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Mô Tả Công Việc
- Personalize interactions within service protocol and frequently verify that guests are experiencing the seamless journey at the resort from arrival to departure, and in between.
- Personally welcome and introduce self to all arriving guests to ensure they are provided with seamless check-in experience.
- Ensure that all Regent Club guests (based on their booking reservations and VIP status) receive established level of proactive service. Check pre-arrival communication on daily basis to identify any missed opportunities.
- Ensure that all Regent Club associates are aware of current promotions, policies and other important information in the resort as well as in Phu Quoc island.
- Implement consistent guest recognition programme, maintain a relevant guest history database and utilize them in day-to-day operation to seek opportunities to curate decadent moments.
- - Ensure that all arrival rooms are assigned in advance allowing sufficient time for Housekeeping team to prepare. Monitor arrival, departure, in-house room status and keep extensive communication with Housekeeping team to coordinate together the guest’s flawless room experience to all Regent Club guests.
- - 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.
- Be on top of all issues, accidents/incidents, complaints related to guest experiences as well as resort’s products and facilities. Have the extensive knowledge to solve issues on the spot and take immediate service recovery actions if necessary. Report the issues through the internal communication platforms when appropriate, and follow up on guest issues as part of the service recovery process and review steps taken afterwards.
- Effectively communicate guest feedback across all departments to avoid recurrence of any shortfalls and allowing other colleagues to impress guests by providing truly personalized service. Ensure that all feedbacks and important guest notes are filed in the system and logbook that are accessible to related departments in the resort.
- Proactively investigate all low scores and social media reviews given by guests in regards to their stay, especially services in Regent Club in order to rectify the root causes and prevent it from re-occurring.
- Ensure all guests are met at departure in order to gain their feedback on the stay and to take immediate recovery actions if required.
- You are fully conversant with the Crisis Respond Team emergency procedures as per IHG Crisis manual and upon advice from relevant authorities that include but are not limited to: medical, fire and safety emergencies, bomb threat, evacuation procedures, First Aid and CPR, loss prevention, power outage and system downtime.
- Facilitate the reporting and investigation of injuries and incidents arising from regent Club guests, conduct and/or assist in investigations in order to come up with proper recommendations and corrective actions to prevent or minimize the chance of recurrence.
- Inspect the villas on regular basis and report to Front Office Manager to block rooms as necessary for maintenance when appropriate, and keep the extensive communication/update within the Rooms Division.
- Review daily arrival list of all Regent Club guests and VIPs to check room allocation, amenity set up and special requests. Collaborate with Housekeeping department to ensure all guests requests are handled prior to their arrival.
- Review daily in-house, arrival and departure guest list in order to have a good preparation to run operation in the Regent Club. Highlight any VIPs stays and make sure the team is aware of their profiles and preferences in food and beverage as well as any other special requests for their stay.
- Ensure that guests profile, habit, preferences and special requests are properly recorded in the system. Important VIP guests stay and details must be shared across all departments to ensure frictionless experience is delivered to the guests at each touch point.
- Approve upgrades and special amenities according to the Regent standard and empowerment scope.
- You are responsible for meeting the HACCP standards and actively check cleanliness in both front and back of the house, to make sure standards are achieved.
- Work closely with Regent Club kitchen team to ensure high quality of food and availability of menu items and special requests of the guests that are not listed in the menu are provided at all times.
- Ensure the daily operation of Regent Club runs smoothly, team members are aware of their roles and responsibilities assigned and that the provided service lives up to brand standards.
- Conduct daily shift briefings and meetings, where you deliver clear communications regarding to resort operation, update information and notify of any VIP arrangements.
- Maximize associate productivity through the utilization of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the guest satisfaction measurement.
- Conduct daily shift briefings and meetings, where you deliver clear communications regarding to resort operation, update information and notify of any VIP arrangements.
- Communicate well with all operational and non-operational departments in order to ensure a good collaboration during operation and know when to step in during peak times. Build and maintain strong relationship with all resort departments in order to deliver the most harmonious flow in guest experience at the resort.
- Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
- Oversee the amount of work and pro-actively ask for support from other colleagues in the resort when and if needed.
- Handle “24h Do Not Disturb” situations adhering to resort standard operating procedures, ensuring safety and security of the guests. Know how to activate emergency protocols if occurred.
- Understand and respect guests privacy, ensure discretion and confidentiality of guests inquires at all times. This is related to personal information and requests that do not violate resort policies and law of Vietnam. Make sure that it is respected by the team.
- Ensure that the local regulations required by Vietnamese Government and resort’s policies relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
- Manage Regent Club expenses within approved budget and make sure to avoid any unnecessary spendings. Work with Front Office Manager to ensure that Regent Club expenses are aligned with the budget at the same time not compromising guest experience.
- You are in control of the daily/monthly inventory of Regent Club assets and dry goods. Make sure that the team conducts daily inventory and keeps proper records.
- Monitor breakages and/or loss and take measures to minimize it, ensure the team strictly follows the breakage & loss procedures and understands their responsibility in treating resort assets.
- Handle Lost & Found incidents according to Regent policies and procedures. Coordinate with Security and related departments/colleagues to have proper records and reports related to L&F items.
- Lead by example by keeping resorts property safe and secure, treating provided working equipment and asests in a responsible and professional manner.
- Handle property and fixture damage incidents adhering to resort policies and procedures. Ensure to follow proper incident reporting.
- 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, FO and Regent Club 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.
- Plan and implement effective training program in coordination with the Departmental Trainers and Training Manager, carried out and recorded according to the Regent standards.
- Review Regent Club and Dedicated Regent Experience Agents related SOPs and update them when needed. You ensure that your team has all needed SOPs and that they are regularly checked to meet the brand standards from IHG and Forbes Travel Guide.
- Constantly seek for opportunities to develop skills and effectiveness of all Regent Experience associates through the appropriate coaching, and/or mentoring, conduct the Check-In Conversation periodically and record in order to reflect it in Personal Development Plan and Annual Performance Review.
- You manage employee satisfaction and are responsible for the team. This includes assuring that people do not work unnecessary over time, have their daily lunch- or dinner break and work reasonable shifts.
- Pay attention to small details, which visually expresses in a spotlessly clean working areas, outstanding services and well-groomed appearance of the team members.
- Regularly conduct inspection of the Lounge to make sure it is cleaned, the tables, counters and windows are dust- and stain-free, ensure the proper lighting, pleasant smell and music are set.
- Perform any other duties which may be assigned by the higher management from time to time.
Yêu Cầu Công Việc
- Education: Diploma or Vocational Certificate in Hotel Management, Business Administration, or related field preferred
- Demonstrated ability to interact with customers, employees, and third parties that reflects highly on the hotel, the brand and the Company
- Problem-solving and organizational abilities
- Proficient in the use of Microsoft Office
- Good writing skills
- Language: Good in English
- Proficient in administrative tasks
- Meticulous and attentive
Hình thức
Quyền Lợi
- Appealing remuneration including service charge as revenue (100% salary and service charge during probation period)
- At least 14 annual leave, 2 days off per week
- Relocation, repatriation allowance
- Rest and relaxation
- Home leave allowance
- Accommodation, uniforms, transportation, and meals are provided
- International working environment
- Insurance as labor law
- Healthcare insurance for personnel for at least 6 service months and for the family after working 2 years
- 24/7 accident insurance
- Language Allowance
- Other benefits
Mức lương
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