Guest Experience Manager

A Guest Experience Manager at a resort is responsible for overseeing the front-of-house operations and ensuring an exceptional guest experience from arrival to departure. This role involves leading the guest services team, resolving guest issues, and maintaining high standards of service.

Guest Relations:

• Manage guest inquiries, requests, and complaints with professionalism and efficiency.

• Proactively engage with guests to gather feedback and anticipate their needs.

• Resolve guest issues and complaints to ensure a satisfactory outcome, escalating to senior management when necessary.

• Create a welcoming and personalized experience for all guests, particularly VIPs and repeat visitors.

Team Leadership and Management:

• Supervise, train, and mentor the guest services team, including front desk agents, concierges, and bell staff.

• Schedule and assign daily tasks to ensure adequate staffing and smooth operations.

• Conduct performance reviews and provide ongoing coaching to improve team performance.

• Foster a positive and collaborative work environment.

Operational Duties:

• Oversee daily front desk operations, including check-ins, check-outs, and reservations.

• Monitor guest satisfaction metrics and implement strategies to improve scores.

• Manage room inventory and coordinate with the housekeeping and maintenance departments to ensure rooms are ready for arrival.

• Handle cash and credit card transactions, ensuring accuracy and security.

Administrative Tasks:

• Prepare and analyze reports on guest feedback, occupancy rates, and departmental performance.

• Develop and implement standard operating procedures (SOPs) for guest services.

• Support Front Office Manager manage departmental budgets and control expenses.

• Ensure all team members are knowledgeable about resort amenities, services, and local attractions.

• Support Front Office Manager prepare statistical reports and analyze the operations of the Front Office Department.

• Effectively resolve customer problems by meeting customer requests. Ensure harmonious customer relationships and provide the best services to guests.

• Coordinate and maintain relationships and information throughout the department with other departments in the Resort to ensure smooth operations.

• Regularly check random rooms.

• Manage, train and develop employees in the department to ensure employees have enough working capacity and complete set targets.

• Guide personnel training and development, organize appropriate training sessions to ensure full working capacity is maintained.

• Always update the Resort's current products, events, and other Resort services to ensure that customers are always provided with enough and correct information.

• Ensure the data system is always managed and updated, customer information is fully saved (requests, preferences...), general information is accurately identified and recorded in the system.

• Coordinate with accounting department to receive support in terms of financial procedures and customer credit control

• Coordinate with sales department on guest booking records

• Work and coordinate closely with the vehicle team to ensure full and punctual pick-up and drop-off of guests

• Report accidents, injuries, unsafe working conditions and/or security issues to superiors.

• Creates 100% guest satisfaction by providing the Yes I Can! Experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.

• Attends any training programs as directed or requested.

• Perform other tasks requested by the General Manager.

• Career path and working environment with the professional international Radisson group
• Receive 100% salary and 50% service fee during the probationary period
• Attractive service fee
• Gasoline support
• Accommodation support for employees living far away
• Shuttle bus for employees in Nha Trang

• Graduation from a university with a major in Hotel Management, Business Administration, or a related field is an advantage.

• Have a degree or certificate related to the profession.

• Minimum of 3-5 years of experience in a guest-facing role, with at least 2 years in a supervisory or management position, preferably in a 4-5 star hotel or resort environment.

• Being perfect in leadership, proactive and an extrovert.

• Being fluent in English; being able to using other language.

• Being proficient in office informatics, hotel management software.

• Mastering in hospitality activities.

• Being good at managing.

• Having high team spirit.

• Having ability to orient guests, spirit of service.

• Being able to work independently under high pressure.

• A passion for delivering outstanding customer service.

• Being creative and innovative.

• Having good presentation skill.

• Arranging work and coordinating with colleagues well.

Send CV via email