Guest Service Manager

- Manage the day-to-day operations of the hotel, including overseeing the Guest Service Team and Housekeeping Team.

- Plan and assign work to the hotel staff accurately, ensuring there is enough staff to provide exceptional service to guests.

- Ensure that all bookings are in order and that prices are within allowed levels.

- Maintain cash balances and handle funds correctly at all times.

- Work closely with the Sales departments to maximize room capacity and achieve the highest revenue and best customer service.

Guest Service Excellence

- Handle guest complaints and requests quickly, professionally, and efficiently, while showing enthusiasm and offering problem-solving solutions in line with the hotel's interests.

- Reply to messages and emails from guests and instruct staff to handle any situations that may arise while serving guests.

- Ensure that all staff members are knowledgeable about hotel products, current promotions, policy changes, and appropriate communication to best serve guests.-

Staff Development and Facilities Management

- Train and coach staff on SOPs, hotel rules, and regulations.

- Evaluate the performance of staff and suggest commendations or remedial and disciplinary action when necessary.

- Be responsible for the hotel's facilities and ensure that all facilities are up to standard to serve the guests.

- Manage and control the hotel inventory check and ensure that the orders and equipment are in order.

- Two-month probation period with full salary

- Two days off per week

- Social Insurance contributions based on actual salary

- Seniority bonus policy

- Suncare health insurance

- Employee recognition policy for contributions and performance

- Annual bonuses, gifts, and appreciation programs for holidays and Tet (Lunar New Year)

• Bachelor Degree or Diploma in Hotel Management or related field

• Minimum of 3 year-experience in a similar role, strong knowledge in Front Desk Operations prefer at 5-star hotel

• Good command of English; additional languages are an advantage.

• Strong leadership, customer service, and problem-solving abilities.

• Proficient in hotel management systems (Opera, Smile, or equivalent).

• Professional appearance, high sense of responsibility, and teamwork spirit.