Wink Experience Manager

• Welcoming each guest and visitor - whether in-person or online - in personal, friendly, professional manner. Making sure each guest is taken care of by one of your Guides/colleagues or yourself directly

• Creating memorable, personalized, unique guest experiences for each hotel guest and visitor, using available resources, planning strategic and spur-of-the-moment experiences, and demonstrating to team exemplary behavior of a Wink Super Guide

• Using Wink Experience Blueprint to create tangible and clear acts of service, to be implemented by Wink Guides, fellow colleagues and yourself. Using brand standards to develop key touchpoints

• Reviewing all online reviews and share with AOM/HR/DWE for complaints, compliments, etc. for internal action and improvement

• Handling in-person and reported feedback from guests and internal teams. Responding to, assessing, taking action and following up with all issues, complaints, compliments, and suggestions.

• Being accountable for results from guest database audit, guest satisfaction surveys, in areas relating to guest recognition program

• Acting as personal liaison for all guests for special requests and arrangements

• Being responsible for the operations of the Front Office and Food & Beverage departments including staff training and shift scheduling

• Developing new ideas for creative and cost-effective guest amenities

• Fulfilling daily guests’ requirements and arranging meetings, greetings, meals, events, etc. together with Director of Wink Experience/Area Operations Manager

• Coordinating all special guest requests with housekeeping, room service, front desk, reservations, sales and other departmental senior leaders

• Preparing and sending a daily communication log to the entire hotel team

• Monitoring room blockage and ensuring that guests’ requests and preferences are met upon check-in and check-out

• Having an extensive and intimate knowledge of Vietnam and hotel’s local areas and neighborhoods. This includes modes of transportation, restaurants, bars, clubs, retail, sightseeing, arts and cultural activities, cultural pragmatics and practices. All recommendations must appear to be personal and insightful

• Be responsible for maintaining the highest quality database relating to guest history and implementing guest recognition programs in line with Wink guidelines

• Analyzing guest preferences and preparing reports for improvement on guest satisfaction programs