Gran Melia Nha Trang

Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.

Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.

Define and implement the guests’ digital experience, according to the global strategy.

Adapt the standards subject to the local customisation of the product.

Support negotiations with external suppliers, following the product guidelines set.

Define, develop and implement the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.

Define and implement the strategy of the Experience and / or Event Programme as applicable.

Define, implement and manage the Entertainment programme strategy if applicable.

Manage and supervise the Guest Service Line team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.

Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.

Research and develop innovative experiences and services that keep the hotel at the forefront.

Competitive benefits package / Chính sách phúc lợi cạnh tranh

University degree, preferably Tourism or Hospitality, Marketing or similar.

Fluent English in both speaking & writing.

Knowledge of brand strategies

Knowledge of hotel management and/or Customer Experience tools.

Organisation and planning.

Proactivity and Innovation.

Excellent communication skills.

External: 3 years in a similar position in the hospitality industry.

Internal: At least 2 years’ experience in the Guest Experience department in a Manager role.