[HCM] Guest Experience Manager Urgent job

[HCM] Guest Experience ManagerUrgent job

Địa Điểm Làm Việc: Hồ Chí Minh
Thương lượng 705 lượt xem - Hết hạn trong 5 ngày

Các Phúc Lợi Dành Cho Bạn

13rd salary; Annual Performance Review
Competitive salary package and career opportunities
Discount program for employee 50%

Mô Tả Công Việc

GOAL
The primary objective of the role for dear our guests is: to elevate & enhance the consistency of the service and of the amazing Pizza 4P’s guest’s experience, the ultimate purpose is our guest’s happiness, enjoyment and excitement from the first touch point (web, call or walk-in) to the last (payment, goodbye) and follow-up interactions.

THE SITUATION
Pizza 4P’s has built our company and brand around the core value of Omotenashi (among others) with the spirit of wholehearted hospitality. We’ve maintained quality throughout our growth journey largely thanks to our core team who have been with us for many years.

THE CHALLENGE
However, as we accelerate our journey to make the World smile for Peace, we need to find creative ways to provide consistent, high quality standards across our network, while maintaining the flexibility to keep innovating, and enhancing our capability to expand quickly.

Currently, we lack formalized & implemented standards - including training programs, as well as a unified identity of core values among our team

THE DELIVERABLES
Part of the Restaurant Operation team, your overarching goal is empowering the Direct Operation team to realize their potential in progressing toward our vision.

Generally, this means:

- Creating an environment where a sense of belonging emerges, a culture that engages and connects people for reception team and GSA (Guests experience Agency: Call center)
- Creating vision and strategy for reception and GSA team that help people feeling inspired
- Creating policies, tools, guidelines for reception team and GSA (Guests experience Agency:Call center) that empower members to do an exceptional job, balancing between standard, autonomy, creativity and innovation
- Monitoring and providing feedback on how the team are performing, causing the team to own the outcome and generate new actions

Specifically, for this role

- For the customer service (call, message, email) channel
- Develop a system to generate, foster and enhance a culture of creating WOW experiences for customers - i.e. not merely providing a service
- Create training materials, guidelines and implement to support this goal
- Design policies, incentive structures etc. to support this goal
- For the technology (website, app, reservation, bot) channel
- Optimize the customer experience to create WOWs and enhance customer connection with the brand
- For the offline (in restaurant reception) channel
- Develop a system to generate, foster and enhance a culture of creating WOW experiences for customers - i.e. not merely providing a service
- Develop a system to effectively and efficiently care for the customers in store - through a combination of tech & people
- Develop a system to track, accelerate and ensure the quality of the team’s skill development
- Create training materials, guidelines and implement to support this goal & engage the restaurant team into implementing these training program
- Enroll & engage the restaurant reception team into generating & implementing new ideas
- Design policies, incentive structures etc. to support this goal
- Standardize restaurant receptionist team development program for Leaders, Supervisors and Restaurant Managers
- For all channels, develop tracking & monitoring mechanisms (quantitative and qualitative) to ensure consistent quality
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc

WHO YOU ARE
- 02+ year work experience, experienced in Hotel front desk / Fine dining restaurant or guest relation supervisor.
- Fluent communication skill in English
- Good office skill (Office software)
- Can work independently, with a dynamic, positive attitude.
- Professional attitude and appearance

TRAINING & WORKING SCHEDULE
3 months onboarding, training and working at a designated store
Works 200 hours/ month: 8 hours/ day and 1 day off per week, flexible working hours based on operation schedule

Địa Điểm Làm Việc

Saigon Pearl, Phường 22, Bình Thạnh, Thành phố Hồ Chí Minh, Việt Nam
Xem toàn bộ hồ sơ công ty

We are Pizza 4P's, a chain of Japanese Italian Pizza restaurants in Viet Nam. We serve classic Neapolitan pizza, as well as Japanese Italian fusion cuisine. Since we opened in 2011, we have been ranked as one of the top restaurants in HCMC by Tripadvisor and Foody.
We are not just the restaurants that serves good food. What we are aiming to offer to our guests is a “wow” moment that they will remember for a long time through our great food and heartfelt service.
Currently, we are opening many positions to find candidate who can share and pursue the same goal with us.
Working at Pizza 4P's is not easy. We are very keen to details and expect a lot from our staffs. But for those who are passionate about restaurant and hospitality field, it's going to be a great place to work and learn from.
We are expanding the restaurant not only in Ho Chi Minh City, but also are going to open new branches in other Southeast Asian cities, such as Bangkok and Singapore. If you are looking for an environment where you can show your talent and passion in a global scale, this is the place to be!

MORE ABOUT US.
Pizza 4P’s Website: http://pizza4ps.com/
Pizza 4P’s Facebook Page: https://www.facebook.com/Pizza4Ps
Pizza 4P’s Foody Reviews: http://www.foody.vn/ho-chi-minh/pizza-4p-s
Pizza 4P’s Tripadvisor Reviews: http://goo.gl/Lnukw
Pizza 4P’s New York Times Article: http://goo.gl/jQaCxC

Xem toàn bộ thông tin công ty
92 Nguyen Huu Canh Street, Ward 22, Binh Thanh District, Ho Chi Minh City
1.000-4.999 nhân viên
Recruitment Team
Chương trình THẠC SĨ QUẢN TRỊ & THƯƠNG MẠI - Chuyên ngành THƯƠNG MẠI QUỐC TẾ | ĐẠI HỌC THĂNG LONG | ĐẠI HỌC CÔTE D’AZUR (PHÁP)

Chương trình THẠC SĨ QUẢN TRỊ & THƯƠNG MẠI - Chuyên ngành THƯƠNG MẠI QUỐC TẾ | ĐẠI HỌC THĂNG LONG | ĐẠI HỌC CÔTE D’AZUR (PHÁP)

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