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18 January 2020
Job ID: VN9-365
Guest Experience Manager
  • Theo quy định

• Provide upscale guest service experiences for clients throughout their stay • Ensure clients are properly greeted upon their arrival • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in • Coordinate luggage collection and storage • Oversee check-in and check-out procedures, including reservations and financial transactions • Promptly address guests’ requests, like in-room dining • Actively listen to and resolve complaints • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns • Inform clients of our hotel services, including breakfast and dining options • Promote all hotel amenities, conveniences and programs offered • Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures • Appraise team’s performance and produce regular reports • Liaise with Housekeeping to provide an overall comfortable guest experience • Examine daily duties, assign tasks and check on progress • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings • Recommend local tourist spots, including places to dine, shop and sight-see • Establish friendly relationships with regular hotel clients


• Diploma or Degree of Hotel Profession. Bằng cấp chuyên ngành khách sạn. • Significant experience in a customer-service position. Kinh nghiệm làm việc chính tại vị trí về dịch vụ khách hàng. • Experience in team management. Kinh nghiệm về quản lý bộ phận. • Fluent in writing and communication in English. Kỹ năng viết và giao tiếp bằng tiếng Anh thành thạo. • Leadership and well organized. Kỹ năng quản lý và tổ chức tốt. • Extremely guest oriented and service minded. Kỹ năng chăm sóc khách hàng. • Experience in team management. Kinh nghiệm quản lý . • IT skills: good in Microsoft office. Kỹ năng IT: sử dụng Microsoft Office tốt.(Access, Excel, Power Point, Word, Micros, Opéra)

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Job Details:

Pullman Quy Nhon
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