Guest Experience Manager

Our company manages a fast-growing collection of homestays and mini-hotels in Ho Chi Minh City.

We’re looking for a guest experience manager to build our guest experience team and processes. The goal is to have each guest experience exceed expectations on every level.

You and your team will be responsible for interacting directly with guests and working closely with our internal teams to deliver consistently excellent service. The team will have to anticipate, respond to and resolve all guest inquiries and requests.

If you are a hard-working, independent, CUSTOMER-FOCUSED problem solver, then this is the position for you.

This is what you will be doing:

Day-to-day:
-Be the first point of contact for all our guests via phone, email and chat
-Own the reservations process from start to finish
-Checking each room before checkin to ensure rooms are ready for guests
-Checking each room after checkout for problems or damage
-Respond to, troubleshoot, and resolve guest issues in a timely and positive manner
-Learn the ins and outs of our travel business so you can handle any questions guests have
-Have an understanding of the local market (restaurants, cafes, events, etc.) so you can act as a concierge for the guest
-Compile, monitor and analyze customer feedback and create action plans for improvement
-Coordinate with housekeeping and maintenance to ensure all our units are maintained in excellent condition

Long-term:
-Hire, train and manage a small team of guest experience staff
-Design unique, clear and consistent standard operating procedures for guest interaction and customer service
-Develop internal processes, guidelines and checklists to ensure that guest complaints are minimized and guest satisfaction is maximized

-University graduate
-3+ years of experience with English-speaking guests (hotel or tourism experience a PLUS)
-Personable and outgoing. You must be PASSIONATE about interacting with guests from around the world
-Able to guest complaints with calmness and understanding
-Able to speak, write and understand English at a high level (fluency in Chinese or Korean a plus)
-Prior experience leading a small team
-Comfortable with computers, internet, and online and mobile apps (experience with Airbnb, Booking, Agoda platforms a PLUS)
-Creative problem-solving skills
-Attention to detail
-Able to adapt to a fast-paced work environment
-Must be able to work independently (you will be out of the office often)
-Flexible work hours (there may be work in the evening or weekends depending on guest needs)
-Sense of humor
-Own a reliable mode of transportation (you will be going around to different locations during the day)

- Potential for profit sharing
- Flexible, unlimited vacation policy
- Company phone

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