Guest Services Manager (Korean Speaking) - Regent Phu Quoc

Guest Services Manager (Korean Speaking) — Regent Phu Quoc, IHG Hotels & Resorts. Phú Quốc, Vietnam. Mid-senior level, full-time. Guest experience and service excellence: - Provide personalized service and seamless communication with Korean-speaking guests. - Handle guest complaints, inquiries, and feedback professionally and empathetically. - Anticipate guest needs and coordinate with relevant departments for tailored solutions. - Ensure VIP, long-stay, and repeat Korean-speaking guests receive special attention and recognition. Team leadership and operations: - Supervise, train, and guide the Front of the House team to maintain high service standards. - Conduct daily shift briefings focusing on VIP arrivals, guest preferences, and special requests. - Manage staff scheduling and monitor team performance with coaching. Administration and coordination: - Oversee room allocations, VIP amenities, and special arrangements for Korean-speaking guests. - Ensure compliance with hotel brand standards, policies, and procedures. - Assist the Front Office Manager with reports, guest feedback analysis, and improvement initiatives. - Manage operational challenges such as overbooking, last-minute requests, and emergencies. Qualifications and requirements: - Bachelor's degree in Hospitality Management or related field (preferred). - Minimum 3-5 years of Front Office/Guest Services experience, with at least 1-2 years in a supervisory or managerial role. - Fluency in Korean and English (both written and spoken) is mandatory; other languages an advantage. - Strong leadership, interpersonal, and communication skills; proven guest complaint handling and service recovery ability. - Familiarity with PMS systems (Opera, Fidelio, or similar) and MS Office.