GUEST SERVICES MANAGER (KOREAN SPEAKING) - REGENT PHU QUOC

Guest Experience & Operations

- Supervise and support the Front of the House operations, including reception, concierge, and guest relations.

- Provide personalized assistance and ensure smooth communication for Korean-speaking guests, including translation and cultural interpretation when needed.

- Handle guest inquiries, requests, and complaints promptly and professionally, ensuring complete guest satisfaction.

- Conduct daily guest engagement activities, ensuring proactive recognition of repeat and VIP guests.

- Monitor lobby and public areas to maintain a welcoming, efficient, and elegant guest environment.

- Support Front Office during peak periods to ensure smooth check-in/out processes.

Team Management

- Lead, coach, and motivate Front of the House team members to deliver luxury service standards.

- Ensure team members are well-informed about resort facilities, services, and promotions.

- Coordinate with the Training Department to deliver service and language skill development programs.

Guest Relations & Communication

- Maintain strong relationships with Korean travel agents, VIP coordinators, and regular guests.

- Prepare daily guest reports and communicate important guest preferences to relevant departments.

- Act as the liaison between guests and other departments to ensure personalized and seamless experiences.

Administration & Compliance

- Monitor and ensure compliance with resort policies, brand standards, and safety procedures.

- Support preparation of daily and monthly reports related to guest feedback, satisfaction, and trends.

- Participate in regular departmental meetings and contribute to service improvement initiatives.