Assistant Manager, Guest Service Centre

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Ensure guest inquiries, requests, and complaints are resolved promptly, professionally, and effectively.
Assist with staff scheduling, training, performance management, and team development initiatives.
Oversee the professional handling of all incoming and outgoing calls, messages, wake- up calls, and related communication services.
Analyze operational performance, guest feedback, and key performance indicators (KPIs) to identify improvement opportunities.
Support recruitment, onboarding, and development initiatives to strengthen team capability and succession readiness.
Ensure accurate records and effective communication within the department and with other hotel teams.
Collaborate with other departments to enhance operational effectiveness and deliver an outstanding guest experience.
Monitor service standards, response times, call handling performance, and guest satisfaction levels to drive continuous service improvement.
Review guest feedback, service trends, and operational challenges to identify improvement opportunities.
Assist Manager, Guest Service Centre in overseeing the daily operations of the Guest Service Centre, ensuring exceptional guest service and operational efficiency.
Ensure compliance with hotel policies, procedures, and service standards.
Supervise, coach, and support team members to achieve departmental goals and maintain high service standards.
Act on behalf of the Manager, Guest Service Centre in her absence and ensure smooth departmental operations.
Assist in training, scheduling, and performance management of team members.

Strong leadership, communication, problem- solving, and team management skills.
Strong knowledge of Guest Service Centre operations, call handling procedures, and luxury hospitality service standards.
Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
Excellent command of spoken and written English; proficiency in additional foreign languages is an advantage.
Proficient in PABX systems, Microsoft Office applications, and hotel property management systems.
Ability to work under pressure in a fast- paced hospitality environment while maintaining high service standards.
Minimum 5 years of experience in Front Office, Guest Services, Guest Service Centre, or related hotel operations, including at least 3 years in a supervisory role.

Working transportation to Da Nang and Hoi An
Accommodation: Hoiana Village
Attractive Hoiana employee in- house rates
Competitive salaries, additional medical insurance and others
Attractive Hoiana employee in- house rates
Intensive career development

Cập nhật gần nhất lúc: 2026-07-06 18:20:03