Head Porter - Tổ Trưởng Hành Lý

As a Head Porter you always make guests feel welcome by creating an engaging atmosphere, where all Porter team members provide high quality services.
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.
Take initiative in offering assistance with guest luggage, treating it with high responsibility and care at all times while transporting and ensure its safety while storing.
You have extensive knowledge about activities in Regent and the rest of Phu Quoc Island, so that you are able to give guests personalized recommendations in order to optimize overall guest satisfaction. Share your knowledge with the team, so that each Porter can provide exceptional service to all guests.
You have the knowledge to solve problems on the spot and take immediate service recovery actions if necessary. Always follow up on guest issues as part of the service recovery process and review steps taken afterwards. Immediately report guests feedbacks and issues to superiors in order to find a prompt and best solution.
When a problem related to Porter's operation occurs, you take ownership of it and take all measures to prevent the issue from recuring. Take initiative in low score or negative feedback investigations in order to improve service procedures.
Be present at lobby at all times to ensure seamless arrival and departure flow, coordinate with outsourced transportation companies in order to provide timely pick up and drop off services to all guests while keeping traffic at driveway clear.
Assign team's duty roster that reflects and fulfils business needs and resort's occupancy, ensuring that the porte-cochere, resort driveway and bell desk are always well manned, especially at peak hours.
Plan your team's operation and make sure that each team member is well aware of their job responsibilities and assignments when it comes to arranging VIPs, FIT and/or group's movements and luggage services.
Ensure the daily operation runs smoothly and that team members are aware of their role and responsibilities in order to do so.
Know set key performance objectives and ensure to meet rooms non-financial metrics such as Rewards Club Member recognition, Arrival/Departure scores and other metrics set by resort management. Make sure that your team knows department KPOs and work together to achieve 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 your team.
Assist Chief Concierge in preparing and updating service operating procedures if necessary.
Conduct daily shift briefings and meetings, where you deliver clear communications regarding to resort operation, update information and notify the team of any VIP arrangements.
Work in collaboration with other departments and provide supportive environment to other colleagues.
Communicate with the operational 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. Make sure that the radios and headphones, while being used by your team, are set to a quiet level that is enough for internal communication yet not distractive to guest's attention.
Lead by example through following hotel, company and local policies and rules and ensure that the team is doing the same.
Pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well-groomed appearance of every team member.
Conduct regular check up on the condition and maintenance status of the resort buggies, trolleys and radio sets, coordinate with Engineering department to arrange touch ups and repairing works when needed. Maintain cleanliness and organization of luggage store room.
As a Head Porter you are responsible for keeping the storage room in clean and spotless condition, detect any defects and coordinate with Housekeeping and Engineering departments to ensure all issues are rectified immediately. Ensure that it is equipped with all necessary amenities and collateral, temperature and lighting are set to required standard.
Lead by example by keeping resorts property safe and secure, treating provided working equipment and asset 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.
You manage employee satisfaction and are responsible for the team. This includes assuring that people do not work unnecessary over time, have their daily lunch- or dinner break and work reasonable shifts.
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 your associates in their development goals.
Other responsibilities as assigned by a manager.