[BANYAN] FO_Assistant Guest Experience Manager

We are looking for individuals who share our passion for excellence, creativity, and heartfelt service — those who take pride in crafting experiences that leave a lasting impression.
At Garrya Mù Cang Chải, part of Banyan Group, we believe that every role contributes to creating meaningful experiences rooted in purpose, wellbeing, and authentic connection. More than just a workplace, we are a sanctuary where thoughtful design, mindful living, and genuine care come together.As a member of our team, you are not simply performing a job — you are shaping journeys, elevating traditions, and bringing our brand philosophy to life in every interaction. From behind- the- scenes operations to guest- facing moments, every detail you contribute helps create a sense of calm, balance, and belonging for those we serve.
Key Responsibilities:

Support departmental projects, audits, training activities, and pre- opening or operational initiatives when required.
Supervise and guide Front Office and Guest Experience associates to deliver personalized, intuitive, and anticipatory service to all guests.
Handle guest feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction and loyalty.
Train, coach, and motivate Front Office and Guest Experience associates to improve operational efficiency and service quality.
Support the Guest Experience Manager in overseeing daily Front Office and guest experience operations to ensure service excellence and alignment with Banyan Group standards.
Act as a role model in professionalism, communication, problem- solving, and guest engagement at all times.
Monitor arrival, in- house, and departure experiences, ensuring all VIPs, repeat guests, and special arrangements are well prepared and executed.
Support daily operational planning, room allocations, and guest preference management to enhance overall guest experience.
Coordinate closely with Front Office, Housekeeping, F&B, Engineering, Spa, and other departments to ensure seamless guest journeys.
Prepare operational reports, guest incident records, and follow- up actions as assigned by management.
Assist in analyzing guest feedback, online reviews, and satisfaction survey results, and support action plans for continuous improvement.
Ensure compliance with Banyan Group policies, grooming standards, service procedures, and operational guidelines.
Maintain strong knowledge of resort facilities, wellness programs, local experiences, and Banyan Group service culture to engage effectively with guests.

Requirements:

Good English communication skills (spoken and written)
Well- organized with attention to detail
Strong interpersonal and communication skills
Ability to work flexible hours when required
Positive attitude, adaptable, and willing to learn

Experience in international or luxury environments is an advantage
1–3 years of relevant working experience (hospitality or related fields preferred)
Fresh graduates are welcome for entry- level positions
Basic understanding of service standards and customer experience

Uniforms and meals are provided.
Health Care Insurance (24/7), accident insurance (apply from the starting date).
Monthly participation in Banyan Group’s 8 Pillars of Wellbeing programme.
Officer Check allowance.
Insurance as labor law (applies from the starting date).
Learning & development opportunities through Banyan Academy, aligned with Banyan Group standards.
Access to gym facilities.
Minimum USD 3,000 annual spending on Banyan Group complimentary stays.
Staff accommodation is provided.
Salary is competitive.
Annual bonus & 13th- month salary (subject to business performance).
100% Service charge, effective from the probation period.
12 days annual leave; 2 day- offs per week.
Structured development programmes for supervisory level, including UPLIFT and Essential English online learning.

Cập nhật gần nhất lúc: 2026-07-06 18:05:03