Assistant Manager - Guest Experience

Customer Service

• Investigate who are our guests by contacting other Hyatt properties, searching on internet, using other resources at hand.

• Assists in greeting and escorting VIP and Long Stay guests and ensures that all the hotel associates provide attentive services to them at all times.

• To ensure that guest history records are accurately maintained, all repeat guests are pre-registered and GEM notes are shared.

• Make sure the necessary service recovery is provided when required to ensure that our Guests issues have promptly been resolved and their expectations have been met & exceeded.

• Personally interact with We Care guests or returned V8 guests to ensure that they are kept happy customers.

• Personally and frequently interact with guests and confirm that they are receiving the best possible service during their stay with us.

Operational

• Ensures to do spot checks of daily arrival VIP rooms, special request rooms and long stay guest rooms.

• To Champion the GEM project in the Hotel by improving the usage and obtaining of guest’s preferences within all guest contact departments.

• To ensure that HySat Net Promoter Score (NPS) of the Front Office Team is achieving the target on monthly basis.

• To focus and improve the score of Hysat “Remembers me and my preferences” along with effective use of the GEM.

• Prepare weekly VIP 1, 2, 3, CC, LGL, GLOB, EXP, DIS report 6 days prior and 3 days prior to arrival to ensure advance preparation of special requests.

• Once a week, check Medallia Response to understand guest feedback and conduct refreshment training with Front Office Team accordingly.

• Ensures that all VIP and long stay guests are met on arrival in person or together with Front Office Manager or RDM.

• To ensure that all daily arrival (V.I.P. rooms / special request rooms / long stay guest rooms etc. ) are pre-blocked in advance,. Housekeeping and Room service is notified of the room allocation and each room is prepared with the appropriate welcome amenities along with welcome letter.

• Responds to the room results of the HySat reports and ensures that the following actions are thoroughly implemented:

- Positive comments: Share with all associates during briefing

- Passive comments: Need to review with Front Office Manager/ Coaches for improvement opportunities.

- Negative comments: Discuss with Front Office Manager

• Presence should always be in the front of house during lobby presence time defined by RDM.

Personnel

• Conducts bi-monthly Performance Development Discussions with Host team associates and supports them in their professional development goals.

• Develops the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and or mentoring.

• Conduct and supervise checking test to ensure Front Office associates are respecting Forbes standards

• Conduct and supervise random quality check to ensure Front Office associates have a good knowledge of room’s packages benefits.

• Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

Other Duties

• Ensures high standards of personal presentation and grooming at all times.

• Maintains good relationship with all hotel guests and employees.

• Carries out any other reasonable duties as assigned or instructed by the Front Office Manager or Room Division Manager.

• DE&I, care-driven culture, and collaborative, team-driven environments
• Professional learning and development opportunities
• Associates Social Space (Designed by colleagues for colleagues) and Associate Social Activities
• Complimentary 2 duty meals per working shift and team menu designed by our Chef once per week
• Be provided uniform and laundry service
• Discount 50% for F&B service at our restaurants
• Complimentary accommodation at selected Hyatt properties worldwide
• Free parking at our associate parking area

• Work experience in Customer Service/ Front Office/ Front Service
• Work experience in a luxury hotel or in an international hotel chain
• A diploma in hospitality management or any hospitality-related field
• Great problem solving, organizational, analytical, and coordinating abilities
• Excellent communication skills and great interpersonal skills
• Ability to work as part of a team
• Strong knowledge of Customer Service management
• Great leadership skills

• Direct application to: Human Resources Department, Park Hyatt Saigon, 2 Lam Son Square, District 1