GUEST SERVICES MANAGER (MANDARIN SPEAKING)/QUẢN LÝ TRỰC CA (BIẾT TIẾNG TRUNG)

Welcome and assist guests, particularly Mandarin-speaking guests, ensuring their needs and preferences are met throughout their stay.

Handle guest inquiries, requests, and complaints promptly, professionally, and with empathy.

Act as a brand ambassador, consistently demonstrating service excellence and cultural sensitivity.

2. Operations & Supervision

Supervise daily Front of the House operations

Coordinate with other departments (Housekeeping, F&B, Engineering, etc.) to ensure smooth service delivery.

Monitor service standards, ensure compliance with SOPs, and implement improvements when necessary.

3. Communication

Provide translation and interpretation support between guests and hotel colleagues when required.

Maintain clear communication with Mandarin-speaking guests to enhance their comfort and satisfaction.

Prepare and share guest-related reports and feedback with the management team.

4. Team Leadership

Train, coach, and mentor Guest Services colleagues to uphold high service standards.

Support scheduling, task assignments, and performance monitoring within the Guest Services team.

Foster a positive and motivating work environment, encouraging teamwork and service excellence.