A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.
Job Description
As a Villa Host, you are required to maximize and exceed guest satisfaction by providing highly personalized, efficient, and responsive service with attention to detail, and anticipating guests’ 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 of providing the highest professional standards of service to our guests.
Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues. the key responsibilities for this position are:
GENERAL RESPONSIBILITIES
Perform duties in accordance with the Standard Operating procedures and Guidelines of the resort.
Assist Front Office Department with daily operations, check-in, check-out, and upselling.
Maintain high standards in personal appearance. Is well groomed, hygienically clean, and properly attired in uniform to carry out duties at all times.
Behave and carry out tasks and responsibilities in a professional manner
Punctual to report for duties and prompt to disseminate services to guests.
Is well organized to carry out job tasks with necessary accessories ready and at hand.
Fully aware of arrivals, departures, and guest movement in the resort.
Always prepared to handle guest requests, complaints, and suggestions and follow through to maximize the service standard.
Knowledgeable about fire and safety procedures.
Deals Guest comments and concerns systematically and keeps superiors informed of the same.
Committed and suggests/introduces new initiatives that are focused on enhancing the guest experience.
Report health or safety hazards to the supervisor.
Perform other duties as assigned by the Management.
Initiate contact with guests before arrival and proactively gather preferences for residences.
Ensure all tools and equipment are prepared/stacked/organized in the villas and pantries at all times.
Attend all briefings conducted & follows up with daily arrivals, departures, and other important information.
Ensure a place of guest courtesies, complementary items, and amenities in the villas as specified and carries out its delivery and timely clearance.
Facilitate arrivals and departures according to set procedures.
Prepare necessary mise-en-place in the allocated pantries and villas to facilitate efficient service.
Ensures the Private cellar and minibar are stocked and checked prior to guest arrival. Also ensures that the Private cellar and minibar are refilled, and the bills are posted during the stay.
Knowledgeable of the service and quality of all types of wines available in the Private cellar.
Aware of the procedures for laundry valet service and is ready with requirements to carry out same in a professional manner.
Maintain logbooks, making log entries as per the log standards and going through them every day as soon as coming to shift.
Attend daily briefings and meetings as scheduled.
Check guest profiles and guest history of specific guests allocated to him prior to the guest's arrival and be familiar with all the information.
Ensure the villa is set up according to guest preferences and follows up with ‘other’ areas according to the details available in the guest history.
Ensure all arrivals amenities such as fruit platter, beverages according to VIP codes; foot ritual, cold towels, and welcome drinks are in order.
Check the arrival villa prior to arrival as per the
Meets the guests upon arrival at the resort and VIPs at the airport if requested.
Prepare and offer foot rituals and welcome drinks to guests in the villa.
Introduce guests to the resort and their villa.
Ensure the registration card is filled and signed and handed over to the reception with the required copies of vouchers.
If guests have any other requests like laundry or baggage unpacking, attends to them immediately.
Coordinate guest requirements with other departments and follows up to ensure all queries are handled to maximum guest satisfaction.
Meet guests regularly.
Educate, recommend and assist guests of using and indulging in resort’s facilities.
Offer guests, a tour of the island and introduce the resort facilities.
Offer on a daily basis, menus for lunch and dinner, obtain the orders in advance and passes those to the Restaurant Manager in-room room dining.
Aware of the daily lunch and dinner menu to take orders from guests and place with the IRD.
Assist guests with any purchases required. Eg: Toiletries, post cards postcards from resort boutiques.
Check and ensure that bed making, baby cots, rollaway beds, turndown service are done according to the guest’s preference.
Make arrangements for excursions and dining by design.
Assist guests in foreign currency exchange or matters related to payments.
Hand over and takes over any guest faxes and emails.
Attend to flight re-confirmation/special transfer requests if any and coordinate with reservation and Front Office.
Speak to the guest the night before departure and explain departure procedures. Offers guests wake up calls or early morning breakfast or any other requests which guests have.
Facilitates villa checkout.
Ensures guest’s luggage pick up is organized by effectively liaising with Front Desk.
Ensure guest has cleared safe, and all baggage has been transported out.
Check the villa for any last-minute consumption in the private cellar and keep the front desk informed about it.
Check the villa thoroughly to ensure that no guest belonging is left behind.
Monitor guest comments and follows up as necessary.
Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
Ensure that all fellow associates follow Safety rules and operating procedures.
Aware of all house rules and assists in enforcing them on associates.
Always conduct himself/herself in such a manner to encourage all fellow team members to do likewise.
Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
Project at all times, a favorable image of the company, resort and department.
#LI - MH1
Qualifications
• Excellent communication skills
• Fluency in English, additional language is a plus
• Minimum 1-year experience as a Butler/Villa Host; preferably in a similar quality hotel
• A friendly and outgoing behavior
• Proactive, resourceful, and able to work independently
• Has strong decision-making abilities
Villa Host