Hoiana Resort & Golf ★ 3.4

The Guest Experience Supervisor is responsible for delivering exceptional service standards and creating memorable experiences for all guests at NOX Beach Club. This role ensures smooth daily operations, supervises guest-facing staff, manages service recovery, and works closely with the F&B leadership team to enhance guest satisfaction, brand reputation, and overall operational excellence.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Duties may include but not limited to:

Guest Experience & Service Quality

• Ensure all guests receive exceptional, personalized, and timely service throughout their visit.

• Monitor guest flow, seating, table arrangements, and beach area service to ensure a seamless experience.

• Collaborate with the F&B team to maintain brand service standards and implement guest experience initiatives.

• Manage VIP, VVIP, and special-occasion guests, ensuring tailored services.

• Handle guest inquiries, special requests, and complaints with professionalism and efficiency.

Events & Special Occasions

• Coordinate guest-related arrangements for events, parties, group bookings, and celebrations at NOX Beach Club.

• Ensure smooth communication with Sales, Marketing, and other departments for event execution.

Guest Feedback & Service Recovery

• Monitor guest satisfaction through direct feedback, surveys.

• Analyze guest experience data and collaborate with management to implement improvement plans.

• Lead service recovery efforts and ensure follow-up communication when required.

Operational Leadership

• Supervise the daily front-of-house operations at NOX Beach Club.

• Support team scheduling, task delegation, and shift briefings to ensure readiness and service consistency.

• Work closely with the Outlet Manager to coordinate entertainment, events, and operational activities.

• Ensure compliance with resort policies, health & safety standards, and F&B operation guidelines.

Team Management & Training

• Lead, coach, and develop team to deliver outstanding hospitality.

• Conduct service training, grooming checks, and performance feedback.

• Promote a positive working environment that encourages teamwork, communication, and professional growth.

Reporting & Administration

• Prepare daily reports on guest comments, operational issues, and team performance.

• Support in inventory checks, requisitions, and administrative tasks as assigned.

• Contribute ideas for service enhancements, upselling strategies, and guest engagement programs.

Others assigned related duties from line manager and the Company

• Professional and multicultural working environment
• Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang - Hoiana, duty meal, ...)
• Big-scale project in central Vietnam
• Career Development Opportunity

• Excellent verbal, interpersonal &communication skill

• Attention to details, strong organizational skills

• Knowledge of computers including Microsoft Office products & PMS (Opera & Micros preferred)

• A minimum of two years prior experience in management related hospitality fields is necessary: Butler, Front Office, Food & Beverage

• Must be willing to work varied hours, including nights, weekends, holidays and split shifts (according to the needs of the guests).

• Excellent command of English and Vietnamese (spoken and written) is essential. Knowledge of another foreign language other than the ones mentioned above is an advantage.

• Candidate with Korean/Chinese is preferred.