[Melia Vinpearl Danang Riverfront] Giám sát Trải nghiệm Khách hàng / Guest Experience Supervisor

• Conducts shift briefings to ensure hotel activities and operational requirements are known

• Supervise customer satisfaction and hotel standard operations during assigned shift including:

o Maintenance of high standard working area

o Maintenance of information about local events

o Supervise the guest satisfaction and exceed the demands

o Supervise general hotel activities and make sure all under the hotel standard

o Assisting with serious complaints

• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.

• Supervise the correct use of the different customer experience management tools, as well as the Voice of the Customer results, ensuring compliance with the objectives set and supporting the supervision of improvement plans if necessary.

• Manage customer incidents, following the established protocols.

• Coordinate and supervise the optimal compliance of Hotel Sensory Architecture, in terms of lighting, decoration, aroma and background music, ensuring compliance in the different areas.

• Place material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department’s inventories.

• Monitor compliance with the Entertainment programme as applicable.

• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures

• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly

• Initiate action to correct a hazardous situation and notify supervisors of potential dangers

• Log security incidents and accidents in accordance with hotel requirements

• Supervise the Guest Service Line team (if applicable), ensuring they efficiently meet the standards and services established for the department to achieve ultimate customer satisfaction.

• Supervise the Guest Services / Concierge / Butler / Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.

• Support and participate in the development plans of core staff and trainees (if applicable).

• Be knowledgeable of the development plans and tools Front Office (Melia Home, Melia Listens, E-melia, Hmobiles, StayApp, Meliaswitch...).

• Monitor breakfast ambience, control assets building and public area to ensure all facilities in good quality and follow brand standard

• Be responsible for daily report, monthly report… and contribute to handle the KPIs control by GEX APAC

• Attractive salary and benefits package.
• Insurance: In addition to health insurance, social insurance, and unemployment insurance according to the Labor Law, employees are entitled to participate in the health insurance package under the Group regime.
• 13th month salary, and holidays.

- Good English

- Vietnamese - Excellent level, written & spoken

- English - Good level, written & spoken

- Spanish - knowledge is not a must but will help embody & communication of Company culture.

-2 years in the hospitality industry in a similar position in a 5 star, deluxe hotel