Guest Experience Manager

2 months ago

Hanoi, Hanoi, Vietnam Melia Hotels International Full time

"The world is yours with Meliá"

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?

Because belonging to the great Meliá family is being VIP

You will enjoy My MeliáRewards which is the exclusive loyalty programme for our employees with exclusive benefits and advantages.

In addition, enjoy the My MeliáBenefits programme: with flexible remuneration, exclusive discounts on a variety of products and services, active and healthy lifestyles, and charitable initiatives. Be as proud to belong to Meliá as we are of you

We are looking for Guest Experience Manager - Melia Hanoi

Mission:

o The basic mission of the Experience Manager is to create, transmit and impulse sensory experiences, unique, customized and innovative feelings to our guests throughout the members of every operational department.

o To create a genuine service attitude for the different contact areas with the guest (before arrival, upon arrival and departure) ensuring quality of product, brand image and high levels of service.

o Corporate Reporting/ Brand Manager Guest Experience

o The person in charge of giving personality to the Hotel, by creating special ambiences supported by lighting, scent and musical identity in every area of the hotel.

o Also the one in charge of keeping up the brand image, the brand projection; ensuring the hotel's stationary; the internal promotions & special Storytelling Days follow the Brand Book.

Main responsibilities:

Daily Tasks:


• To Check E-mails

• To get from PMS (Opera) VIP's arrival list

• Check the rooms allocation according to VIP's arrival list in coordination with FO

• To discuss with GM daily amenities and types of letters/cards

• To send the VIP's summary of the day to all HOD's involved

• To key in the necessary information in PMS (Opera guest's reservations and profiles)

• To check The Level standards and set ups

 To inspect VIP's assigned rooms

 Final room allocation (in case of any changes applicable) in coordination with FO

 To greet VIP's and returning guests and guarantee the link between them and GM.

 Incident/complaint management of the day (if applicable) personally or by e-mail/phone.

 To check the Market Metrix surveys and take the appropriate action

 To conduct lobby inspection in order to guarantee arquitecture sense perception (sight, smell, sound, touch and taste) and everything in place and correct order.

 To get the following day arrival list to check VIP's and repeating guests

 VIP's classification and amenities assignment. Start preparing letters and cards for the following day

Weekly Task

 To conduct random check of the Mystery Guest standards in the different Departments. (Phraseology, steps to follow, attitude towards guests etc.)

 To conduct different areas Hotel inspection (focused on the front of the house) and bring up issues if applicable, support with pictures.

 To check Market Metrix results and communicate with HOD's

 To check Review-pro results and communicate to HOD's during weekly meeting.

 To monitor online guest complaints and take the necessary actions (Tripadvisor, Agoda, Bookings, Expedia, and other OTA's and websites)

 To check Story Telling in place and explore new options/ update current ones.

Monthly Tasks

 To check Market Metrix monthly reports, prepare presentation for HOD's establishing action plans.

 Compile the relevant information and necessary reports to Area GEX Manager.

 To follow up on Area GEX Manager Action Plan

 To conduct Guest Experience Review/ Quality Committee meeting

 To focus on sustainability actions / CSR, environmental, social and cultural.

Main requirements:

 University Diploma or Degree

 Degree in Public Relations, Hospitality, Mass Communication, Marketing (or similar studies)

 Knowledge of 2 languages (English is mandatory)

 Customer Service

 Knowledge of Microsoft Office

 2 years of minimum experience in Hospitality Industry in a management position in a Customer Service department. And 2 years in the company in similar position in large hotels.

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People.

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

If you want to be "Very Inspiring People", follow us on:

INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR

  • Guest Experience Manager

    1 week ago

    Hanoi, Hanoi, Vietnam No 9 Cat Linh Street, Dong Da District, Hanoi, Vietnam Full time

    Job Description: To be responsible for receiving and escorting all VIP's and ensuring that they feel comfortable and welcome on arrival to hotel Ensure at all times maximum guest satisfaction through personal recognition to all guests along with VIPs, and repeat guests, and prompt cordial attention from arrival through departure To be also in charge of the...

  • Guest Experience Manager

    1 week ago

    Hanoi, Hanoi, Vietnam Công ty TNHH Global Toserco-Khách sạn Pullman Hanoi Full time

    Mô tả công việc:(Mức lương: Thỏa thuận) Leads the Hotel service that is sincere, warm and enthusiastic, ensuring the guests' satisfaction at all times. Actively review guest comments and feedback, communicate this with the team members and implement corrective action as needed. Elevate guest experience via continuous improvement via innovation...

  • Guest Experience Manager

    1 week ago

    Hanoi, Hanoi, Vietnam Công ty TNHH Global Toserco-Khách sạn Pullman Hanoi Full time

    Mô tả công việc:(Mức lương: Thỏa thuận) Responsible for the quality of service provided to all guests throughout each touch point within the hotel. Leads the Hotel service that is sincere, warm and enthusiastic, ensuring the guests' satisfaction at all times. Elevate guest experience via continuous improvement via innovation and outside in...

  • Assistant Guest Experience Manager

    1 month ago

    Hanoi, Hanoi, Vietnam Melia Hotels International Full time

    "The world is yours with Meliá" Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family Discover some of the benefits we offer:My MeliáRewards: Participate in our exclusive loyalty program,...

  • Assistant Guest Experience Manager

    1 week ago

    Hanoi, Hanoi, Vietnam Melia Hotels International Full time

    "The world is yours with Meliá" Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family Discover some of the benefits we offer:My MeliáRewards: Participate in our exclusive loyalty program,...

