Melia Vinpearl Da Nang Riverfront [Guest Experience Supervisor]

2. Analyse the results of the customer satisfaction survey & online guest satisfaction scores and performance (ReviewPRO-GSS). Reply guest surveys according to the protocol of response.

3. Online reputation follow up on websites and OTAs (analysis of comments, to promote the comments by the customers and reply). Read and respond to all TripAdvisor reviews. Share feedback with the Hotel Management team.

4. To ensure the achievement of goals related with customers: gathering of email addresses and identification of customers.

5. To look after the enrolments and monitoring of MeliáRewards customers at the hotel and ensure the delivery of their benefits.

6. Inform hotel management team during MB of group’s arrivals, VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly.

7. Coordinate daily activities with hotel management team on a daily basis.

8. Greet VIP guests upon arrival and ensure escort to accommodations if appropriate.

9. Monitor all VIP’s special guests and requests assigning amenities to VIP clients (according to personal preferences) and welcome letters.

10. Keep in contact directly with the customers (Public Relations of the hotel, courtesy calls, present at the outlets, etc.).

11. To deal with all customer complaints (during and post stay) according to the standard procedure. Resolves guest problems quickly, efficiently, and courteously.

12. Updates guests profile information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.

13. Work closely with the Housekeeping Department & Front Office to improve guest services and foster cross departmental communication

14. Hold monthly Quality meetings keeping staff informed of all quality results, reinforcing Brand Standards and promoting a strong team atmosphere and brand service culture.

15. Prepare an action plan based on the results of the customer satisfaction, with hotel management team and General Manager.

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

17. Manage the customer requests and monitoring the Serviexpress/ Meliá Connect/ SOLutions/ /ME for YOU/Guest Service Line. Track the most common requests/complaints in order to prepare an action plan for service improvement.

18. Guarantee the best customer experience at Red Level/The Level/ME+/Royal Service (pre-arrival call, pre arrival email, guests’ preferences, etc.).

19. Report to Guest Experience Manager

2. Opportunity for working in professional environment

3. The 13th month salary

4. Insurance contribution as per law

5. Premium healthcare

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Please feel free to contact Ms Nhàn HR

- Email: Tin đã hết hạn

- Handphone: 0775 507 007