Director of Guest Experience and Quality

**Mô tả công việc**:
(Mức lương: Thỏa thuận)The Director of Guest Experience and Quality is responsible for crafting exceptional customer experiences that drive satisfaction, loyalty, and exceed guest expectations. This role ensures all hotel staff embody the Service Culture and uphold Brand Standards. Collaborating closely with various departments, the Director supports innovation, effective communication, and prioritization strategies. Additionally, this position directly oversees enhancements in the YHI Spa and Recreation departments, partnering with respective Heads of Departments (HODs) to continually elevate guest satisfaction and overall experience.

Key Responsibilities:
Ensure strict adherence to Brand Standards across all hotel operations.

Conduct comprehensive induction and regular re-induction programs for all staff, focusing on quality tools and exceptional service practices.

Champion and reinforce the Brand Service Culture, ensuring staff are proficient in operational procedures, storytelling techniques, and Brand phraseology to enrich guest interactions.

Actively contribute to designing strategies aimed at increasing hotel revenue through targeted upselling and enhanced guest offerings.

Directly manage and develop the Guest Experience and Melia Connect teams, providing effective leadership and clear strategic direction.

Oversee and supervise the YHI Spa and Recreation departments, working closely with department heads to continuously improve guest satisfaction metrics.

Regularly evaluate the quality and standards of services and products delivered at the resort, identifying areas for improvement and implementing innovative solutions to boost customer satisfaction.

Train, mentor, and supervise staff across all departments to optimize direct guest interactions, ensuring consistently high levels of customer care and satisfaction.

Skills and Qualifications:
Proven leadership experience within the hospitality industry, particularly in guest experience management and quality assurance.

Strong ability to motivate, train, and lead diverse teams, fostering a culture of service excellence.

Demonstrated expertise in developing customer-focused strategies, with successful outcomes in guest satisfaction and loyalty.

Excellent communication, interpersonal, and organizational skills.

A creative problem-solver who thrives in collaborative environments and fosters innovation.

Knowledge and experience in spa and recreation management are highly desirable.

**Chức vụ**: Giám Đốc Và Cấp Cao Hơn

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:

- Dynamic International Working Environment: Be part of a global hospitality network that values diversity and fosters professional growth.
- Competitive Salary Package: Attractive compensation to match your expertise and contributions.
- 13th Month Salary: Enjoy an additional month’s salary as a year-end bonus.
- Celebratory Birthday Benefit: Receive special recognition and rewards on your birthday.
- Exciting Annual Outing Trips: Strengthen team spirit and create memorable experiences during our company outings.
- Exclusive Hotel Discounts: Access special room rates and benefits across Melia Hotels International properties.
- Convenient Employee Transportation: Shuttle buses provided for employees, with routes from Vung Tau to Melia Ho Tram and additional stops in Long Hai and Phuoc Hai.
- Work-Life Balance: Enjoy 2 days off per week to recharge and spend quality time.

**Yêu cầu bằng cấp (tối thiểu)**: Đại Học

**Yêu cầu công việc**:
Skills and Qualifications:

- University Degree, preferably in Tourism or Hospitality.
- Minimum 3 years in a similar position in international hotels.
- Fluency in both English and Korean is preferred.
- Proven leadership experience within the hospitality industry, particularly in guest experience management and quality assurance.
- Strong ability to motivate, train, and lead diverse teams, fostering a culture of service excellence.
- Demonstrated expertise in developing customer-focused strategies, with successful outcomes in guest satisfaction and loyalty.
- Excellent communication, interpersonal, and organizational skills.
- A creative problem-solver who thrives in collaborative environments and fosters innovation.
- Knowledge and experience in spa and recreation management are highly desirable.

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Giám Sát Dịch Vụ,Nhà Hàng/Khách Sạn,Quản Lý Sản Xuất,Sản Xuất/Lắp Ráp/Chế Biến

Đại Học
Không yêu cầu