Guest Service Manager

Responsible for creating the best customer experience, (through an exceptional, cordial and sincere service.) ensuring their satisfaction and loyalty. Interacts with customers to exceed their expectations and increase their satisfaction and loyalty. Guarantees that the whole team of the hotel knows and respects the Service Culture and Brand Standards.

1. To make sure to have enough staff to face the volume of daily work (authorized) in relation of the percentage of occupancy.

2. To promote the attitude of professionalism, courtesy and service among the staff.

3. To assist guests and to compliance in a strict manner the policies, standards, rules, discipline, consistency, personal hygiene and safety set by the hotel.

4. Assigns shifts and breaks according to the workloads and expected occupancy.

5. Perform administrative functions of personnel in accordance with established policies and procedures.

6. To ensure that service to the guests, in relation to requests and reporting room’s issues or others are carried out according to established procedure that requires monitoring to solve the problem or provide the requested service.

7. To ensure that the team provide the guests with real faithful information about hotel, services and facilities, the tourist attractions of the town and its surroundings, promoting mainly the hotel’s activities and upselling them when possible.

8. Check daily attendance of their staff, reporting any absence and / or delay to Human Resources and Gex Director.

9. Daily monitoring and review of the Guest Comment Log.

10. Check daily the status of the list of VIPs and ensure they are met with accuracy, precision, dedication and punctuality all instructions or requests regarding reservations, room assignment, airport services, amenities, hospitality, and others.

11. Personally welcome the VIPs, attending them during their stay in terms of guidance, information providing any service that might apply in the most efficient and friendly manner. Make courtesy calls to the VIPs.

12. Monitoring the attendance of the team at the Guest Experience desk in the lobby.

13. Distribute daily to the team the VIP list coming.

14. Establish greater interdepartmental communication to strengthen internal services: maintaining a relaxed and good relationship with the departments Group, Sales, Housekeeping, Reception, Food & Beverage, Reservation, Security and Maintenance.

16. Promote a campaign to capture positive comments on all OTA channels.

17. Support with training of the staff, ensuring that all the concepts of the Company and the Department have been understood and the goals are clear to everyone.

18. Perform all tasks either Guest Service Agent or Assistant Guest Experience Manager or GEX Director during their absence.

• 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.

• University degree, preferably Tourism or Hospitality, Marketing or similar.
• Local Language and Advanced level of English.
• A third language would be an asset.
• Knowledge of hotel management tools.
• Knowledge of telephone service management.
• Public Relations and Customer Service.
• Basic financial knowledge.
• Knowledge of hotel operations.
• Ability to lead and inspire a team.
• At least 2 years’ experience in the Guest Service or Guest Experience department.

For further inquiries, feel free to contact us:

• Phone: 0254 378 9000 (Ext: 5203)
• HR Hotline/ Zalo: 0911 721 747