Palace Host

About the Role

Join the esteemed team at Qasr Al Sarab Desert Resort by Anantara, a branch of the global luxury hospitality brand rooted in Thai culture. The Palace Host role is pivotal in delivering seamless and warm guest experiences by ensuring continuous assistance and personalized service for in-house guests. The position requires coordinating with multiple departments, maintaining stringent service standards, and upholding the highest levels of guest privacy and security.

Key Responsibilities

• Serve as a primary information and assistance source to guests throughout their stay.
• Develop strong relationships with guests to anticipate preferences and enhance recognition.
• Safeguard guests' privacy and security rigorously.
• Manage all arrival and departure formalities following the Palace Host SOP manual.
• Ensure flawless daily hotel operations and proactive coordination across departments.
• Be accountable for the proper use and maintenance of operational equipment and tools.
• Promote and upsell hotel rooms and ancillary services effectively.
• Address guest feedback promptly and efficiently.
• Apply discipline fairly and consistently within established guidelines.
• Collaborate closely with Food & Beverage, Housekeeping, Activities, and Spa teams to maximize guest satisfaction.
• Operate hotel buggies, requiring successful completion of the buggy driving test.
• Keep supervisors informed about issues or unusual events.
• Possess comprehensive knowledge of hotel services, departments, and outlets.
• Maintain the readiness and operation of palace host pantries at all times.
• Update and manage guest history records accurately.
• Foster communication between departments to handle requests and complaints efficiently.
• Implement corrective safety measures as needed to ensure safe work environments.
• Maintain effective departmental communication and provide feedback regularly.
• Anticipate and identify guest needs proactively.
• Uphold all policies described in the Palace Host Services SOP manual.
• Observe punctuality and adherence to departmental scheduling.
• Conform to grooming and uniform standards consistently.
• Follow all hotel and company policies including health and safety regulations.
• Establish seamless communication and cooperation with guest services and all hotel departments.
• Demonstrate full expertise with in-room services, amenities, and hotel operating system (Opera cloud).
• Perform thorough shift handovers and report maintenance faults promptly.
• Respond immediately to special guest requests and conduct daily quality checks.
• Proactively suggest improvements to enhance guest and staff satisfaction.
• Ensure special requests by families with children are met attentively.
• Assist in adherence to all standard service procedures meticulously.
• Confirm villa readiness and amenities prior to guest arrival, including chilled towels and welcome drinks.
• Provide villa orientation, packing/unpacking services, and promptly handle guest requests like urgent laundry or pressing needs.
• Serve villa guests in-room dining and address complaints about villa facilities.
• Provide services such as shoe shining, laundry, and pressing.
• Make restaurant recommendations and reservations.
• Update guest profiles daily and maintain villa cleanliness and appearance.
• Handle billing discrepancies immediately and report with proper explanation.
• Remain fully knowledgeable of company policies, safety, and emergency protocols.
• Consistently maintain top hygiene and cleanliness standards.

Qualifications and Experience

• Diploma in hotel management or related field from a recognized college.
• Prior experience in Front Office or Guest Services within luxury hotels is mandatory.
• Strong communication skills in English; multilingual abilities are advantageous.
• Proficiency in Front Office Systems is required.

Additional Information

This role requires relocation to a remote area. Candidates passionate about delivering impeccable luxury service and hospitality are encouraged to apply.