Guest Experience Supervisor - Grand Tower Lounge Supervisor
Công ty: Sheraton Saigon Grand Opera Hotel
Địa điểm: Hồ Chí Minh
Mức lương: 14 - 20 Triệu. VNĐ
Loại hình: Toàn thời gian
Mô tả công việc
- Supervise the daily operations of the Grand Tower Lounge, including breakfast, afternoon tea, and evening cocktail service.
- Greet, welcome, and ensure personalized attention for all Lounge guests, with particular care for VIPs, repeat guests, and Marriott Bonvoy members.
- Monitor guest satisfaction and take proactive actions to resolve complaints or service issues promptly.
- Ensure that all food & beverage offerings, cleanliness, and ambiance meet Sheraton and Marriott standards.
- Coordinate with Culinary and F&B teams to ensure smooth service delivery and quality consistency.
- Oversee the preparation of daily guest arrival lists, amenities, and special requests.
- Supervise and motivate the Lounge team to provide warm, anticipatory, and professional service.
- Conduct daily briefings to share guest preferences, room status updates, and hotel activities.
- Train associates on brand standards, upselling techniques, and guest engagement.
- Evaluate team performance and provide coaching to maintain service excellence
- Maintain accurate guest records, feedback reports, and incident logs.
- Oversee inventory control for Lounge supplies, minibar, and amenities.
- Prepare daily and monthly reports on Lounge operations, guest satisfaction, and performance metrics.
- Assist in managing departmental budgets and controlling costs while maintaining service quality.
- Liaise with Front Office, Housekeeping, Engineering, and F&B departments to ensure seamless guest experiences.
- Coordinate with Sales & Marketing and Executive Office for VIP arrivals and special events.
- Handle guest correspondence and ensure timely response to inquiries.
Yêu cầu công việc
- Bachelor’s degree or diploma in Hospitality Management or related field.
- Minimum 2 years of supervisory experience in Front Office, Guest Relations, or Club Lounge in a 4–5-star international hotel.
- Strong leadership, interpersonal, and communication skills.
- Fluent in English (both spoken and written); proficiency in other languages is a plus.
- Well-groomed, professional appearance, and confident demeanor.
- Strong problem-solving, multitasking, and guest-handling skills.
- Knowledge of Opera PMS and Microsoft Office applications.
Quyền lợi
- Competitive salary and benefits package based on experience and performance.
- Complimentary uniform, laundry, and parking service.
- Two meals per working day.
- 24/7 Accident Insurance coverage.
- Access to professional training and career development programs.
- Opportunities to work in a dynamic, diverse, and international environment.
- Participation in staff events, company trips, and team-building activities.
- Employee recognition and award programs.
- Clear career advancement opportunities.