Hostess

Position Summary

The Hostess is responsible for creating a warm, welcoming, and memorable first impression for every guest visiting Reload Sanctuary. This role greets and assists guests upon arrival, manages guest flow and waiting lists, coordinates seating and facility access, and works closely with the Reception, Wellness, and Operations teams to ensure a seamless guest experience.

As a brand ambassador of Reload Sanctuary, the Hostess is expected to demonstrate exceptional hospitality, professionalism, and attention to detail while delivering personalized service that reflects the company's premium wellness standards.

Key Responsibilities

Guest Reception & Hospitality

Welcome all guests, members, and visitors with a friendly, professional, and positive attitude.

Escort guests to the appropriate facility, lounge, café, treatment area, or waiting area when required.

Ensure every guest receives a smooth and personalized arrival experience.

Maintain excellent guest relations throughout the guest journey.

Guest Experience

Provide information regarding Reload Sanctuary's facilities, services, memberships, wellness programs, and promotions.

Anticipate guest needs and provide proactive assistance whenever possible.

Handle guest inquiries professionally and escalate concerns to the appropriate department when necessary.

Ensure guests feel comfortable, valued, and well cared for during their visit.

Reservation & Guest Flow

Coordinate with the Reception team regarding guest arrivals, bookings, and appointments.

Manage waiting lists during peak operational hours.

Assist in maintaining an efficient guest flow throughout the facility.

Communicate guest preferences or special requests to relevant departments.

Operational Support

Ensure the reception and waiting areas remain clean, organized, and presentable at all times.

Monitor the overall appearance and ambiance of guest-facing areas.

Support operational activities, special events, workshops, and promotional campaigns when required.

Assist other Guest Experience team members during busy periods.

Communication & Coordination

Work closely with Reception, Wellness, Gym, Café, Retail, Housekeeping, and Operations teams to deliver exceptional service.

Report guest feedback, complaints, or operational issues promptly to the Guest Experience Manager.

Maintain effective communication across departments to ensure service excellence.

Professional Standards

Maintain professional grooming and appearance in accordance with company standards.

Protect guest privacy and maintain confidentiality at all times.

Follow all company policies, SOPs, and workplace health and safety procedures.

Qualifications

High School Diploma or equivalent; Diploma or Bachelor's Degree in Hospitality or Tourism is preferred.

Minimum 1 year of experience in hospitality, wellness, luxury retail, hotels, restaurants, or customer service is preferred.

Excellent interpersonal and communication skills.

Professional appearance and positive attitude.

Ability to remain calm and courteous in a fast-paced environment.

Good English communication skills are preferred.

Core Competencies

Exceptional Guest Service

Hospitality Mindset

Communication Skills

Professional Grooming & Presentation

Positive Attitude

Problem Solving

Attention to Detail

Teamwork

Time Management

Adaptability

Key Performance Indicators (KPIs)

Guest Satisfaction Score

Quality of Guest Experience

Response Time to Guest Requests

Guest Feedback & Complaints Resolution

Professional Grooming Compliance

Attendance & Punctuality

SOP Compliance

Team Collaboration