Guest Experience Manager

The Guest Experience Manager is responsible for ensuring a seamless, personalized, and consistently high-quality guest journey across all

touchpoints, with a primary focus on Front Office and Butler services, while also overseeing guest experience standards within F&B outlets.

1. Guest Experience Leadership (Core Focus)

• Oversee and elevate the end-to-end guest journey, from pre-arrival to post departure
• Ensure personalized service delivery aligned with the resort’s luxury positioning
• Monitor guest interactions and proactively address any service gaps
• Lead service recovery efforts to ensure guest satisfaction

2. Front Office & Butler Oversight

• Work closely with Front Office and Butler teams to ensure consistency, attention to detail, and alignment with guest experience standards
• Support the implementation and continuous improvement of service standards, SOPs, and guest interaction guidelines
• Participate in briefings and provide coaching input to enhance service delivery
• Ensure smooth coordination and communication between Rooms, F&B, and other operational departments
• Monitor service delivery and provide feedback to respective departmentheads to drive continuous improvement
• Ensure that Spa, excursions, and F&B offerings are proactively promoted, clearly communicated, and effectively upsold to enhance guest experience and revenue opportunities

• Monitor guest experience within all F&B outlets, ensuring service consistency and alignment with brand standards
• Conduct regular checks during service periods (breakfast, lunch, dinner, events)
• Work closely with F&B team to address service gaps and enhance guest satisfaction
• Ensure consistency between Rooms experience and F&B experience

• Conduct regular quality checks across Rooms and F&B guest touchpoints
• Monitor guest feedback and identify trends, gaps, and improvement opportunities
• Implement corrective actions and follow up on service enhancements
• Ensure consistency in service delivery across all departments

• Act as the champion of the TrustYou platform
• Monitor and analyze guest reviews across all channels
• Prepare regular reports on guest satisfaction, key trends, and improvement areas
• Respond to online reviews in a timely, professional, and brand-aligned manner

• Promote in-house activities, wellness experiences, and resort offerings
• Actively promote the destination and local experiences around Saigon River
• Identify opportunities to enhance guest stays through curated experiences
• Engage with guests directly to build relationships and gather feedback

• Ensure strong collaboration between Rooms, F&B, Engineering, and other departments.
• Align operational delivery with guest expectations and brand standards
• Support management in driving a culture of service excellence across the resort

• 100% salary and service charge during the probation period.
• Competitive salary based on qualifications and experience.
• Holiday and Tet bonuses in accordance with company policy.
• Full social, health, and unemployment insurance as required by law.
• Dynamic working environment with clear career development opportunities.

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or related field
• Minimum 3–5 years of experience in hospitality or customer service, preferably in a supervisory/managerial role
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Fluent in English (additional languages are a plus)
• Ability to work under pressure and handle challenging situations

• Apply directly via Hoteljob
• Contact 037 460 1477 (Ms Khuê)