Guest Services Supervisor

The Guest Services Supervisor at The Grand Ho Tram oversees the daily operations of the Guest Service Executive and Airport Ambassador Teams in Ho Chi Minh City. This role ensures that all guests receive exceptional service marked by professionalism and precision.

The primary duties include managing the staff roster, engaging with guests, resolving service-related complaints, and stepping in for the Assistant Chief Concierge or Chief Concierge when needed. Additionally, the Supervisor is tasked with training and empowering team members to deliver outstanding service and consistently reach their professional goals.

• Promote Hotel Offerings: Promote hotel outlets, services, and events.
• Optimize Processes: Assist in creating efficient systems and processes for handling guest requests.
• Leadership: Provide engaging leadership that inspires and empowers the Guest Service Executive and Lobby Ambassador teams.
• Set Standards: Communicate guidelines that uphold the highest service standards.
• Collaboration: Maintain strong working relationships with other departments and leaders to encourage feedback and ensure smooth operations.
• Compliance: Ensure all departmental activities align with the company’s business objectives and establish safety and security standards.
• Reporting: Keep leadership informed promptly of any deviations from expected results.
• Accountability: Ensure all areas of responsibility are executed to the highest standards, with proper resource utilization.
• Facility Management: Oversee the maintenance of facilities and equipment, ensuring they are in complete working order.
• Staff Development: Support the training, motivation, and ongoing communication with staff to deliver exceptional service, promoting a culture of accountability.
• Staff Management: Assist in managing staff changes, including vacations, rosters, leaves of absence, etc.
• Interdepartmental Communication: Coordinate with other departments to achieve superior guest satisfaction and efficient use of manpower and facilities.
• Hotel Knowledge: Maintain up-to-date knowledge of hotel availability, room rates, package plans, F&B outlet information, hours of operation, special events, and other relevant details.
• Policy Adherence: Meet attendance guidelines and adhere to all departmental and company policies.
• Additional Duties: Perform other duties as assigned by the management team.

• Experience: One year of department experience preferred.
• Education: Vocational School Certificate required; higher education preferred.
• Skills: Proficiency in Microsoft Office is required.
• Appearance: Must maintain a well-groomed appearance.
• Language: Fluent communication in the primary workplace language, both verbal and nonverbal, is required. Proficiency in English is preferred, with additional skills in Mandarin or Korean encouraged.
• Communication: Strong oral and written communication skills are desired.
• Competencies: Must be organized, capable of multitasking, possess strong problem-solving abilities, and be detail-oriented.
• Teamwork: Ability to build productive relationships with peers and promote teamwork as the standard business practice.