GUEST RELATIONS MANAGER

MISSION OF THE POSITION:

-Responsible for creating the best customer experience, ensuring their satisfaction and loyalty. Interacts with customers to exceed their expectations and increase their satisfaction and loyalty. Guarantees that the whole team of the hotel knows and respects the Service Culture and Brand Standards.

OBJECTIVES:

-The prime objective is to achieve the highest possible level of satisfaction amongst guests and consistency, efficiency and politeness amongst the members of staff.

MAIN RESPONSIBILITIES:

1. Guarantee the product and service standards, and Brand Image in the hotel (implantation and control).

2. Prepare an action plan on the results of the Mystery Guest, with Heads of Department and Cluster General Manager.

3. Analyse the results of the customer satisfaction.

4. Prepare an action plan on the results of the customer satisfaction, with Heads of Department

and the General Manager.

5. To give inductions and re-inductions to all staff.

6. Guarantee the staff knows and transmits to the customer the Service Culture (implantation

and monitoring of culture, operating procedures, storytelling, Brand phraseology).

7. Take care of the online reputation of the hotel, on the websites and OTAs (analysis of

comments, to promote the comments by the customers and reply within 24hrs).

8. Keep in contact directly with the customers on a daily basis.

9. Participate actively to design the strategy to increase additional incomes (upselling).

10. To look after the attraction and monitoring of the Accor Rewards customers at the resort and

ensure the delivery of their benefits.

11. To deal with all customer complaints (during and post stay).

12. Adapt the sensorial experience at the resort, following the Brand guidelines, to promote the

other revenues creating good environments that will generate the customers to stay and consume (music, aromas, decoration, illumination, personality and control other physical aspects).

13. Assigning amenities to VIP clients (according to personal preferences).

14. Rooms Supervision (random and VIP) + Event Rooms (setup of the meeting room).

15. Manage the customer requests and monitoring the success.

16. Manage the external communication plan (hotel channel, check in, lobby screen, digital

frames, etc.).

17. Manage the internal communication plan (Briefings, Flash Training, departmental meetings,

etc.).

18. Promote, coordinate and implant ideas to improve the sustainable development and to

increase the social contribution, inform to the customers through different channels.

19. Give support to the General Management of the rOperstions Manager on duty, specific projects,

pilot projects, etc.).

20. Supervise the activities department (depending on the Brand).

21. Guarantee the best customer experience at the Privilege Level (pre-arrival call, food offering, etc.).

PERSONNEL

1. To maintain a climate of trust and team spirit throughout the operation

2. Daily staff briefings regarding activities in the resort, Guest complaints, etc.

3. All staff in proper uniforms with nametags and correct grooming

4. Staff Roster to correspond with the business and to have enough staff on duty

5. To teach staff correct manners and Guest approach etiquette.

5. LEADERSHIP

1. Good relationship with employees is evident and without favouritism

2. Providing excellent self-discipline, gains respect from all and inspires good team work

3. Leading by example

4. To give respect to gain respect

5. To maintain good relationship with other Departments

4. GUEST SATISFACTION

1. Special attention to be given to VIP guests

2. To attain and follow up on any Guest complaints

3. Corrective actions to be taken immediately to prevent future recurrence of any guest complaints.

• Professional, dynamic working environment

• Competitive salary & benefits offered

• Chance to access variety of learning and development program by AccorHotels and the Hotel

• 44 working hours/week & 12 annual leaves/year

• Annual team building trip

• Service charge distribution

 At least Bachelor degree in any field

 At least 2 years experience of international hotels

 Strong in supervisory and managerial skills

 Noticeable leadership skills

 Good in inter-personality skills, outgoing, and friendly

 Strong in English communication skill and Computer literate

 Strong in problem solving skills, and execution of work

CV in Vietnamese certified by local government

Copies of ID card

Copy of residence book

Copy of certificate of birth

Character reference form

Copies of all related qualifications, 1 of each (if have)

Certificate of Health

Copy of the Decision on termination of labour contract with the latest company (if have)

Social insurance book OR provide the photocopy of the 1st page – if you have not received the one-off allowance.

Supporting documents for dependants (residence book, certificate of birth, certification of income, etc. of the dependants that can show the relationship and income of the dependants

02 colour photos 3x4cm