Palace Host

About the Role

Join the team at Qasr Al Sarab Desert Resort by Anantara, a prestigious luxury hotel brand inspired by rich Thai heritage and rooted in genuine hospitality. As a Palace Host, you will be pivotal in providing exceptional guest experiences within a remote and exclusive resort environment. This global brand has been recognized for delivering remarkable journeys and heartfelt service since its founding in 2001.

Key Responsibilities

• Provide ongoing information, assistance, and support to guests to ensure their comfort.
• Establish and maintain warm relationships with in-house guests, recognizing their preferences and encouraging rapport.
• Protect guests’ privacy and security throughout their stay.
• Complete all guest arrival and departure procedures following the Palace Host Services SOP manual rigorously.
• Coordinate daily operations to guarantee seamless guest experiences and exceed expectations.
• Take charge of all operational equipment and tools necessary for the role.
• Promote upselling opportunities across rooms and additional hotel services.
• Efficiently manage guest feedback and resolve issues expediently.
• Maintain discipline within established guidelines, ensuring fairness and respect.
• Collaborate closely with departments such as Guest Experience, Food & Beverage, Housekeeping, Activities, and Spa.
• Operate hotel buggies, passing mandatory driving tests.
• Keep supervisors informed about significant developments or unusual situations.
• Possess thorough knowledge about hotel services, departments, and outlets.
• Ensure maintenance and readiness of Palace Host pantries at all times.
• Update and maintain detailed guest history and profiles daily.
• Maintain active communication with related departments to effectively resolve requests and complaints.
• Implement corrective measures to enhance workplace safety.
• Demonstrate proactive engagement across all operational areas.
• Anticipate and fulfill guests’ needs promptly and efficiently.
• Strictly adhere to all policies, procedures, grooming standards, and health & safety protocols outlined by the hotel and the Palace Host manual.
• Ensure proper shift handovers and report maintenance faults as required.
• Attend to special guest needs immediately and conduct daily quality checks.
• Recommend innovative ideas to senior management for improving guest satisfaction and service quality.
• Provide specialized attention to guests with families, ensuring all special requests are met.
• Perform villa readiness checks and amenity verifications before guest arrivals.
• Offer welcome services, including chilled towels, drinks, villa orientations, unpacking/packing assistance, and in-room dining services.
• Address guest complaints related to villa facilities and provide extras such as shoe shine and laundry services.
• Manage restaurant recommendations and booking arrangements.
• Maintain cleanliness and impeccable appearance of villas continuously.
• Exercise good judgment when overseeing hotel amenities usage and billing discrepancies.

Qualifications and Skills

• Diploma in hotel management or related field.
• Previous experience in Front Office or Guest Services with a background in luxury hotels.
• Proficiency in front office systems, with Opera Cloud experience preferred.
• Strong communication skills in English, with additional language skills being advantageous.
• Knowledge of company policies, safety, emergency protocols, and hygiene standards.

Additional Information

This role requires relocation to a remote resort area. Candidates must align with the brand's commitment to extraordinary guest experiences conducted with warmth, respect, and professionalism.