Guest Service Manager - Meliá Serenity Cam Ranh Beach Resort

“The world is yours with Meliá”Discover a path without limits at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work in several countries and become part of our extended global family.Discover some of the benefits we offer:My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages. My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle. We are seeking a Guest Service Manager to join our team at Meliá Serenity Cam Ranh Beach Resort, based in Cam Lam, Khanh Hoa (Vietnam).MISSIONThe Guest Service Manager is responsible for the department and is responsible for leading the customer service strategy, attending to all customer requests, ensuring excellence in customer satisfaction and committing to the optimisation of financial and human resources under their responsibility.Main ResponsibilitiesManage the Guest Service team, ensuring that they efficiently meet the department’s daily operational processes, always ensuring the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.   Define, develop and implement the customer service strategy, efficiently managing all guest requests and committing to achieving complete satisfaction.  Inform and offer customers services and products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimise the hotel's extra revenues.   Manage customer incidents, following the established protocols.  Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations manuals and identity applicable to their department.   Implement the different customer experience management tools, as well as monitor and analyse the results of the Voice of the Customer, ensuring compliance with the set objectives and creating improvement plans if necessary.  Be knowledgeable of the Sensory Architecture defined for their areas and ensure compliance with it.   Approve material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department’s inventories.  Search and analyse information on the competitors to maintain the hotel positioning.  Research and develop innovative experiences and services that keep the hotel at the forefront.   Manage the hotel's seasonal closure and reopening processes.  Coordinate, implement and analyse the pilots that are determined in their area. RequirementsUniversity degree, preferably Tourism or Hospitality, Marketing or similar;Excellent communication skills; Ability to lead and inspire a team;Proactive problem-solving abilities; Organization and planning skills;3 years in a similar position in the hospitality industry;Fluency in Vietnamese (written and spoken); advanced English required. A third language is an advantage. At Meliá we are all VIPAt Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "Protect Your Application" page.If you want to be “Very Inspiring People“, follow us on:INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR