[Melia Vinpearl Phu Quoc] GUEST EXPERIENCE MANAGER / QUẢN LÝ TRẢI NGHIỆM KHÁCH HÀNG

• Ensure product, service and Brand standards are implemented and maintained.
• Analyse Mystery Guest and ReviewPRO results and develop action plans with HODs and GM.
• Support recruitment, onboarding, training, performance management and employee engagement.
• Implement and monitor Service Culture, SOPs and Brand standards.
• Manage the hotel’s online reputation, customer feedback and OTA reviews.
• Maintain direct customer engagement and handle guest complaints.
• Drive upselling and initiatives to increase additional revenue.
• Ensure Customer 360 and MeliaRewards objectives are achieved.
• Manage VIP amenities, room inspections and event room setups.
• Monitor and manage guest requests through relevant service platforms.
• Ensure the guest experience at The Level/Red Level/ME+/Royal Service meets Brand standards.
• Manage internal and external communication plans.
• Promote sustainability, social contribution and employee recognition initiatives.
• Support General Management with Manager on Duty and special/pilot projects.
• Supervise activities and entertainment operations, where applicable.

• Competitive salary
• Participating in social insurance, health insurance at the contracted salary
• 13th month salary bonus according to the company's policy
• Participate in periodic team bonding activities
• To develop career in a dynamic and professional international working environment

• Bachelor’s degree, preferably in Hospitality, Tourism or related fields.
• Excellent local language and advanced English communication skills.
• Minimum 2 years’ experience in a similar role within a 4–5 star hotel or comparable environment.
• Strong knowledge of hotel operations, guest experience and customer service.
• Good communication, interpersonal and problem-solving skills.
• Strong customer-oriented mindset with attention to detail.
• Experience in guest complaints handling, service quality and online reputation management is an advantage.
• Good leadership, coordination and team-working skills.

- Mr Dinh: 0347****** (zalo)

- Email: Dinh.tran1[At]Meli*****