Regent Experience Supervisor - Giám Sát Chăm Sóc Khách Hàng

As a Supervisor you are trusted to take of of the top VIPs and their families acting as a combination of a “personal assistant”, “invaluable friend” and “local guide”.
Review daily arrival list of all Regent Club guests and VIPs to check room allocation, amenity set up and special requests.
Review daily departure list of all Regent Club guests and VIPs to ensure all the billings and departure arrangements are set in place. Farewell guests in the absence of the manager.
Creating an engaging atmosphere, provide high quality services to welcome guests .
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.
Surprise guests at the right moments, through small or large gestures and acts of kindness and be genoreous with guests.
Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay.
Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
Coordinate with Housekeeping department to ensure all guest rooms are ready prior to their arrival, avoid any back- to- back.
Ensure the daily operation runs smoothly and that team members are aware of their role.
Make sure that guest phone calls and emails are handled in a prompt and professional manner following “three rings” and 12/24 hours standards respectively.
Always be proactive and anticipate guest needs, but at the same time know when to be descreet and allow your guest to have their own space.
Assign roster and dedicated Regent Experience Agents for villas and VIP guests when required.
Build and maintain strong relationships with other departments in order to ensure a good collaboration during operation and know when to step in during peak times.
Conduct daily shift briefings and meetings, update information and notify of any VIP arrangements.
Acquire professional knowledge about suggestive selling and upselling techniques, while also having the ability to train these skills to the rest of your team.
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.
Study guest profile and preferences before their arrival. Make sure that the villa assignment and set up in the rooms is done properly and according to guest request.

1- 2 year experience or an equivalent combination of education and experience.
Good English
Knowledge of teaching methods.
Bachelor’s Degree or Diploma in Hotel Management, Training or related field.
Demonstrated ability to interact with employees and third parties at all levels.
Strong ethics and reliability.
Problem- solving, reasoning, motivating, organizational and training abilities.
Proficient in MS Office, PMS (Opera, Smile...)

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

Cập nhật gần nhất lúc: 2025-12-30 13:00:04