Guest Experience Manager

1 day ago

Phu Quoc Kien Giang Vietnam AccorHotel Full time
Company Description

Step into paradise at the 5-star Mövenpick Resort Waverly Phu Quoc – the fun-filled destination for lifestyle escapes. Whether you are looking for a family adventure, a romantic getaway or a group incentive trip, you will find everything you need right here at our family-friendly resort in Phu Quoc.

All 305 rooms have been designed in a contemporary style using a subtle blend of soft, refreshing tones and an element of natural touches. The private balcony overlooking to the ocean is where you enjoy the spectacular sunset.

Our culinary team invites you to embark on a culinary journey by exploring the restaurants, bars offering our signature dishes, innovative cocktails and "Chocolate Hour". Immerse in the pool, have the ultimate fun with Foam Party or unwind with a massage and simply enjoy the tranquil surroundings. We can guarantee that you will have a memorable island experience when staying with us.

Mövenpick Villas & Residences Phu Quoc are located within the Mövenpick Resort Waverly Phu Quoc and guests can enjoy the facilities throughout the complex. Our 79 villas with private pool & 329 spacious residence apartments, fridge & private balcony are the place for people who enjoy their holiday in style

At Mövenpick Resort Waverly Phu Quoc, we make moments.

Job Description
  • Act as the main point of contact for VIP guests and handle special requests.
  • Monitor guest feedback (online reviews, surveys, in-house comments) and implement improvements.
  • Resolve complaints promptly and professionally to maintain high satisfaction scores.
  • Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless service.
  • Supports guest relations team and train staff on hospitality standards.
  • Ensure compliance with brand standards and service protocols.
  • Design and implement guest experience programs (welcome amenities, special events).
  • Maintain guest profiles for repeat visitors to deliver personalized service.
  • Analyze guest satisfaction metrics and prepare reports for management.
  • Track trends and suggest strategies to improve overall guest experience.
  • Uphold the hotel's image and reputation through exceptional service.
  • Engage with guests on social media or review platforms when appropriate.
Qualifications
  • Strong communication and interpersonal skills.
  • Problem-solving and conflict resolution abilities.
  • Knowledge of hotel operations and PMS systems.
  • Leadership and team management experience.
  • Fluency in multiple languages is a plus.

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