Host (Butler) Supervisor
(20216)
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 Supervisor plays a critical leadership role within the Front Office operation, ensuring the seamless delivery of personalized luxury service across all guest touchpoints. Reporting directly to the Host Manager, this position oversees the daily coordination of the Host Team, Reception Concierge, Connectivity Services, and guest experience activities, ensuring operational excellence and adherence to Forbes Travel Guide, LQA, and One&Only Palmilla standards.
The Host Supervisor serves as a key communication link between departments, supporting the execution of arrival and departureexperiences, guest recognition programs, VIP services, and service recovery initiatives. Through effective leadership, coaching, workforce planning, scheduling, and operational oversight, the Host Supervisor ensures colleagues are equipped with the knowledge, tools, and support necessary to consistently deliver exceptional guest experiences.
This role is responsible for the daily coordination of operational staffing, scheduling, section assignments, VIP coverage, and workforce distribution, ensuring the department maintains optimal service levels while achieving productivity, efficiency, and luxury service standards.
The position requires exceptional emotional intelligence, operational expertise, decision-making abilities, organizational skills, and a passion for ultra-luxury hospitality. The Host Supervisor is expected to foster a culture of excellence, engagement, accountability, and continuous improvement while supporting the achievement of departmental financial, service, and quality objectives.
About You
You are a passionate hospitality professional committed to delivering exceptional and personalized guest experiences. You thrive in a fast-paced luxury environment, demonstrate outstanding interpersonal and leadership skills, and take pride in inspiring and developing others.
You possess excellent communication abilities, strong organizational skills, and the confidence to make sound decisions under pressure. You lead by example, maintain composure during challenging situations, and have an innate ability to anticipate guest needs while ensuring operational efficiency.
You embrace the One&Only culture of creating extraordinary experiences and consistently demonstrate professionalism, integrity, accountability, and a service-oriented mindset. You are highly organized, detail-oriented, and capable of managing staffing schedules, assignments, and operational priorities while ensuring colleagues remain engaged and motivated.
Key Responsibilities
Leadership & Team Development
- Support the Host Manager in the daily management and supervision of the Host Team.
- Provide guidance, coaching, training, and development opportunities to team members.
- Act as a primary trainer for new and existing Hosts, ensuring adherence to departmental standards and procedures.
- Conduct daily briefings, line-ups, coaching sessions, and one-on-one meetings as required.
- Monitor colleague performance, attendance, punctuality, grooming, and adherence to company standards.
- Foster a positive and engaged work environment that promotes teamwork, accountability, and operational excellence.
- Participate in performance evaluations, disciplinary processes, and corrective action follow-up in partnership with Human Resources.
- Prepare, manage, and adjust weekly and monthly schedules based on occupancy forecasts, business levels, operational requirements, and labor productivity objectives.
- Ensure appropriate staffing levels are maintained at all times, coordinating shifts, vacation plans, days off, and operational coverage.
- Assign daily responsibilities, sections, and operational coverage to Hosts according to business demands, guest profiles, VIP arrivals, and service needs.
- Monitor productivity and workload distribution to ensure efficiency while maintaining luxury service standards.
- Support succession planning and talent development initiatives within the department.
Guest Experience Excellence
- Coordinate and oversee daily arrival and departure experiences.
- Ensure all guest requests and service recovery actions are completed promptly and professionally.
- Serve as an escalation point for guest concerns, complaints, and special requests.
- Oversee VIP arrivals, special celebrations, amenities, and guest recognition programs.
- Inspect VIP rooms and suites prior to guest arrival to ensure all standards are met.
- Ensure personalized and anticipatory service is consistently delivered throughout the guest journey.
- Maintain exceptional guest satisfaction scores aligned with Forbes Travel Guide and LQA expectations.
- Look after guests requiring special attention with the utmost care, professionalism, confidentiality, and attention to detail.
