Regent Experience Executive

Regent Experience Executive (Mandarin Speaking) - Chuyên Viên Chăm Sóc Khách Hàng (Giao Tiếp Tiếng Trung)
**Hạn nộp**: 30/07/2025 Mức lương: Thỏa thuận
Nộp hồ sơ ứng tuyển
THÔNG TIN CƠ BẢN
Số lượng
1
Nơi làm việc
Huyện Phú Quốc - Kiên Giang
Giờ làm việc
Làm theo ca
Loại hình
Khách sạn/ Khu căn hộ Resort/ Khu Du lịch
Ngành nghề
Tiền sảnh
Vị trí
Nhân viên
Cập nhật
15/07/2025 02:33
MÔ TẢ CÔNG VIỆC
Look for opportunities to positively surprise guests at the right moments, through small or large gestures and acts of kindness. You are empowered to be generous with guests, so that you know how and when to curate decadent moments.
Acquire extensive knowledge of the resort activities and life on Phu Quoc island along with deeply understanding of guests needs in order to create most personalized recommendations and unforgettable experience.
You are trusted to take care of the Chinese speaking guests. Ensure that they feel comfortable despite the language barrier and all their requests are handled with care.
Share your knowledge of Chinese culture, service behavior and basic means of communication with your team, so that they are confident to handle guests during your absence.
Ensure all guest pre-arrival details and requests are well communicated to related departments and recorded in the system.
Study guest profile and preferences before their arrival. Make sure that the room assignment and set up in the rooms is done properly and according to guest request. Try to anticipate all aspects of the guest stay and create personal haven when possible.
Inspect room before VIP guest arrival and coordinate with Housekeeping department to ensure it is in perfect condition and cleanliness, all amenities are set up according to the standards and, when needed, extra amenities are available, all special amenities are in place (e.g. VIP, honeymoon, birthday, anniversary, children amenities etc.).
Create a suggestive personalized itinerary based on guest purpose, length of stay, specifics of their travel, interests and other information gathered prior to guest arrival. Present it to the guest and adjust as they wish.
Create a warm and welcoming arrival experience to your guests by acquiring all necessary information about them before their arrival to make the experience as seamless and personalized as possible.
Always be proactive and anticipate guest needs, but at the same time know when to be discreet 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.
Solve minor problems on the spot and take immediate service recovery actions if necessary. Instantly report guest feedbacks and issues to superiors in order to find a prompt and best solution.
You are one of the last associates to bid guest a farewell, so you need to ensure that the experience will leave a long lasting memory by being well prepared with accurate billing and guests departure arrangements (work closely with Concierge to check guest departure flight details, arrange luggage pick-up, airport drop-off and airport representative assistance).
Check arrival guest details to prepare and order VIP amenities, welcome drinks and towels with Housekeeping, R&B and Culinary teams. Ensure all records are accurate for monthly financial procedures. Make sure that the orders are placed adhering to business needs, avoiding any unnecessary wastage.
Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay (such as FO, F&B, Spa and Recreation, etc.) to make sure that the service at each outlet is spotless and communication goes through clearly.
Provide clear communications throughout all departments in the resort and to the third parties with guests related inquiries.
Make sure that guests profile, habits, 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 relate d to personal information and requests that do not violate resort policies and law of Vietnam.
When a problem related to your team’s operation occurs, you take ownership of it and take all measures to prevent the issue from recurring.
You are proficient in all Front Office operation procedures in order to perfectly understand all reservation details (arrival/departure time, rate, length of stay, check-in/-out process and billing).
Update information on the Phu Quoc Island tourism, activities and businesses on a regular basis and share this knowledge with the colleagues in the resort.
You are 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