Regent Experience Agent - Nhân Viên Chăm Sóc Khách Hàng

Look for opportunities to positively surprise guests at the right moments, through small or large gestures and acts of kindness
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
Contact guest/guest's representative prior to their arrival to inquire all necessary information about their upcoming stay in order to arrange all their requests and ensure a smooth guest journey. Communication channels at this stage may include email and direct phone calls.
Check arrival guest details to prepare and order VIP amenities with Housekeeping, R&B and Culinary teams (check VIP Amenity Order SOP). Ensure all records are accurate for monthly financial procedures
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
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
Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay (such as FO, R&B, Spa and Recreation, etc.) to make sure that the service at each outlet is spotless and communication goes through clearly
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
Perform any other duties that may be assigned by the management from time to time