Resort Experience Executive (Mandarin or Vietnamese Speaking)

The Resort Experience Executive (Chinese & Vietnamese Speaking) goes beyond transactional check-ins and check-outs to curate memorable, highly personalized stay experiences. Focusing heavily on the pre-arrival stage of the guest journey, this role serves as the primary host and ambassador for Chinese- and Vietnamese-speaking clientele. Empowered to move fluidly across resort touchpoints, the Executive proactively anticipates guest needs—handling operational workflows, managing VIP arrival prep, resolving inquiries, and sharing local highlights. Fluent in Chinese, Vietnamese, and English, the ideal candidate combines cultural agility with a hands-on approach to ensure quality, safety, and brand excellence at every turn.
 

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Anticipate guests' service needs, including asking questions of guests during the pre-arrival process to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. This will be actioned during the pre-arrival process.
• Thank guests with genuine appreciation and provide a fond farewell.
• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

• Assist the Director of Resort Experience lead and manage the Resort Experience team daily
• Create rosters for the Resort Experience team
• Assist the Director of Resort Experience to develop SOP’s 

• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.