The Hotel/Property Host is responsible for delivering an outstanding guest experience by managing self-check-in, ensuring seamless communication, overseeing operations, and driving direct bookings. The role also involves promoting the OYO app to enhance guest engagement and overall property performance.
1. Self-Check-in Management: Ensure a smooth and hassle-free self-check-in process for guests.
Maintain and update digital check-in instructions.
Provide prompt assistance to guests facing check-in issues.
2. Guest Experience & Reviews: Monitor and improve guest ratings and online reviews across platforms.
Maintain high review ratings of atleast above 8 on major booking platforms such as Booking.com and Expedia
Deliver a welcoming and hospitable environment for guests.Proactively address guest concerns to enhance satisfaction.
Encourage guests to leave positive reviews and address any negative feedback professionally.
3. Guest CommunicationUse GMP (Guest Messaging Platform) to communicate with guests.
Respond promptly to guest inquiries via phone, email, or messaging platforms.
Provide clear and helpful information about the property and local attractions.
Keep track of inventory (toiletries, linens, amenities) and replenish as needed.
Handle special requests and personalize guest experiences when possible.
4. Operational ManagementEnsure close to 100% availability of rooms on a daily basis through managing maintenance issues and supervision of housekeeping.
Provide continuous housekeeping feedback to the team and leadership.
Coordinate with housekeeping and maintenance teams to ensure a clean and well-maintained property.
Handle police visits if required.
Support with customer service in other areas like housekeeping, F&B during peak times or as and when required.
Track cost per used room night for utilities, repairs, etc., and provide inputs to management to bring down the costs.
Report and resolve operational issues promptly.
Ensure compliance with safety and hygiene standards.
5. Direct Demand GenerationImplement initiatives at hotel to attract direct bookings and reduce reliance on third-party platforms.
Engage with local businesses/corporates and tourism partners for collaborations.
Leverage social media and marketing efforts to promote the property within guidelines laid down by the company
6. OYO App Promotion: Encourage guests to download and use the OYO app for bookings and services.
Educate guests about app features and benefits.
Place QR code scanners in rooms and at reception for easy app access.
Track and report OYO app usage and promotion effectiveness.
Experience
Previous experience in a hospitality or guest services role is preferred, particularly in a hotel setting.
Strong communication skills, with the ability to engage positively with guests and team members.
Flexibility to work various shifts, including evenings and weekends as required.
Enterprising attitude to find solutions proactively
Join our team as a Host and contribute to creating memorable experiences for our guests!
Job Types: Full-time, Permanent
Pay: Up to 13.00 per hour
Additional pay:
Bonus scheme
Benefits:
Company pension
Sick pay
UK visa sponsorship
Ability to commute/relocate:
London E14: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
Please list 2-3 dates and time ranges when you could do an interview.
Language: