Director of Guest Services - Giám đốc Tiền sảnh

Guest Experience Management
• Monitor guest feedback through online platforms and internal surveys to improve service quality.
• Ensure exceptional guest service standards are consistently delivered across all guest contact areas.
• Handle VIP guests, special requests, and guest complaints with professionalism and efficiency.
• Develop personalized guest experiences to enhance guest satisfaction and loyalty.
Operational Management
• Ensure smooth coordination between guest service departments and other hotel departments.
• Oversee daily operations of Front Office, Concierge, Bell Desk, Guest Relations, and Transportation services.
• Implement service procedures and ensure compliance with brand standards and hotel policies.
Team Leadership
• Ensure adequate staffing levels and effective scheduling.
• Conduct performance evaluations and provide coaching to improve team performance.
• Lead, train, and develop the Guest Services team to maintain a professional and service- oriented culture.
Quality & Service Standards
• Ensure service recovery procedures are effectively applied.
• Maintain luxury hospitality standards consistent with 4–5 star hotel operations.
• Conduct regular service audits and implement improvement plans when necessary.
Revenue & Business Performance
• Monitor departmental budgets, expenses, and operational efficiency.
• Collaborate with Sales, Marketing, and Revenue teams to enhance guest experience initiatives.
• Support revenue optimization through upselling and cross- selling opportunities.

• Excellent guest service mindset with strong attention to detail.
• Strong leadership, communication, and problem- solving skills.
• Minimum 5–8 years of experience in Front Office or Guest Services in 4–5 star hotels or luxury resorts, with at least 3 years in a leadership role.
• Fluent in English (additional languages are an advantage).
• Strong knowledge of hotel PMS systems and guest service standards.
• Bachelor’s Degree in Hospitality Management, Hotel Management, or related field.

• Other benefits according to company policies.
• Service charge and performance bonus.
• Professional development opportunities.
• Competitive salary package.

Cập nhật gần nhất lúc: 2026-03-31 00:40:02