GUEST SERVICE LINE SUPERVISOR/ GIÁM SÁT TỔNG ĐÀI DỊCH VỤ KHÁCH HÀNG

MISSION OF THE POSITION
Support the Guest Experience Manager in supervising the daily operations of the Guest Service Line (Operator), ensuring all guest communications and service coordination are handled efficiently, professionally, and in accordance with the hotel’s standards and brand philosophy.
The Guest Service Line Supervisor is responsible for ensuring smooth communication between guests and operational departments, maintaining service quality, monitoring operational efficiency, and supporting the team in delivering seamless and memorable guest experiences.
MAIN RESPONSIBILITIES
Ensure all guest calls, requests, and communication channels are handled professionally and promptly.
Support training, coaching, and development of Guest Service Line Agents.
Monitor service quality, response time, and guest satisfaction related to communication services.
Supervise the daily operations of the Guest Service Line team to ensure efficient communication and coordination.
Ensure compliance with hotel communication standards, SOPs, and brand expectations.
Coordinate communication between guests and operational departments to ensure smooth service delivery.
Support the team in resolving guest concerns, complaints, and operational issues effectively.
VẬN HÀNH | OPERATION
• Ensure all team members are knowledgeable about hotel facilities, promotions, services, events, and operational updates.
• Support the handling and escalation of guest complaints and difficult situations when necessary.
• Complete additional duties and projects assigned by hotel management.
• Prepare operational reports, shift handovers, and pending follow- up reports.
• Ensure proper handling of wake- up calls, emergency calls, and operational communication procedures.
• Monitor and ensure proper use of hotel systems and digital tools including ReviewPro, StayApp, and guest communication platforms.
• Ensure all requests, incidents, and follow- up actions are properly documented and updated in the system.
• Ensure all incoming and outgoing calls are handled according to hotel standards and communication etiquette.
• Coordinate guest requests with Front Office, Housekeeping, Engineering, F&B, Security, Spa, and other operational departments.
• Supervise Guest Service Line operations during assigned shifts.
• Assist in emergency situations and operational incidents according to hotel procedures.
• Maintain smooth operational communication between all departments to support seamless guest experiences.
• Monitor guest requests and follow up to ensure timely completion and guest satisfaction.
• Supervise communication through telephone systems, guest messaging platforms, emails, and internal communication channels.
• Ensure communication equipment and systems are functioning properly and coordinate maintenance when necessary.
• Support upselling initiatives through effective guest communication and service recommendations.
TÀI CHÍNH | ECONOMIC- FINANCIAL
• Support departmental cost control and efficient use of operational resources.
• Assist in monitoring communication- related operational KPIs and service standards.
• Support operational goals related to guest satisfaction and departmental efficiency.
• Ensure proper coordination of chargeable services and guest requests.
• Promote upselling opportunities through guest interactions and service recommendations.
HUMAN RESOURCES
• Participate in onboarding and coaching new employees.
• Support performance evaluations and continuous feedback sessions.
• Support scheduling, attendance monitoring, and shift coordination.
• Promote teamwork, motivation, and a positive working environment within the department.
• Conduct daily briefings and operational updates for the team.
• Participate actively in departmental meetings and training sessions.
• Ensure compliance with grooming standards, communication etiquette, and operational procedures.
• Support training and development of Guest Service Line Agents.
CUSTOMER EXPERIENCE
• Support the achievement of Voice of the Customer (VOC) and guest satisfaction goals.
• Promote personalized and proactive guest service through effective communication.
• Ensure all guest communications reflect the hotel’s brand philosophy and luxury hospitality standards.
• Ensure team members maintain professional, warm, and courteous interactions with guests.
• Ensure prompt follow- up and coordination of guest requests and concerns.
• Support service recovery efforts and ensure professional handling of guest complaints.
• Contribute to creating a seamless and memorable guest journey through efficient operational communication.
• Monitor guest satisfaction related to communication services and response quality.
HEALTHY WORKPLACE
• Ensure proper implementation of safety and emergency communication procedures
• Ensure compliance with Occupational Health and Safety standards and procedures.
• Promote a safe and healthy working environment within the department
• Be knowledgeable of the hotel’s emergency and evacuation procedures.
• Participate in operational safety and risk prevention activities.

* Relevant experience in a similar position within hotels, resorts, or service environments.
Có kinh nghiệm làm việc ở vị trí tương đương trong khách sạn, resort hoặc môi trường dịch vụ.
* Pre- opening experience is preferred.
Có kinh nghiệm pre- opening là một lợi thế.
* Basic knowledge of professional working standards and operational processes.
Có kiến thức cơ bản về tiêu chuẩn làm việc chuyên nghiệp và quy trình vận hành.
* Ability to organize work, support team operations, and work effectively under pressure.
Có khả năng sắp xếp công việc, hỗ trợ vận hành và làm việc hiệu quả dưới áp lực.
* Good communication and teamwork skills.
Kỹ năng giao tiếp và làm việc nhóm tốt.
* Responsible, proactive, and positive working attitude.
Có tinh thần trách nhiệm, chủ động và thái độ làm việc tích cực.
* Willing to learn, adapt, and contribute to team development.
Sẵn sàng học hỏi, thích nghi và đóng góp vào sự phát triển của đội ngũ.
* Good health and ability to work in a dynamic environment.
Sức khỏe tốt, có khả năng làm việc trong môi trường năng động.
* Relevant educational background.
Có bằng cấp liên quan.

Môi trường làm việc chuyên nghiệp, quốc tế với cơ hội học hỏi và phát triển cùng đội ngũ giàu kinh nghiệm.
Competitive salary package, aligned with experience and performance.
Mức lương cạnh tranh, phù hợp với năng lực và hiệu quả công việc.
Service Charge (SVC) guaranteed at a minimum of VND 1,500,000/month during the pre- opening phase.
Đảm bảo Service Charge (SVC) tối thiểu 1.500.000 VNĐ/tháng trong giai đoạn pre- opening.
Working schedule: 5 days per week, 9 hours per day.
Thời gian làm việc: 5 ngày/tuần, 9 tiếng/ngày.
100% salary during probation period.
Nhận 100% lương trong thời gian thử việc.
Full statutory insurance contribution based on 100% salary.
Đóng bảo hiểm đầy đủ trên 100% mức lương theo quy định.
Accommodation allowance provided for associates from outside Khánh Hòa province (subject to position level).
Hỗ trợ chi phí nhà ở đối với nhân sự ngoài tỉnh Khánh Hòa (tùy theo cấp bậc).
Transportation allowance provided based on the distance between residence and workplace (subject to position level).
Hỗ trợ chi phí xăng xe dựa trên khoảng cách từ nơi ở đến nơi làm việc (tùy theo cấp bậc).
Comprehensive benefits including social insurance, health insurance, unemployment insurance, and annual health check.
Chế độ phúc lợi đầy đủ: BHXH, BHYT, BHTN và khám sức khỏe định kỳ.
High- quality staff meals provided.
Cung cấp bữa ăn chất lượng cho nhân viên.
Clear career development path with training and development opportunities.
Lộ trình phát triển nghề nghiệp rõ ràng, cơ hội đào tạo và nâng cao kỹ năng.
Dynamic, supportive, and collaborative working culture.
Môi trường làm việc năng động, hỗ trợ và gắn kết.

Cập nhật gần nhất lúc: 2026-07-16 16:35:02