ASSISTANT REGENT SERVICE MANAGER/TRỢ LÝ QUẢN LÝ TỔNG ĐÀI

- Personalize interactions within service protocol and frequently verify that guests are experiencing the seamless journey at the resort from arrival to departure, and in between.
- Ensure that all Regent Experience associates are aware of current promotions, policies and other important information in the resort as well as in Phu Quoc island.
- Implement consistent guest recognition programmes, maintain a relevant guest history database and utilize them in day-to-day operation to seek opportunities to curate decadent moments.
- Ensure that all arrival rooms are assigned in advance allowing sufficient time for Housekeeping team to prepare. Monitor arrival, departure, in-house room status and keep extensive communication with Housekeeping team to coordinate together the guest's flawless room experience to all guests.
- Ensure that all guests (based on their booking reservations and VIP status) receive established level of proactive service. Check pre-arrival communication on daily basis to identify any missed opportunities.
- Ensure arrival/departure experience of both FIT and group guests are memorable and sealess. Operation is well-planned ahead, all Front of the House divisions are well briefed and assigned with the duties to perform so.
- Make sure that guest phone calls and emails are handled in a prompt and professional manner following "three rings" and 12/24 hours standards respectively.
- Be on top of all issues, accidents/incidents, complaints related to guest experiences as well as resort's products and facilities. Have the extensive knowledge to solve issues on the spot and take immediate service recovery actions if necessary. Report the issues through the internal communication platforms when appropriate, and follow up on guest issues as part of the service recovery process and review steps taken afterwards.
- Effectively communicate guest feedback across all departments to avoid recurrence of any shortfalls and allowing other colleagues to impress guests by providing truly personalized service. Ensure that all feedbacks and important guest notes are filed in the system and logbook that are accessible to related deprtments in the resort.
- Proactively investigate all low scores and social media reviews given by guests in order to rectify the root causes and prevent it from re-occuring. Ensure all guests are met at departure in order to gain their feedback on the stay and to take immediate recovery actions if required.
- Inspect the rooms assigned for top VIP guests and report to Front Office Manager to block rooms as necessary for touch up/maintenance when needed, and keep the extensive communication/update within the Rooms Division.
- Review daily arrival list of all guests, paying special attention to VIPs to check room allocation, amenity set up and special requests. Collaborate with Housekeeping department to ensure all guests requests are handled prior to their arrival.
- Check on the guest stay through courtesy 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.
- Approve upgrades and special amenities according to the Regent standard and empowerment scope.
- Review guest collaterial and content on regular basis to ensure it is revelant and appropriate based on its purpose, adjust and/or update when needed.
- Maximise associate productivity through the utilization of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the guest satisfaction measument.
- Communicate well with all operational and non-operational departments in order to ensure a good collaboration during operation and know when to step in during peak times. Build and maintain strong relationship with all resort departments in order to deliver the most harmonious flow in guest experience at the resort.
- 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.
- Understand and respect guests privacy, ensure discretion and confidentiality of guests inquires at all times. This is related to personal information and requests that do not violate resort policies and law of Vietnam. Make sure that it is respected by the team.
- Handle property and fixture damage incidents adhering to resort policies and procedures. Ensure to follow proper incident reporting.
- 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, FO 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.
- Plan and implement effective training programmes in coordination with the Departmental Trainers and Training Manager, carried out and recorded according to the Regent standards.
- Review Guest Experience related SOPs and update them when needed. You ensure that your team has all needed SOPs and that they are regularly checked to meet the brand standards.
- Perform any other duties which may be assigned by the higher management from time to time.