Ensure Front of the House areas, including the porte- cochère, lobby and public bathrooms, are tidy and clean without any debris nor stain at all times.
Personalize interactions within service protocol and frequently verify that guests are experiencing the seamless journey at the resort from arrival to departure, and in between.
You will be responsible for island transportation services, and oversee the management of the resort’s fleet of bespoke motor- vehicles. You will also oversee together with the Chief Concierge your team’s operation of intra- resort transportation services with the resort’s electric buggies, and assume responsibility for concierge and porterage services.
Make frequent presence at the Lobby, Reception, and Regent Club, especially during peak periods, to ensure that the key Front of the House areas are managed well by the respective team and delivers the guest experiences according to the Regent Service Framework.
Ensure that all arrival rooms are assigned in advance allowing sufficient time for Housekeeping team to prepare. Monitor arrival, departure, in- house room status and keep extensive communication with Housekeeping team to coordinate together the guest’s flawless room experience. Pay additional attention to Regent Club/VIPs/special request/long stay guest rooms.
Perform any other duties which may be assigned by the higher management from time to time.
Ensure that all Front of the House associates are aware of current promotions, policies and other important information in the resort as well as in Phu Quoc island.
Ensure daily operations of Front of the House runs smoothly and that team members are aware of their roles and responsibilities assigned.
Ensure that the local regulations required by Vietnamese Government and resort’s policies relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
You will appoint and supervise a loyalty champion to ensure the resort delivers all applicable benefits to IHG Rewards members, Inner Circle members and InterContinental Ambassadors and Royal Ambassadors. You will also ensure that loyalty members are appropriately recognised throughout the guest journey.- You will be responsible for the activation of the Regent Experience Agent hallmark throughout the entirety of the guest journey. In alignment with the brand playbook and together with the Regent Experience Manager you will ensure that guests receive either re- active, active or dedicated service depending on the resort’s guest classification protocols.
Lead and drive for preparation and periodic updates, if necessary, of Front of the House Standard Operating Procedures. Always live up to the set standards and making sure that they are respected by the team.
Approve upgrades and special amenities according to the Regent standard and empowerment scope.
Ensure that Front of the House associates strictly follow the resort’s policies and regulations relating to fire, hazard safety, and security.
Implement consistent guest recognition programmes, maintain a relevant guest history database and utilize them in day- to- day operation to seek opportunities to curate decadent moments.
You will ensure there is frictionless and complete communication between the Front of House and Housekeeping departments and that rooms are fully prepared based on known preferences. You will drive the resort’s guest preference collection programme and ensure that guest information is shared and actioned across departments and divisions to enable personalised service experiences.
