Guest Experiences Manager

Act as the main point of contact for VIP guests and handle special requests.
Monitor guest feedback (online reviews, surveys, in- house comments) and implement improvements.
Guest Satisfaction & Service Excellence
Resolve complaints promptly and professionally to maintain high satisfaction scores.
Operational Oversight
Supports guest relations team and train staff on hospitality standards.
Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless service.
Ensure compliance with brand standards and service protocols.
Personalized Experiences
Design and implement guest experience programs (welcome amenities, special events).
Maintain guest profiles for repeat visitors to deliver personalized service.
Data & Reporting
Track trends and suggest strategies to improve overall guest experience.
Analyze guest satisfaction metrics and prepare reports for management.
Brand Representation
Uphold the hotel’s image and reputation through exceptional service.
Engage with guests on social media or review platforms when appropriate.
Skills & Qualifications
Strong communication and interpersonal skills.
Fluency in multiple languages is a plus.
Problem- solving and conflict resolution abilities.
Leadership and team management experience.
Knowledge of hotel operations and PMS systems.
KPIs (Key Performance Indicators)
Online review sentiment
Guest satisfaction scores (e.g., NPS, TripAdvisor ratings)
Complaint resolution time
Repeat guest ratio
The position is available from February 2026.

Excellent reading, writing and oral proficiency in English language
Minimum 3 years of relevant experience in a similar capacity
Good working knowledge of MS Excel, Word, & PowerPoint
High degree of professionalism with sound human resources management and business acumen capabilities
Degree in Tourism & Hospitality Management
Ability to speak other languages and basic understanding of local languages will be an advantage

2 days off per week
12 days annual leaves
5 working days per week as regulated
Complimentary parking for motorbikes and cars
Domestic and international training courses
Periodic health checks
Social Insurance participation upon signing the official Labor Contract
Employee preferential rates when using hotel services
Creative and friendly work environment
Uniform and meal during shift provided by the Hotel
2- month probation period with 100% salary and full- service charge

Cập nhật gần nhất lúc: 2025-11-21 19:15:03