Guest Service Supervisor - Meliá Serenity Cam Ranh Beach Resort

“The world is yours with Meliá” 

Discover a path without limits at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work in several countries and become part of our extended 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.

We are seeking a Guest Service Supervisor to join our team at Meliá Serenity Cam Ranh Beach Resort, based in Cam Lam, Khanh Hoa (Vietnam).

MISSION

The Guest Service Supervisor complies with the daily operations of the department, attending all customer requests and committing to achieve excellence in customer satisfaction.  

MAIN RESPONSIBILITIES

• Supervise the Guest Service team, ensuring that they efficiently comply with the department's daily operational processes, always ensuring the customer experience, customising their stay, anticipating their needs and exceeding their expectations.   
• Oversee that the established customer service strategy is adhered to, efficiently handling all guest requests and committing to achieving total guest satisfaction.  
• Supervise that the team 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.   
• Supervise the correct use of the different customer experience management tools, as well as the Voice of the Customer results, ensuring compliance with the objectives set and supporting the supervision of improvement plans if necessary.  
• Be knowledgeable of the Sensory Architecture defined for their areas and ensure compliance with it.   
• Place material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department’s inventories. 

REQUIREMENTS

• Bachelor’s degree in Tourism, Hospitality Management, Marketing, or a related field (preferred)
• Strong communication skills
• Proactive problem-solving abilities
• Organization and planning skills
• 2 years in a similar position in the hospitality industry
• Fluency in Vietnamese (written and spoken); advanced English required. A third language is an advantage.

At Meliá we are all VIP

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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