Quản lý Trải nghiệm Khách hàng/ Guest Experience Manager

Approve room upgrades, VIP amenities, and minor service recovery compensations within authorized policy limits.
Act on behalf of the Department Head to oversee and supervise all assigned functional areas (GRO, Bell, Concierge, Drivers).
VVIP Experience Management & Personalization
Personally plan and oversee arrival arrangements, conduct room inspections, and host VVIP delegations, government officials, and celebrities.
Supervise Butler service standards for premium room categories and special requests.
Leverage CRM data analytics to understand guest preferences and behaviors, designing tailored surprises and bespoke welcome amenities.
Service Quality Management & Online Reputation
Propose operational improvement initiatives aimed at enhancing guest satisfaction scores (NPS).
Proactively engage with guests throughout their stay to collect real- time feedback and immediately implement Service Recovery procedures in case of complaints.
Monitor, analyze, and respond to guest reviews across online platforms (TripAdvisor, Google, Booking.com, TrustYou, etc.).
Lobby Operations & Logistics Management
Oversee the daily operations of Guest Relations (GRO), Bell Service, Concierge, and Transportation teams, ensuring compliance with 5- star standards and the “Heartist” service culture.
Supervise airport transfer procedures, vehicle management, and luggage handling, ensuring seamless coordination across all touchpoints.
Training & Team Development
Inspire the team to embrace a “Creating Surprise & Delight” mindset and foster proactive service behaviors.
Develop training plans and personally coach team members on advanced communication skills, guest psychology, and WorldHotels service culture standards.

Bachelor’s degree in Hospitality Management or a related field.
Strong leadership capabilities with expertise in guest experience management, problem- solving, and exceptional communication skills.
Fluent in English (proficient in all four skills: listening, speaking, reading, and writing). Additional foreign language proficiency is an advantage.
Minimum of 3 years’ management experience in Guest Relations, Guest Experience, or Duty Manager roles within a 5- star hotel environment.

Meals Provided
Professional Development – Training opportunities and clear career advancement paths
Friendly Work Environment – Supportive team, open communication, and strong company culture
Annual leave as regulated by the Labor Code.
Full Insurance Coverage – Social, health, and unemployment insurance in compliance with labor laws
Attractive Salary
Housing allowance policy- Applicable to employees whose permanent residence is outside Phu Quoc
Translation: Commuting allowance policy- Applicable to employees with permanent residence in Phu Quoc.
Holiday and Tet Bonuses in accordance with Vietnamese labor laws.

Cập nhật gần nhất lúc: 2026-02-26 13:30:03