Quản lý Trải nghiệm Khách hàng/ Guest Experience Manager

Act on behalf of the Department Head to oversee and supervise all assigned functional areas (GRO, Bell, Concierge, Drivers).

Approve room upgrades, VIP amenities, and minor service recovery compensations within authorized policy limits.

1. VVIP Experience Management & Personalization

Personally plan and oversee arrival arrangements, conduct room inspections, and host VVIP delegations, government officials, and celebrities.

Leverage CRM data analytics to understand guest preferences and behaviors, designing tailored surprises and bespoke welcome amenities.

Supervise Butler service standards for premium room categories and special requests.

2. Service Quality Management & Online Reputation

Monitor, analyze, and respond to guest reviews across online platforms (TripAdvisor, Google, Booking.com, TrustYou, etc.).

Proactively engage with guests throughout their stay to collect real-time feedback and immediately implement Service Recovery procedures in case of complaints.

Propose operational improvement initiatives aimed at enhancing guest satisfaction scores (NPS).

3. Lobby Operations & Logistics Management

Oversee the daily operations of Guest Relations (GRO), Bell Service, Concierge, and Transportation teams, ensuring compliance with 5-star standards and the “Heartist” service culture.

Supervise airport transfer procedures, vehicle management, and luggage handling, ensuring seamless coordination across all touchpoints.

4. Training & Team Development

Develop training plans and personally coach team members on advanced communication skills, guest psychology, and WorldHotels service culture standards.

Inspire the team to embrace a “Creating Surprise & Delight” mindset and foster proactive service behaviors.