Guest Experience Manager - Beach Club

REPORTS TO: Food and Beverage Director

On board from 15 Feb 2024

KEY RESPONSIBILITIES

Job Summary

The ideal candidate will be responsible for overseeing a team of guest relations and reservations staff and working closely with other departments to ensure guest satisfaction and loyalty. This is a dynamic role that requires the ability to multitask, problem-solving, and maintain a positive attitude in a fast-paced environment.

Essential Duties and Responsibilities (Key Activities)

Administration

• Assists to ensure that the food and beverage and guest relation activities are aligned with the respective corporate strategy and that the hotel actions have been implemented where appropriate.

.

• Conducts and attends regular divisional communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.

Customer Service

• Ensures and delivers the brand promise and always provides exceptional guest service.

• Lead and supervises the guest relations team to provide excellent service, ensuring guests feel welcomed, valued, and cared for throughout their visit.

• Monitor guest feedback and proactively address any issues or concerns to ensure high levels of guest satisfaction and repeat business.

• Build and maintain strong relationships with guests, anticipating their needs and preferences to create personalized experiences, promote loyalty and exceed their expectations.

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Maintains positive guest and colleague interactions with good working relationships.

• Personally and frequently verifies that guests in the outlets are receiving the best possible service.

• Handle VIP guest arrivals, personalized amenities, and ensure their unique requirements and preferences are met throughout their visit.

• Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction surveys and customer audits.

Financial

• Maximizes employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• Achieves the monthly and annual personal target and the outlet’s revenue.

Marketing

• Contributes to building the yearly Food & Beverage marketing plan.

• Evaluates local, national and international market trends to make sure that the Beach Club guest relation operations remain updated and cutting edge.

• Continuously seeks Marketing and Public Relations opportunities to increase awareness and ultimately business.

Operational

• Ensures that minimum brand standards have been implemented.

• Ensures that all touches of NOX Beach Club are implemented.

• Responds to the results of the consumer audit and ensure that the relevant changes are implemented.

• Works closely with other outlet managers in a supportive and flexible manner, focusing on the overall success of the beach club and the satisfaction of hotel guests.

• Ensures that guest relations employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

• Assists the DOFB and Outlet Managers with creative suggestions and ideas.

• Have a thorough knowledge and understanding of all food and beverage items on the menu and the ability to recommend food and beverage combinations and upsell alternatives to individual guests and groups.

Personnel

• Assists in the recruitment and selection of all guest relation employees. Adheres to hotel guidelines when recruiting and uses a competency-based approach to selecting employees.

• Maximizes the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

• Conducts half yearly and annual Performance Development Discussions with employees and supports them in their professional development goals.

• Plans and implements effective training programs for employees in coordination with the Training Manager and Departmental Trainers.

• Oversees the preparation and posting of weekly work schedules, making sure that they reflect business needs and other key performance indicators.

• Encourages employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

.

• Provides feedback on the results of the Employee Engagement Survey and ensures relevant changes are implemented.

Other standard responsibilities

• Complies with company policies.

• Works within all pre-set budgetary limits.

• Takes on other tasks in addition to the ones stated, in a reasonable framework.

• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Models the company’s culture, vision, mission and core values at all times.

• Exercises responsible management and behavior at all times and positively represents the hotel management team and Rosewood International.

• Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.

• Ensures high standards of personal presentation and grooming.

• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.

• Attends training sessions and meetings as and when required.

• Carries out any other reasonable duties and responsibilities as assigned.

• Career Opportunities
• Training & Development
• Accommodation - Hoiana Staff Village
• Employee shuttle bus service
• Uniform

• Diploma or Degree in Food and Beverage, Hospitality Management or equivalent is an advantage.

Experience & Other Requirements

• Minimum 2 years’ experience in a similar capacity.

• People and customer-oriented, motivator and self-starter.

• Excellent verbal and written communication skills in English. Proficiency in other languages is a plus.

• Proven ability to lead and motivate a team to deliver exceptional service.

• Strong leadership and supervisory skills are essential

• A genuine passion for providing outstanding customer service, memorable hospitality and a commitment to exceeding guest expectations.

• Have an outgoing personality and be able to build a strong rapport with customers and the team.

• Ability to prioritize tasks, manage time effectively, and work efficiently under pressure.

• Strong problem-solving abilities with a proactive and solution-oriented mindset.

• Exceptional interpersonal skills to interact effectively with guests, team members, and stakeholders from diverse backgrounds.

• Willingness to work in shifts, including weekends, holidays, and evenings as required by the operational needs of the venue.

• A great work ethic and thinking outside the box.

• Access to influential and promotional contacts in Hoi An/Danang and abroad would be a plus.