Pre‑Arrival Guest Preference Check

• Review guest bookings advance, confirm details follow up the Reservations team.
• Reach out guests confirm preferences special requests.
• Collect information dietary needs, wellness routines, activity interests, family requirements, celebration occasions.
• Ensure preferences logged accurately guest profiles shared all relevant departments.
• Anticipate opportunities personalization (e.g., pillow choice, minibar setup, welcome notes, children’s amenities).
• Coordinate the Song Saa Lounge team prepare tailored refreshments comforts transit.
• Communicate proactively the Boat Captain island teams so that every touchpoint reflects readiness care.

Airport Pick‑Up & Transfer Journey

• Coordinate Guest Experience Boat Captain teams ensure smooth guest transfers airport island.​
• Personally greet guests the airport designated meeting point warmth professionalism.
• Assist The job ad was copied from BongThom.com web site luggage handling ensure guests comfortable during transfer process.
• Provide clear communication about transfer timings, boat schedules, journey details.
• Begin storytelling early — introduce Song Saa’s ethos, sustainability projects, cultural heritage during journey.
• Anticipate guest (special assistance, dietary requests, family needs) communicate ahead time island teams.

Song Saa Lounge & Pre‑Arrival Experience

• Welcome guests the Song Saa Lounge Sihanoukville, ensuring calm elegant transition before boat journey.
• Offer refreshments, comfort, a sense arrival that reflects Song Saa’s luxury warmth.
• Provide clear updates transfer timings assist any travel‑related needs.
• Begin building rapport guests, setting tone their island experience.
• Share stories the island, Khmer culture, Song Saa’s regenerative mission create anticipation.
• Coordinate Guest Experience Boat Captain ensure smooth boarding luggage handling.

Guest Arrival & Welcome (Island)

• Coordinate Guest Experience Boat Captain ensure seamless island arrival.
• Personally welcome guests warmth, professionalism, cultural sensitivity.
• Provide resort villa orientation introduce Song Saa’s ethos sustainability community.
• Confirm guest preferences communicate to relevant departments.
• Ensure luggage welcome amenities delivered promptly discreetly.

In‑House Guest Journey & Communication

• Serve the primary point contact all guest during stay.
• Curate manage personalized itineraries, balancing relaxation activity.
• Proactively check with guests key touchpoints throughout day:
• Morning – confirm daily plans, offer gentle suggestions activities, ensure breakfast wellness preferences met.
• Lunch – check midday dining arrangements, reconfirm dietary preferences, suggest light experiential options.
• Afternoon Activity – follow up before after excursions, spa treatments, cultural experiences ensure readiness satisfaction.
• Guest Experiences – engage guests during after signature Song Saa (snorkeling, meditation, village visits, sustainability tours) capture feedback deepen connection. Facilitate special requests such as: romantic dinners, private excursions, wellness rituals.
• Pre‑Dinner – reconfirm evening dining preferences, offer The job ad was copied from BongThom.com web site enhancements such wine pairings private dining options.
• Post‑Activity / Evening – check comfort after excursions dining, ensure turndown villa are met, close day warmth.
• Anticipate guest by observing preferences adapting accordingly. Coordinate F&B, Spa, Watersports, Housekeeping flawless delivery.
• Share meaningful stories about Song Saa’s culture, sustainability, community projects.
• Handle guest concerns empathy, discretion, prompt resolution by listening actively, acknowledging sincerely, acting discreetly, responding promptly, following through, escalating wisely, documenting clearly.
• Maintain accurate guest profiles preferences future stays.

Curated Guest Experiences: Dining, Wellness & Activities

• Culinary & Dining Journeys – coordinate F&B personalize dining, check at each meal, facilitate special dining requests, share Song Saa’s food philosophy.
• Wellbeing & Spa Engagement – introduce spa wellbeing offerings, anticipate needs, coordinate treatments, follow up satisfaction.
• Guest & Cultural Immersion – curate itineraries, encourage participation snorkeling, kayaking, sustainability tours, village visits, act a cultural bridge.
• Surprise & Delight Moments – anticipate opportunities exceed expectations thoughtful gestures milestone celebrations.
• Legacy & Continuity – document guest dining, wellness, activity preferences enrich return visits.

Song Saa Foundation Engagement

• Coordinate introduce Foundation – share mission protect environment marine habitats support local communities.
• Connect Guests Impact – The job ad was copied from BongThom.com web site encourage participation Foundation‑related such conservation tours village visits.
• Highlight Achievements – explain The job ad was copied from BongThom.com web site milestones The job ad was copied from BongThom.com web site such Cambodia’s first marine reserve, coral reef monitoring, free healthcare missions, environmental education, waste management initiatives.
• Storytelling Through Experience – weave Foundation narratives into guest conversations, dining, excursions, showing how stay contributes positive impact.
• Facilitate Guest Involvement – information supporting donating the Foundation a warm, optional, aligned way.
• Legacy Building – document guest interest the Foundation future engagement.

Guest Departure & Farewell

• Confirm departure details (boat transfer, luggage, billing) advance.
• Coordinate Guest Experience relevant departments smooth check‑out.
• Prepare farewell amenities notes reflecting Song Saa’s gratitude ethos.
• Escort guests the jetty, ensuring warm memorable send‑off.
• Collect guest feedback naturally share management.
• Update guest profiles preferences experiences legacy‑building.

Coordination & Administration

• Maintain daily communication logs handovers seamless continuity.
• Report guest feedback, incidents, special requests management.
• Participate daily briefings cross‑departmental coordination meetings.
• Support training mentoring new Villa Hosts uphold service standards.

Grooming

• Maintain grooming according our grooming standards.
• Ensure that you set example all other family members follow about grooming Song Saa Style.
• Monitor grooming standards your team members follow up appropriately ensure that these standards upheld.

• Understand product image company aims project ensure that image reflected every aspect the manner which you manage your department.
• Act an ambassador the Song Saa brand, embody its values beliefs demonstrate these through your behaviour.
• Follow Song Saa rules regulations, it challenging maintain discipline your department if you do not follow these 100%.
• Take responsibility your actions show you accountable.
• If standards not maintained, follow up appropriately so that your team members know that misbehaviour not acceptable.
• Be honest regard the information that you give do not distort (change) information that you share others.
• Show positive attitude all times whilst duty be ready support team members that assistance.
• Show your superiors that you want improve get better – ask help training if you have difficulties.
• Demonstrate respect guests colleagues all times.
• Create supportive respectful environment within your department lead by example so that your team members have role model.