You are one of the last associates to bid guest a farewell, so you need to ensure that the experience will leave a long lasting memory by being well prepared with accurate billing and guests departure arrangements (work closely with Concierge to check guest departure flight details, arrange luggage pick- up, airport drop- off and airport representative assistance).
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.
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.
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.
Inspect room before VIP guest arrival and coordinate with Housekeeping department to ensure it is in perfect condition and cleanliness, all amenities are set up according to the standards and, when needed, extra amenities are available, all special amenities are in place (e.g. VIP, honeymoon, birthday, anniversary, children amenities etc.).
Prepare daily welcome towels and drinks for arrival guests. Ensure proper records and handover with Housekeeping department in regards to the face towels; and ensure pre- order of welcome drink with R&B is well arranged, avoiding unnecessary wastage.
You are a unique point of contact for the guest during their stay, ensuring you handle all their requests seamlessly. You act as a personal assistant throughout entire guest journey with Regent Phu Quoc.
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.
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.
Look for opportunities to positively surprise guests at the right moments, through small or large gestures and acts of kindness.
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.
Always be proactive and anticipate guest needs, but at the same time know when to be discreet and allow your guest to have their own space.
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.
