[BANYAN] FO_Guest Experience Supervisor/ Asst. Manager

At Garrya Mù Cang Chải, part of Banyan Group, we believe that every role contributes to creating meaningful experiences rooted in purpose, wellbeing, and authentic connection. More than just a workplace, we are a sanctuary where thoughtful design, mindful living, and genuine care come together.As a member of our team, you are not simply performing a job — you are shaping journeys, elevating traditions, and bringing our brand philosophy to life in every interaction. From behind- the- scenes operations to guest- facing moments, every detail you contribute helps create a sense of calm, balance, and belonging for those we serve.
We are looking for individuals who share our passion for excellence, creativity, and heartfelt service — those who take pride in crafting experiences that leave a lasting impression.
Key Responsibilities:

Coordinate closely with Front Office, Housekeeping, F&B, and other departments to ensure seamless service delivery.
Maintain up- to- date knowledge of resort facilities, services, and local experiences to better engage with guests.
Ensure all VIPs, repeat guests, and special requests are properly prepared and executed.
Train, coach, and develop team members to improve service skills and guest engagement.
Handle guest feedback, complaints, and service recovery in a timely and professional manner, ensuring guest satisfaction.
Analyze guest feedback, online reviews, and survey results to drive continuous improvement initiatives.
Ensure compliance with service standards, policies, and procedures.
Assist management with special projects, audits, and initiatives related to guest experience.
Support in creating and implementing guest engagement programs, activities, and experiences.
Monitor guest journey touchpoints and identify opportunities to enhance overall guest experience.
Act as a role model in grooming, professionalism, and guest interaction at all times.
Oversee daily guest experience operations to ensure service excellence and alignment with brand standards.
Lead and supervise the Guest Experience team, ensuring consistent delivery of personalized and anticipatory service.
Prepare reports on guest feedback, service performance, and improvement actions.

Requirements:

Positive attitude, adaptable, and willing to learn
Well- organized with attention to detail
Strong interpersonal and communication skills
Ability to work flexible hours when required
Good English communication skills (spoken and written)

Fresh graduates are welcome for entry- level positions
1–3 years of relevant working experience (hospitality or related fields preferred)
Experience in international or luxury environments is an advantage
Basic understanding of service standards and customer experience

Structured development programmes for supervisory level, including UPLIFT and Essential English online learning.
Officer Check allowance.
100% Service charge, effective from the probation period.
12 days annual leave; 2 day- offs per week.
Insurance as labor law (applies from the starting date).
Health Care Insurance (24/7), accident insurance (apply from the starting date).
Monthly participation in Banyan Group’s 8 Pillars of Wellbeing programme.
Access to gym facilities.
Staff accommodation is provided.
Annual bonus & 13th- month salary (subject to business performance).
Salary is competitive.
Uniforms and meals are provided.
Minimum USD 3,000 annual spending on Banyan Group complimentary stays.
Learning & development opportunities through Banyan Academy, aligned with Banyan Group standards.

Cập nhật gần nhất lúc: 2026-05-08 12:45:02