Guest Experience Manager tại Vinpearl Resort & Spa Phú Quốc

1/2024 → Hiện tại

Kiên Giang

● Executed all job duties and responsibilities as outlined in the Guest Experience Manager job description ● Key Achievements: ● Increased Guest Satisfaction Index (GSI) of the hotel (from 83% to 92%), exceeding annual KPI. ● Developed and delivered training programs on Guest Service Mindset and Upselling Skills for the Front Office and Food & Beverage team. ● Led the successful completion of the Chef's Garden Project, enhancing the guest experience. ● Established and implemented a monthly GSI meeting and reporting process (previously non-existent). ● Successfully organized a surprise engagement party for a key influencer. ● Spearheaded a team initiative of Ambassadors, Front Office, and Food & Beverage staff, resulting in a significant increase in BBQ upselling every Saturday. ● Elevated TripAdvisor ranking to #1 in Ganh Dau and #3 in Phu Quoc Island. ● Provided exceptional service to VIP and VVIP guests.

Guest Experience Manager (cum in charge of Front Office Manager) tại Vinpearl Resort & Golf Nam Hoi An

11/2023 → 1/2024 (2 tháng)

Quang Nam, Viet Nam

● Identify key touchpoints throughout the guest journey. ● Develop and implement initiatives to improve guest satisfaction at each touchpoint. ● Develop an action plan for improving guest experience. ● Implement programs and activities to enhance the guest experience. ● Monitor and evaluate the effectiveness of programs and activities aimed at improving the guest experience. ● Promote, coordinate, and implement ideas to improve sustainable development and increase social contribution (inform guests through various channels). ● Actively participate in developing the upsell strategy. ● Conduct monthly GSI reporting. ● Monitor employee compliance with guest service standards ● Cooperate with Marketing to Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, etc.). ● Cooperate with Marketing to Promote and support the Recognition Plan of the hotel ● Analyze guest feedback to identify areas for improvement. ● Collect guest feedback through various channels (surveys, reviews, etc.). ● Monitor & Take care of the hotel's online reputation on websites and OTAs (analyze reviews and respond). ● Respond to guest inquiries and complaints promptly and professionally. ● Analyze feedback to identify trends and common concerns. ● Share feedback with relevant departments and propose solutions. ● Analyze the results of Guest Satisfaction (Trust You). ● Be the main contact point for direct communication and service to assigned VIP guests. ● Handling all complaints of VIP guests (during and after the stay). ● Cooperate with relevant departments to prepare amenities for VIP guests (according to personal preferences). ● Participate in inspecting rooms and amenities for VIP guests. ● Develop loyalty program at the hotel ● Personalize guest experiences based on preferences and needs. ● Proactively address guest concerns and exceed expectations.

Duty Manager tại Vinpearl Resort & Golf Nam Hoi An

11/2021 → 10/2023 (1 năm 10 tháng)

Quang Nam, Viet Nam

Resort Assistant Manager tại Vinpearl Resort & Golf Nam Hoi An

6/2019 → Hiện tại

Quang Nam, Viet Nam

Receptionist tại Danang Marriott Resort & Spa, Non Nuoc Beach Villas

11/2018 → 6/2019 (7 tháng)

Da Nang, Viet Nam

Villa Host tại Meliá Vinpearl Cam Ranh Beach Resort

8/2017 → 11/2018 (1 năm 3 tháng)

Khanh Hoa, Viet Nam