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Host Manager

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.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. 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

Job Summary:

The Host Team Manager is to manage the daily activities, reporting, training, and operations of the (Rooms) Department. With experience in a high-quality luxury boutique hotel/resort guest service, the Host Team Manager will support the Front Office/Guest Services Team in offering the highest level of guest service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues. The Host Manager is directly in charge of the Host Team & Connectivity Center (Guest Experiences) and must always collaborate with the Front Office Manager (FOM).

A Host Manager is expected to have a smart and neat appearance, which reflects the high standards of One&Only.  The Host Manager is also expected to have a critical eye for details in terms of cleanliness, hygiene, and service. Knows how to manage and motivate a team of Hosts. As a teacher, the Host Manager also protects and ensures the service know-how.

Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible. At the same time, their analytical minds and composed character allow them to be the primary line of defense to prevent and solve any possible complaints. A meticulous planning and strategy are fundamental to succeed in achieving all financial and operational goals set throughout the year. Their instinctive leadership empowers them to coordinate and orchestrate the operation with an efficient yet luxurious approach.

Key Duties and Responsibilities:

Development

• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Attend morning meeting with Heads of Departments
• Communicate staff any relevant information, via email, line-ups or one on ones
• Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only Resorts daily operation
• Manage the team to attract, retain and motivate, develop, empower, coach and council, conduct performance and salary reviews, resolve problems, and provide open communication discipline
• Conduct/Lead operational and departmental meetings (as needed)
• Provide up-date information on Memo and Training Board
• Prepare and organize pre-shift briefings for Assistant Managers, Host Supervisors/Team Leaders, and Hosts
• Proactively participates in own development and team development
• Closely monitors training records and ensures that training is performed in accordance with standard
• Create, update, and adhere to departmental SOPs and Checklists
• Organize new training for the team including cross-training throughout department/resort
• Monitor and test knowledge levels generally, to identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.