Villa Host/ Nhân viên Dịch vụ khách VIP

1. The Role

Under the supervision of the Assistant Front Office Manager, the Villa Host is responsible for providing highly personalized, discreet, and intuitive service to VIP guests staying in Villas or visiting the VIP Lounge.

Unlike the standard Guest Service Agent role, the Villa Host focuses on a luxury guest experience, anticipatory service, and seamless coordination with various departments to ensure that every VIP guest receives exceptional care from arrival to departure.

2. Key Responsibilities

A. Planning & Organizing

• Review and update Villa Logbook daily; ensure accuracy of VIP arrivals, preferences, and special occasions.
• Inspect the VIP Lounge and Villa areas; ensure readiness and proper setup for guest arrival.
• Coordinate preparation of welcome amenities, celebration setups, or special requests following brand standards.
• Liaise with FO, Housekeeping, F&B, Engineering, and other departments to personalize guest experiences.
• Ensure all equipment, communication tools, and work areas in the Villa section are functioning properly.
• Maintain professional grooming and appearance at all times in line with VIP service standards.
• Attend scheduled training sessions and maintain up-to-date knowledge of hotel products and services.

B. Operations – VIP Guest Experience

• Welcome VIP guests upon arrival at the VIP Lounge or designated Villa check-in area.
• Assist with seamless check-in/check-out, ensuring privacy, efficiency, and zero waiting time.
• Escort guests to their Villa, introduce Villa features, amenities, and available services.
• Provide personal hosting throughout the stay: remembering guest names, preferences, and routines.
• Respond promptly to guest inquiries and handle all requests, including transportation, dining, spa bookings, in-villa dining, or buggy service.
• Conduct detailed Villa inspections to ensure readiness before arrival and during stay.
• Coordinate closely with Housekeeping for cleaning schedules based on guest patterns.
• Manage guest complaints discreetly and professionally; escalate when needed.
• Make courtesy calls after check-in or service delivery to ensure guest satisfaction.
• Maintain the cleanliness, ambiance, and service standards of the VIP Lounge area.
• Follow all OSM standards related to luxury service and guest interaction.

C. Coordination & Communication

• Act as the primary point of contact for all guest-related matters within the Villa area.
• Update guest profiles and preferences accurately in the PMS to support future stays.
• Communicate daily with relevant departments to ensure consistency in service delivery.
• Prepare shift handover reports and update the next team on essential information.
• Coordinate special arrangements (honeymoon, birthdays, anniversaries) with respective teams.