Regent Experience Supervisor - Giám Sát Chăm Sóc Khách Hàng

Coordinate with Housekeeping department to ensure all guest rooms are ready prior to their arrival, avoid any back- to- back.
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.
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.
Review daily arrival list of all Regent Club guests and VIPs to check room allocation, amenity set up and special requests.
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.
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.
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.
Ensure the daily operation runs smoothly and that team members are aware of their role.
Creating an engaging atmosphere, provide high quality services to welcome guests .
Conduct daily shift briefings and meetings, update information and notify of any VIP arrangements.
Surprise guests at the right moments, through small or large gestures and acts of kindness and be genoreous with guests.
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”.
Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay.
Assign roster and dedicated Regent Experience Agents for villas and VIP guests when required.
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.
Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
Acquire professional knowledge about suggestive selling and upselling techniques, while also having the ability to train these skills to the rest of your team.
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.

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

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

Cập nhật gần nhất lúc: 2026-01-03 18:10:03