Island Experience Manager(Angsana Laguna Phuket)

Job Requirement:

1.Support guest journey of all VIP's and Island Duplex Owners and guests from arrival to departure.

2. Make guests stay: Ensure total satisfaction of all VIP guests and Villa owners by building personal relationships.

3. Look after all aspects of ANBR ops

Special Experience or Qualification required:

1. Experience in any function of guest relations

2. experience as Vila Manager (preferred)

3. Experience in 5 star hospitality.

1. Beachfront Residences Aspect:

The Angsana Island & Beachfront Experience Manager is the point of contact for all inquiries from owners, tenants and guests and in charge of owner communications for Beachfront Units.

He/ She ensures that all owners, guests & tenants receive welcome (in-line with standards) on arrival and are registered and checked in to PMS.

He/ She ensures all requests are being actioned and billed through the PMS and that payment is obtained prior to departure.

He/ She ensures that re-occuring charges (utilities, maintenance fees, cleaning fees,) are being accurately recorded, communicated to the owners / tenants and paid on a monthly basis.

Further, the Angsana Island & Beachfront Experience ensures that public areas are adequately maintained and cleaned and supports any construction projects by communicating requests to competent authorities and co-ordinating between all involved parties.

2. Island Experience Aspect:

The Angsana Island & Beachfront Experience Manager oversees and executes any standards & operating procedures related to guests staying in Island Villa Complex, Angsana Beachfront Area & all VIP guests staying at Angsana Laguna Resort & Spa.

He / She supports Hotel Operation Associates in providing an extraordinary personalized service and WOW moments for our most valued guests, thereby ensuring that all corporate programs and standards are implemented and remain active to ensure we maximize the guest experience through these. He/ She ensures that all guests leave the resort happy and reports any shortcomings and suggestions to the Executive Management, thereby constantly developing our product and services with the be better than today, tomorrow mindset as a guiding

Key Result Areas and Main Tasks.

Beachfront Residences Aspect:

1. Acts as a point of contact for Beachfront Residence Owners, Tenants and Guests, actively engaging with them and developing a strong rapport- being visible and active in the area

2. In collaboration with Lifestyle Services & Angsana Management takes charge of all owner relations and communication at Angsana Beachfront Residences. (Owner < > Management)

3. Ensures that owners, tenants & guests are welcomed to respective standards, registered and checked in/ out to / of PMS

4. Ensures that all service, cleaning & maintenance requests are being recorded and communicated through FCS and actioned. Follows up on completion, satisfaction & billing through PMS.

5. Ensures that all re-occurring charges (utilities, fees,) are being accurately recorded, filed, communicated to owners, paid and settled through the PMS.

6. Ensures that public areas are adequately maintained and cleaned, providing feedback to hotel teams (utilizing FCS) and contractors on any observed or reported shortcomings.

7. Support owners in maintenance and repair works by sourcing contractors, obtaining quotations, working closely with purchasing department, and coordinating with Hotel Teams and other involved stakeholders.

8. Acts as Hotel Ambassador; presentable and active, visible and approachable, proactively driving owner/ tenant/ guest experience, ensuring at all times that all owner/ guest needs and requirements are not only met but exceeded.

9. Working with Room Division Teams to check set up and ensure correct procedures in place for all VIP arrivals.

Island Experience Aspect:

1. Acts as a host for guests staying at Island Villas & Residences, Beachfront Residences as well as all VIPs (as per Tier-grid) and assumes responsibility for their journey from Arrival to Departure.

2. Based at the Villas Desk, the Island & Beachfront Experience Manager ensures that all standards & operating procedures in view of Island Villa & Suite, Angsana Beachfront Residence guests as well as VIP treatment, are consistently executed. This includes, but is not limited to:

- In co-ordination with Rooms Controller ensures rooms are ready when VIPs arrive.

- Organizes and executes pre- arrival room inspections

- Organizes and executes arrival preparations (e.g.: Rooming set up, Arrival Kit,) and Check In as per VIP- tier entitlement

- Proactively seeks to build strong relationships to guests & owners (see below)

- Receives and manages complaints: Reports all guest issues through logbook, manages problem resolution, service recovery and follow up, ensuring complete satisfaction.

- Ensures guest profile, reservation details and billing etc. are accurately entered to the PMS.

- Ensures billing is accurate and executes check out.

3. Ensures that VIP Arrival Rooms are inspected prior to guest arrival: appropriate VIP Setup is in place, respective arrival procedures are executed and any cleanliness and maintenance issues are reported (through FCS) and resolved prior to guest arrival.

4. Working with Food and Beverage Teams for all arrival amenities, special events and occasions.

5. Actively engages with Island Villa, Angsana Beachfront and VIP guests, developing a strong rapport, promoting hotel offers, actively solicitating feedback, receiving & managing complaints and assisting with any requirements these guests may voice. He/ She is constantly proactive in anticipating guest needs and requirements and overall ensuring all guests leave happy!

6. Championing the hotel- wide celebration of in-house guests Birthday, Honeymoon, Babymoon, Anniversary, etc.

7. Supports HK & ENG ensuring all areas of the resort look tidy and organized at all times, reporting any shortcomings (through FCS) to the relevant departments and ensures completion.

8. Ensuring at all times that all guest needs and requirements are not only met but exceeded and that we are adding the Angsana magic to everything we do and to demonstrate a high and consistent level of organization & Management.

9. Be present at all VIP, New and Special Events to ensure maximum satisfaction.

10. Ensures in specific that Villa Area Rules & Regulations are being adhered to and takes action to enforce them

11. Performs other operational tasks in support of Lobby FO, Rooms Division & other departments as advised by DOR, HM or AGM.