Villa Host/ Nhân viên Dịch vụ khách VIP

The Role
Unlike the standard Guest Service Agent role, the Villa Host focuses on a luxury guest experience, anticipatory service, and seamless coordination with various departments to ensure that every VIP guest receives exceptional care from arrival to departure.
Under the supervision of the Assistant Front Office Manager, the Villa Host is responsible for providing highly personalized, discreet, and intuitive service to VIP guests staying in Villas or visiting the VIP Lounge.
Key Responsibilities
Planning & Organizing

Review and update Villa Logbook daily; ensure accuracy of VIP arrivals, preferences, and special occasions.
Attend scheduled training sessions and maintain up- to- date knowledge of hotel products and services.
Ensure all equipment, communication tools, and work areas in the Villa section are functioning properly.
Coordinate preparation of welcome amenities, celebration setups, or special requests following brand standards.
Liaise with FO, Housekeeping, F&B, Engineering, and other departments to personalize guest experiences.
Inspect the VIP Lounge and Villa areas; ensure readiness and proper setup for guest arrival.
Maintain professional grooming and appearance at all times in line with VIP service standards.

Operations – VIP Guest Experience

Make courtesy calls after check- in or service delivery to ensure guest satisfaction.
Respond promptly to guest inquiries and handle all requests, including transportation, dining, spa bookings, in- villa dining, or buggy service.
Welcome VIP guests upon arrival at the VIP Lounge or designated Villa check- in area.
Provide personal hosting throughout the stay: remembering guest names, preferences, and routines.
Manage guest complaints discreetly and professionally; escalate when needed.
Coordinate closely with Housekeeping for cleaning schedules based on guest patterns.
Maintain the cleanliness, ambiance, and service standards of the VIP Lounge area.
Follow all OSM standards related to luxury service and guest interaction.
Conduct detailed Villa inspections to ensure readiness before arrival and during stay.
Assist with seamless check- in/check- out, ensuring privacy, efficiency, and zero waiting time.
Escort guests to their Villa, introduce Villa features, amenities, and available services.

Coordination & Communication

Update guest profiles and preferences accurately in the PMS to support future stays.
Coordinate special arrangements (honeymoon, birthdays, anniversaries) with respective teams.
Act as the primary point of contact for all guest- related matters within the Villa area.
Prepare shift handover reports and update the next team on essential information.
Communicate daily with relevant departments to ensure consistency in service delivery.

Excellent interpersonal and communication skills with a luxury service mindset.
Well- groomed appearance, confident and professional demeanor.
Experience serving VIP guests or luxury clientele is highly preferred.
Strong command of English; additional languages are an advantage.
Diploma or Degree in Hospitality, Tourism, or related field.
Proficient in PMS (Opera or equivalent) and Microsoft Office tools.
Minimum 1 year of experience in Front Office or Guest Service.

Employee benefit card offering discounted rates at Accor hotels worldwide.
Top- tier service charge and 100% salary during the probation period.
Competitive salary and service charge based on experience and ability.
Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.
Offer accommodation and meals for candidates from other provinces.
Opportunity to grow within your property and across the world.
Develop your talent through Accor’s learning programs.
Shuttle bus for candidates in Nha Trang and fuel allowance for those in Cam Ranh and Cam Lam.
7 insurance coverage from the first day of probation.
Full benefits under labor laws.

Cập nhật gần nhất lúc: 2025-12-11 02:55:03