Guest Experience Associate

SCOPE OF WORK&13;
Guest Engagement & Service Excellence
Anticipate guest needs and provide tailored recommendations for resort facilities, dining, activities, and local attractions.
Greet guests warmly upon arrival, ensuring a personalized and memorable welcome.
Manage VIP, repeat, and long- stay guest profiles to ensure preferences are recorded and exceeded.
Handle check- ins, check- outs, and special requests efficiently and professionally.
Experience Coordination
Follow up on guest feedback and take immediate action to resolve any concerns or issues.
Liaise with departments (Housekeeping, F&B, Spa, Concierge, etc.) to coordinate seamless service and special arrangements.
Prepare pre- arrival arrangements, amenities, and welcome gifts according to guest profiles.
Communication & Administration
Maintain accurate records of guest interactions, preferences, and service recoveries in the property management system.
Support the Guest Experience Manager in creating and implementing initiatives to enhance guest satisfaction scores.
Respond promptly to guest inquiries via phone, email, or in person.
Performs other related duties as assigned by Line Manager.

Excellent communication skills in English (additional languages such as Chinese or Korean are an advantage).
Proficiency in PMS systems (Opera, Fidelio, or equivalent) and MS Office applications.
Strong interpersonal skills with a genuine passion for guest service and luxury hospitality.
Minimum 1–2 years’ experience in Front Office, Guest Relations, or similar role in a luxury hotel or resort.
Diploma or Degree in Hospitality Management or related field preferred.

• Professional and multicultural working environment
Môi trường làm việc chuyên nghiệp và đa văn hóa
• Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang- Hoiana, duty meal, …)
Chế độ đãi ngộ nhân sự tốt và cạnh tranh (bảo hiểm bổ sung, ký túc xá nhân viên, xe đưa đón hằng ngày Đà Nẵng – Hoiana, suất ăn ca, …)
• Big- scale project in central Vietnam
Dự án quy mô lớn tại miền Trung Việt Nam
• Career Development Opportunity
Cơ hội phát triển sự nghiệp

Cập nhật gần nhất lúc: 2025-10-20 08:00:04