Guest Service Manager - Melia Ho Tram Beach Resort

“The world is yours with Meliá” 

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family 🚀

Discover some of the benefits we offer:

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.

• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you 😉 

We are looking for Guest Service Manager - Melia Ho Tram Beach Resort

Mission:

Responsible for creating the best customer experience, (through an exceptional, cordial and sincere service.) ensuring their satisfaction and loyalty. Interacts with customers to exceed their expectations and increase their satisfaction and loyalty. Guarantees that the whole team of the hotel knows and respects the Service Culture and Brand Standards.  

Main responsibilities:

1.    To make sure to have enough staff to face the volume of daily work 
(authorized) in relation of the percentage of occupancy.
2.    To promote the attitude of professionalism, courtesy and service among the staff.
3.    To assist guests and to compliance in a strict manner the policies, standards, rules, discipline, consistency, personal hygiene and safety set by the hotel.
4.    To ensure that service to the guests, in relation to requests and reporting room’s issues or others are carried out according to established procedure that requires monitoring to solve the problem or provide the requested service.
5.    To ensure that the team provide the guests with real faithful information about hotel, services and facilities, the tourist attractions of the town and its surroundings, promoting mainly the hotel’s activities and upselling them when possible.
6.    Check daily attendance of their staff, reporting any absence and / or delay to Human Resources and Gex Director.
7.    Daily monitoring and review of the Guest Comment Log.
8.    Check daily the status of the list of VIPs and ensure they are met with accuracy, precision, dedication and punctuality all instructions or requests regarding reservations, room assignment, airport services, amenities, hospitality, and others.
9.    Establish greater interdepartmental communication to strengthen internal services: maintaining a relaxed and good relationship with the departments Group, Sales, Housekeeping, Reception, Food & Beverage, Reservation, Security and Maintenance.
10.    Communicate to GEX Director any situations or circumstances that may adversely affect the satisfaction of guests or image Hotel.
11.    Support with training of the staff, ensuring that all the concepts of the Company and the Department have been understood and the goals are clear to everyone.
12.    Promote and encourage guest to share their experience on OTA channels and Guest Satisfaction Survey in order to accomplish with our quality results.
 

Main requirements:

• Bachelor’s degree in Hospitality Management, Tourism, or a related field.
• Fluent in Korean & English.
• Knowledge of hotel management tools.
• Knowledge of telephone service management.
• Public Relations and Customer Service.
• Ability to lead and inspire a team.
• Excellent communication skills.
• External: 3 years in a similar position.
• Internal: At least 2 years’ experience in the Guest Service or Guest Experience department.

At Meliá we are all VIP 🌟

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible. 

If you want to be “Very Inspiring People“, follow us on: 

INSTAGRAM – TIKTOK – LINKEDIN – INDEED – GLASSDOOR