Guest Experience Manager

Financial returns:

• Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

• Participate in the preparation of the Resort’s Strategic Plans, budget’s meeting, P&L meeting

• Establishes and interprets key performance indicators to manage the department, consistently takes into accounts financial implications of business decisions and recommendations

• Educate, train and motivate the teams to achieve department and hotel revenue goals. Ensure staff has the information, data’s, tools and equipment to successfully carry out job duties

• Be responsible for your department P&L.

• Liaise with line Manager and Director of Finance & Business Support to help control hotel costs by managing the schedule according to occupancy and guest demands.

• Liaise with line Manager and Director of Finance & Business Support to contribute to hotel revenues – for example: through tour and transportation bookings & upselling.

• At every possible opportunity promote the hotel’s other businesses such as Food and Beverage and Spas, with recommendations and In the know details to entice a visit.

• Works with Superior and Director of Finance in the preparation and management of the Department’s budget.

• Compile, analyse and control guest relations’ costs

People:

• Perform/ behave as per IHG Winning Ways and IHG leadership competencies

• Become familiar with the InterContinental Phu Quoc Long Beach Resort employee handbook and Collective Labor Agreement (KKB), follow the rules of the agreement

• Manage day-to-day activities, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance, and recognise good performance

• Works with Human Resources on manpower planning, performance management and talent management

• Lead by example; promote teamwork and quality service through daily communication and coordination with key department heads.

• Liaise with line Manager to manage day-to-day staffing requirements, plan and assign work, and work with their team to establish performance and development goals. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.

• Be able to educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.

• Be able to ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.

• Be able to ensure all team members are properly trained in areas such as: service delivery, hotel facilities and services, local directions, etc. and have the tools and equipment needed to effectively carry out their job functions.

• Supervise and direct Concierge operation, Driver operation and staffs

• Ensures that all concierge and driver staffs are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently

• Works with Superior and Human Resources on manpower planning and management needs

• Prepares efficient work schedule for Concierge, Drivers, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

Guest experience:

• Perform Brand’s Services behaviours in daily operation basic towards the guests

• Drivering to deliver Luxury Experiences to guests, to achieve Heartbeat target

• Develop and update department SOPs (standard Operation Procedure), JD (Job description) and implement it to enhance the guest experience.

• Ensure team members provide guests with prompt service, professional attention and personal recognition.

• Responsible for sorting and distributing guests and administrative mail and returning mail to the sender for forwarding mail

• Handle problems associated with guests and liaise with department heads or executive management in the absence of the direct manager.

• Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests

• Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communication and smooth operation

• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

• Greet VIP guests personally

• Prepare IHG Reward Club and regular guest welcome letters

• Solicitation of IHG Reward Club applications

• Pay attention to special requests by guests

• Develop and implement guest telephone contact systems

• Handle guest complaints and refer them as necessary, follow- up on corrective action

• Schedule and attend regular IHG Reward Club training courses and VIP guest cocktail parties and social engagement in an effort to further improvement on service delivery

• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

• Prepare requisitions for amenities on a timely basis

• Be prepared to recommend first and foremost the hotel’s own Food and Beverage outlets before any other, making himself totally familiar with the operating times and each outlets benefits

Responsible business:

• Be responsible in keeping our property safe and secure

• Be responsible in protecting the environment such as the trees, the sea, and the special species

• Understand and ensure your staff understanding IHG Brand Standard related to your department

• Recommended changes to these standards.

• Be fully aware and ensure the team is aware of credit policies and IHG accounting practices.

• Be fully aware of the quality of product and ensure insight into the ethical behaviour of all vendors and service providers recommended to guests.

• Demonstrate guest discretion, ethical behaviour, privacy and confidentiality in the conduct of day to day business.

• Responsible for the maintenance of the hotel information directory (function board) and ensures that the information shown in current and accurate at all times

• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.

• Perform any other duties which may be assigned by the management from time to time.

Occupational Health and Safety Responsibilities

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.

• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.

• Be familiar with property, first aid and fire and emergency procedures and operate equipment safely and sensibly.

• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

• Log security incidents and accidents in accordance with resort requirement

• Oversee maintenance of repeated guest history system

• May assist with other duties as assigned by management

• Competitive salary

• Service charge

• Social Insurance as law

• Bao Viet Health insurance for personal and family

• 24/7 Accident Insurance

• Rest & Relaxation Allowance per 3 months

• Relocation assistance

• Repatriation allowance

• Home Leave allowance

• Housing, uniform, meal and transportation are provided by the resort

• Communication skills (in both English and Vietnamese) are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the resort, the brand and the Company.

• Good writing skills

• Proficient in the use of Microsoft Office and Front Office System

• Problem solving and organizational abilities

Certificate related applied position

Hotline: 0919 065 846