Guest Experience Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Manager

Description

Park Hyatt Saigon is the French mansion by the Opera House, a sanctuary of peace in the middle of one of Asia's most bustling cities.

Amongs 16 awards in the past 4 years, these marvellous achievements are inspiring, acting as beacons of resilience and hospitality for both guests and our local communities:

2021 Best 500 Hotels in the World, Travel and Leisure

2020 Best Hotel Makeovers in Asia, Best of the Decade Awards, Smart Travel Asia

2019 The Top 100 Hotels in the World, Travel and Leisure

2019 The 10 Best City Hotels in Asia, Travel and Leisure

Our strategy is to make a difference in the lives of all those we touch - colleagues, guests, operators, community members and shareholders alike.

We care for people so they can be their best. This is demonstrated in our values of Respect, Integrity, Humility, Empathy, Creativity and Fun. At Park Hyatt Saigon our aim is to create energizing experiences that connect our guests to who and what matters to them most. We are passionate about fostering connections, the place for any and every occasion and a one-stop experience.

We will continue to enhance the quality of the products craftsmanship with the willingness to create objectively a world 'finest product' and promise exceptional quality , continue creating and enhancing the hotel to ensure Park Hyatt Saigon can carry out its future vision is to become a landmark, one of the world's legendary great hotels.

In order to achieve this grand mission, it's greatly thanks to our talents who are experienced, well trained, and deeply focused on the hotel's future goals and position.

Currently, we are seeking an experienced position Guest Experience Manager to join Park Hyatt Saigon to join and continue with us in our significant journey.

Main Duties:

Customer Service

• To pro-actively build relationships with guests on behalf of the hotel through by involving the management team and the guest experience ambassadors and Representatives by way of introduction at key touch points such as arrival and departure, social spaces, drinking and dining, and events. To assign the management team members as guest contacts during their stays and visits to events and outlets.

• To maintain a presence in key areas of the hotel during times of guest movements, including but not limited to arrival & departure, meal times, special events, and other peak times

• To frequently evaluate the processes in Guest Services and the rest of the hotel and come up with new and innovative ways to deliver rare and intimate experience to our Guests

• To ensure that all Guest Services ambassadors, representatives and associates deliver the brand promise - service touches and signature experiences - and provide exceptional guest service at all times.

• To ensure that Guest Services employees also provide excellent service to internal customers as appropriate.

• To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.

• To ensure that all Guest Services employees are aware of current promotions, policies and other important information.

• To ensure that all Guest Services employees are familiar with the hotel's products and services.

• To implement consistent guest recognition programs and maintain a relevant guest history database.

• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• To spend time in Guest Services areas during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.

• To ensure that guest history records are accurately maintained

Personnel

• To assist in the recruitment and selection of all Guest Services employees. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.

• To oversee the punctuality and appearance of all Guest Services employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.

• To conduct annual Performance Development Discussions with Guest Services employees, to support them in their professional development goals.

• To plan and implement effective training programs for all Guest Services employees in coordination with the Training Manager and Departmental Trainers.

• To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.

• To develop the skills and effectiveness of all Guest Services employees through the appropriate training, coaching, and/or mentoring.

• To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.

• To encourage employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

• To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.

• To ensure that employees have a complete understanding of and adhere to employee rules and regulations.

• To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

• To feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.

Marketing

• To maintain frequent communication with the Brand Marketing Manager to ensure both are aware of developments inside and outside the hotel in terms of Guest Experiences and feedback.

• To obtain information from the Brand Marketing Manager regarding trends in the local community, including knowledge of key influencers, celebrities, politicians, diplomats and other dignitaries

Operational

• To coordinate between departments in order to monitor each guest touch point, especially the Housekeeping Butlers, Food & Beverage, and Front Office.

• To monitor service standards in general, working through the respective Head of Department to take corrective action where necessary.

• To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.

To ensure that all V.I.P. and long stay guests are met on arrival by the appropriate hotel representative.

• To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

• To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

• To make sure that Guest Services employees work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".

• To ensure that all guest details are entered correctly in accordance with the principles of clean data.

• To be aware of new market trends and service(s) offered by competitor hotels and the industry in general, to "be one step ahead" where appropriate.

Administration

• To oversee and assist in the preparation and update of the Guest Services Departmental Operations Manual.

• To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

Financial

• To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• To ensure that the Guest Services operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.

• To assist in the preparation of the Annual Business Plan.

• To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Other Duties

• To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including tour operators and local travel agents.

• To read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

• To attend training sessions and meetings as and when required.

• To carry out any other reasonable duties and responsibilities as assigned.

Core Skills

• Produces Quality Work

The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt's standards and processes

• Achieves Results

The ability to identify priorities, solve problems, produce desired results and be accountable for commitments

• Promotes Teamwork and Collaboration

The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.

• Communicates Effectively

The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.

• Shows Initiative and Resourcefulness

The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically

• Focuses on Customers

The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction

Leadership Expectations

• Living Hyatt's Values

Demonstrating behaviors consistent with Hyatt's Core Values

• Demonstrating a Passion for Service

Creating a positive impact by passionately serving others

• Translating Hyatt's Mission to Action

Defining a plan to achieve Hyatt's mission and successfully acting on it

• Inspiring Others

Bringing others along to achieve common goals.

• Encouraging Change

Demonstrating a vested interest in building Hyatt's brand and acting as an owner to advance Hyatt's success.

• Promoting Learning

Demonstrating a thirst for knowledge and providing expertise to others to enhance their skills and abilities.

We can offer you

Hyatt is a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. We could bring you the followings:

For expat:

International, professional and friendly 5-star working environment

Attractive package

Complimentary accommodation at selected Hyatt properties worldwide

Learning and development opportunities

Discount 50% for F&B service at our restaurants

2 complimentary meals per working shift at Associate Canteen

Associates Social Space - THE HOME with workout machines, coffee corner, relaxation area, game corner
(Designed by colleagues for colleagues)

Qualifications
Core Skills

• Produces Quality Work

The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt's standards and processes

• Achieves Results

The ability to identify priorities, solve problems, produce desired results and be accountable for commitments

• Promotes Teamwork and Collaboration

The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.

• Communicates Effectively

The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.

• Shows Initiative and Resourcefulness

The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically

• Focuses on Customers

The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction

Leadership Expectations

• Living Hyatt's Values

Demonstrating behaviors consistent with Hyatt's Core Values

• Demonstrating a Passion for Service

Creating a positive impact by passionately serving others

• Translating Hyatt's Mission to Action

Defining a plan to achieve Hyatt's mission and successfully acting on it

• Inspiring Others

Bringing others along to achieve common goals.

• Encouraging Change

Demonstrating a vested interest in building Hyatt's brand and acting as an owner to advance Hyatt's success.

• Promoting Learning

Demonstrating a thirst for knowledge and providing expertise to others to enhance their skills and abilities.