Mô tả công việc

- Creating an engaging atmosphere, provide high quality services to welcome guests .

- Surprise guests at the right moments, through small or large gestures and acts of kindness and be genoreous with guests.

- Give guests personalized recommendations in order to optimize overall guest satisfaction.

- 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.

- Inspect villa cleanliness before guest arrival, report and follow up with Engineering deparment to rectify any defects that may occur.

- Create a suggestive personalized itinerary based on guest purpose.

- Review daily arrival list of all Regent Club guests and VIPs to check room allocation, amenity set up and special requests.

- 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.

- 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”.

- Offer different butler services to your guests such as packing & unpacking their luggage, shoe shining, laundry & pressing services etc.

- 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.

- Make sure that guest phone calls and emails are handled in a prompt and professional manner.

- Solve problems on the spot and take immediate service recovery actions if necessary.

- 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.

- Acquire professional knowledge about suggestive selling and upselling techniques, while also having the ability to train these skills to the rest of your team.

- Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay.

- Provide clear communications throughout all departments in the resort and to the third parties with guests related inquiries.

- Make sure that guests profile, habbits, preferences and special requests are properly recorded in the system. Update information and notify of any VIP arrangements to all departments.

- Understand and respect guests privacy, ensure discretion and confidentiality of guests stay and their inquires at all times. This is related to personal information and requests that do not violate resort policies and law of Vietnam.

- 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.

- Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.

- Ensure the daily operation runs smoothly and that team members are aware of their role.

- Conduct daily shift briefings and meetings, update information and notify of any VIP arrangements.

- In charge of the operation in absence of the manager and make a daily report at the end of the shift.

- 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 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.

- Always live up to the standards set by the Regent brand, by assuring that you know the standard operating procedures and making sure that they are respected by the team.

- Assist Regent Club Manager in preparing and updating service operating procedures if necessary.

- Ensure training sessions for your team are planned, carried out and recorded according to the Regent standards.

- Conduct regular check-in conversations and annual Employee Performance Reviews with the team members, recognize their achievements, give constructive feedbacks when needed and support associates in their development goals.

- Lead by example through following hotel, company and local policies and rules and ensure that the team is doing the same.

- Assure that people do not work unnecessary over time, have their daily lunch- or dinner break and work reasonable shifts.

- Lead by example by keeping resorts property safe and secure, treating provided working equipment and assests in a responsible and professional manner.

- Handle Lost & Found items honestly, accurately, in a professional manner and in accordance to resort policy, at the same time ensure that this behavior is followed by all team members.

- Other responsibilites as assigned by the manager.

Quyền lợi được hưởng

• Competitive salary

• Insurance as labor law

• Healthcare insurance for personnel after 6 working months and for the family after 2 working years

• 24/7 accident insurance

• At least 14 annual leave, 2 days off per week

• Contract 2 years included probation period

• Relocation, repatriation allowance

• Rest and relaxation, Home leave allowance

• Accommodation, uniform, transportation, and meals are provided

• Service charge as revenue

• International working environment, join courses of IHG Group

• Other benefits

Yêu cầu công việc

1. Education:

Bachelor’s Degree or Diploma in Hotel Management, Training or related field.

2. Service years in the field:

1-2 year experience or an equivalent combination of education and experience.

3. Knowledge and skills:

Knowledge of teaching methods.

Proficient in MS Office

Strong ethics and reliability.

Demonstrated ability to interact with employees and third parties at all levels.

Problem-solving, reasoning, motivating, organizational and training abilities.

4. Language: Good English