Guest Relations Manager

GENERAL MISSION

The Guest Experience Manager acts as the link between Management and guests. His/her main duty is to act as a host by providing assistance to all guests. As such, he/she is responsible for resolving all guests’ complaints in a timely and professional manner.

He/she also provides the proper support and working climate for the Guest Relations team.

MISCELLANEOUS

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

• Assist the Front Office Manager to follow up any projects, or specific tasks.

ADMINISTRATIVE RESPONSIBILITIES

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

• Celebrates successes and publicly recognizes the contributions of team members.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

GUEST SERVICE

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Responds to and handles guest problems and complaints.

• Empowers employees to provide excellent customer service.

• Observes service behaviors of employees and provides feedback to individuals.

• Strives to improve service performance.

• Provides immediate assistance to guests as requested.

• Ensures employees understand customer service expectations and parameters.

• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Financial and Revenue Responsibilities

• Driving revenue up by successfully suggesting the guest to benefit from using the hotel’s facilities, outlets and varied promotion.

• The GRO must thrive to retain the guest within the hotel’s walls.

• Coaching and driving the GRO team to drive them to up sell the hotel’s products.

HUMAN RESPONSIBILITIES

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Participates in employee progressive discipline procedures.

• Uses all available on the job training tools for employees.

• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

• Supervises on-going training initiatives and conducts training when appropriate.

• Participates in the employee performance appraisal process, providing feedback as needed.

RELATIONS

• He/she maintains good working relationship with all employees from the Front Office department and with the Directors, Managers of other departments.

• He/she maintains and develops external contacts with suppliers and other companies related to the hotel activities. He/she promotes & applies synergy, flexibility and cross training within his/her operation.

REPLACEMENT AND TEMPORARY MISSIONS

• The Guest Experience Manager replaces the Director of Rooms in his/her absence and can assume other responsibilities if so required by the management.

• Any information related to the Front Office or Housekeeping operation and not mentioned in this listing remains under the sole responsibility of the Guest Experience Manager together with Front Office Manager.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• MGallery Essentials of Luxury and Appearance guidelines

• MGallery vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

• Terms and conditions of Le Club Accor Hotels loyalty program

Benefits:

• 2 days off per week, 12 annual leaves per year, days off for marriage, funeral,...according to Vietnam labor code.
• Competitive salary
• Social insurance contribution according to Vietnam labor code.
• Great environment for experience gaining and career development
• Meal, uniform, motorbike parking will be provided by Hotel
• Other benefits and activities from hotel Trade Union
• ...

Requirements:

• Excellent in Verbal and Written skills in both English and Vietnamese.
• Expert in problem resolution skills, manpower and expenses Management.
• At least 2 years experience at the same position.

Email: Tin đã hết hạn

Contact to:(+84) 28 39 898 888 – HR Department

Contact person: Ms. Phuong Le