Roles and Responsibilities:
Pre‑Arrival Guest Preference Check
- Review guest bookings in advance, confirm details and follow up with the Reservations team.
- Reach out to guests to confirm preferences and special requests.
- Collect information on dietary needs, wellness routines, activity interests, family requirements, and celebration occasions.
- Ensure preferences are logged accurately in guest profiles and shared with all relevant departments.
- Anticipate opportunities for personalisation (e.g., pillow choice, minibar setup, welcome notes, children’s amenities).
- Coordinate with the Song Saa Lounge team to prepare tailored refreshments or comforts for transit.
- Communicate proactively with the Boat Captain and island teams so that every touchpoint reflects readiness and care.
- Coordinate with Guest Experience and Boat Captain teams to ensure smooth guest transfers from airport to island.
- Personally greet guests at the airport or designated meeting point with warmth and professionalism.
- Assist with luggage handling and ensure guests are comfortable during the transfer process.
- Provide clear communication about transfer timings, boat schedules, and journey details.
- Begin storytelling early — introduce Song Saa’s ethos, sustainability projects, and cultural heritage during the journey.
- Anticipate guest needs (special assistance, dietary requests, family needs) and communicate them ahead of time to island teams.
- Welcome guests to the Song Saa Lounge in Sihanoukville, ensuring a calm and elegant transition before the boat journey.
- Offer refreshments, comfort, and a sense of arrival that reflects Song Saa’s luxury and warmth.
- Provide clear updates on transfer timings and assist with any travel‑related needs.
- Begin building rapport with guests, setting the tone for their island experience.
- Share stories of the island, Khmer culture, and Song Saa’s regenerative mission to create anticipation.
- Coordinate with Guest Experience and Boat Captain to ensure smooth boarding and luggage handling.
- Coordinate with Guest Experience and Boat Captain to ensure seamless island arrival.
- Personally welcome guests with warmth, professionalism, and cultural sensitivity.
- Provide resort and villa orientation and introduce Song Saa’s ethos of sustainability and community.
- Confirm guest preferences and communicate them to relevant departments.
- Ensure luggage and welcome amenities are delivered promptly and discreetly.
- Serve as the primary point of contact for all guest needs during their stay.
- Curate and manage personalized itineraries, balancing relaxation and activity.
- Proactively check in with guests at key touchpoints throughout the day:
- Morning – confirm daily plans, offer gentle suggestions for activities, and ensure breakfast or wellness preferences are met.
- Lunch – check on midday dining arrangements, reconfirm dietary preferences, and suggest light or experiential options.
- Afternoon Activity – follow up before and after excursions, spa treatments, or cultural experiences to ensure readiness and satisfaction.
- Guest Experiences – engage with guests during or after signature Song Saa activities (snorkeling, meditation, village visits, sustainability tours) to capture feedback and deepen connection. Facilitate special requests such as: romantic dinners, private excursions, or wellness rituals.
- Pre‑Dinner – reconfirm evening dining preferences, offer enhancements such as wine pairings or private dining options.
- Post‑Activity / Evening – check on comfort after excursions or dining, ensure turndown and villa needs are met, and close the day with warmth.
- Anticipate guest needs by observing preferences and adapting service accordingly. Coordinate with F&B, Spa, Watersports, and Housekeeping for flawless service delivery.
- Share meaningful stories about Song Saa’s culture, sustainability, and community projects.
- Handle guest concerns with empathy, discretion, and prompt resolution by listening actively, acknowledging sincerely, acting discreetly, responding promptly, following through, escalating wisely, and documenting clearly.
- Maintain accurate guest profiles and preferences for future stays.
- Culinary & Dining Journeys – coordinate with F&B to personalize dining, check in at each meal, facilitate special dining requests, and share Song Saa’s food philosophy.
- Wellbeing & Spa Engagement – introduce spa and wellbeing offerings, anticipate needs, coordinate treatments, and follow up for satisfaction.
- Guest Activities & Cultural Immersion – curate itineraries, encourage participation in snorkeling, kayaking, sustainability tours, and village visits, and act as a cultural bridge.
- Surprise & Delight Moments – anticipate opportunities to exceed expectations with thoughtful gestures and milestone celebrations.
- Legacy & Continuity – document guest dining, wellness, and activity preferences to enrich return visits.
- Coordinate and introduce the Foundation – share the mission to protect the environment and marine habitats and support local communities.
- Connect Guests to Impact – encourage participation in Foundation‑related activities such as conservation tours or village visits.
- Highlight Achievements – explain milestones such as Cambodia’s first marine reserve, coral reef monitoring, free healthcare missions, environmental education, and waste management initiatives.
- Storytelling Through Experience – weave Foundation narratives into guest conversations, dining, and excursions, showing how their stay contributes to positive impact.
- Facilitate Guest Involvement – provide information on supporting or donating to the Foundation in a warm, optional, and aligned way.
- Legacy Building – document guest interest in the Foundation for future engagement.
- Confirm departure details (boat transfer, luggage, billing) in advance.
- Coordinate with Guest Experience and relevant departments for smooth check‑out.
- Prepare farewell amenities or notes reflecting Song Saa’s gratitude and ethos.
- Escort guests to the jetty, ensuring a warm and memorable send‑off.
- Collect guest feedback naturally and share with management.
- Update guest profiles with preferences and experiences for legacy‑building.
- Maintain daily communication logs and handovers for seamless service continuity.
- Report guest feedback, incidents, and special requests to management.
- Participate in daily briefings and cross‑departmental coordination meetings.
- Support training and mentoring of new Villa Hosts to uphold service standards.
- Maintain professional grooming according to our grooming standards.
- Ensure that you set the example for all other family members to follow about grooming and Song Saa Style.
- Monitor the grooming standards of your team members and follow up appropriately to ensure that these standards are upheld.
- Understand the product image the company aims to project and ensure that image is reflected in every aspect of the manner in which you manage your department.
- Act as an ambassador for the Song Saa brand, embody its values and beliefs and demonstrate these through your behaviour.
- Follow all Song Saa rules and regulations, as it is challenging to maintain discipline in your department if you do not follow these 100%.
- Take responsibility for your actions and show you are accountable.
- If standards are not maintained, follow up appropriately so that your team members know that misbehaviour is not acceptable.
- Be honest with regard to the information that you give and do not distort (change) information that you share with others.
- Show a positive attitude at all times whilst on duty and be ready to support any team members that need assistance.
- Show your superiors that you want to improve and get better – ask for help and training if you have difficulties.
- Demonstrate respect to guests and colleagues at all times.
- Create a supportive and respectful environment within your department and lead by example so that your team members have a role model.
Interested applicants who meet these criteria should submit their CVs totalent@songsaa.com
Moreinfo: https://www.songsaa-privateisland.com
Please mention "www.Cambodiajobs.Biz" where you saw the ad when you apply!
