Head Host

( 20246 )

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Key Duties and Responsibilities

• Supervise, guide, and support the Host/Butler team to deliver exceptional, personalized service to all guests.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Ensure grooming standards and professional behavior are maintained across the team.
• Conduct daily briefings and coordinate shift handovers to ensure seamless service delivery.
• Train, coach, and develop team members, ensuring all hosts follow standard operating procedures and service standards (LQA and Forbes).
• Oversee and ensure that each assigned guest receives personalized service tailored to their preferences and needs throughout their stay.
• Personally welcome VIP and high-profile guests with warm, professional greeting and escort them to their suite or villa.
• Supervise and ensure proper in-room check-ins/check-outs and delivery of signature butler services (e.g., unpacking, shoeshine, bath preparation).
• Maintain high visibility in public areas to engage guests and proactively manage their experience.
• Anticipate guest needs and ensure all requests, amenities, and preferences are fulfilled and refreshed daily.
• Ensure villas/suites are fully prepared and set up according to guest preferences before arrival.
• Conduct quality checks of room readiness, including amenities and cleanliness, especially for VIPs and special occasions.
• Monitor and ensure cleanliness and order in all assigned areas.
• Guarantee readiness of tools and equipment at the beginning of each shift.
• Establish positive relationships with guests while maintaining a professional demeanor.
• Handle guest complaints promptly, follow up effectively, and record all issues in the guest response tracking system.
• Collect guest preferences and feedback throughout the stay to continuously improve service delivery.
• Communicate and follow up on guest preferences and needs with all relevant departments in a timely and effective manner.
• Coordinate with F&B, Housekeeping, Concierge, Front Office, and other departments to ensure seamless delivery of services.
• Communicate guest arrivals, preferences, and requirements daily to relevant teams.
• Follow up on restaurant bookings, dietary requirements, transportation, and activity schedules for guests.
• Be fully knowledgeable of local area concierge services and resort facilities to assist and upsell effectively.
• Ensure all Hosts adhere to resort policies, service standards (including LQA and Forbes), and safety procedures.
• Monitor service delivery to ensure it meets or exceeds guest expectations daily.
• Ensure proper documentation and reporting of all guest-related interactions and handovers.
• Perform regular Host duties when required, including:
• In-room check-in/check-out
• Wake-up call with tea/coffee service
• Welcome drinks and towel presentation
• Unpacking/packing service
• Shoeshine, cigar, and aromatic bath services
• In-Room Dining service assistance
• Delivery and setup of guest requests in-room
  
  

Skills, Experience & Educational Requirements

• Successfully completed A levels
• Diploma, Hotel Management an advantage
• A minimum of 2 years’ experience in a Call Center in acknowledged Resorts or Hotels.
• Speaks English fluently.
• Experience in Opera PMS, Microsoft Office, Seven rooms, Guest messaging Hub & Alice preferable
• Good verbal and written communication skills
• Passion for customer care with a desire and willingness to work in a Call Center environment.
• Excellent interpersonal and Guest management skills, strong business communication skills
• Ability to work under pressure and react quickly and effectively.
• Analytical skills. Ability to identify reasonable solutions quickly.
• Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required.
  
  

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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