Guest Experience Manager

1. To get from Front Office department VIP’s arrival list;

2. To check the rooms allocation according to VIP’s arrival list;

3. To inspect VIP’s assigned rooms;

4. To send the VIP’s summary of the day to all HODs;

5. To discuss with GM daily amenities and types of letters/cards;

6. To greet VIP’s and returning guests and guarantee the link between them and GM;

7. To get the following day arrival list to check VIP’s and repeating guests;

8. VIP’s classification and amenities assignment. Start preparing letters and cards for the following day;

9. To check The Level standards and set ups;

10. Final room allocation (in case of any changes applicable) in coordination with FO;

11. Incident/complaint management of the day (if applicable) personally or by e-mail/phone;

12. To check the Market Metrix results, share with HODs and take the appropriate action;

13. To conduct lobby inspection in order to guarantee aquatinter sense perception (sight, smell, sound, touch and taste) and everything in place and correct order;

14. To conduct random check of the Mystery Guest standards in the different departments (Phraseology, steps to follow, attitude towards guests, etc.);

15. To conduct different areas Hotel inspections (focused on the front of house) and bring up issues if applicable, support with pictures;

16. To check Review-pro results and communicate to HODs during weekly meeting;

17. To check Market Metrix monthly reports, prepare presentation for HOD’s stablishing action plans;

18. To monitor online guest complaints and take the necessary actions (Tripadvisor, Agoda, Bookings, Expedia, and other OTA’s and website);

19. To compile the relevant information and necessary reports to Area GEX Manager;

20. To follow up on the Area GEX Manager Action Plan;

21. To conduct Quality Committee meeting;

22. To focus on sustainability actions/CSR, environmental, social and cultural;

23. To perform other tasks assigned by General Manager.

24. To work closely with senior operators and brand leadership to drive customer centricity within the organization

25. To synthesize data to drive and share big picture actionable insights, including:

a. Brand health performance and trending

b. Initiative development, tracking and optimization

c. Isolate root causes of issues

d. Identify emerging macro trends

e. Incorporate competitive intelligence and other unstructured data sources

• Attractive salary and benefits, agreed upon in the interview

• Meal/meal allowance support

• Contribution of social insurance, medical insurance and unemployment insurance according to the labor law.

• Professional working environment

• Opportunity to learn and being promoted

• To be trained to develop the career

To emphasize guest a genuine service attitude in order to provide more added value to the brand attributes, to ensure the quality of the product which we offer both in terms of image and service.

Education and training: University Degree is an advantage

Languages: English - Good level, written & spoken

Specific knowledge: Opera Systems is an advantage

Excellent Communication Skill & public relations

Good at dealing with people

Creative

Attentive in all details

Able to recognize problems

Số điện thoại liên hệ:  0835.196.868 (office hour)