Guest Relation Manager

Responsible for the customer care department, accountable for consolidating customer information at Haian Beach Hotel & Spa, collecting customer data, and proposing insights and solutions to meet customer needs and maximize benefits for the hotel.

Gather complaints and inquiries from customer service staff. Handle frequent customer complaints according to the hotel's Standard Operating Procedures (SOP).

Compile customer satisfaction metrics (satisfaction levels, issues commonly encountered, complaints, etc.) and prepare reports for senior management.

Master various communication channels to ensure customers access hotel products and services optimally and understand policies related to these offerings.

b. Internal Tasks:

Monitor and execute giving gifts, offers, and appreciation tokens on important occasions for customers.

Consolidate suggestions, propose ideas for customer care processes, and present them to leadership levels to enhance customer service effectiveness.

Plan and conduct training and professional development for interns and customer service staff within the department.

c. Deployment, Support

Immediately report to the direct supervisor about issues beyond handling capabilities.

Support PR and advertising activities of the hotel when required.

Participate in advanced training sessions related to the department's operations.

Prepare reports as requested by superiors.

(Job details will be discussed further during the interview)

• Full Social Insurance contribution from the first month of employment
  
• Opportunity to work in a professional pre-opening environment
  
• Access to professional training programs aligned with 5-star standards under the Shilla Monogram system
  

Experience in team management.

• Kỹ năng xuất sắc về chăm sóc khách hàng và quan hệ công chúng.

Excellent skills In Customer Service and Public Relations.

• Kỹ năng lãnh đạo và tổ chức tốt.

Leadership and well organized.

• Kỹ năng vi tính: sử dụng tốt vi tính văn phòng.

Good using Microsoft office.

• Tiếng Anh: khả năng viết và giao tiếp tốt.

English: good writing and communication skills.

EDUCATION / CERTIFICATES / EXPERIENCE/ KINH NGHIỆM/HỌC VẤN-

- Kinh nghiệm làm việc: Có ít nhất 4 năm kinh nghiệm trong lĩnh vực nhà hàng khách sạn và ít nhất 1 năm trở lên ở vị trí tương đương

- Working experience: At least 4 years of experience in the field of hotel and restaurant and at least 1 year or more in a similar position

- Kiến thức: Có kiến thức tốt về các công việc trong bộ phận Tiền Sảnh đặc biệt là các sản phẩm ,dịch vụ hiện tại của bộ phận

- Knowledge: Having a good knowledge of the work in the Front Office Department, especially the current products and services of the department.

- Bằng cấp liên quan đến ngành dịch vụ.

- Degree related to the service industry.