Regent Experience Agent - Nhân Viên Chăm Sóc Khách Hàng

Perform any other duties that may be assigned by the management from time to time.
Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay (such as FO, R&B, Spa and Recreation, etc.) to make sure that the service at each outlet is spotless and communication goes through clearly.
Study guest profile and preferences before their arrival. Make sure that the room assignment and set up in the rooms is done properly and according to guest request. Try to anticipate all aspects of the guest stay and create personal haven when possible.
Check arrival guest details to prepare and order VIP amenities with Housekeeping, R&B and Culinary teams (check VIP Amenity Order SOP). Ensure all records are accurate for monthly financial procedures.
Contact guest/guest’s representative prior to their arrival to inquire all necessary information about their upcoming stay in order to arrange all their requests and ensure a smooth guest journey. Communication channels at this stage may include email and direct phone calls.
Look for opportunities to positively surprise guests at the right moments, through small or large gestures and acts of kindness.
Acquire extensive knowledge of the resort activities and life on Phu Quoc island along with deeply understanding of guests needs in order to create most personalized recommendations and unforgettable experience.
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.
Create a suggestive personalized itinerary based on guest purpose, length of stay, specifics of their travel, interests and other information gathered prior to guest arrival. Present it to the guest and adjust as they wish.

Can work in rotated shifts
Diploma or Vocational Certificate in Hospitality Skills or related field
Fluent in English is a must
Able to use Opera or other Hotel Management Systems
At least 1- year of service in five- star hotel
Possess the customer service- oriented mindset

Healthcare insurance for personnel for at least 6 service months and for the family after working 2 years
International working environment
14 annual leave, 2 days off per week
Rest and relaxation: 2 million per 3 service months
Relocation, repatriation and home leave allowance
Accommodation, uniforms, transportation, and meals are provided
Insurance as labor law
Appealing remuneration including service charge as revenue (100% salary and service charge during probation period)
7 accident insurance
Other benefits will be discussed during the interview

Cập nhật gần nhất lúc: 2025-10-20 12:25:02