Assistant Manager, Guest Service Centre

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Assist Manager, Guest Service Centre in overseeing the daily operations of the Guest Service Centre, ensuring exceptional guest service and operational efficiency.
• Act on behalf of the Manager, Guest Service Centre in her absence and ensure smooth departmental operations.
• Monitor service standards, response times, call handling performance, and guest satisfaction levels to drive continuous service improvement.
• Oversee the professional handling of all incoming and outgoing calls, messages, wake-up calls, and related communication services.
• Ensure guest inquiries, requests, and complaints are resolved promptly, professionally, and effectively.
• Supervise, coach, and support team members to achieve departmental goals and maintain high service standards.
• Assist with staff scheduling, training, performance management, and team development initiatives.
• Analyze operational performance, guest feedback, and key performance indicators (KPIs) to identify improvement opportunities.
• Ensure accurate records and effective communication within the department and with other hotel teams.
• Ensure compliance with hotel policies, procedures, and service standards.
• Assist in training, scheduling, and performance management of team members.
• Support recruitment, onboarding, and development initiatives to strengthen team capability and succession readiness.
• Review guest feedback, service trends, and operational challenges to identify improvement opportunities.
• Collaborate with other departments to enhance operational effectiveness and deliver an outstanding guest experience.

• Accommodation: Hoiana Village
• Working transportation to Da Nang and Hoi An
• Competitive salaries, additional medical insurance and others
• Attractive Hoiana employee in-house rates
• Intensive career development
• Attractive Hoiana employee in-house rates

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum 5 years of experience in Front Office, Guest Services, Guest Service Centre, or related hotel operations, including at least 3 years in a supervisory role.
• Strong knowledge of Guest Service Centre operations, call handling procedures, and luxury hospitality service standards.
• Proficient in PABX systems, Microsoft Office applications, and hotel property management systems.
• Strong leadership, communication, problem-solving, and team management skills.
• Excellent command of spoken and written English; proficiency in additional foreign languages is an advantage.
• Ability to work under pressure in a fast-paced hospitality environment while maintaining high service standards.