Proactively investigate all low scores and social media reviews given by guests to sevvices related to Regent Service Center operation in order to rectify the root causes and prevent it from re- occuring.
Work closely with Concierge team in order to have clear communication regarding guest logistic requests and luggage services.
Have professional knowledge about suggestive selling and upselling techniques, while also having the ability to teach this knowledge to the rest of the team.
Handle Lost & Found incidents according to Regent policies and procedures. Coordinate with Security and related departments/colleagues to have proper records and reports related to L&F items.
Review and update standard operation procedures, so that they reflect most updated standards from IHG and procedures at Regent Phu Quoc.
Follow up on completion of guest requests with department/staff in charge to make sure they are done in a correct and timely manner.
Ensure proper recording of all guests requests and feedbacks by the team.
Conduct daily shift briefings and meetings, where you deliver clear communications and work assignments regarding to resort operation, update information and notify of any VIP arrangements.
Conduct regular check- in conversations and annual Employee Performance Reviews with the team members, recognize their achievements, give constructive feedbacks when needed and support associates in their development goals.
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.
Check daily service breakdown report and Regent Service logs. Analyze the data to identify areas of daily operation that require high attention and focus; work with QCI manager to continiuosly seek for improvement of efficiency and service level.
Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
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.
Assign weekly/monthly duty roster of the team, considering business needs and plan efficient team’s annual leaves clearance schedule.
Make sure that the team is conversant with the “Do Not Disturb” requests from guests and how to act upon them.
Ensure the daily operation runs smoothly and that team members are aware of their role and responsibilities in order to do so.
Ensure training sessions are planned, carried out and recorded according to the Regent standards.
Effectively communicate guest feedbacks 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.
You are fully conversant with the Crisis Respond Team emergency procedures as per IHG Crisis manual and upon advice from relevant authorities that include but are not limited to: medical, fire and safety emergencies, bomb threat, evacuation procedures, First Aid and CPR, loss prevention, power outage and system downtime.
Be proficient in using softwares and equipments that include but are not limited to: the PABX system, Property Management System (Opera), FCS, IPTV , CRAVE, Symphony MICROS, radio walkie- talkie, Vinaphone messaging system, outlook email, etc. Provide trainings to team and ensure high level of technical skills are acquired by the them.
Always live up to the standards set by the Regent brand, by leading by example, assuring that you know the standard operating procedures and resort policies and making sure that they are respected by the team.
Handle guest internal and external messages, wake up calls and make sure they are delivered as per request and in line with brand standards.
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 relationships throughout all functions.
Ensure that all calls are answered promptly within three rings and politely with a professional attitude according to Regent’s telephone etiquette.
Other responsibilites as assigned by higher management.
Lead by example by keeping resorts property safe and secure, treating provided working equipment and assests in a responsible and professional manner. Maintain cleanliness and organization of of the Regent Service Center.
As an Assistant Regent Service Manager you are well aware of resort’s and department financial and non- financial key objectives such as transportation and tours revenue, IHG Rewards Member recognition, guest iverall satisfaction scores and other metrics set by resort management. You inspire and motivate the team to reach the targets by being a role model, setting clear goals for each and every team member and providing them with necessary support and resources.
Pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well- groomed appearance of all Regent Service associates.
You have extensive knowledge about all activities in Regent, operating hours of all departments and their areas of responsibility which allows you to promptly response to guest inquiries and requests in order to optimize overall guest satisfaction. You make sure that your team acquires this knowledge and stays up to date with the relevant information.
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.
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.