  • Assistant Guest Experience Manager

    4 weeks ago

    Hanoi, Hanoi, Vietnam Melia Hotels International Full time

    "The world is yours with Meliá" Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family Discover some of the benefits we offer:My MeliáRewards: Participate in our exclusive loyalty program,...

  • Assistant Guest Experience Manager

    1 week ago

    Hanoi, Hanoi, Vietnam Melia Hotels International Full time

    _"The world is yours with Meliá"_Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global familyDiscover some of the benefits we offer:My MeliáRewards: Participate in our exclusive loyalty program,...

  • Guest Experience Director

    4 weeks ago

    Hanoi, Hanoi, Vietnam Melia Hotels International Full time

    "The world is yours with Meliá" Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the most...

  • Guest Experience Director

    4 weeks ago

    Hanoi, Hanoi, Vietnam Melia Hotels International Full time

    "The world is yours with Meliá" Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the most...

  • Guest Experience Expert

    1 week ago

    Hanoi, Hanoi, Vietnam Marriott International, Inc Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation The Ritz-Carlton Residences Hanoi, 22 Pho Hang Bai, Hang Bai, Hoan Kiem, Hanoi, Viet Nam, Viet Nam VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPROPERTY DESCRIPTION:The Ritz-Carlton Residences, Hanoi will form an 8-storey standalone building...

  • Assistant Guest Relations Manager

    1 week ago

    Hanoi, Hanoi, Vietnam Pan Pacific Hotels Group Full time

    VietnamPan Pacific HanoiRoomsJob Grade:Full TimeEnjoy the best views of West Lake at Pan Pacific Hanoi, your oasis of calm in a bustling city. No matter how long you plan to stay at our Hanoi hotel, you will find comfort and convenience in our rooms and serviced suites.If you have a passion for the industry and are driven by the desire to create Service...

  • Guest Service Officer

    1 week ago

    Hanoi, Hanoi, Vietnam Ascott Full time

    About UsWhen you build a career at Ascott, we want to bring out the best in you Whether you're an experienced professional pursuing a hospitality career or a student aspiring to learn more about the dynamic serviced residence sector, Ascott offers ample opportunities for individuals seeking to expand their horizons beyond boundaries.Across a variety of roles...

  • Guest Relations Manager

    1 week ago

    Hanoi, Hanoi, Vietnam Navigos Search Full time

    Mô tả công việc:(Mức lương: triệu VNĐ)pMain Duties Manage Entertainment Place in 5 stars hotel in Vietnam Work with Taiwanese, Chinese, Korean and Japanese managers Responsibilities Greet guests on arrival and see them off. Introduce guests to the club's services and promotions. Contact, observe and take care of customers during the time guests...

  • Guest Service Agent

    1 week ago

    Hanoi, Hanoi, Vietnam Novotel Hanoi Thai Ha Full time

    Job Description: To welcome and checkin guests and to provide personalized service to every guest, both local and international. To handle guestroom Key Cards, mails, messages and attend to guest inquires. To check out guests and ensure that all payments are collected.Work Experience Diploma in Tourism / Hospitality Management Minimum 1 year of relevant...

  • Korean Speaking Guest Relations Officer

    1 week ago

    Hanoi, Hanoi, Vietnam intercontinental hanoi westlake Full time

    Co- ordinate and supervise all activities for Korean guests and other guests when needed Assist with check- ins/check- outs of Korean guests and other guests when needed Provide feedback from Guests to Front Office Manager for action Assist in any other duties when required by the Guest Relations Manager Attend recreation activities when necessary Plan and...

  • Guest Service Officer

    1 week ago

    Hanoi, Hanoi, Vietnam The Ascott Limited Vietnam Full time

    Mô tả công việc:(Mức lương: Thỏa thuận) We are looking Guest Service Officer (Receptionist) with the following responsibilities:Responsible for checking in guests such as registering and assigning rooms to guests and checking out.Manages guests' accounts and information, and apartment availability in the systemReceives and transmits messages to...

  • Guest Service Agent

    1 week ago

    Hanoi, Hanoi, Vietnam Khách Sạn Hà Nội Daewoo Full time

    Mô tả công việc:(Mức lương: Thỏa thuận) 1. Provide courteous and efficient service and if possible, respond to each and every guest request professionally and tactfully.Give guest complete and immediate attention to any complaint and request.Utilize the Property Management System (Opera), Key Card System, Passport Scanner, POS System, and...

  • Guest Service Agent

    1 week ago

    Hanoi, Hanoi, Vietnam Khách Sạn Hà Nội Daewoo Full time

    Mô tả công việc:(Mức lương: Thỏa thuận) 1. Provide courteous and efficient service and if possible, respond to each and every guest request professionally and tactfully.Give guest complete and immediate attention to any complaint and request.Utilize the Property Management System (Opera), Key Card System, Passport Scanner, POS System, and...

  • Guest Arrival Expert

    1 week ago

    Hanoi, Hanoi, Vietnam Marriott International, Inc Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation The Ritz-Carlton Residences Hanoi, 22 Pho Hang Bai, Hang Bai, Hoan Kiem, Hanoi, Viet Nam, Viet Nam VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management***Greet and escort Residence owners, vendors and guests. Open doors and assist Residence...

  • Recreation Experience Expert

    1 week ago

    Hanoi, Hanoi, Vietnam Marriott International, Inc Full time

    Job Number Job Category Golf, Fitness, & EntertainmentLocation The Ritz-Carlton Residences Hanoi, 22 Pho Hang Bai, Hang Bai, Hoan Kiem, Hanoi, Viet Nam, Viet Nam VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementProperty DescriptionThe Ritz-Carlton Residences, Hanoi will form an 8-storey standalone building consisting...