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Guest Experience Manager - Quản lý trải nghiệm khách hàng

  • Hạn nộp: 09/03/2024
  • Mức lương: Thỏa thuận

Thông tin cơ bản

Số lượng
1
Nơi làm việc
Huyện Phú Quốc - Kiên Giang
Giờ làm việc
Làm theo ca
Ngành nghề
Tiền sảnh
Vị trí
N/A
Cập nhật
10/01/2024 10:01

Mô tả công việc

Main Duties & Responsibilities

• Responsible for responding to all reviews sent by guests and analysing the results and producing reports for the hotel team.

• Responsible for the Learning & Development of hotel teams in regards to Guest Experience. Managing all reviews and social media feedback from guests i.e. TripAdvisor Facebook, Instagram, Twitter etc.

Guest Experience

• Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas

• Makes recommendations to improve the Guest Experience and shares these with the management team

• Ensures that the Novotel Brand Standards are adhered to and conducts regular spot checks

• Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.

• Enhances the hotel's customer service and Guest Experience by incorporating examples of best practices

Learning and Development

• Conducts weekly and monthly training sessions in Novotel

• Contributes to the content of new training programs

• Schedules training sessions, organises information technology and other equipment

• Monitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary

Social Media/Reputation Management

• Monitors social media platforms e.g. Twitter, Facebook, Instagram

• Engages with the audience following the Novotel social media strategy

• Maintains the accuracy and consistency of data produced from all social media platforms

• Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Novotel Social Media strategy

• Grow the number of audience/followers on social media platforms

• Manages Trip Advisor ranking and reviews in order to move ranking upwards.

Quyền lợi được hưởng

- Monthly service charge

- Friendly & free accommodation and nutritious meals

- Hotel uniform

- Employee benefit card offering discounted rates in Accor Hotels

- Develop your talent through learning programs by Academy Accor

- Dynamic, professional working environment and a supportive team

- Opportunity to grow within your property and across the world

Yêu cầu công việc

Knowledge and Experience

- Diploma in Tourism / Hospitality Management

- Minimum 4 years of relevant experience in a similar capacity

- Excellent reading, writing and oral proficiency in English language

- Ability to speak other languages and basic understanding of local languages will be an advantage

- Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

- Strong leadership, interpersonal and training skills

- Good communication and customer contact skills

- Results and service oriented with an eye for details

- Ability to multi-task, work well in stressful & high-pressure situations

- A team player & builder

- A motivator & self-starter

- Well-presented and professionally groomed at all times

Yêu cầu hồ sơ

Interested candidates kindly apply on Hoteljob

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Sắp xếp đánh giá:

  • Quy mô:
  • Tổ 5, Ấp Đường Bào, Xã Dương Tơ, Huyện Phú Quốc, Tỉnh Kiên Giang, Việt Nam
  • https://www.novotelphuquoc.com/
  • The 5-star Novotel Phu Quoc Resort is situated on Truong Beach, one of the most beautiful beaches on Phu Quoc Island, yet conveniently only 10 minutes from the airport and 25 minutes from the bustling Duong Dong town. The luxury Novotel Phu Quoc Resort offers a fantastic range of facilities & amenities, superior service, and an accommodation style for all tastes ensuring a destination resort perfectly suited to vacationers, family gatherings, and incentive groups alike. Choose to stay in one of the Bungalows with or without private pool, set in the landscaped tropical gardens or opt for one of the luxurious accommodation in the main building, many enjoying stunning views over the pristine ocean. Viewing the spectacular sunset over the ocean is a must-see in Phu Quoc and there is no more perfect way to enjoy it than by relaxing by the infinity pool by our Ocean Bar whilst sipping a delicious cocktail and taking some amazing photos. The Lounge Bar is another great option for snacks and drinks. Furthermore, Food Exchange and Phu Quoc Seafood Restaurant are inviting you to delight your taste buds with a range of cuisine available. We know that if your kids are happy then Mum & Dad are happy too! So we make sure kids are well taken care of at Novotel Phu Quoc Resort. There is Kids club with movies, PlayStation plus an activity program & qualified staff to look after them. Guests seeking a rejuvenated experience are invited to our In Balance spa to enjoy a variety of relaxing massages and skin treatments in a tranquil environment. For those that want to stay in shape, there are well-equipped fitness center and also tennis court. The resort is perfect not only for your holiday but also for meetings and events by its state-of-the-art function rooms which accommodate up to hundreds people. For those couples who wish for a dream wedding, whether it is a stylish wedding in the ballroom, a barefoot wedding on the beach, or an awesome reception under the stars, we’re delighted to be a part of your event.

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