Guest Experience Manager

Mô tả công việc

Địa điểm làm việc: Huyện Thuận An, Bình Dương

Mô tả công việc

The Guest Experience Manager is responsible for ensuring a seamless, personalized, and consistently high-quality guest journey across all

touchpoints, with a primary focus on Front Office and Butler services, while also overseeing guest experience standards within F&B outlets.

• Guest Experience Leadership (Core Focus)

Oversee and elevate the end-to-end guest journey, from pre-arrival to post departure

Ensure personalized service delivery aligned with the resort’s luxury positioning

Monitor guest interactions and proactively address any service gaps

Lead service recovery efforts to ensure guest satisfaction

• Front Office & Butler Oversight

Work closely with Front Office and Butler teams to ensure consistency, attention to detail, and alignment with guest experience standards

Support the implementation and continuous improvement of service standards, SOPs, and guest interaction guidelines

Participate in briefings and provide coaching input to enhance service delivery

Ensure smooth coordination and communication between Rooms, F&B, and other operational departments

Monitor service delivery and provide feedback to respective departmentheads to drive continuous improvement

Ensure that Spa, excursions, and F&B offerings are proactively promoted, clearly communicated, and effectively upsold to enhance guest experience and revenue opportunities

• F&B Guest Experience Monitoring

Monitor guest experience within all F&B outlets, ensuring service consistency and alignment with brand standards

Conduct regular checks during service periods (breakfast, lunch, dinner, events)

Work closely with F&B team to address service gaps and enhance guest satisfaction

Ensure consistency between Rooms experience and F&B experience

• Quality Assurance & Continuous Improvement

Conduct regular quality checks across Rooms and F&B guest touchpoints

Monitor guest feedback and identify trends, gaps, and improvement opportunities

Implement corrective actions and follow up on service enhancements

Ensure consistency in service delivery across all departments

• Online Reputation & TrustYou Management

Act as the champion of the TrustYou platform

Monitor and analyze guest reviews across all channels

Prepare regular reports on guest satisfaction, key trends, and improvement areas

Respond to online reviews in a timely, professional, and brand-aligned manner

• Guest Engagement & Experience Enhancement

Promote in-house activities, wellness experiences, and resort offerings

Actively promote the destination and local experiences around Saigon River

Identify opportunities to enhance guest stays through curated experiences

Engage with guests directly to build relationships and gather feedback

• Cross-Department Coordination

Ensure strong collaboration between Rooms, F&B, Engineering, and other departments.

Align operational delivery with guest expectations and brand standards

Support management in driving a culture of service excellence across the resort

Yêu cầu

Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or related field

Minimum 3–5 years of experience in hospitality or customer service, preferably in a supervisory/managerial role

Strong leadership and team management skills

Excellent communication and problem-solving abilities

Fluent in English (additional languages are a plus)

Ability to work under pressure and handle challenging situations

Quyền lợi

100% salary and service charge during the probation period.

Competitive salary based on qualifications and experience.

Holiday and Tet bonuses in accordance with company policy.

Full social, health, and unemployment insurance as required by law.

Dynamic working environment with clear career development opportunities.