Saigontourist ★ 3.8

OVERVIEW OF POSITION

• Supervise and lead Hosts and Senior Hosts to provide outstanding guest welcome and front-of-house service.
• Ensure professional, warm, and personalized greetings to all arriving guests and members.
• Maintain reception and front desk operations, ensuring cleanliness, readiness, and efficient service.
• Manage all touchpoints that shape the guest's first impression, from entrance greeting to club navigation support.
• Train Host team members in service etiquette, communication, and loyalty program knowledge.
• Promote and explain the Rewards Club benefits, assist guests in enrolling, and ensure accurate data input.
• Engage with members to encourage usage and participation in Rewards Club promotions.
• Address and resolve guest inquiries and concerns with professionalism and efficiency.
• Respond to calls, emails, and messages regarding membership and guest service requests.
• Monitor and analyze guest feedback to improve service quality and guest satisfaction.
• Liaise with relevant departments to ensure consistent service delivery across all guest contact points.
• Stay updated on club promotions, events, entertainment, and offerings to provide accurate guest information.
• Ensure a welcoming environment at all times, including managing ambient elements like scent, music, and temperature in guest areas.
• Uphold privacy and safety standards for all guests during interactions and data handling.

KEY FUNCTIONS

Guest Reception & First Impressions:

• Maintain a welcoming front-of-house environment.
• Train staff on hospitality standards and personal interaction.
• Monitor and enhance all elements that impact guest arrival experience.

Rewards Club Membership & Engagement:

• Promote sign-ups and educate guests on program benefits.
• Track and support ongoing member engagement and satisfaction.
• Coordinate with marketing to roll out promotions and rewards.

Customer Service & Communication:

• Serve as escalation point for service-related concerns.
• Ensure all guest communication is prompt, respectful, and helpful.
• Support complaint resolution and follow-up.

Staff Management:

• Schedule, train, and coach Host team members.
• Monitor staff performance and adherence to service standards.

• The opportunity to be an essential part of a groundbreaking venture in the luxury entertainment sector.
• A competitive salary and comprehensive benefits.
• Professional development in a fast-paced and innovative environment.

QUALIFICATIONS INCLUDE THE FOLLOWING:

• 4–5 years of experience in front desk/reception, hospitality, or membership services.
• Prior leadership experience in customer-facing roles.
• Strong interpersonal and communication skills.
• Ability to work shifts, including nights, weekends, and holidays.
• Fluency in English; additional languages (Mandarin, Cantonese, Korean) preferred.
• Bachelor’s degree in Hospitality, Marketing, or a related field is advantageous.
• Experience in handling loyalty/membership programs is a plus.
• Proficiency in Microsoft Office and customer service software systems.