Guest Services Manager – Regent Phu Quoc

Job Summary

As a Guest Services Manager, you are a key ambassador of the Regent brand. You will oversee daily Front Office operations while being actively involved in delivering personalized, seamless, and thoughtful guest experiences.

You lead by example — inspiring your team to uphold the highest service standards and ensuring that every interaction, from arrival to departure, is refined, warm, and memorable. Through your leadership, you ensure a culture of excellence, professionalism, and intuitive hospitality that reflects the Regent ethos.

Key Responsibilities

Guest Experience & Service Excellence

• Supervise all daily Front Office operations to ensure smooth, efficient, and guest-centric service delivery.
• Personally greet guests on arrival and ensure management presence during guest departures.
• Anticipate guest needs, resolve complaints with empathy and professionalism, and ensure guest satisfaction at all times.
• Ensure the lobby area and guest-facing spaces are always pristine, well-staffed, and aligned with brand presentation standards.
• Curate bespoke guest welcome experiences and ensure each interaction reflects Regent’s sense of luxury and authenticity.

Leadership & Team Development

• Lead, motivate, and coach the Reception team to consistently deliver refined, gracious service.
• Conduct regular performance reviews, coaching sessions, and training to foster growth and engagement.
• Empower the team through clear communication of goals, standards, and performance expectations.
• Foster collaboration with other departments to ensure seamless guest journeys across all touchpoints.

Operational Excellence

• Ensure compliance with Regent and IHG brand standards, policies, and procedures.
• Monitor Front Office systems, guest feedback, and service metrics to identify improvement opportunities.
• Support Front Office financial and operational targets, ensuring optimal resource allocation and cost control.
• Maintain accurate records of guest interactions, incidents, and service recoveries.
• Assist in the preparation and execution of departmental reports, budgets, and initiatives.
  

What We Need From You

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 3–5 years of experience in Front Office or Guest Relations in a luxury hotel or resort environment.
• Proven leadership skills with the ability to inspire and develop a high-performing team.
• Strong communication, interpersonal, and conflict-resolution abilities.
• A passion for creating heartfelt, personalized guest experiences.
• Fluent in English; proficiency in additional languages (Korean, Mandarin, Russian, or Japanese) is a plus.
• Familiarity with Opera PMS or similar hotel management systems.
• Flexible, detail-oriented, and poised under pressure.

Your Attributes

• Commitment: Dedicated to excellence and reliability in all aspects of work.
• Growth Mindset: Eager to learn, improve, and embrace feedback.
• Ambition: Strives for mastery in hospitality and personal development.
• Proactive Attitude: Anticipates guest needs and acts before being asked.
• Consistency: Upholds Regent’s service standards every single day.
• Leadership: Leads by example with empathy and clarity.
• Team Player: Values collaboration and contributes positively to team goals.

What We Offer

• Competitive salary and annual performance-based bonus.
• Complimentary stays and exclusive employee rates across IHG Hotels & Resorts worldwide.
• Comprehensive health and well-being insurance.
• Annual leave, public holidays, and birthday leave.
• Ongoing professional development and global career advancement opportunities within IHG Luxury & Lifestyle brands.
• Daily duty meals, uniforms, and laundry service.
• Recognition programs and long-service awards.
• A supportive, inclusive, and elegant working environment that embodies the Regent brand philosophy: Beauty in the Details.

Join Us

Don’t meet every single requirement but believe you’d make a great addition to the Regent family? We encourage you to apply — true luxury begins with exceptional people.

Start your journey with Regent Phu Quoc today.