Guest Experience Manager

• Guest Satisfaction & Service Excellence

Act as the main point of contact for VIP guests and handle special requests.

Monitor guest feedback (online reviews, surveys, in-house comments) and implement improvements.

Resolve complaints promptly and professionally to maintain high satisfaction scores.

• Operational Oversight

Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless service.

Supports guest relations team and train staff on hospitality standards.

Ensure compliance with brand standards and service protocols.

• Personalized Experiences

Design and implement guest experience programs (welcome amenities, special events).

Maintain guest profiles for repeat visitors to deliver personalized service.

• Data & Reporting

Analyze guest satisfaction metrics and prepare reports for management.

Track trends and suggest strategies to improve overall guest experience.

• Brand Representation

Uphold the hotel’s image and reputation through exceptional service.

Engage with guests on social media or review platforms when appropriate.

• Skills & Qualifications

Strong communication and interpersonal skills.

Problem-solving and conflict resolution abilities.

Knowledge of hotel operations and PMS systems.

Leadership and team management experience.

Fluency in multiple languages is a plus.

• KPIs (Key Performance Indicators)

Guest satisfaction scores (e.g., NPS, TripAdvisor ratings)

Complaint resolution time

Repeat guest ratio

Online review sentiment

The position is available from February 2026.

• 2-month probation period with 100% salary and full-service charge
• 5 working days per week as regulated
• 2 days off per week
• Social Insurance participation upon signing the official Labor Contract
• Uniform and meal during shift provided by the Hotel
• Complimentary parking for motorbikes and cars
• Employee preferential rates when using hotel services
• Creative and friendly work environment
• Domestic and international training courses
• 12 days annual leaves
• Periodic health checks

• Degree in Tourism & Hospitality Management
• Minimum 3 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
• High degree of professionalism with sound human resources management and business acumen capabilities

HR Department Contact:

0839 961 434 (Ms. Nguyệt)

0962 528 736 (Ms. Helen)