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.
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 enrollment, Arrival/Departure scores and other metrics set by resort management. Set clear targets for each team member, follow up on their progress and support them in achieving the goals.
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.).
You check on the guest stay through courtesy calls and visits, while being rather intuitive and giving guest their personal space and privacy. Know when to step in and engage with the guest to ensure they are having a great experience.
Share your knowledge of Chinese culture, service behavior and basic means of communication with your team, so that they are confident to handle guests during your absence.
Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay (such as FO, F&B, Spa and Recreation, etc.) to make sure that the service at each outlet is spotless and communication goes through clearly.
You are trusted to take care of the Chinese speaking guests. Ensure that they feel comfortable despite the language barrier and all their requests are handled with care.
You are proficient in all Front Office operation procedures in order to perfectly understand all reservation details (arrival/departure time, rate, length of stay, check- in/- out process and billing).
Create a warm and welcoming arrival experience to your guests by acquiring all necessary information about them before their arrival to make the experience as seamless and personalized as possible.
Understand and respect guests privacy, ensure discretion and confidentiality of guests stay and their inquires at all times. This is relate d to personal information and requests that do not violate resort policies and law of Vietnam.
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 the team.
Ensure all guest pre- arrival details and requests are well communicated to related departments and recorded in the system.
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.
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.
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.
Provide clear communications throughout all departments in the resort and to the third parties with guests related inquiries.
