JOB DESCRIPTION
LEAD Experience Host

 

Purpose of Role:

The Lead Experience Host leads the guest experience with exceptional and personal service. This means working in conjunction with all other departments to smoothly execute the guest experience, ensuring all food and beverage services are carried out, creatively executing all guest area sets ups, ensuring all activities and plans are communicated to guests, and communicating guest needs throughout the team actively. The Lead Experience host has a great eye for detail and is passionate about going above and beyond to ensure guest satisfaction. 

Role & Responsibilities:

Food & Beverage Services 

• Daily set up for breakfast, lunch and dinner services with assistance from relevant departments.
• Delivery of food & beverage services.
• Uphold standards of daily bar set-up across the island’s three bars. 
• Participate in daily cocktail preparation and learn about the ingredients that go into making the cocktails unique. 
• Work closely with the chef to understand the menus and learn about the ingredients and benefits of the prepared meals. 
• Support during the monthly stock takes for beverages and other consumable guest items (non-kitchen).

Guest Areas & Setups 

• Maintain an excellent standard of presentation and cleanliness of all guest areas. 
• Ensure all furniture, games and decorations are tidied and returned to the correct location each day. 
• Participate in creative set-ups for guest activities including bonfire setups, themed activities or meals, special occasions and birthdays. 

Hosting

• Ensure guests feel hosted for the duration of their stay. 
• Participate in a daily and evening hosting schedule as required. 
• Attend daily meetings and/or complete evening notes to handover information from your shifts.

Guest Communications & Booking planning 

• Ensure that all guest requests and complaints are communicated to the relevant parties and are handled with the utmost professional approach.
• Conduct guest island tours and room shows. 
• Underline open communication culture to guests to allow them to feel free to ask questions regarding any aspect of their stay.
• Assist with any room drop items as required during the guest stay.
• Train under the Guest Experience Manager in supporting guest communications and planning for upcoming events including organizing vendors, entertainment, logistics & guest requests 

Giving Shop 

• Act as support in the sales, organization and needs of the Giving Shop.
• Act as a sales assistant in the Giving Shop when the need arises.
• Be aware of stock, including size availability, source of stock (whether sale benefits the particular cause, for example).

General Support 

• Assist with driving guests around the island. 
• Assist with cleaning the guest transport vehicles as and when needed.
• Support guest logistics on arrival and departure days. 
• Support with the movement of guest bags. 
• Play an active role in keeping all staff areas, storage cupboards exceptionally organized. 
• Support Island Tours as and when required. 

Other

• To attend all meetings as requested by management and support the communications process.
• To maintain total confidentiality as to the identity of the guest staying on property.
• To have a clear working knowledge of the island’s policies and operate within their guidelines at all times.
• To cooperate with management and other employees to ensure a harmonious working environment.
• To respond to fire emergencies as stated in the fire procedures and undergo any training pertaining to emergencies and accidents.
• To dress in Aerial BVI island uniform and be well-groomed when on duty.
• To assist in island/business preparation for a hurricane or other significant event.
•  To assist with the island’s charitable activities. 
• When off-island, to behave in a manner appropriate as a representative of the island.
• Abide by Aerial’s core values and employee handbook.
•  To undertake any reasonable project requested by a management member or homeowner.