BLUE Guide

A BLUE Guide is responsible in particular for active guest relation management. As Brand Ambassador and main key-contact for guests, provide a comprehensive information on the brand, the hotel and the surrounding area, as well as helps in fulfilling guest wishes, answering questions and resolving issues. It is particularly important that the BLUE Guides circulates where guest are - so that they are on hand when needed. As a kind of "barometer of customer satisfaction" the BLUE Guides collect guest feedback regularly so that the team and the hotel can constantly work on improvements and uplevel the guest service provided.

Key Responsibilities:

1. Guest service host: active guest service by offering an individual holiday experience:

• Guest welcome and farewell: Active support during check-in, check-out and presence at peak times.
• TUI Welcome: Short presentation of the BLUE Guide role in consultation with the BLUE Guide Rep.
• Restaurant doors: By restaurant opening, friendly welcoming the guests; presence at peak times.
• Organization and fulfillment of special guest wishes or important occasions. Welcome back letters to repeaters, birthdays, wedding anniversaries etc.
• Constant collection of feedback to guest's satisfaction. Identify dissatisfied guests and possible areas of improvement and share feedback with the TUI BLUE Experience Manager.
• Successful complaint management in consultation with the Manager, professional and efficient service recovery by turning any negative experiences to positive.

2. Brand Ambassador

• TUI BLUE Brand representation. Explain the brand's USPs and BLUE Guide role within the hotel operations.
• Organize and execute hotel tours for guests and day visitors (Explore TUI BLUE - Hotel tour). Give comprehensive and professional insight into the TUI BLUE brand and the hotel operations.
• Support hotel visits of TUI info groups. Organize all the visit details and execute the hotel tour.
• Cross-marketing for other TUI BLUE hotels. Share information about other TUI BLUE Hotels in the region and worldwide.
• Motivate guests to review the hotel on the review platforms and TUI CSQs (TUI Customer Service Questionnaire). Active non-intrusive encouragement to fill out the surveys.

3. Local expert

• Share local expertise. Give recommendations for what to do in the hotel and in the region, promote tours and excursions by referring the guests to the BLUE Guide Rep.
• Local hotel activities. Participate or coordinate local hotel activities according to the instruction given by the TUI BLUE Experience Manager.

4. Digital assistant

• Support with the usage of the BLUE App, be a helping hand when needed; assist guests with App bookings.
• Regular BLUE App checks. Good communication and support with the BLUE Guide Digital Guest Experience to ensure the content is always up-to-date.

5. Courtesy call

• The courtesy calls also give the opportunity to identify and solve issues right on spot before a guest leaves the hotel and raises his or her complaints after returning home. Furthermore, an unexpected courtesy call is one of the most powerful ways to build customer relations and loyalty

6. BLUE Guide Digital Guest Experience

The BLUE Guide Digital Guest Experience reports directly to the TUI BLUE Experience Manager. Apart from the general BLUE Guide tasks, this role has further responsibilities:

• Support service charge allowance during pre-opening
• Competitive salary & management benefits
• 2 days off per week
• Full salary during probation
• Insurance & housing/transport allowance (if applicable)
• Annual leave & performance bonus
• Career growth within the brand
• Social Insurance on full salary

Qualifications & Requirements:

• Degree or diploma in Hospitality Management, Tourism, or a related field preferred.
• Minimum 1–2 years of experience in guest relations, front office, or customer service within a 4–5-star hotel or resort environment.
• Good command of English; additional languages are an advantage.
• Strong analytical, organizational, and communication skills.

For interested applicant, please send your potential CV with subject: " Position - Full name " to hoteljob.vn