[BANYAN] FO_Guest Experience Supervisor/ Asst. 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:
Oversee daily guest experience operations to ensure service excellence and alignment with brand standards.
Lead and supervise the Guest Experience team, ensuring consistent delivery of personalized and anticipatory service.
Handle guest feedback, complaints, and service recovery in a timely and professional manner, ensuring guest satisfaction.
Monitor guest journey touchpoints and identify opportunities to enhance overall guest experience.
Coordinate closely with Front Office, Housekeeping, F&B, and other departments to ensure seamless service delivery.
Ensure all VIPs, repeat guests, and special requests are properly prepared and executed.
Analyze guest feedback, online reviews, and survey results to drive continuous improvement initiatives.
Maintain up-to-date knowledge of resort facilities, services, and local experiences to better engage with guests.
Train, coach, and develop team members to improve service skills and guest engagement.
Support in creating and implementing guest engagement programs, activities, and experiences.
Ensure compliance with service standards, policies, and procedures.
Prepare reports on guest feedback, service performance, and improvement actions.
Act as a role model in grooming, professionalism, and guest interaction at all times.
Assist management with special projects, audits, and initiatives related to guest experience.