Customer Experience Manager

Conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

Ensure and provide upscale, professional and high class guest service experiences.

Work closely with F&B Team to drive food and beverage experience at the Food & Beverage Lounge, service standards and new concepts to deliver unique experience ahead of the competition.

Prepare welcome cards with General Manager’s Signature for VIPs and ensure them receive special attention.

Handle guest complaints and refer them as necessary, follows up on corrective action.

Respect and handle promptly to guests’ requirements and inquiries.

Oversee and coordinate all arrivals and departures of special guests.

Coordinate and manage communication between guests and employees as well as follow up to ensure guest satisfy.

Promote all amenities, conveniences and programs offered.

Direct, coach and manage GEM team to ensure all standards and operating procedures are running smooth.

Examine activities logbook, assign tasks appropriately and implement control schedule daily

Perform as “Manager on Duty” when assigned.

Seek out opportunities to create outstanding and unique guest experiences

Work with departmental managers to ensure processes are executed by employees who interact with our guests.

Oversee and implement Hotel Guest Experience initiatives and ideas, looking for new and innovative ways to provide heart touching service.

Maximize guest satisfaction by providing the hotel experience through performance that demonstrates the standards of and exceeding guest expectations.

Maintain and displays in-depth local knowledge, promote sales and ensure that all employees are provided with the necessary information to perform their job effectively.

Oversee VIP guests, arrivals and departures and welcome guests with personal service.

Liaise and build relationships with guests, using hotel loyalty management system to track their preferences.

Maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

Ensure that the Guest Experience employees work in a supportive and flexible manner with other departments

Ensure that all guest details are recorded correctly in accordance with the hotel data record procedure.

1. Lương cạnh tranh

2. Được tham gia BHXH theo quy định của khách sạn

3. Hỗ trợ 1 bữa ăn trong ca + khu vực để xe miễn phí

4. Được cấp phát đồng phục

5. Làm việc trong môi trường chuyên nghiệp, có cơ hội thăng tiến

6. Các chế độ thưởng khác được trao đổi trong quá trình phỏng vấn (sinh nhật, ma chay hiếu hỉ,...)

7. Được thưởng lương Tháng 13, Phép năm