Guest Services Manager

4 days ago

Vietnam IHG Full time $2,500,000 - $3,500,000 per year
Description

At Regent, we aim to elevate our guests above the noise — an experience that can only be achieved through thoughtfully managed and well-connected service processes.

As a Guest Services Manager, you oversee daily operations while being actively involved in Front Office service delivery. You engage with guests and ensure that service levels consistently exceed expectations. You are responsible for maintaining product quality standards and delivering exceptional service to every resort guest.

You lead the Reception team by upholding Regent's standards and service behaviors, ensuring each guest interaction — from arrival to departure — is both efficient and engaging. You curate personalized welcome experiences and ensure that every guest is personally met by a member of management upon departure, confirming their stay was nothing short of exceptional.

When guest issues arise, you handle them with the utmost care and professionalism. You ensure the lobby is always well-staffed, impeccably clean, and maintained to the highest standards.

You actively engage your team and foster strong collaboration with all resort departments to ensure seamless operations. You lead and develop the Reception team through regular check-in conversations, training sessions, and by involving team members in achieving resort goals. Finally, you ensure that all team members clearly understand their responsibilities, as well as the company's and their individual objectives.

 

WHAT WE NEED FROM YOU

Commitment: You are dedicated to your work and always intend to perform as best as possible. You do not go home before your tasks are finished or carefully handed over to your colleagues.

Growth mind-set: You believe that you can always improve and develop skills, by facing challenges, learning from mistakes and genuinely listen to feedback. 

Ambition: You are eager to learn more and enthusiastic to continuously improve your knowledge and skills in order to become a real Regent connoisseur. 

Pro-active attitude: You are driven by intrinsic motivation and are always one step ahead in doing daily tasks and anticipating guests' needs. 

Consistency: As a manager you make sure consistent service is provided and quality always meets the standards set by the resort. 

Leadership: You lead the team by example and show them how work needs to be done, while always supporting growth and development.

 Team player: Together with the team you work towards a common goal and you understand the importance of your role within the team,while always willing to support your colleagues.

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