Job description
Role Overview
Senior Host/Hostess at Viya (wasl Hospitality & Leisure), a leading golf and hospitality management group operating championship golf courses, award-winning restaurants, premium leisure facilities, and entertainment concepts across the UAE. This position is based in the Front Office department at Topgolf Dubai.
Company Overview
Viya is the UAE's leading golf and hospitality management group, operating a portfolio that includes Emirates Golf Club, Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, Tiger Strikes, and recreation brands such as Viya Fit and Viya Padel. As part of wasl Hospitality & Leisure, Viya is recognised as a guardian of golfing heritage and a leader in modern hospitality. Operations are underpinned by the Viya App, a loyalty-driven platform that integrates bookings, rewards, and spendable benefits across the portfolio. Viya employs a thriving, multicultural workforce representing over 80 nationalities, including both Emiratis and expatriates.
Role Purpose
The Senior Host/Hostess ensures best-in-class hospitality is provided to guests in the lobby at Topgolf. The role works alongside Check-in Associates, exemplifying Topgolf's Core Values of Fun, One Team, Excellence, Edgy Spirit, and Caring, while orchestrating a smooth guest journey from welcome through bay assignment and reducing wait times.
Key Responsibilities
Pre-Shift Preparation
- Complete all pre-shift duties.
- Verify all reservations are entered in the system.
- Ensure the front desk has a working, charged radio for the shift.
- Confirm Guest runners are set up and able to communicate.
- Provide Check-in Associates with an up-to-date pre-shift briefing including event names and locations.
- Identify wait or no-wait status of the venue.
Guest Service & Hospitality
- Provide outstanding guest service with hospitality while quickly moving guests into bays to improve bay turn times and reduce wait times.
- Greet guests with a Wide Open Welcome.
- Explain bay preferences and select bays efficiently.
- Capture guest needs such as two-bay parties.
- Ensure VIP guests and platinum members receive VIP treatment.
- Discover the occasion and pass special occasion information to the Manager on Duty so the team can create a moment that matters.
- Assume responsibility for a smooth guest journey from welcome at the door through handover to a Bay Host in the bay.
- Work across all stations in the lobby if needed.
Waitlist & Communication Management
- Populate the waitlist manager with member and non-member details.
- Ensure clear communication with the bay planner when on a wait to provide guests with accurate wait time quotes.
Mission, Values & Service Standards
- Demonstrate awareness of Topgolf Mission, Vision, and Core Values.
- Apply the 4 Service Targets throughout serving internal and external customers.
IT Security Awareness
- Read, understand, and comply with all applicable Information Security Policies and Procedures of wasl DG.
- Cooperate, coordinate, and share information with Internal and External Audit teams as appropriate and applicable.
- Attend Information Security Awareness sessions conducted by the wasl IT Department.
- Report all Information Security breaches, events, weaknesses, and incidents (actual or suspected) immediately to the IT Service Desk.
Ancillary Duties
- Participate in various extra activities contributing towards individual and organizational growth in line with the club's continuous improvement efforts.
- Represent the department or a group in various committees, such as Staff Committee, Green Theme (environmental), Food Committee, Sport Committee, or projects.
- Receive training as a Fire Marshall or First Aider as requested.
Additional Information
- Reports to: Hospitality Manager or Assistant Hospitality Manager.
- Supervises: Not applicable.
- Department: Front Office.