Director of Guest Services - Giám đốc Tiền sảnh

• Ensure exceptional guest service standards are consistently delivered across all guest contact areas.

• Handle VIP guests, special requests, and guest complaints with professionalism and efficiency.

• Monitor guest feedback through online platforms and internal surveys to improve service quality.

• Develop personalized guest experiences to enhance guest satisfaction and loyalty.

2. Operational Management

• Oversee daily operations of Front Office, Concierge, Bell Desk, Guest Relations, and Transportation services.

• Ensure smooth coordination between guest service departments and other hotel departments.

• Implement service procedures and ensure compliance with brand standards and hotel policies.

3. Team Leadership

• Lead, train, and develop the Guest Services team to maintain a professional and service-oriented culture.

• Conduct performance evaluations and provide coaching to improve team performance.

• Ensure adequate staffing levels and effective scheduling.

4. Quality & Service Standards

• Maintain luxury hospitality standards consistent with 4–5 star hotel operations.

• Conduct regular service audits and implement improvement plans when necessary.

• Ensure service recovery procedures are effectively applied.

5. Revenue & Business Performance

• Support revenue optimization through upselling and cross-selling opportunities.

• Monitor departmental budgets, expenses, and operational efficiency.

• Collaborate with Sales, Marketing, and Revenue teams to enhance guest experience initiatives.

• Competitive salary package.

• Service charge and performance bonus.

• Professional development opportunities.

• Other benefits according to company policies.

• Minimum 5–8 years of experience in Front Office or Guest Services in 4–5 star hotels or luxury resorts, with at least 3 years in a leadership role.

• Strong leadership, communication, and problem-solving skills.

• Excellent guest service mindset with strong attention to detail.

• Fluent in English (additional languages are an advantage).

• Strong knowledge of hotel PMS systems and guest service standards.

Nhận hồ sơ và phỏng vấn trực tiếp: THE PEARL HOI AN

ĐC: Biển An Bàng, Hội An Tây, Đà Nẵng

ĐT: +84 935 972 537