Job description

To provide courteous, professional, efficient, and personalized guest service throughout the guest journey, ensuring delivery of the brand promise and an exceptional arrival, stay, and departure experience. The Gallery Host acts as the primary point of contact for guests and contributes to overall guest satisfaction, operational excellence, and hotel revenue objectives.
Key ResponsibilitiesGuest Experience & Customer Service

• Deliver exceptional service standards and create memorable guest experiences.
• Welcome guests warmly and professionally upon arrival.
• Manage guest check-in and check-out procedures efficiently and accurately.
• Handle guest inquiries, requests, and complaints promptly, ensuring satisfactory resolution.
• Maintain positive relationships with guests and colleagues.
• Recognize returning guests and personalize service based on guest preferences and history.
• Promote hotel facilities, services, dining outlets, and local attractions.
• Coordinate special guest arrangements and requests.

• Operate the Property Management System (PMS) accurately.
• Process registrations, room assignments, billing, and payment transactions.
• Answer telephone calls and electronic inquiries according to brand standards.
• Maintain strict control and accountability of room keys and access cards.
• Prepare arrival documentation, welcome amenities, and guest correspondence.
• Verify guest arrival and departure details and coordinate transportation when required.
• Maintain accurate guest records and profiles.
• Assist guests with luggage requests, directions, wake-up calls, reservations, and other concierge-related services.

• Ensure accurate cash handling and banking procedures.
• Process payments and currency transactions in compliance with hotel policies.
• Support revenue generation through upselling room categories and hotel services.
• Follow all company policies related to financial controls and reporting.

• Liaise effectively with Housekeeping, Engineering, Security, Food & Beverage, and other departments.
• Communicate guest preferences and operational updates during shift handovers.
• Support teamwork and collaborate to achieve departmental goals.
• Assist in ensuring a seamless guest experience across all hotel touchpoints.

• Adhere to hotel policies, procedures, and brand standards.
• Ensure compliance with health, safety, fire, and security regulations.
• Report and follow up on Lost & Found items.
• Participate in training programs, meetings, and service improvement initiatives.
• Contribute to continuous improvement of guest satisfaction scores and service standards.

Qualifications & Skills

• • Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
  • Previous experience in Front Office, Guest Services, or Hospitality Operations is an advantage.
  • Strong communication, interpersonal, and customer service skills.
  • Proficiency in Microsoft Office and hotel property management systems.
  • Ability to multitask, solve problems efficiently, and work effectively in a fast-paced environment.
  • Good command of English; additional language skills are an advantage.