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Regent Experience Executive (Mandarin Speaking) - Chuyên Viên Chăm Sóc Khách Hàng (Giao Tiếp Tiếng Trung)
- Hạn nộp: 30/07/2025
- Mức lương: Thỏa thuận
Nộp hồ sơ ứng tuyển Thông tin cơ bản
Mô tả công việc
- 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 generous with guests, so that you know how and when to curate decadent moments.
- 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.
- You are trusted to take care of the Chinese speaking guests. Ensure that they feel comfortable despite the language barrier and all their requests are handled with care.
- Share your knowledge of Chinese culture, service behavior and basic means of communication with your team, so that they are confident to handle guests during your absence.
- 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.
- Ensure all guest pre-arrival details and requests are well communicated to related departments and recorded in the system.
- 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.
- Inspect room before VIP guest arrival and coordinate with Housekeeping department to ensure it is in perfect condition and cleanliness, all amenities are set up according to the standards and, when needed, extra amenities are available, all special amenities are in place (e.g. VIP, honeymoon, birthday, anniversary, children amenities etc.).
- 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.
- Create a warm and welcoming arrival experience to your guests by acquiring all necessary information about them before their arrival to make the experience as seamless and personalized as possible.
- Always be proactive and anticipate guest needs, but at the same time know when to be discreet and allow your guest to have their own space.
- You check on the guest stay through courtesy calls and visits, while being rather intuitive and giving guest their personal space and privacy. Know when to step in and engage with the guest to ensure they are having a great experience.
- Solve minor problems on the spot and take immediate service recovery actions if necessary. Instantly report guest feedbacks and issues to superiors in order to find a prompt and best solution.
- You are one of the last associates to bid guest a farewell, so you need to ensure that the experience will leave a long lasting memory by being well prepared with accurate billing and guests departure arrangements (work closely with Concierge to check guest departure flight details, arrange luggage pick-up, airport drop-off and airport representative assistance).
- Check arrival guest details to prepare and order VIP amenities, welcome drinks and towels with Housekeeping, R&B and Culinary teams. Ensure all records are accurate for monthly financial procedures. Make sure that the orders are placed adhering to business needs, avoiding any unnecessary wastage.
- Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay (such as FO, F&B, Spa and Recreation, etc.) to make sure that the service at each outlet is spotless and communication goes through clearly.
- Provide clear communications throughout all departments in the resort and to the third parties with guests related inquiries.
- Make sure that guests profile, habits, preferences and special requests are properly recorded in the system. Update information and notify of any VIP arrangements to all departments.
- Understand and respect guests privacy, ensure discretion and confidentiality of guests stay and their inquires at all times. This is relate d to personal information and requests that do not violate resort policies and law of Vietnam.
- When a problem related to your team’s operation occurs, you take ownership of it and take all measures to prevent the issue from recurring.
- You are proficient in all Front Office operation procedures in order to perfectly understand all reservation details (arrival/departure time, rate, length of stay, check-in/-out process and billing).
- Update information on the Phu Quoc Island tourism, activities and businesses on a regular basis and share this knowledge with the colleagues in the resort.
- You are in charge of the operation in absence of the manager and make a daily report at the end of the shift.
- Know set key performance objectives and ensure to meet rooms financial and non-financial metrics such as upselling revenue, IHG Rewards Club Member recognition and enrollment, Arrival/Departure scores and other metrics set by resort management. Set clear targets for each team member, follow up on their progress and support them in achieving the goals.
- 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.
- Assist Regent Experience Manager in preparing and updating service operating procedures if necessary.
- Ensure training sessions for your team are planned, carried out and recorded according to the Regent standards.
- Lead by example through following hotel, company and local policies and rules and ensure that the team is doing the same.
- Ensure that the team members do not work unnecessary over time, have their daily lunch- or dinner break and work reasonable shifts.
- Lead by example by keeping resorts property safe and secure, treating provided working equipment and asset in a responsible and professional manner.
- Handle Lost & Found items honestly, accurately, in a professional manner and in accordance to resort policy, at the same time ensure that this behavior is followed by all team members.
Quyền lợi được hưởng
- Appealing remuneration including service charge as revenue (100% salary and service charge during probation period)
- 14 annual leave, 2 days off per week
- Relocation, repatriation and home leave allowance
- Rest and relaxation: 2 million per 3 service months
- Accommodation, uniforms, transportation, and meals are provided
- International working environment
- Insurance as labor law
- Healthcare insurance for personnel for at least 6 service months and for the family after working 2 years
- 24/7 accident insurance
- Language Allowance
- Other benefits will be discussed during the interview
Yêu cầu công việc
- Diploma or Vocational Certificate in Hospitality Skills or related field
- 1-year minimum in five-star hotel or fine dining restaurant.
- 1-year previous experience in same position
- Possess customer service-oriented mindset as the colleague attribute
- Working with multi-cultural teams
- Excellent communication skills in English
- Strong leadership, monitoring skills, and the ability the perform the in-job training section for subordinates when needed
- Fluent in Mandarin.
Yêu cầu hồ sơ
- Kindly send your CV to our email: recruitment.regentpq(at sign)ihg.com
- Phone: 02973 88 0000/Hotline: 0919 290 709 (HR Department)
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Bãi Trường, Dương Tơ, Phú Quốc, Kiên Giang-
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https://Ihg.com
At Regent, we enable uplifting experiences, igniting the best version of ourselves and our guests. When we open Regent Phu Quoc in April 2021 on the shores of Phu Quoc Island, it will transform the luxury experience in Vietnam. Guests will enjoy a sublime haven infused with the soul of the island that allows them to rise above the pressures of daily life, a place where they can embrace the best the world has to offer. By freeing them from today’s demands and distractions, our visionary, majestic and intimate experiences will leave lasting impressions. Our beachfront resort is located in the Phu Quoc Marina on the south-western coast of Phu Quoc Island and blends innovative architecture with subtle Vietnamese influences. Most of the resort’s suites and villas come with their own private pool and awe-inspiring views overlooking the azure waters of the Gulf of Siam. In our restaurants and bars, we offer multi-sensorial experiences, celebrating the world of gastronomy. From fascinating culinary journeys through Vietnamese and Chinese cuisine at Rice Market, to exquisite Japanese-French tastes and flavours at Oku, to finest craftsmanship and artisanal cocktails at Bar Jade, to our guests, it’s all possible. If you have the right skills to bring to the team, apply now and be a part of the rebirth of a truly pioneering luxury brand.
Quy mô: 
Bãi Trường, Dương Tơ, Phú Quốc, Kiên Giang
Thông tin liên hệ
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Ms. Trúc - Recruitment Team -
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