Guest Service Supervisor - Meliá Serenity Cam Ranh Beach Resort

We are seeking a Guest Service Supervisor to join our team at Meliá Serenity Cam Ranh Beach Resort, based in Cam Lam, Khanh Hoa (Vietnam).MISSIONThe Guest Service Supervisor complies with the daily operations of the department, attending all customer requests and committing to achieve excellence in customer satisfaction.Main ResponsibilitiesSupervise the Guest Service team, ensuring that they efficiently comply with the department's daily operational processes, always ensuring the customer experience, customising their stay, anticipating their needs and exceeding their expectations.Oversee that the established customer service strategy is adhered to, efficiently handling all guest requests and committing to achieving total guest satisfaction.Supervise that the team 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.Supervise the correct use of the different customer experience management tools, as well as the Voice of the Customer results, ensuring compliance with the objectives set and supporting the supervision of improvement plans if necessary.Be knowledgeable of the Sensory Architecture defined for their areas and ensure compliance with it.Place material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department’s inventories. RequirementsBachelor’s degree in Tourism, Hospitality Management, Marketing, or a related field (preferred)Strong communication skillsProactive problem-solving abilitiesOrganization and planning skills2 years in a similar position in the hospitality industryFluent local language (written and spoken); advanced English required. A third language is an advantage.