Resort Host Supervisor - Amanvari

Job description

Location Overview Join our team at Amanvari. A remote natural paradise on Mexico’s Eastern Cape, Aman’s newest retreat finds home between the Sierra de la Laguna mountains and the calm waters of the Sea of Cortés. Echoing its name, a combination of the Sanskrit-derived words for ‘peace’ and ‘water,’ Amanvari rests in harmony with its exclusive yet inspiring setting, an exclusive 1,000-acre community just one hour from Los Cabos International airport. Role The Resort Host Supervisor is responsible for leading, coordinating, and ensuring excellence in all Host team operations, guaranteeing a highly personalized, discreet, and anticipatory service for every guest. This role oversees the full guest journey—from arrival to departure—ensuring every experience aligns with the hotel’s ultra-luxury standards and meets, or exceeds, individual guest expectations. The position requires monitoring the quality of service delivered by the Resort Hosts, providing ongoing coaching, training the team in protocols, etiquette, and personalized service, and coordinating special requests, pre-arrival arrangements, and bespoke experiences. Additionally, the Resort Host Supervisor acts as a key liaison between guests and all hotel departments, ensuring that every detail is executed with precision, punctuality, and cultural sensitivity. As an operational leader, the Resort Host Supervisor ensures consistency, efficiency, and flawless execution in every interaction, contributing to the creation of memorable moments and a truly exceptional overall guest experience. Responsibilities Demonstrates a proactive and leadership-driven approach to service excellence, organizational culture, team development, and departmental image. Maintains a thorough understanding of all safety protocols and emergency procedures, and responds effectively when required. Handles guest incidents and concerns in a timely, professional manner to ensure high levels of satisfaction; resolves complaints efficiently, ensuring proper follow-up and closure. Conducts regular briefings with the Hosts under their supervision to ensure alignment and service consistency. Reviews all arrivals in advance, ensuring that guest preferences, special requests, and amenities are properly arranged and prepared. Monitors and ensures the completion of all Host team responsibilities and checklists in accordance with established standards. Communicates all relevant guest information to Hosts and coordinates with other departments responsible for fulfilling specific guest requests. Coordinates with the Host team all in-room check-ins, ensuring full compliance with established procedures. Supports the Host team as needed and is fully capable of personally conducting rooming procedures; ensures the Guest Services team maintains comprehensive knowledge of room features and amenities. Ensures that all departmental staff adhere to established grooming, appearance, and service standards at all times. Requirements Bachelor’s degree in Business Administration, Hospitality Management, or a related field. Minimum of 3 years of experience as a Host Supervisor in an ultra-luxury hotel environment. Fluency in both spoken and written Spanish and English.