DEPARTMENT: Guest Experience

REPORTING TO: Asst Guest Experience Manager

Role Summary:

The Villa Host is the part of Guest Ecperience team at Song Saa Private Island, entrusted with guiding each guest through a seamless journey of pre‑arrival, airport transfer, lounge welcome, island stay, and departure. More than a service role, the Villa Host embodies the island’s spirit of intimacy, sustainability, and Khmer warmth. Acting as a storyteller, coordinator, and trusted companion, the Villa Host ensures every guest feels both at home and inspired by the island’s culture and regenerative ethos. This role requires a balance of luxary hospitality standards, cultural sensitivity, and genuine care, making the Villa Host a guardian of both guest experience and the Song Saa legacy.

The Villa Hosts serve as the sole point of contact for our guests, assisting with organizing, coordinating, and confirming daily activities, special occasions, and requests. They are responsible for turning guests' wishes into reality by liaising with all resort departments to exceed expectations in a timely and cost-effective manner.

The Hosts drive team accountability, focusing on guest satisfaction and revenue generation through coordination, anticipation, communication, and control of all guest-related activities. As brand ambassadors, they lead by example and ensure every guest receives personalized assistance from pre-arrival to post-visit, ensuring no guest leaves unhappy

• The Villa Host is the heart of the guest journey at Song Saa. Acting as a personal guide, storyteller, and problem‑solver, the Villa Host ensures every guest feels seen, cared for, and connected to the island’s spirit of luxury, sustainability, and Cambodian warmth.

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.

Airport Pick‑Up & Transfer Journey

• 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.

Song Saa Lounge & Pre‑Arrival Experience

• 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.

Guest Arrival & Welcome (Island)

• 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.

In‑House Guest Journey & Communication

• 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.

Curated Guest Experiences: Dining, Wellness & Activities

• 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.

Song Saa Foundation Engagement

• 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.

Guest Departure & Farewell

• 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.

Coordination & Administration

• 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.

Grooming

• 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.

Attitude and Behaviour

• 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
• This is not an exhaustive list of responsibilities. It is only an indication of the duties and responsibilities expected from you. You could be requested to perform any other reasonable duties by the management.