Guest Experience Director (Expatriate)

Monitor and analyze guest feedback, reviews, and satisfaction scores from surveys and online platforms, and develop action plans for improvement.
Lead and implement strategies to enhance the overall guest experience across the hotel or resort.
Work closely with departments such as Front Office, Housekeeping, Food & Beverage, and Sales & Marketing to maintain consistent service standards.
Establish and maintain service standards, guest engagement programs, and quality assurance processes.
Propose innovative guest experience initiatives and programs to increase guest satisfaction and loyalty.
Handle and resolve VIP guest concerns or service recovery situations in a professional and timely manner.
Prepare reports and present insights on guest satisfaction metrics and service performance to senior management.
Train and guide team members to strengthen customer service culture and service excellence.
Oversee the entire guest journey, from pre- arrival, during the stay, to post- departure, ensuring a seamless and memorable experience.

At least 2 years’ experience in a similar role, preferably with a Front Office background.
Customer- oriented mindset with the ability to work in a fast- paced environment and collaborate across departments.
Fluent in English; additional languages are an advantage.
Strong leadership, communication, and problem- solving skills.
Bachelor’s degree in hospitality management or related fields; strong understanding of hotel operations and guest experience management.

Competitive salary based on experience and performance.
Holiday bonuses, annual performance bonuses, and productivity incentives.
Opportunity to work within a professional hospitality group operating over 15 four- and five- star hotels and resorts nationwide.
Modern, professional working environment with strong growth potential.
100% salary during the probation period.
Annual management teambuilding programs and various group engagement activities.

Cập nhật gần nhất lúc: 2026-03-13 12:00:08