Guest Experience Executive

• Coordinate with relevant departments to organize activities and programs, particularly during holidays and special occasions, to enhance the overall guest experience.

• Monitor, manage, evaluate, and respond to customer reviews across online and offline platforms; analyze feedback and propose appropriate solutions to improve guest satisfaction.

• Develop and implement initiatives to improve the hotel’s ratings and reputation across various review and booking platforms.

• Respond to guest messages and emails, accurately record special requests in the system, and coordinate with relevant departments to ensure timely fulfillment.

• Maintain effective communication and collaboration with other hotel departments, including Housekeeping, Food & Beverage, and Concierge, to efficiently handle and fulfill guest requests.

• Handle guest complaints and concerns professionally and efficiently, escalating issues to management when necessary.

• Propose and implement new ideas for programs, services, and products that enhance the guest experience and increase customer satisfaction.

• Conduct post-stay follow-ups to collect guest feedback, assess satisfaction, and identify opportunities for improvement.

• Follow up on negative reviews, gather additional customer feedback, and provide appropriate service recovery benefits or solutions to encourage repeat visits.

• Develop decoration concepts and ideas for major holidays and special occasions based on guest requests and allocated budgets.

• Provide personalized attention and special arrangements for guests celebrating important occasions, such as honeymoons, birthdays, anniversaries, and other special events.

• Prepare and arrange welcome letters and personalized amenities for VIP guests and VIP rooms.

• Manage and maintain the hotel’s online presence and digital platforms, including Facebook and the official website, ensuring that images and information related to products, services, promotions, and seasonal programs are accurate and up to date.

• Perform other duties and responsibilities as assigned by the direct manager.

Quyền Lợi:

• 100% lương và phí dịch vụ trong thời gian thử việc
• Nghỉ 2 ngày/tuần
• Bảo hiểm tai nạn 24/7
• Bữa ăn ca & xe đưa đón
• Nhà ở cho nhân viên ngoại tỉnh
• Cơ hội đào tạo và phát triển trong môi trường chuyên nghiệp

• Có kinh nghiệm làm việc trong lĩnh vực F&B là một lợi thế.
• Khả năng giao tiếp tốt, thái độ thân thiện và chuyên nghiệp.
• Kỹ năng giải quyết vấn đề và xử lý tình huống linh hoạt, hiệu quả.
• Khả năng làm việc độc lập cũng như phối hợp tốt trong môi trường nhóm.
• Tinh thần trách nhiệm cao.

Hotline to apply CV: +84 (0) 077-******* (Zalo)