Guest Experience Manager | Quản lí Chăm sóc Khách hàng

• Inspects front of house and back of house regularly for cleanliness.
• Prepares efficient work schedules for guest experience team, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the Hotel.
• Assumes other duties assigned by Management as required
• In full control and ensure that the conditions of the Executive Lounge pantry is well maintained and equipped.
• Is fully conversant with all Hotel emergency procedures.
• To provide 24/7 personalized service at the highest level befitting the five star standard
• Identifies training needs and conducts training sessions accordingly.
• Monitors appropriate standards of conduct, uniform, grooming, hygiene and appearance of Reception staff.
• Ensures VIP guests receive special attention.
• Performs related duties and special projects assigned.
• To attend to all the wants and needs of the executive floor VIPs.
• Responds to guest needs and resolves related problems.
• Assists Management in greeting, rooming and sending off of VIP guests.
• Maintains the communication logbook of his/her section.
• Does everything possible to ensure that the guests depart the Hotel with a positive impression of the Hotel services.
• Ensures that all executive lounge equipment are accounted for and are always in good condition.
• Provides functional assistance and direction to all departments. Cooperates, coordinates and communicates with other Hotel departments as required.
• Is responsible for the P&L reports of his/her section.
• Reports directly to and communicates with the Director of Rooms or Hotel Manager – Hotel Operations on all pertinent matters affecting guest service and Hotel operations.
• Supports and assists guest experience team and all other Front Office sections during peak periods.
• Evaluates staff and carries out performance appraisal as required.
• Is fully aware of the credit policy of the Hotel.
• Monitors guest experience team to ensure guests receive prompt, cordial attention and personal recognition.
• Performs other related duties as assigned by Line Manager and the Company’s Management.
• Supervises and directs guest experience team.
• Conducts monthly meeting of his/her section
• Provides input for staff General Meetings
• Consistently seek new and innovative service initiatives to “wow” the executive floor VIPs.
• Leading the team and ensure the policies, procedures and service standards are in accordance to the company standard.
• Ensures front line staff is complying with sales techniques to maximize revenue.

• Candidate with Korean/Chinese is preferred.
• Attention to details, strong organizational skills
• A minimum of two years prior experience in management related hospitality fields is necessary: Butler, Front Office, Housekeeping and Food & Beverage
• Excellent verbal, interpersonal &communication skill
• Must be willing to work varied hours, including nights, weekends, holidays and split shifts (according to the needs of the guests).
• Excellent command of English and Vietnamese (spoken and written) is essential. Knowledge of another foreign language other than the ones mentioned above is an advantage.
• Knowledge of computers including Microsoft Office products & PMS (Opera & Micros preferred)

Career Development Opportunity
Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang- Hoiana, duty meal, ...)
Professional and multicultural working environment
Big- scale project in central Vietnam

Cập nhật gần nhất lúc: 2024-06-20 11:20:03