[BANYAN] FO_Guest Experience Maker

At Garrya Mù Cang Chải, part of Banyan Group, we believe that every role contributes to creating meaningful experiences rooted in purpose, wellbeing, and authentic connection. More than just a workplace, we are a sanctuary where thoughtful design, mindful living, and genuine care come together.
As a member of our team, you are not simply performing a job — you are shaping journeys, elevating traditions, and bringing our brand philosophy to life in every interaction. From behind-the-scenes operations to guest-facing moments, every detail you contribute helps create a sense of calm, balance, and belonging for those we serve.We are looking for individuals who share our passion for excellence, creativity, and heartfelt service — those who take pride in crafting experiences that leave a lasting impression.

Key Responsibilities:

• Handle check-ins, check-outs, and conduct villa inspections in line with operational standards
• Personalize guest experiences and manage requests, feedback, and concerns professionally
• Coordinate with cross-functional teams to ensure a seamless guest journey
• Maintain accurate guest profiles and preferences in Opera system
• Promote resort services, activities, and drive upselling/cross-selling opportunities
• Encourage positive guest reviews across digital platforms
• Monitor guest satisfaction through survey tools (e.g. Preview)
• Prepare arrival arrangements (welcome letters, VIP setups, amenities, etc.)
• Conduct resort tours when required