Guest Experience Manager (Expat)

1/ Guest Relations and Service Excellence:
- Greet and assist guests with check-in/check-out processes, providing a warm, welcoming experience.
- Handle guest requests, inquiries, and complaints promptly and professionally, ensuring a high level of satisfaction.
- Personalize guest interactions, ensuring a unique and memorable stay for every guest.
- Communication with guest to make them feel they are cared by everyone in the resort, figure out what they need during their stay, what they expect for next stay to coordinate with the other team to make them a wonderful stay.
- Farewell to all guest who checking out in the day, make sure they left us with a good memories & good review.
- Train the whole front of house team How to bring perfect experience to the guest in each area like: Front office team, housekeeping team, F&B team (once a month)
2/ Manage Guest Feedback and Reviews:
- Monitor and respond to guest feedback, reviews, and surveys across various platforms, ensuring that any concerns are addressed. Doing weekly, monthly report for guest review & solutions.
- Use guest feedback to continuously analysis, suggest & improve services and resolve issues promptly with the team & management board.
- Implement guest satisfaction strategies and track performance metrics.
3/Coordinate with Other Departments:
- Collaborate with other departments (Housekeeping, Food & Beverage, Front Desk, etc.) to ensure a seamless guest experience.
- Communicate guest preferences, special requests, and any issues to relevant departments to ensure all guest needs are met.
- Ensure to pay attention that all guest-facing areas are clean, safe, and well-maintained to bring best experience
- Address any maintenance or safety issues affecting guest comfort or experience
4/Event and Special Requests Management:
- Assist in coordinating special events, VIP guest arrangements, and customized experiences, ensuring everything is executed flawlessly from the pre-arrival to departure.
- Oversee and handle high-profile guest stays and ensure they receive exceptional personalized services.
- Be creative to create more activities that might bring better experience to all generation of guest
- Research to the method of increasing revenue from in house guest to our F&B, SPA, Tour & car rental. Event related to room & event for the Resort final success
- Direct upselling all kinds of resort services
- Support & advise on marketing all kinds of activities that bring good guest experience pre-arrival, during stay & after checking out