
• Complete a full villa orientation for guests on arrival.
• Ensure all special requests are met, with particular reference to families visiting the resort with children.
• Respond to guest requests such as urgent laundry or pressing requirements.
• Handle guest feedback efficiently.
• Attend to guest complaints regarding villa facilities.

Villa Operations & Maintenance

• Ensure all arrival villas are checked and ready prior to guest arrival.
• Ensure all amenities are in place according to guest remarks and profile.
• Constantly check the appearance and cleanliness of villas.
• Maintain the highest levels of hygiene and cleanliness at all times.
• Take full responsibility for all operating equipment and working tools.
• Report any maintenance faults according to stated procedures.
• Conduct daily standard and quality checks.
• Be constantly on the alert for irregularities in the handling of amenities.
• Use good judgment in determining usage of hotel amenities.
• Ensure the Palace Host pantries are maintained and operationally prepared at all times.

Guest History & Communication

• Maintain and protect the privacy and security of in-house guests.
• Update and maintain all guest history files.
• Update guest profiles on a daily basis.
• Maintain open line of communication and coordinate with related departments to ensure customer requests and complaints are handled effectively and efficiently.

Arrival & Departure Procedures

• Ensure all guest arrival and departure procedures are completed as defined in the Palace Host Services SOP manual.
• Ensure a full and complete shift handover.

Department Coordination

• 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.

Operations Management

• Ensure smooth operations at all times.
• Coordinate all operations in order to exceed guest expectations.
• Ensure a full and complete shift handover.
• Maintain a high level of communication and feedback within the department.
• Be continually proactive within all areas of operation.

Safety & Compliance

• Take corrective actions when required to improve safety of all work areas.
• Maintain full understanding and knowledge of all in-room services, amenities, and functions.
• 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.
• Must be familiar with all company policies and procedures relevant to the position.

Supervision & Reporting

• Keep the immediate supervisor or 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 at all times to departmental grooming and uniform standards.
• Make and recommend to senior management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.
• Perform other duties and responsibilities as assigned by senior management.

Financial Management

• Upsell all rooms and other services in the hotel.
• Handle all discrepancies in guest billing immediately; all discrepancies or voids should be countersigned with an acceptable explanation or brought to the attention of senior management.

Transportation & Equipment

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

Hotel 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.
• Assist in assuring all standard service procedures are adhered to and carried out in detail.
• Carry out specific duties or tasks assigned within a specific timeframe.

Guest Discipline & Standards

• Employ discipline as required utilizing consistency, fairness, and respect within the framework of established guidelines.

Qualifications & Experience

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

Skills & Competencies

• Good communication skills.
• Fluency in written and spoken English; multilingual speaking is an advantage.

Additional Information

• Contract type: Seasonal, 6 months.
• Must pass buggy driving test.