Position Overview:
As a Host at Unlock Holiday Homes LLC, you will be the first point of contact for guests, ensuring a warm and professional welcome and a smooth check-in/check-out process. You will provide essential information about the properties, assist guests throughout their stay, and address any inquiries or issues they may have. The role involves a strong focus on customer service, helping to ensure that every guest enjoys an exceptional and memorable experience.
Key Responsibilities:
- Greet guests upon arrival, offering a friendly and professional first impression of the company and the holiday homes.
- Provide guests with a brief tour of the property, explaining key features such as amenities, house rules, security protocols, and check-out procedures.
- Act as the main point of contact for guest inquiries via phone, email, or messaging platforms.
- Facilitate a smooth and efficient check-in process, including confirming booking details, obtaining any necessary documentation, and ensuring guests are satisfied with the property condition.
- Respond to guest questions or concerns promptly, providing accurate information about the property, local attractions, and available services.
- Address any guest complaints or maintenance issues during their stay, coordinating with the operations and maintenance teams to resolve problems quickly and efficiently.
- Maintain ongoing communication with guests throughout their stay to ensure their needs are met and to enhance their overall experience.
- Manage the guest check-out process, ensuring all belongings are collected, keys are returned, and the property is in good condition.
- Encourage guests to provide feedback or reviews about their experience, relaying any comments to the relevant departments to continually improve service.
- Conduct property inspections before and after guest stays to ensure that all homes are well-maintained, clean, and ready for the next guests.
- Report any damage, maintenance, or cleanliness issues to the operations team and ensure timely resolution.
- Assist in managing property inventories, including linens, toiletries, and other guest supplies, to ensure that all properties are fully stocked for each stay.
- Strive to provide outstanding customer service at all times, anticipating guest needs and delivering personalized service to create memorable experiences.
- Build positive relationships with guests, encouraging repeat bookings and fostering long-term relationships with the company.
- Collaborate with housekeeping, maintenance, and reservations teams to ensure seamless communication and operations. Coordinate guest arrivals and departures to optimize scheduling.
- Communicate guest feedback and any operational concerns to the Operations Manager for continuous improvement of services.
Qualifications:
- Diploma or degree in Hospitality Management, Tourism, or related field (preferred).
- Minimum 1-2 years of experience in a customer service or hospitality role, preferably as a host or front desk agent in a hotel or holiday homes setting.
- Strong verbal and written communication skills in English; additional languages are a plus.
- Exceptional customer service skills with a proactive, guest-oriented approach.
- Ability to remain calm and professional in high-pressure situations.
- Strong organizational skills and attention to detail.
- Basic knowledge of local attractions and services to assist guests.
- Proficiency in using property management systems and booking platforms is a plus.