- Ensure all guest interactions reflect the One&Only brand standards and luxury service philosophy.
Operational Management
- Coordinate and oversee daily Host assignments, ensuring effective coverage of arrivals, departures, resort activities, guest requests, and VIP services.
- Manage the allocation of dedicated Hosts and guest assignments to maximize personalization, consistency, and service excellence.
- Review daily arrivals, departures, in-house guests, VIPs, reservations, and special requests to establish operational priorities and staffing requirements.
- Assign sections and dedicated Hosts according to occupancy levels, guest needs, and operational demands.
- Ensure all Alice tickets, guest requests, work orders, and follow-up actions are completed within established timelines.
- Monitor room inventory and coordinate with Housekeeping and Engineering regarding preventive and corrective maintenance requirements.
- Supervise room inspections and quality assurance processes.
- Coordinate departmental schedules according to business demands and staffing requirements.
- Ensure all operational procedures, policies, and SOPs are consistently followed.
- Maintain effective communication with all operational departments to deliver a seamless guest experience.
- Supervise restaurant reservations, transportation arrangements, activities, and external services coordinated by the Host Team.
- Ensure seamless communication of operational changes, room movements, guest preferences, and special arrangements to Hosts and related departments.
- Monitor daily operational flow and adjust team assignments proactively to respond to occupancy levels, guest demands, and unforeseen operational needs.
- Ensure proper shift handover procedures are followed to maintain service continuity and operational accuracy.
- Ensure all public areas, Host stations, and guest-facing workspaces remain organized, presentable, and aligned with luxury standards.
- Ensure proper care, cleanliness, maintenance, and operation of assigned departmental equipment, vehicles, and golf carts.
Quality Assurance & Compliance
- Conduct regular audits of Forbes Travel Guide standards, LQA standards, departmental SOPs, and service procedures.
- Ensure compliance with health, safety, hygiene, and security policies and procedures.
- Promote continuous improvement initiatives within the department.
- Monitor departmental equipment, inventory, supplies, and operational resources.
- Maintain accurate operational records, reports, and documentation as required.
- Ensure all Lost & Found procedures are properly followed according to company policy.
- Monitor the professional use of communication tools, including radios, mobile devices, and operational systems.
- Continuously update operational knowledge regarding systems, equipment, and technology used within the department.
Administrative Responsibilities
- Review and respond to departmental emails within established service standards.
- Prepare reports, schedules, coaching documentation, and operational records.
- Coordinate departmental meetings and communicate relevant operational updates.
- Support budget control initiatives through efficient resource management and cost awareness.
- Maintain accurate records of staffing schedules, attendance, operational assignments, training activities, and departmental audits.
- Assist the Host Manager in achieving departmental objectives and preparing operational reports as required.
Skills, Experience & Educational Requirements
Bachelor's Degree in Hospitality Management, Tourism, Business Administration, Hotel Management, or a related field preferred.
- Luxury hospitality certifications or specialized guest service training are considered an asset.
- Minimum 2 to 3 years of supervisory experience within Front Office, Guest Relations, Butler Services, Concierge, or Luxury Resort Operations.
- Previous experience in Forbes Five-Star, LQA-certified, or ultra-luxury hospitality environments preferred.
- Experience managing schedules, staffing allocation, workforce planning, and daily operational assignments.
- Proven experience handling guest complaints, service recovery, and VIP guest management.
- Experience leading multicultural teams and delivering exceptional guest experiences.
- Proficient in Microsoft Office Suite.
- Knowledge of Opera PMS, Alice, HotSOS, or similar hospitality systems preferred.
- Strong understanding of Front Office operations, guest services, room management, and luxury hospitality standards.
- Ability to generate reports, analyze operational data, and manage departmental administration.
- Knowledge of scheduling, labor productivity management, and workforce planning.
- Advanced English proficiency required.
- Ability to work flexible schedules, including weekends, holidays, and evenings.
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.
