HOI AN RESORT & SPA

• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Supports navigator team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
• Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
• Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, babysitting, repairs, shopping).
• Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
• Provides check-in and check-out services and handles reservations when needed.
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
• Responds to emergency situations using appropriate procedures.
• Maintains awareness of daily operations and events at the hotel.
• Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures navigator team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Ensuring Exceptional Customer Service
• Assists in ensuring the navigator team provides services that are above and beyond for customer satisfaction and retention.
• Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Supports employees understanding of customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.

• Attractive remuneration packages
• Competitive salary | 13th salary month
• 05 working days | 02 days off per week
• Uniforms and nutritious meals in shifts are provided by the Hotel | Free parking for motorbikes and cars
• Discounted rates apply when using services at properties
• Participating in ultimate phenomenal activities for employees
• National and international training courses
• Periodic health check | Accident insurance 24/7
• Opportunity to grow career at the most luxurious 5-star hotel group in the world.

• High school diploma or higher; 2 years of experience in the guest services, front desk, or related professional area OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required
• Excellent English communication skills (speaking, reading and writing).
• Demonstrated skills in supervising a team.
• Lodging sales experience.
• Hotel industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
• Working knowledge of MS Office (Word, Excel, Power Points) software.

Contact Number +84 235 3753 333 - Ext: 2257: Ms. Linh