GUEST SERVICES MANAGER - REGENT PHU QUOC
Hotel Brand: Regent
Location: Vietnam
Albergo: Phu Quoc (PQCRR), Bai Truong, Duong To
Job number: 135155
- You oversee the daily operation, while being actively involved in the Front Office service processes, engage with guests and make sure that the service level is exceeding guests expectations.
- Ensure product quality standards are met and that excellent service is provided to all resort guests.
- You are responsible to make sure that the Reception team respects and lives up to the Regent standards and service behaviours.
- You ensure that each guest interaction with Front Office colleagues is efficient and engaging, from arrival to departure.
- Curate personalize welcome experience to all guests and make sure that all guests are met by management at departure to ensure their stay was nothing but exceptional. If occurred, handle guests issues with most care and professionalism.
- Ensure that room assignment is done in advance, taking into account all guests requests and preferences, giving priority to top VIPs and IHG Rewards Members. Check daily arrival and departures to bring back to back to minimum
- 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.
- 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.
- - As a Guest Services Manager, you are in charge of the Front Office operation in absence of the Front Office Manager. Conduct daily shift briefings to ensure clear communication across the department sections.
- You make sure that the lobby area is well manned at all times, its cleanliness and condition is at highest level.
- Engage the team and build strong relationship with all resort departments for efficient collaboration during operation.
- Lead and develop receptionist team by having regular check-in conversations, conducting trainings and involving the team members in driving resort goals. Make sure that your team members are aware of their responsibilities, company and individual goals.
- Perform any other duties which may be assigned by the management from time to time.
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