The Myst Dong Khoi Hotel - Guest Experience Manager

• Scope of job: To assist the hotel in delivering a heart touching service during guests stay with us including Rooms and Food & Beverage products.
• Main Duties:

Conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

Ensure and provide upscale, professional and high class guest service experiences.

Work closely with F&B Team to drive food and beverage experience at the Lounge and Restaurant, service standards and new concepts to deliver unique experience ahead of the competition.

Prepare welcome cards with General Manager’s Signature for VIPs and ensure them receive special attention.

Handle guest complaints and refer them as necessary, follows up on corrective action.

Respect and handle promptly to guests’ requirements and inquiries.

Oversee and coordinate all arrivals and departures of special guests.

Coordinate and manage communication between guests and employees as well as follow up to ensure guest satisfy.

Promote all amenities, conveniences and programs offered.

Direct, coach and manage GEM team to ensure all standards and operating procedures are running smooth.

Examine activities logbook, assign tasks appropriately and implement control schedule daily

Seek out opportunities to create outstanding and unique guest experiences

Work with departmental managers to ensure processes are executed by employees who interact with our guests.

Oversee and implement Hotel Guest Experience initiatives and ideas, looking for new and innovative ways to provide heart touching service.

Oversee VIP guests, arrivals and departures and welcome guests with personal service.

Liaise and build relationships with guests, using hotel loyalty management system to track their preferences.