About the Role

 The Host - Arabic Speaking/Language Specialist is responsible for converting our guests' wishes and needs into reality by coordinating with all the resorts' departments, ensuring that all requests are fulfilled and that guest expectations are exceeded in a timely and efficient manner. 

Key Duties and Responsibilities

• To schedule minimum 1 meeting per day with guests, at the guest's preferred time and place to go through the itinerary of the day and of the next day, to get feedback, requests/changes, and others. 
• To use the company smartphone as communication tool (own personal devices are not allowed).
• To share guest preferences with all colleagues and to ensure that they are actionable and reasonable.
• To assign guest amenities based on preferences.
• To always action incidents within 15 minutes.
• To initiate resolution process immediately for any negative feedback and issues by communicating to all departments through the ALICE system.
• To ensure that no guest leaves unhappily.
• To ensure that the guests leave the Resort safely with the best impression and the most appropriate farewell amenity.
• To always act as 'Brand Ambassador', even outside of the Resort. 
• To be knowledgeable about all aspects of the Resort, its surrounding area, services, and offerings as well as of the Kerzner Resorts worldwide. 
• Hygiene & Safety measures dictated by both the local Government and the Resort shall be followed.
• To maintain standardised use of communication as established by the Resort.
• To complete the Host's Daily Log in ALICE Platform.
• To inspect arriving guestrooms after Housekeeping cleaning.
• To inspect and sanitise all equipment that our guest may need in order to ease their stay.
• To ensure special requests are met prior guest arrival.
• To greet and provide in-room check-in to all guests.
• To follow luggage standards as per procedure by maintaining a good relationship with the bell staff department.
• To coordinate and to ensure guests' services such as Spa appointments, dining reservations or activities bookings, among others.
• To coordinate, daily, the cleaning time frames as requested by guests and to ensure housekeeping services are performed within those exact time frames.
• To maintain an effective communication with all your guests through Messaging.
• To provide all accurate and appropriate information to the guests in-house in a timely manner. 
• To have a good knowledge of all in-room system and items such as TV, Wi-Fi, Speakers, Coffee Machine, etc. in order to assist the guests efficiently.
• To offer and perform, if agreed, personalised services such as packing and unpacking, guests' belongings tidy up, clothes' pressing, laundry management, shoes shining, among others.
• To create extra-special moments for guets at every opportunity, including recognising celebrations such as birthdays and anniversaries, among others.
• To monitor guests' whereabouts and agenda, while at the Resort, in order to ensure an appropriate and timely response to any last-minute request.
• To have a comprehensive understanding of all Outlets, opening hours, menus, amenities, activities (both on-property and offsite).
• To report 'Lost and Found' property according to Policy & Procedure.
• To ensure glassware, chinaware and cutlery in the rooms are clean, stain-free and displayed as per standard.
• To deliver guests' folios and confirmation letters to guestrooms.
• To coordinate and to ensure that Maintenance requests and repairs are completed in a timely and professional manner.
• To conduct a pre-shift briefing under the supervision of a departmental leader.
• To respond to guests' calls for Host Service within 10 minutes.
• To maintain confidentiality and privacy of all guests.
• To coordinate the delivery of any item requested by the guests, in cooperation of the other departments.
• To prepare the Coffee Station accordingly to guest preferences.