Assistant Manager - Guest Experience

Job description

Park Hyatt Saigon occupies a prime position in central Ho Chi Minh City in Vietnam (District 1), overlooking the elegant Opera House on Lam Son Square. The premier hotel in Ho Chi Minh City is within reach of boutique shops, restaurants, and parks. There are plenty of recommended shopping hot spots and things to do within walking distance of our hotel in Saigon District 1, including the historic Dong Khoi Street and Le Thanh Ton Street.

Among 18 awards in the past 6 years, these marvelous achievements are inspiring, acting as beacons of resilience and hospitality for both guests and our local communities:

2023 The 15 Best City Hotels in Asia, Travel and Leisure World’s Best Awards

2023 Best City Hotels in Vietnam, Travel and Leisure Luxury Awards Asia Pacific

2023 Best 500 Hotels in the World, Travel and Leisure

2023 Forbes Travel Guide – Star Awards Winners

Our strategy is to make a difference in the lives of all those we touch — colleagues, guests, operators, community members and shareholders alike.

We care for people so they can be their best. This is demonstrated in our values of Empathy, Integrity, Respect, Inclusion, Experimentation, Wellbeing. At Park Hyatt Saigon our aim is to create energizing experiences that connect our guests to who and what matters to them most. We are passionate about fostering connections, the place for any and every occasion and a one-stop experience.

We will continue to enhance the quality of the products craftsmanship with the willingness to create objectively a world ‘finest product’ and promise exceptional quality, continue creating and enhancing the hotel to ensure Park Hyatt Saigon can carry out its future vision is to become a landmark, one of the world's legendary great hotels.

In order to achieve this grand mission, it’s greatly thanks to our talents who are experienced, well trained, and deeply focused on the hotel’s future goals and position.

Currently, we are seeking an experienced Assistant Manager – Guest Experience to join Park Hyatt Saigon to join and continue with us in our significant journey.

JOB DESCRIPTION

Customer Service

· Investigate who are our guests by contacting other Hyatt properties, searching on internet, using other resources at hand.
· Assists in greeting and escorting VIP and Long Stay guests and ensures that all the hotel associates provide attentive services to them at all times.
· To ensure that guest history records are accurately maintained, all repeat guests are pre-registered and GEM notes are shared.
· Make sure the necessary service recovery is provided when required to ensure that our Guests issues have promptly been resolved and their expectations have been met & exceeded.
· Personally interact with We Care guests or returned V8 guests to ensure that they are kept happy customers.
· Personally and frequently interact with guests and confirm that they are receiving the best possible service during their stay with us.

Operational

· Ensures to do spot checks of daily arrival VIP rooms, special request rooms and long stay guest rooms.
· To Champion the GEM project in the Hotel by improving the usage and obtaining of guest’s preferences within all guest contact departments.
· To ensure that HySat Net Promoter Score (NPS) of the Front Office Team is achieving the target on monthly basis.
· To focus and improve the score of Hysat “Remembers me and my preferences” along with effective use of the GEM.
· Prepare weekly VIP 1, 2, 3, CC, LGL, GLOB, EXP, DIS report 6 days prior and 3 days prior to arrival to ensure advance preparation of special requests.
· Once a week, check Medallia Response to understand guest feedback and conduct refreshment training with Front Office Team accordingly.
· Ensures that all VIP and long stay guests are met on arrival in person or together with Front Office Manager or RDM.
· To ensure that all daily arrival (V.I.P. rooms / special request rooms / long stay guest rooms etc. ) are pre-blocked in advance,. Housekeeping and Room service is notified of the room allocation and each room is prepared with the appropriate welcome amenities along with welcome letter.
· Responds to the room results of the HySat reports and ensures that the following actions are thoroughly implemented:
· Positive comments: Share with all associates during briefing
· Passive comments: Need to review with Front Office Manager/ Coaches for improvement opportunities.
· Negative comments: Discuss with Front Office Manager
· Presence should always be in the front of house during lobby presence time defined by RDM.

Personnel

· Conducts bi-monthly Performance Development Discussions with Host team associates and supports them in their professional development goals.
· Develops the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and or mentoring.
· Conduct and supervise checking test to ensure Front Office associates are respecting Forbes standards
· Conduct and supervise random quality check to ensure Front Office associates have a good knowledge of room’s packages benefits.
· Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

Other Duties

· Ensures high standards of personal presentation and grooming at all times.
· Maintains good relationship with all hotel guests and employees.
· Carries out any other reasonable duties as assigned or instructed by the Front Office Manager or Room Division Manager.

WHAT YOU CAN EXPECT

Hyatt is a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. We could bring you the followings:

DE&I, care-driven culture, and collaborative, team-driven environments

Professional learning and development opportunities

Associates Social Space (Designed by colleagues for colleagues) and Associate Social Activities

Complimentary 2 duty meals per working shift and team menu designed by our Chef once per week

Be provided uniform and laundry service

Discount 50% for F&B service at our restaurants

Complimentary accommodation at selected Hyatt properties worldwide

Free parking at our associate parking area

Desired profile

Qualifications :

Work experience in Customer Service, Front Office/ Front Service

Work experience in a luxury hotel or in an international hotel chain

A diploma in hospitality management or any hospitality-related field

Great problem solving, organizational, analytical, and coordinating abilities

Excellent communication skills and great interpersonal skills

Ability to work as part of a team

Strong knowledge of Customer Service management

Great leadership skills