Mô tả công việc
Supervise, mentor and coach guest experience staff, providing constructive performance feedback and professional development opportunities to foster team growth.
Manage guest inquiries, complaints and special requests with professionalism and empathy, ensuring prompt and satisfactory resolutions that exceed expectations.
Develop, implement and continuously refine guest experience policies and procedures that enhance overall satisfaction and loyalty.
Monitor and analyze team performance metrics, conduct regular performance reviews and implement strategies to maintain consistent service quality standards.
Collaborate with other departments to address guest needs and ensure seamless, coordinated service delivery across all organizational touchpoints.
Train and onboard team members on customer service best practices, conflict resolution techniques and cultural sensitivity appropriate to our international guest base.
Customize and personalize guest experiences based on individual preferences and feedback to foster loyalty and generate positive reviews.
Gather and analyze guest feedback through reviews and surveys to identify trends, make improvements, and respond to reviews to enhance the guest experience.
Maintain organized records and documentation of guest interactions, team performance and operational metrics for analysis and reporting.
Yêu cầu
Relevant educational background, vocational training, academic degree, or professional
qualification applicable to the position and commensurate with the position level
Relevant experience in a similar position and/or within a similar scale of operation, commensurate
with the position level.
Good knowledge of relevant SOPs, operational standards, health & safety requirements, and
workplace regulations.
Good communication, teamwork, problem-solving, and adaptability skills.
Strong commitment to service excellence and professional standards.
Ability to work effectively in a fast-paced hospitality environment.
Relevant professional certifications and English proficiency are advantages, depending on the
position.
Quyền lợi
Join the pre-opening team of two brand-new hotels
Pre-opening experience
Career development & training
Pre-opening allowance
Island allowance
Staff accommodation
Preopening meal allowance
Health insurance
Accor career opportunities
Working 5 days per week, 2 days off per week
Other benefit
Thông tin chung