Senior Host: Luxury Members Club & Guest Experience

As a Senior Host, you will be the first and lasting impression of The House of KOKO experience, setting the tone for every member and guest interaction. This is a highly guest-facing role focused on delivering a seamless, personalised welcome, with particular emphasis on member recognition, relationship building and creating a sense of belonging from arrival through to departure.

Working from the members desk, you will oversee the flow of arrivals, manage guest access and ensure that every interaction reflects the standards and identity of KOKO. You will play a key role in maintaining strong member relationships, supporting retention and ensuring that guest preferences and behaviours are captured to continuously enhance the experience.

You will support the wider host team in delivering a consistent, high-quality welcome, working closely with Membership, Reception and F&B teams to ensure a joined-up approach to the member journey. With strong attention to detail and awareness of the wider operation, you will help ensure The House runs smoothly, particularly during peak periods and events.

Beyond the desk, you will contribute to the overall atmosphere of The House, acting as an ambassador for the brand and fostering an environment that feels both elevated and welcoming.

• Provide a warm, personalised welcome to all members and guests, ensuring consistent recognition and engagement.
• Oversee the members desk operation, managing arrivals, access and guest flow efficiently, particularly during peak periods.
• Build and maintain strong member relationships, remembering preferences, behaviours and key details to enhance the experience.
• Support and guide the host team, ensuring high standards of presentation, communication and service delivery.
• Ensure all guest and member information is accurately captured and updated within relevant systems.
• Act as a key point of contact for member queries, handling requests with professionalism and discretion.
• Collaborate with Membership, Reception, Events and F&B teams to ensure a seamless and consistent member journey.
• Support the coordination of bookings and arrivals, ensuring alignment across departments.
• Monitor guest feedback and behaviours, sharing insights to support member engagement and retention.
• Support the delivery of key events and activations, ensuring a smooth and welcoming arrival experience.
• Lead by example on the floor, setting the tone for service, energy and professionalism.
• Support and ensure delivery of management instructions and company initiatives within the team.
• Ensure all service standards, brand values, and operational procedures are consistently upheld.
• Handle guest concerns with sensitivity, always aiming to resolve issues in a way that protects the member experience and brand reputation.
• Promote awareness of membership benefits and support a culture of engagement and community within the House.
• Represent the brand with professionalism and creativity, reinforcing KOKO’s reputation for exceptional and unique service.

We’re seeking someone with a natural ability to create memorable, personalised experiences and build genuine relationships. You will have a strong presence, a keen eye for detail and a passion for hospitality, culture and people.

• Previous experience in a guest-facing role within luxury hospitality, ideally within a members’ club or similar environment.
• A natural host with the ability to connect, recognise and engage with members and guests.
• Strong organisational skills and attention to detail, particularly in managing arrivals and guest information.
• Immaculate personal presentation with excellent communication skills, verbally and in writing.
• Actively seeking to establish trust and credibility, by ensuring excellent service.
• Proactive, solutions-focused, and committed to delivering consistently high standards.
• A keen interest in creating an entertaining environment, with integrity.