Guest Services Manager

Make guests feel welcome by creating an engaging atmosphere at lobby and reception area at all times. Personally welcome all arrival guests and ensure a seamless arrival experience for stay-in guests and a perfect first impression for visiting guests.

Personalize interactions within the service process, aiming to make each visit to Front Desk as memorable and unique as possible.

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.

Maximize guest satisfaction by giving personal recognition and prompt attention to each guest from arrival through departure.

Implement consistent guest recognition programmes, maintain a relevant guest history database and utilize them in day-to-day operation to seek opportunities to curate decadent moments.

You have extensive knowledge about activities in Regent and the rest of Phu Quoc Island, which allows you to give guests recommendations in order to optimize overall guest satisfaction. You make sure that all Front Office staff acquires this knowledge and stays up to date with the relevant information.

Ensure arrival/departure experience of both FIT and group guests are memorable and sealess. Operation is well-planned ahead, all Front of the House divisions are well briefed and assigned with the duties to perform so.

Make sure that guest phone calls and emails are handled in a prompt and professional manner following “three rings” and 12/24 hours standards respectively.

Solve guest incidents and 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.

Effectively communicate guest feedback 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 departments in the resort.

Proactively investigate all low scores and social media reviews given by guests to services related to Front of the House operation in order to rectify the root causes and prevent it from re-ocuring. Ensure all guests are met at departure in order to gain their feedback on the stay and to take immediate recovery actions if required.

Ensure proper keeping and handover of cashflow from shift to shift and between Guest Services Manager team. Follow up with cash borrow procedures for receptionists and ensure resort regulations guided by finance department are respected, cash limits and deadlines are met.

Approve rebates, upgrades and special amenities according to the Regent standard and empowerment scope.

Check daily guest credit limits and notify of any excess amounts and handle according to established procedures.

Have a strict control over Posting Master accounts, make sure that they are properly and timely closed with full supporting correspondences/documents. Ensure that all PM accounts have approval from Guest Services Managers.

Ensure that room assignment is done in advance, taking into account all guests requests and preferences, giving priority to top VIPs and IHG Rewards Members. Check daily arrival and departures to bring back to back to minimum.

Handle guest room double lock issues, making sure that guest experience is not compromised. When guests are affected, make sure to follow up with service recovery procedures.

Oversee night operation, ensuring safety and security of guests and employees during the least staffed and supported hours. Esure that the night audit is performed accurately and follow up if necessary.

Prepare daily operation reports, ensure that the data is accurate and up to date. Monitor receipient list and make sure the reports are shared with approved individuals and/or departments.

Handle “24h Do Not Disturb” situations adhering to resort standard operating procedures, ensuring safety and security of the guests. Know how to activate emergency protocols if occurred.

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.

As a Guest Services Manager, you are in charge of the Front Office operation in absence of the Front Office Manager. Conduct daily shift briefings to ensure clear communication across the department sections.

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 the team.

Review and update standard operation procedures, so that they reflect most updated standards from IHG and procedures at Regent Phu Quoc.

Pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well-groomed appearance.

You manage employee satisfaction and are responsible for the reception 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 are planned, carried out and recorded according to the Regent standards.

Other responsibilities as assigned by higher management.