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Guest Experience Manager

  • Hạn nộp: 29/09/2026
  • Mức lương: Thỏa thuận
Nộp hồ sơ ứng tuyển

Thông tin cơ bản

Số lượng
1
Nơi làm việc
Quận 1 - TP HCM
Giờ làm việc
Giờ hành chính
Loại hình
Khách sạn/ Khu căn hộ Resort/ Khu Du lịch Nhà hàng/ Bar/ Pub
Ngành nghề
Tiền sảnh
Vị trí
Trưởng ca/ Giám sát
Cập nhật
15/09/2026 15:48

Mô tả công việc

ROLE SUMMARY: The Guest Experience Manager is responsible for overseeing the entire guest journey -from pre-arrival to post-stay - to ensure consistent service standards across all touchpoints. This role focuses on managing feedback and online reputation, designing personalized guest experiences, and fostering a service-oriented culture through staff training and cross-departmental collaboration.

KEY RESPONSIBILITIES

1. Guest Experience Management

  • Oversee the full guest journey (pre-arrival, in-house, post-stay).
  • Ensure service standards are consistently implemented across all touchpoints.
  • Proactively identify and resolve issues impacting guest experience.

2. Feedback & Reputation Management

  • Monitor and analyze guest reviews on OTA platforms (Booking, Agoda, Google, TripAdvisor, etc.).
  • Handle negative feedback and sensitive cases directly.
  • Provide actionable insights and improvement plans based on guest feedback.

3. Personalization & Service Excellence

  • Design and implement personalized guest experience programs (VIPs, returning guests, long-stay guests).
  • Coordinate with departments to deliver memorable moments (room setup, amenities, surprises).
  • Leverage guest data to enhance experience and drive upselling opportunities.

4. Training & Team Development

  • Train staff on service standards, guest engagement, and problem-solving skills.
  • Ensure Front Office, Bell team, and F&B team align with guest experience strategies.
  • Foster a strong guest-centric service culture across departments.

5. Cross-functional Coordination

  • Act as a key liaison between Front Office, Housekeeping, Engineering, and F&B team.
  • Ensure all guest requests are handled efficiently and promptly.
  • Identify recurring issues and work with relevant departments on long-term solutions.

6. Performance Monitoring & Reporting

  • Track key metrics: Guest Satisfaction Score, Review Score, NPS, complaint ratio.
  • Prepare regular reports with insights and improvement actions.
  • Set and monitor KPIs related to guest experience performance.

Quyền lợi được hưởng

  • Lương thỏa thuận.
  • Thưởng lễ tết, Sinh nhật.
  • Tham gia BHXH, BHYT theo quy định
  • Du lịch hằng năm, YEP.

Yêu cầu công việc

  • Minimum 2–3 years of experience in a similar role or as Front Office Supervisor/Manager.
  • Strong understanding of hotel operations, especially Front Office.
  • Excellent problem-solving and complaint-handling skills.
  • Strong service mindset with attention to detail and personalization.
  • Good command of English (additional languages are a plus).
  • Ability to analyze data and translate insights into actions.

Yêu cầu hồ sơ

YÊU CẦU HỒ SƠ

  • Ứng viên vui lòng gửi hồ sơ ứng tuyển (CV) qua email: recruitment kinh*******
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ĐÁNH GIÁ

5.0

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5 ĐÁNH GIÁ

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  • Quy mô: 500 - 999
  • 11A Thi Sách, Phường Sài Gòn, TP Hồ Chí Minh

  • Thoughtful Our brand speaks with care and consideration. We understand that every guest has unique needs and expectations. We aim to anticipate these needs, and provide thoughtful solutions and recommendations throughout our communications. Kinship We believe in fostering a sense of connection and belonging. Our brand's tone of voice should reflect warmth, friendliness, and a genuine desire to build relationships with our guests. We aim to create an environment where everyone feels like part of our extended family. Playful We embrace a playful spirit that adds joy and spontaneity to our guests' experiences. Our tone should be light-hearted, infused with humor and positivity, while maintaining professionalism and respect for individual preferences. Explorative We encourage curiosity and a thirst for exploration. Our communication should inspire and excite, inviting guests to venture into new experiences. Bold We embrace a spirit of innovation, pushing boundaries, and thinking outside the box. We strive to be forward-thinking and assertive in our communications, while remaining respectful and inclusive. Trendy We aspire to be at the forefront of style and trends. Our communication style should be contemporary, reflecting a modern aesthetic that appeals to our target audience. WELCOME TO OUR TEAM-KIN HOTEL

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