Villa Host

Company: The Palace LXR Hotels & Resorts

Location: QA

Job Summary

The Villa Host is responsible for providing personalized service to guests demonstrating true luxury brand experience from pre-arrival to departure by ensuring the comfort, satisfaction, and overall positive experience of guests staying at the villa. The role is expected to display the most exceptional customer service in creating a welcoming atmosphere for guests.

Job Responsibilities 1

Greet arriving guests, provide a warm welcome, and facilitate the check-in process efficiently.

Liaise with reservations and guests prior to their arrival to establish their needs and special requests, accordingly.

Offer assistance and information to guests about the villa amenities, nearby attractions, and activities to enhance their stay.

Ensure to contact guests to confirm their briefing about the facilities like spa and other facilities.

Build positive relationships with guests, address their inquiries, and promptly respond to requests or concerns and maintain seamless interactions with them in order to facilitate guest recognition, obtain preferences, anticipate any needs and proactively action all requests and requirements.

Escort guests to their villa accommodations, provide room orientation, and ensure that all amenities are functioning correctly.

Ensure that all due payments are obtained and cleared in a timely manner as well as foreign exchanges and cash are paid in compliance with guidelines.

Offer personalized concierge services, such as booking reservations, FandB orders, arranging transportation, laundry services, and providing recommendations for local dining and entertainment.

Listen attentively to guest complaints or issues, and take immediate action to resolve them in a professional and courteous manner.

To make a positive impact, taking personal responsibility and initiative to resolve issues always ensuring clear communication with all guests as well as colleagues at all times.

Stand on top of coordinating outstanding issues with related departments such as housekeeping, engineering and ensure that the highest standards are maintained without compromising quality and reputation of the brand.

Coordinate and fulfill special requests from guests, such as room setup, floral arrangements, or specific amenities, in friendly, efficient, accurate and polite manner always.

Facilitate the smooth check-out process, bid farewell to departing guests, and assist with any final inquiries or assistance.

Seek guest feedback and reviews to identify areas for improvement and maintain high-quality service standards.

Job Knowledge & Skills

Understanding of the hospitality industry, including luxury service standards, guest preferences, and hotel operations, to provide exceptional service tailored to villa guests.

Knowledge of villa operations, including housekeeping, maintenance, and guest services, to ensure the smooth operation and maintenance of the villa and its amenities.

Excellent interpersonal and communication skills to interact with villa guests professionally and effectively, anticipating their needs and providing personalized service.

Ability to quickly identify and address guest inquiries, concerns, and requests, demonstrating resourcefulness and flexibility to ensure guest satisfaction.

Keen attention to detail to ensure that the villa is impeccably presented and maintained, and that guest requests are fulfilled accurately and promptly, creating a memorable and enjoyable experience for guests.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Agility

AI Fluency

Customer Interaction L2

Guest Relations L2

Hotel Management Standards and Procedures L2

Leadership

Product and Service Knowledge L2

Quality

Reservation Management L2

Resilience

Education

Bachelor's Degree in Hospitality or any related field