Guest Experience Manager - Movenpick Phu Quoc

Company Description

Mövenpick Resort Waverly Phu Quoc and Mövenpick Villas & Residences Phu Quoc is a vibrant beachfront destination on the stunning island of Phu Quoc, Vietnam. Boasting over 700 accommodations, including residences, villas, and hotel rooms, the property offers a private beach and an array of exceptional amenities. Guests can indulge in diverse culinary experiences at our all-day dining and specialty restaurants, relax at the beach club, or enjoy premium offerings in our lounge and snack areas.

With versatile event spaces, including ballrooms, meeting rooms, and outdoor venues, the resort is ideal for hosting a wide range of gatherings, from intimate meetings to grand celebrations. Recreational highlights include four expansive swimming pools, two kids’ pools, a serene spa and wellness center, a kids’ club, and a variety of entertainment and sports activities. Mövenpick Phu Quoc ensures a memorable experience for every guest.

Job Description

Position Overview:
The Guest Experience Manager is responsible for delivering exceptional guest satisfaction by overseeing all aspects of the guest journey, ensuring personalized and memorable experiences at our beachfront resort. This role is pivotal in creating a culture of service excellence, coordinating cross-departmental efforts, and addressing guest feedback to enhance overall satisfaction and loyalty.

Key Responsibilities:

1. Guest Relations & Satisfaction:

   • Act as the main point of contact for all guests, addressing inquiries, concerns, and feedback in a professional and timely manner.
   • Welcome VIP and repeat guests personally, ensuring their preferences are noted and addressed during their stay.
   • Regularly interact with guests in public areas to anticipate their needs and ensure a positive experience.

2. Service Excellence:

   • Develop and implement guest service standards and training programs to ensure a consistent high level of service.
   • Conduct regular audits of service quality across departments to identify and address gaps.
   • Collaborate with the front office, F&B, housekeeping, and other departments to enhance the overall guest experience.

3. Complaint Resolution:

   • Investigate and resolve guest complaints effectively, balancing guest satisfaction with the resort's operational goals.
   • Analyze patterns in feedback to identify recurring issues and work with management to implement improvements.

4. Team Leadership & Training:

   • Lead and inspire the guest experience team, fostering a culture of teamwork and hospitality.
   • Conduct regular training sessions for staff to improve service delivery and guest interaction skills.

5. Guest Engagement Initiatives:

   • Develop and execute programs, events, and activities to enhance the guest experience, emphasizing local culture and the resort's unique offerings.
   • Collaborate with the marketing team to promote guest engagement initiatives via digital channels.

6. Reporting & Feedback Analysis:

   • Monitor guest satisfaction metrics, including online reviews, surveys, and feedback forms.
   • Prepare and present regular reports to the management team, outlining trends, areas for improvement, and action plans.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum 3–5 years of experience in a guest-facing role, preferably in a luxury or beach resort setting.
• Exceptional interpersonal and communication skills, with the ability to build rapport with diverse guest demographics.
• Strong problem-solving abilities and conflict resolution skills.
• Proficiency in hotel management systems and guest feedback tools.
• Fluent in Vietnamese and English; additional languages (Korean, Chinese, etc.) are a plus.

Personal Attributes:

• Warm and approachable demeanor with a genuine passion for guest service.
• Creative thinker with the ability to design unique guest experiences.
• Strong organizational and multitasking skills, capable of thriving in a fast-paced environment.
• Attention to detail and a proactive approach to enhancing service delivery.