Guest Experience Manager

Mô tả công việc

Địa điểm làm việc: Thành Phố Nha Trang, Khánh Hòa

Mô tả công việc

Job Summary

Responsible for supporting the Front Office Manager in overseeing the daily operations of the Front Office, including Front Desk, Guest Services, Bell/Door Services, and Switchboard. Ensures smooth guest arrival and departure experiences, maintains service excellence, drives team performance, and contributes to achieving operational and financial objectives.

Key Responsibilities

Assist in managing the day-to-day operations of all Front Office functions, ensuring service standards, operational efficiency, and guest satisfaction goals are consistently achieved.

Supervise Front Desk, Guest Services, Bell/Door Staff, and related teams to ensure seamless check-in, check-out, and guest assistance processes.

Handle guest concerns, complaints, service recovery situations, and operational challenges in a professional and timely manner.

Support staffing management by monitoring workforce requirements, scheduling needs, and service levels to meet operational demands and financial objectives.

Communicate departmental goals, priorities, and performance expectations while promoting employee engagement and accountability.

Understand departmental financial objectives and contribute to achieving revenue, productivity, and cost-management targets.

Lead by example through strong communication, professionalism, integrity, and customer-focused decision making.

Foster a positive work environment built on teamwork, trust, collaboration, and mutual respect.

Supervise Front Office operations in the absence of the Front Office Manager and ensure continuity of service delivery.

Monitor employee performance, provide coaching and feedback, and support team development initiatives.

Ensure exceptional guest service by anticipating guest needs, addressing concerns proactively, and promoting personalized service experiences.

Gather guest feedback, analyze service performance, and implement continuous improvement initiatives to enhance guest satisfaction.

Support the implementation of guest recognition programs, customer service standards, and brand service initiatives.

Ensure compliance with company policies, operational procedures, credit policies, and Front Office standards.

Supervise room-selling practices, occupancy management activities, and revenue optimization efforts.

Support recruitment, onboarding, training, coaching, and employee development processes.

Participate in disciplinary procedures, employee engagement initiatives, and retention efforts.

Prepare and communicate operational updates, reports, and relevant information to management and team members.

Perform Front Desk and shift leadership duties as required to support operational needs.

Yêu cầu

High School Diploma or equivalent with at least 2 years of experience in Front Desk, Guest Services, or related hospitality operations.

OR

Associate Degree in Hospitality Management, Hotel & Restaurant Management, Business Administration, or a related field with no prior work experience required.

Quyền lợi

Days off/week: 2 days

Competitive package| 13th salary month

Full salary & service charge, social insurance during probation (following the labour laws)

Medical Insurance Plan upon the hotel policy: Social insurance, health insurance and unemployment insurance

National and international training courses

Opportunity to develop career