Guest Relation Supervisor/ Giám sát Quan hệ khách hàng

Responsibilities:
VOICE OF THE GUEST (VOG)

Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
Manage responses to all guest feedback, as per Accor Hotel recommendation
Conduct weekly HOD meeting to communicate performance, support and follow up on action plans
Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: Trustyou, Accor Customer Digital Card, Tripadvisors…)
Focuses on guest satisfaction when identifying business improvement opportunities

BRAND ASSURANCE AND QUALITY PROGRAM

• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
Is fully knowledgeable about the MGallery brand essentials (standards), checks and ensures full implementation across all departments
Take the initiative to actively implement daily / weekly cross- department assessments and appoint staff and empower them in doing the task
Review and follow up on action plans proposed by each department post- mystery audit
In charge of ALLSAFE program. Fully knowledgeable about the ALLSAFE Standards, checks and ensures full implementation across all departments

Work closely with front office team to reinforce guest recognition program and ensure guest references are updated on Accor Customer Digital Card per Accor Guidelines
Has regular and close interactions with hotel guests to collect feedbacks and ideas
Ensure VIP guests’ experience meet expectation from pre- arrival to departure
Developing new guest experience projects to increase guest satisfaction
Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to

Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
Passion for people and for best- in- class service
Experience in partnering and working closely with different stakeholders at various levels
Bachelor’s Degree in Hospitality or related areas;
Perfectly fluent in English and local language, another language a plus

Working with an experienced team at an iconic property located in one of Vietnam&039;s most livable and famous tourist cities.
Employee benefit card offering discounted rates in Accor Hotels worldwide.
Attractive local package.
Develop your talent through learning programs by Accor Academy.

Cập nhật gần nhất lúc: 2026-04-16 13:55:05