Villa Host

Roles and responsibilities

As a Villa Host, you are required to maximize and exceed guest-s satisfaction by providing highly personalized, efficient and responsive service with attention to details, and anticipating guest-s needs. Take ownership and leadership of all villas assigned to you including supervising, directing, assisting and ensuring the cleanliness and maintenance of guest villas. Villa Host is instrumental to achieve our goal in providing the highest professional standards of service to our guests.

Qualifications

• Excellent communication skills
• Fluency in English, foreign languages an advantage
• Minimum 1 year experience as a Butler/Villa Host; preferably in a similar quality hotel
• A friendly and outgoing behaviour
• Proactive, resourceful and able to work independently
• Has strong decision making abilities

Essential Skills and Attributes

1. Exceptional Customer Service Skills

• A strong focus on providing personalized, high-quality service, anticipating guest needs before they are expressed.
• Ability to remain calm, courteous, and professional, even in stressful or high-demand situations.
• Building a rapport with guests to foster a welcoming and comfortable environment.

2. Discretion and Confidentiality

• Maintaining a high level of confidentiality and professionalism, especially when dealing with VIP guests or high-profile individuals.
• Respecting guests' privacy while still providing excellent service and anticipating their needs.

3. Strong Communication Skills

• Excellent verbal and written communication to interact with guests, suppliers, and staff.
• Listening attentively to guest requests and ensuring that information is accurately conveyed to relevant team members.

4. Organizational and Time Management Skills

• Ability to manage multiple tasks and responsibilities at once, ensuring that all guest requests are fulfilled promptly and without error.
• Keeping track of schedules, guest preferences, and service delivery timelines to ensure a smooth experience.

5. Knowledge of the Villa and Local Area

• In-depth knowledge of the villa’s amenities, services, and layout, as well as local attractions, dining, and activities.
• Providing guests with recommendations and arranging reservations for local restaurants, entertainment, or experiences.

6. Flexibility and Adaptability

• Adaptability to guests’ changing requests or last-minute alterations to schedules.
• Flexibility to work around guests’ needs, even if that means adjusting service delivery during non-traditional hours.

7. Attention to Detail

• High level of attention to detail to ensure that everything, from guest preferences to villa amenities, is prepared and presented to the highest standard.
• Monitoring the villa’s condition and ensuring that all guest areas are neat, clean, and fully stocked.

8. Strong Problem-Solving Skills

• Ability to resolve any issues that may arise, from last-minute requests to concerns about the villa’s facilities, quickly and efficiently.
• Dealing with guest complaints, requests, or emergencies with a calm and solution-oriented approach.

Desired candidate profile

1. Personalized Guest Services

• Greeting guests upon arrival and offering a tour of the villa, explaining the amenities and services available.
• Ensuring that all guest preferences and special requests (e.g., dietary needs, room preferences, or entertainment options) are recorded and communicated to relevant staff.
• Offering personalized services such as organizing excursions, booking spa appointments, or arranging for special requests like flowers, gifts, or room setups.

2. Concierge Services

• Providing concierge services to guests, such as arranging transportation (e.g., airport transfers, private drivers), organizing bookings for restaurants, events, and tours.
• Offering recommendations for local attractions, shopping, or cultural experiences based on guest interests.

3. Ensuring Villa Comfort

• Checking the villa regularly to ensure it is properly maintained and ready for guests.
• Coordinating with housekeeping to ensure that the villa is clean, tidy, and stocked with necessary items (e.g., towels, toiletries, linens).
• Overseeing the setup and preparation of the villa for guests’ needs, including adjustments to lighting, temperature, and décor.

4. Meal and Beverage Coordination

• Arranging for the delivery of meals, snacks, and beverages as requested by the guests, either through an in-house chef, external catering, or local restaurants.
• Assisting in meal planning, if required, ensuring that dietary preferences and restrictions are respected.

5. Managing Guest Requests

• Managing guest requests promptly and efficiently, from arranging additional pillows to ensuring that the pool or spa is prepared for use.
• Serving as the primary point of contact for guests during their stay, responding to inquiries and assisting with any special needs.

6. Handling Arrivals and Departures

• Greeting guests upon arrival and assisting with their check-in process.
• Ensuring that luggage is properly handled, rooms are set up according to guest preferences, and all necessary services are arranged.
• Assisting with check-out procedures, including ensuring the guest’s satisfaction and organizing transport or further travel arrangements.

7. Managing Guest Preferences and Documentation

• Keeping detailed records of guest preferences, past requests, and special requirements to ensure a more personalized experience for return guests.
• Preparing welcome amenities or personalized notes based on guests' preferences or special occasions (e.g., anniversaries, birthdays).

8. Organizing Special Events and Celebrations

• Assisting guests in organizing special events such as birthdays, anniversaries, or family gatherings within the villa.
• Coordinating with chefs, event planners, or vendors to arrange decorations, catering, or entertainment.