- Conduct daily shift briefings and meetings, where you deliver clear communications regarding to resort operation, update information and notify of any VIP arrangements.
- Ensure training sessions for your team are planned, carried out and recorded according to the Regent standards.
- Pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well-groomed appearance of every team member.
- Understand and respect guests privacy, ensure discretion and confidentiality of guests stay and their inquires at all times. This is related to personal information and requests that do not violate resort policies and law of Vietnam.
- Acquire professional knowledge about suggestive selling and upselling techniques, while also having the ability to train these skills to the rest of the team.
- Ensure that room assignment is made at least 2-3 days prior to guest arrival, taking into account all guests requests and preferences, giving priority to top VIPs and IHG Rewards Club Members. Use this opportunity to surprise guests and create decadent moment. Check daily arrival and departures to bring back to back to minimum.
- Lead by example through following hotel, company and local policies and rules and ensure that the team is doing the same.
- Assist Front Office Manager in preparing and updating service operating procedures if necessary.
- Make sure that guests profile, preferences and special requests are properly recorded in the system.
- As a Reception Supervisor you make guests feel welcome by creating an engaging atmosphere, where all Receptionist team members provide high quality services.
- You have extensive knowledge about activities in Regent and the rest of Phu Quoc Island, which allows you to give guests personalized recommendations in order to optimize overall guest satisfaction. Shares your knowledge with the team, so that each Receptionist can provide exceptional service to all guests.
- Handle Lost & Found items honestly, accurately, in a professional manner and in accordance to resort policy, at the same time ensure that this behavior is followed by all team members.
- Communicate with the operational departments in order to ensure a good collaboration during operation and know when to step in during peak times.
- Other responsibilites as assigned by the manager.
- Look for opportunities to positively surprise guests at the right moments, through small or large gestures and acts of kindness. You are empowered to be genoreous with guests, so that you know how and when to curate decadent moments.
- Lead by example by keeping resorts property safe and secure, treating provided working equipment and assests in a responsible and professional manner.
- Work closely and effectively with the financial department and banking institutions to ensure all guest billings, cashier and upselling reports are accurately proceeded and timely dated.
- You manage employee satisfaction and are responsible for the team. This includes assuring that people do not work unnecessary over time, have their daily lunch- or dinner break and work reasonable shifts.
- Ensure a strict control over the room keys. Follow resort policy of safety and security while handling lost key situations.
- Always live up to the standards set by the Regent brand, by assuring that you know the standard operating procedures and making sure that they are respected by your team.
- Ensure that the Receptionist team members create memorable arrival and departure experience to all individual and group guests by planning ahead, setting clear guidelines and procedures on place, providing the team with all necessary equipment and resources.
- Know set key performance objectives and ensure to meet rooms financial and non-financial metrics such as upselling revenue, IHG Rewards Club Member recognition and enrollments, Arrival/Departure scores and other metrics set by resort management. Set clear targets for each receptionist, follow up on their progress and support them in achieving the goals.
- Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
- When a problem related to your team’s operation occurs, you take ownership of it and take all measures to prevent the issue from reccuring.
- Ensure the daily operation runs smoothly and that team members are aware of their role and responsibilities in order to do so.
- You have the knowledge to solve problems on the spot and take immediate service recovery actions if necessary. Always follow up on guest issues as part of the service recovery process and review steps taken afterwards. Immediately report guests feedbacks and issues to superiors in order to find a prompt and best solution.
- Conduct regular check-in conversations and annual Employee Performance Reviews with the team members, recognize their achievements, give constructive feedbacks when needed and support your associates in their development goals.
- Handle emails and phone calls in a prompt and professional manner. Make sure that your team follows the same behaviour.
