- You always look for opportunities to positively surprise guests at the right moments, through small or large gestures and acts of kindness.
- Create memorable and seamless departure experience to all Regent Phu Quoc guests, paying special attention and care to VIPs and those guests who use resort transfer. Assist them with the check-in, flight seats, baggage claims and carry-on.
- Attend daily briefing, obtain full information on daily operation, any VIP arrival and departure arrangements and/or any additional special events that needed attention.
- Prepare daily light snack and beverage for guest use at the airport desk. Monitor the quantity and raise orders based on the business needs via Assistant Chief Concierge when needed.
- Other responsibilites as assigned by a manager.
- Assist in handling issues related to Lost & Found of guest luggage at the airport following airport regulations.
- Build and maintain strong relationships with airport personnel, that include airline staff, custom and immigration officers, taxi and transportation companies and other hotels’ staffs.
- Create a warm and memorable welcome experience to all guests using resort transportation. Assist guest with baggage clearance and escort them to the vehicle, following Regent brand standards.
- Acquire excellent knowledge of the resort activities, facilities and services, as well as rooms and amenities in order to provide guests with most accurate information and suggestions.
- Be fully conversant with immigration services, private jet arrival/departure procedures and protocols that are set by the airport authorities.
- Check daily arrival and departure reports, transportation schedule in terms of resort and/or outsourced cars, chauffeurs assignment to provide guests with smooth arrival and departure experiences.
- Pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well-groomed appearance. Make sure that the airport deck is always in a spotless condition: sofa-chairs, coffee table are clean and well set up, TV screen displays relevant information, the lighting, smell are appropriate.
- Acquire extensive knowledge of the local cultures and life on Phu Quoc island, local destinations and points of interest, such as production farms, cafes and restaurants, spa, shops etc.
- Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
- Keep resort’s property safe and secure, treat provided working equipment and assests in a responsible and professional manner.
- Solve minor problems on the spot and take immediate service recovery actions if necessary. Immediately report guests feedbacks and issues to superiors in order to find a prompt and best solution.
- Handle Lost & Found items honestly, accurately, in a professional manner and in accordance to resort policy.
- Always live up to the standards set by the Regent brand, by assuring that you know and follow the standard operating procedures.
- Update information on the Phu Quoc Island tourism, activities and businesses on a regular basis and share this knowledge with your colleagues.
- Assist all arrival guests without resort transfer in a helpful and courteous manner.
- Work closely with Concierge and Regent Experience Agents to have a clear communication flow, where all guests movements, special arrangements are well communicated through.
- Work in collaboration with other departments and provide supportive environment to other collegues.
- Acquire professional knowledge about suggestive selling and upselling resorts services such as restaurants and bars, spa, tours and transportation, other miscellenious activities.
