Host / Hostess – Essence & The Terrace

ROKI Collection Queenstown

Position Overview

The Host / Hostess is an integral part of the guest experience at ROKI Collection Queenstown, responsible for creating a warm, polished and highly personalised welcome for guests dining at Essence and The Terrace.

As one of the first and last points of contact within our dining experiences, the Host / Hostess sets the tone for the entire guest journey. The role requires exceptional attention to detail, genuine warmth, confidence and an understanding of luxury hospitality.

The successful candidate will ensure every guest feels welcomed, recognised and cared for from the moment they arrive through to their departure.

Key Responsibilities

Guest Welcome & Experience

• Warmly welcome all guests arriving at Essence and The Terrace with genuine hospitality and confidence.
• Manage guest arrivals and departures in a calm, polished and professional manner.
• Escort guests to their table and provide an engaging introduction to the dining experience.
• Recognise returning guests and VIPs and ensure appropriate personalisation throughout their visit.
• Maintain a strong awareness of guest preferences, special occasions and relevant guest information.
• Assist with creating memorable and personalised moments for guests.

Reservations & Restaurant Coordination

• Manage restaurant arrivals, reservations and seating efficiently.
• Liaise closely with the Reservations, Restaurant and Hotel teams to ensure smooth service.
• Monitor table availability and seating plans throughout each service.
• Communicate changes, special requests and guest requirements clearly to the relevant team members.
• Assist with managing walk-ins and enquiries in accordance with ROKI standards.
• Ensure reservation notes and guest preferences are accurately communicated.

Essence & The Terrace

• Understand the distinct positioning and offering of both Essence and The Terrace.
• Be confident discussing menus, dining formats, opening times and the overall experience with guests.
• Understand the relationship between ROKI accommodation, Essence and The Terrace and be able to communicate this naturally.
• Assist guests with appropriate recommendations and information regarding dining and other ROKI experiences.

Guest Communication

• Answer telephone calls and guest enquiries professionally and efficiently.
• Respond to guest questions with confidence and, where necessary, seek assistance from the appropriate department.
• Communicate clearly with Hotel Reception, Guest Services, Reservations, F&B and Management.
• Maintain discretion when handling guest information and VIP arrangements.

Presentation & Standards

• Maintain an immaculate personal presentation consistent with ROKI’s luxury standards.
• Ensure the restaurant entrance, host desk and surrounding guest areas are maintained to the highest standard.
• Be observant and proactive, identifying opportunities to enhance the guest experience before being asked.
• Maintain a calm and composed presence during busy periods.

ROKI Guest Experience

The Host / Hostess is expected to embody ROKI’s values of grace, abundance and an unconditional commitment to the guest.

We are looking for someone who:

• Naturally makes people feel welcome and valued.
• Has a genuine passion for hospitality.
• Notices the small details that others may overlook.
• Is warm, personable and confident without being intrusive.
• Understands that luxury is about how a guest feels, not simply what is provided.
• Takes ownership and looks for ways to exceed expectations.
• Works collaboratively and supports colleagues across the wider ROKI team.
• Is comfortable working with high-profile, VIP and international guests.

Skills & Experience

Essential

• Previous experience in luxury hospitality, restaurants, hotels or a high-end customer-facing environment.
• Excellent communication and interpersonal skills.
• Professional and polished presentation.
• Strong organisational skills and attention to detail.
• Ability to remain calm and composed under pressure.
• A genuine passion for creating exceptional guest experiences.
• Ability to work collaboratively as part of a high-performing team.

Desirable

• Experience within a luxury hotel or fine-dining environment.
• Knowledge of food, wine and contemporary dining.
• Experience with restaurant reservation systems such as SevenRooms.
• Previous experience working with international and VIP clientele.
• New Zealand hospitality experience.

Personal Attributes

The ideal candidate will be:

• Warm – naturally welcoming and personable.
• Observant – notices what guests need before they ask.
• Composed – remains calm and polished at all times.
• Confident – comfortable engaging with discerning guests.
• Proactive – takes ownership rather than waiting to be directed.
• Discreet – understands the importance of privacy and confidentiality.
• Team-focused – communicates effectively and supports colleagues.
• Curious – continually seeks to learn and improve.
• Genuine – creates authentic connections rather than relying on scripted service.

What Success Looks Like

Success in this role means that every guest arriving at Essence or The Terrace feels that ROKI was expecting them.

The Host / Hostess should create a seamless transition from the hotel or street into the dining experience, ensuring that guests feel recognised, relaxed and genuinely welcomed.

The role is not simply about seating guests. It is about owning the beginning and end of the guest journey and helping create an experience worthy of ROKI Collection.

Reporting

Reports to: Director of Dining  Works closely with: Essence & The Terrace service teams, Reservations, Guest Services, Front Office and wider ROKI Collection leadership.

ROKI Collection

ROKI Collection Queenstown is a 15-key ultra-luxury property in the heart of Queenstown, offering an intimate and highly personalised guest experience. Essence and The Terrace form an important part of the ROKI dining offering, with a strong focus on exceptional food, wine, service and genuine New Zealand hospitality.

Every member of the ROKI team contributes to our promise of creating a sanctuary of calm and the luxury of tranquillity, and the Host / Hostess plays a particularly important role in making that promise tangible from the moment a guest arrives.

Wage: $29.50 – $33.00 per hour guaranteed minimum of 30 hours per week.