Director of Guest Experience and Quality

Job Detail
Offerd Salary (USD)
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Career Level Giám đốc
Experience 3-5 Years
Gender Male/Female
Sector
Vũng Tàu, Bình Thuận, Đồng Nai
Industry
Dịch vụ khách hàng , Du lịch/Khách sạn/ Hàng không , Quản lý điều hành
Job Description
Our client is now looking for a Director of Guest Experience and Quality:
Champion the implementation of Brand Standards and Service Culture throughout all hotel departments.
Develop and conduct induction and continuous training programs focused on quality assurance and exceptional guest service practices.
Ensure all employees are well-versed in storytelling, brand language, and service procedures to deliver meaningful and memorable guest interactions.
Collaborate with cross-functional teams to design and implement initiatives that drive revenue growth through upselling and value-added services.
Lead the Guest Experience and Melia Connect teams, providing clear vision, motivation, and professional development opportunities.
Oversee operations of the YHI Spa and Recreation departments, working closely with their respective Heads of Departments to improve service quality and guest satisfaction.
Monitor and evaluate service delivery and product quality regularly, identifying opportunities for innovation and improvement.
Coach, mentor, and supervise frontline staff across all areas to ensure consistently high standards of guest care and hospitality.
Requirement
Bachelor's degree in Tourism, Hospitality Management, or related field.
Minimum of 3 years' experience in a similar leadership role within international hotel brands.
Fluency in English is essential; Korean language proficiency is a strong advantage.
Proven track record in guest experience management and quality assurance.
Demonstrated ability to lead, inspire, and develop diverse teams in a high-paced, service-driven environment.
Strategic thinker with a results-oriented mindset and strong problem-solving skills.
Excellent communication, interpersonal, and organizational abilities.
Background in spa and recreation operations is highly desirable.
Keywords
Director of Guest Experience and Quality
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