Assistant Guest Experience Manager

6 months ago

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, enjoying unique benefits and advantages.
- **My MeliáBenefits**: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you

We are looking for **Assistant Guest Experience Manager - Melia Ba Vi Mountain Retreat**

**Mission**:
Support the Operation Manager in ensuring that every guest receives exceptional service and enjoys a memorable stay. This role involves collaborating with various departments to anticipate and meet guests' needs, handling guest feedback and special requests with professionalism, and maintaining high service standards throughout the resort. The Assistant GEX Manager plays a key role in training and mentoring guest service staff, monitoring guest satisfaction scores, and implementing strategies for continuous improvement.

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**Main responsibilities**:
Assist in overseeing daily operations to ensure a seamless and exceptional guest experience.
2. Collaborate with various departments to anticipate and meet guests' needs and preferences.
3. Handle guest feedback, complaints, and special requests promptly and professionally.
4. Contribute to the development and implementation of guest service standards and procedures.
5. Train and mentor resort's staff to maintain high service standards.
6. Monitor guest satisfaction scores and implement strategies for improvement.
7. Support the Operation Manage in developing and executing guest engagement activities and programs.
8. Ensure compliance with health and safety regulations and company policies.

**Main requirements**:

- Minimum of 3 years of experience in international hotel brand as supervisor or 1 years exp as assistant manager.
- Excellent customer service skills with ability to effectively manage complaints and resolve conflicts.
- Good motivator, eanger to learn new things and connect with everyone.
- Strong leadership and organizational skills, with ability to handle multiple tasks and work well under pressure.
- Proficiency in Microsoft Office and hotel management software (e.g. Opera PMS).
- Excellent communication skills in English and Vietnamese, both written and verbal.
- Ability to train and develop the team.
- Ability to work flexible hours, including weekends and holidays.
- Familiarity with local area attractions and knowledge of local cultures is a plus.
- Familiarity with cold weather in the North/mountain area of Vietnam.
- Opportunity for growth into the GEX Manager.

**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

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