Regent Service Attendant

- 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 genoreous with guests, so that you know how and when to curate decadent moments.
- Acquire extensive knowledge of the resort facilities and offerings, which allows you to give best recommendations that would satisfy guest needs.
- Solve minor problems on the spot and take immediate service recovery actions if necessary. Instantly report guests feedbacks and issues to superiors in order to find a prompt and best solution.
- Make proper records of all guests requests and feedbacks in order to track and analyze the data when needed.
- Handle guest internal and external messages, wake up calls and make sure they are delivered as per request and in line with Brand Standards.
- Provide clear communications throughout all departments in the resort, follow up on completion of guest requests with department/staff in charge to make sure they are done in a correct and timely manner.
- Acquire exceptional communication skills, professional telephone etiquette guided by IHG Brand Standards, ensure that each and every guest experience with Regent Service Center is pleasant, efficient and memorable.
- 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.
- You are full conversant on how to activate emergency protocols and procedures when a call is received by the main or emergency lines as per IHG Crisis Manual. This includes but is not limited to fire, medical and safety emergencies.
- Work closely with porter team in order to have clear communication regarding guest logistic requests and luggage services.
- Work in a collaboration with other departments and provide supportive environment to other collegues.
- Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
- Acquire professional knowledge about suggestive selling and upselling room types and resorts services such as restaurants and bars, spa, tours and transportation, other miscellenious activities.
- Update Internal Directory book, make sure that the contact information is accurate and up to date at all times.
- Always live up to the standards set by the Regent brand, by assuring that you know the standard operating procedures.
- Pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well-groomed appearance.
- Keep resorts property safe and secure, treat provided working equipment and assests in a responsible and professional manner.
- Handle Lost & Found items honestly, accurately, in a professional manner and in accordance to resort policy.
- Other responsibilites as assigned by a manager