Host (Butler) Manager

Kerzner International; San Jose (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Kerzner International, creator of One&Only Palmilla, seeks an experienced Host Manager to lead the Host Department and deliver extraordinary guest experiences.

The role focuses on anticipating guest needs, personalizing service, and coordinating across departments to ensure seamless stays in a luxury resort environment.

Qualifications

• Proven leadership experience in luxury hospitality guest experience.
• Strong interpersonal and communication skills.
• Ability to coach and develop Hosts and Leaders.
• Fluency in English and Spanish is required.

Responsibilities

• Lead and oversee the daily operation of the Host Department, ensuring exceptional guest experiences and flawless service execution.
• Ensure Hosts serve as the primary point of contact for guests throughout their stay, delivering seamless, personalized experiences.
• Drive implementation and continuous improvement of the Host Program and the “Art of Hosting” philosophy.
• Coordinate guest arrivals, VIP stays, and special celebrations with other departments.
• Monitor guest satisfaction metrics and ensure Forbes standards compliance.
• Coach and develop Host Leaders and Hosts for professional growth.

Skills

Guest experience

Leadership

Staff development

Bilingual English/Spanish

Job description

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Job

The Host Manageris responsible forleading the Host Department and ensuring the highest level of personalized guest experience throughout every stage of the guest journey. As the primary leader of the Hoststeamthe main point of contact for guests during their stay this role plays a critical part in creating seamless, memorable, and emotionally engaging luxury experiences aligned withOne&OnlyPalmilla standards.

Reporting to the Rooms Division leadership, the Host Manager oversees the daily operation, performance, training, and development of all Hosts and Host Leaders, ensuring flawless execution of the Host Program and maintaining Forbes standards, internal luxury service standards, and exceptional guest satisfaction results.

This role requires a highly visible, service-oriented, and detail-focused leader who cananticipateguest needs, personalize experiences, resolve concerns proactively, and inspire the team to consistently deliver intuitive and genuine hospitality. The Head Host is also responsible for ensuring operational coordination between departments to create smooth arrivals, departures, villa experiences, VIP stays, and special celebrations.

The Head Host serves as a key ambassador of the resort’s culture and “Art of Hosting” philosophy, driving service excellence, emotional connection, and continuous improvement within the guest experience operation.

About You

You are a passionate luxury hospitality leader with exceptional interpersonal skills and a strong commitment to guest experience excellence. You thrive in highly personalized service environments and understand the importance of emotional connection, attention to detail, anticipation, and operational coordination in creating unforgettable guest memories.

You are an inspiring leader who leads by example,coachesteams effectively, and creates a culture centered on genuine hospitality, accountability, and luxury service standards.

Proven leadership experience in luxury hospitality guest experience, Rooms Division, Butler, or Host operations.

Strong passion for personalized guest experiences and luxury service excellence.

Excellent communication, interpersonal, and emotional intelligence skills.

Strong understanding of Forbes standards and luxury hospitality expectations.

Ability to lead, motivate, coach, and develop high-performing Hosts teams.

Exceptional organizational and multitasking abilities in fast-paced environments.

Strong problem-solving and guest recovery skills.

Ability toanticipateguest preferences and personalize experiences proactively.

Excellent attention to detailregardingcleanliness, presentation, service standards, and operational execution.

Strong collaboration skills with Housekeeping, Front Office, Food & Beverage, Engineering, and other operational departments.

Experience managing guest satisfaction platforms and service performance metrics.

Positive, professional, and highly visible leadership style.

Bilingual English and Spanishrequired.

Luxury resort experience highly preferred.

Key Responsibilities

Lead and oversee the daily operation of the Host Department, ensuring exceptional guest experiences and flawless service execution.

Ensure Hosts serve as the primary point of contact for guests throughout their stay, delivering seamless, personalized, and memorable experiences.

Drive the successful implementation and continuous improvement of the Host Program and the “Art of Hosting” philosophy.

Ensureall guest requests, preferences, and special arrangements are handled promptly, professionally, and proactively.

Coordinate personalized arrival, in-house, and departure experiences for all guests, including VIPs and special celebrations.

Lead daily pre-arrival meetings and coordinate closely with operational departments to ensure guest readiness and service alignment.

Monitor guest satisfaction metrics includingReviewPro, ALICE, guest feedback, response times, and Forbes standards compliance.

Conduct room inspections, VIP room checks, and operational audits to ensure luxury presentation and service standards are consistentlymaintained.

Supervise, coach, and develop Host Leaders, Hosts, and Host Assistants to ensure operational consistency and professional growth.

Prepare schedules, organize pre-shift briefings, and communicate operational priorities effectively with the team.

Ensure all Hostsmaintaingrooming, professionalism, and luxury service etiquette standards.

Anticipate guest needs and create highly personalized experiences before and during each stay.

Act as the primary escalation point for guest concerns, service recovery situations, and special requests.

Coordinate effectively with Housekeeping, Front Office, Engineering, Food & Beverage, and other departments to ensure seamless operations.

Ensure all service areas, guest-access areas, villas, and operational spacesmaintainthe highest cleanliness and presentation standards.

Support ongoing training, coaching, and development initiatives to strengthen service culture and operational performance.

Maintainaccuratecommunication, operational follow-up, and service tracking through ALICE and other operational systems.

Foster a culture of collaboration, luxury service excellence, accountability, and emotional connection within the team.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.