Guest Experience Lead: Host & Reservations

Earth Hotels; Dubai; On-site; AED 100,000 - 167,000; Full time

Job summary

Earth Hotels is seeking a Hosting and Reservations Lead to oversee the welcome and reservation experience across assigned outlets. You will coach Hosts and Bar Hosts, manage guest arrivals, seating and personalized service, and ensure accurate reservations and guest preferences in our systems.

You will coordinate with supervisors on seating rotations, service capacity and VIP/event handling, while maintaining handovers and upholding hygiene and safety procedures through SOPs and training.

Responsibilities

• Allocate hosting duties and cover at briefing; coach Hosts and Bar Hosts in welcome standards and reservation accuracy.
• Coordinate with the supervisor on seating rotation, service capacity and expected departures; avoid overloading sections.
• Maintain handovers and raise staffing or performance concerns to the Venue Manager.
• Maintain accurate reservations, confirmations, waiting lists and guest preferences in approved systems.
• Coordinate VIPs, celebrations, groups and event arrivals with service and management teams.
• Apply approved deposit, cancellation and no-show procedures and raise exceptions.
• Protect guest information and ensure allergy requests reach the service team for verification.
• Remain visible during peak arrivals, communicate realistic waiting times and manage expectations respectfully.
• Resolve hosting concerns within delegated authority and involve the duty manager when required.
• Keep entrances, menus and host stations ready and report recurring booking or guest-flow issues.
• Support assigned outlet and station setup, stock and equipment checks and report readiness gaps.
• Attend SOP, sequence-of-service, menu, systems and safety training and participate in mock services.
• Lead reservation-system practice, arrival simulations and hosting-team coaching.
• Experience supervising a hosting or reservations team, strong system accuracy, coaching and guest communication.
• Work collaboratively and communicate clearly with guests and colleagues across departments.
• Follow approved hygiene, allergy communication, safety and emergency procedures; report incidents and unsafe conditions promptly.
• Carry out additional reasonable duties within training and competence as assigned by management.

Job description

Earth Hotels is seeking a Hosting and Reservations Lead to oversee the welcome and reservation experience across assigned outlets. You will coach Hosts and Bar Hosts, manage guest arrivals, seating and personalized service, and ensure accurate reservations and guest preferences in our systems.

You will coordinate with supervisors on seating rotations, service capacity and VIP/event handling, while maintaining handovers and upholding hygiene and safety procedures through SOPs and training.