Host Manager
(19956)
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.
The Host Manager is responsible for leading 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 Hosts team the 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 with One&Only Palmilla 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 can anticipate guest 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.
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, coaches teams 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.
Excellent attention to detail regarding cleanliness, presentation, service standards, and operational execution.
Strong collaboration skills with Housekeeping, Front Office, Food & Beverage, Engineering, and other operational departments.
Ensure Hosts serve as the primary point of contact for guests throughout their stay, delivering seamless, personalized, and memorable experiences.
Ensure all 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.
Monitor guest satisfaction metrics including ReviewPro, ALICE, guest feedback, response times, and Forbes standards compliance.
Supervise, coach, and develop Host Leaders, Hosts, and Host Assistants to ensure operational consistency and professional growth.
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 spaces maintain the highest cleanliness and presentation standards.
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.
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