Guest Service Manager

Position Summary:

The Guest Service Manager is a pivotal role responsible for ensuring an exceptional and memorable experience for all guests from arrival to departure. This role leads, motivates, and develops the Guest Service team, overseeing all aspects of the Front Desk, Concierge, and Bell Services operations. The Guest Service Manager is the primary point of contact for VIPs and handles guest feedback, including complaints and compliments, with professionalism and a commitment to resolution. They embody the resort's service philosophy and strive to exceed guest expectations at every opportunity. 

Key Responsibilities:
 

Guest Experience Excellence:

• Oversee and actively participate in the daily operations of the Front Office, Concierge, and Bell Services to ensure seamless and efficient service delivery.
• Proactively anticipate guest needs and preferences, and ensure personalized service is provided to all guests, especially VIPs, long-stay guests, and special occasions.
• Handle guest inquiries, requests, and complaints promptly, courteously, and effectively, escalating issues to the appropriate department or management when necessary.
• Monitor guest feedback channels (e.g., surveys, online reviews) and implement strategies for continuous improvement.
• Act as a visible presence in the lobby and public areas, engaging with guests and fostering a welcoming atmosphere.
• Coordinate special requests such as amenities, room changes, and wake-up calls.

Team Leadership & Development:

• Lead, mentor, train, and develop a high-performing Guest Service team, fostering a culture of excellence, teamwork, and accountability.
• Conduct regular performance reviews, provide constructive feedback, and identify training needs.
• Develop and implement training programs on service standards, resort policies, and product knowledge.
• Schedule team members effectively to ensure optimal coverage and service levels.
• Promote a positive and supportive work environment.

Operational Management:

• Ensure all Front Office procedures, including check-in/check-out, billing, and key control, are adhered to with accuracy and efficiency.
• Manage cash handling procedures and ensure accurate daily reconciliation.
• Oversee the management of room inventory and ensure accurate room assignments.
• Collaborate with other departments (Housekeeping, F&B, Engineering, Sales) to ensure seamless guest service and operational efficiency.
• Maintain a thorough knowledge of resort facilities, services, and local attractions.
• Ensure compliance with all health, safety, and security regulations.

Revenue & Cost Control:

• Identify opportunities to upsell and cross-sell resort services and amenities.
• Monitor and manage departmental expenses within budget.

• Creates 100% guest satisfaction by providing the Yes I Can! Experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.

• Attends any training programs as directed or requested.

• Perform other tasks as assigned by superiors.

• Career development path and working environment with the professional international Radisson group
• Receive 100% salary and 50% service fee during the probationary period
• Attractive service fee
• Fuel allowance
• Accomodation for employees living far away
• Shuttle bus for employees in Nha Trang

• Graduating from university and higher
• Have a degree or certificate related to the profession.
• Have at least 02 years of experience working in a similar position at a 4-5 star hotel/resort.
• Being perfect in leadership, proactive and an extrovert.
• Being fluent in English; being able to using other language.
• Being proficient in office informatics, hotel management software.
• Being proficient in office informatics, hotel management software.
• Being good at managing.
• Having high team spirit.
• Having ability to orient guests, spirit of service.
• Being able to work independently under high pressure.
• Being creative and innovative.
• Having good presentation skill.
• Arranging work and coordinating with colleagues well.

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