[BANYAN] FO_Assistant Guest Experience Manager

At Garrya Mù Cang Chải, part of Banyan Group, we believe that every role contributes to creating meaningful experiences rooted in purpose, wellbeing, and authentic connection. More than just a workplace, we are a sanctuary where thoughtful design, mindful living, and genuine care come together.
As a member of our team, you are not simply performing a job - you are shaping journeys, elevating traditions, and bringing our brand philosophy to life in every interaction. From behind-the-scenes operations to guest-facing moments, every detail you contribute helps create a sense of calm, balance, and belonging for those we serve.
We are looking for individuals who share our passion for excellence, creativity, and heartfelt service - those who take pride in crafting experiences that leave a lasting impression.
Key Responsibilities:
Support the Guest Experience Manager in overseeing daily Front Office and guest experience operations to ensure service excellence and alignment with Banyan Group standards.
Supervise and guide Front Office and Guest Experience associates to deliver personalized, intuitive, and anticipatory service to all guests.
Handle guest feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction and loyalty.
Coordinate closely with Front Office, Housekeeping, F&B, Engineering, Spa, and other departments to ensure seamless guest journeys.
Monitor arrival, in-house, and departure experiences, ensuring all VIPs, repeat guests, and special arrangements are well prepared and executed.
Support daily operational planning, room allocations, and guest preference management to enhance overall guest experience.
Maintain strong knowledge of resort facilities, wellness programs, local experiences, and Banyan Group service culture to engage effectively with guests.
Assist in analyzing guest feedback, online reviews, and satisfaction survey results, and support action plans for continuous improvement.
Train, coach, and motivate Front Office and Guest Experience associates to improve operational efficiency and service quality.
Ensure compliance with Banyan Group policies, grooming standards, service procedures, and operational guidelines.
Prepare operational reports, guest incident records, and follow-up actions as assigned by management.
Support departmental projects, audits, training activities, and pre-opening or operational initiatives when required.
Act as a role model in professionalism, communication, problem-solving, and guest engagement at all times.