Guest Service Manager - Melia Serenity Cam Ranh Beach Resort (pre-opening)

“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 😉 

Mission:
The Guest Service Manager is responsible for the department and is responsible for leading the customer service strategy, attending to all customer requests, ensuring excellence in customer satisfaction and committing to the optimisation of financial and human resources under their responsibility.

Main Responsibilities:
•    Manage the Guest Service team, ensuring that they efficiently meet the department’s daily operational processes, always ensuring the customer experience, personalising their stay, anticipating their needs and exceeding their expectations. 
•    Define, develop and implement the customer service strategy, efficiently managing all guest requests and committing to achieving complete satisfaction.
•    Inform and offer customers services and products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimise the hotel's extra revenues. 
•    Manage customer incidents, following the established protocols.
•    Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations manuals and identity applicable to their department. 
•    Implement the different customer experience management tools, as well as monitor and analyse the results of the Voice of the Customer, ensuring compliance with the set objectives and creating improvement plans if necessary.
•    Be knowledgeable of the Sensory Architecture defined for their areas and ensure compliance with it. 
•    Approve material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department’s inventories.
•    Search and analyse information on the competitors to maintain the hotel positioning.
•    Research and develop innovative experiences and services that keep the hotel at the forefront. 
•    Manage the hotel's seasonal closure and reopening processes.
•    Coordinate, implement and analyse the pilots that are determined in their area.

Requirements:
•    Education and training: university degree, preferably tourism or hospitality, marketing or similar.
•    Languages: Fluent Vietnamese in both speaking & writing. Advanced English. A third language would be an asset.
•    Specific knowledge: 
o    Knowledge of hotel management tools. 
o    Knowledge of telephone service management. 
o    Basic financial knowledge. 
o    Knowledge of hotel operations 
o    Ability to lead and inspire a team. 
o    Vocation for service.  
o    Analytical capabilities. 
 

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.

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