Job description
1. Develop Butler service strategy and standards
1.1 Develop/improve Butler Service Standard.
1.2 Develop procedures for caring for VIP customers, strategic partners, and premium customers.
1.3 Establish standards for reception, high-level hospitality, and operating standards for service touchpoints.
1.4 Develop premium service development plan for the Group's ecosystem.
1.5 Coordinate with Divisions/Units to standardize customer journey experience.
2. Analyze customer needs and organize, arrange appropriate services to ensure customer satisfaction:
2.1. Receive information/Analyze customer needs, provide special customer care:
- Receive, analyze and respond to personalized service requests (accommodation, transportation, dining, events, lifestyle, personal care, etc.).
- Organize, arrange and/or accompany customers on tours and provide perfect services & understand and record customer needs through their preferences for food, beverages, etc., as well as how they arrange items in their rooms;
- Ensure service quality according to Group standards.
2.2. Manage customer experience:
- Monitor the entire customer experience journey before, during and after service use.
- Proactively propose solutions to increase satisfaction and enhance service value.
- Receive, handle and coordinate resolution of feedback and complaints at complex levels.
2.3. Coordinate and cooperate on services:
- Coordinate with Group units (BU) and external partners to deploy services.
- Supervise service quality of suppliers/partners according to committed standards (Hotels/Restaurants/Entertainment services/F&B...) to meet customer needs effectively and propose best support solutions for customers;
2.4. Support customer care:
- Welcome/arrange or coordinate to ensure customers are safely brought to their rooms/served beverages and food/arrange amenities/handle requests,...
2.5 Report information collected after the trip.
- Conduct periodic reports on customer needs, service situation, customer satisfaction level and emerging issues.
- Manage customer data, ensure information security according to Group regulations
3. Manage information and build good relationships with customers, maintain professional relationships with customers to ensure transactions from VIP/VVIP customers.
3.1 Ensure exploitation of VIP/VVIP customer needs for investment, buying and selling products/projects that the Group is implementing;
3.2 Exploit/expand relationships from VIP/VVIP customers;
3.3 Generate transactions + increase revenue for the Group.
4. Establish and maintain compliance with governance and system operations
4.1 Lead the development of internal governance system for the Department: Working regulations, Procedures, Regulations, Forms - Work checklists, etc., propose adjustments to the authority matrix appropriate for operations in each period to ensure internal operations, inter-departmental/unit coordination within the Group is continuous, accurate, fast and brings optimal efficiency.
4.2 Develop and implement professional training plans for the Department to improve professional capacity, develop talent, and succession.
4.3 Comply with Group internal regulations/policies/documents. Manage data/information/professional files and documents related to internal department operations.
4.4 Identify, assess, control and minimize risks arising from daily activities at the unit; report to the Risk Management, Process and Compliance Department on emerging risks according to internal policies and regulations on Risk Management.
4.5 Manage and take responsibility for issues related to tools, equipment and assets that the Department uses, operates and manages.
5. Human Resources Management
- Recruit, train and develop the Special Customer Care Center team.
- Evaluate work performance, propose commendation/discipline.
- Train service skills, communication, protocol, information security.
- Build professional Special Customer Care Center culture and team spirit
6. Manage standards & Image
- Ensure personal image, demeanor, uniforms of the Special Customer Care Center meet standards.
- Supervise compliance with regulations on confidentiality, safety and professional ethics.
7. Other tasks as required by superiors
Requirements
1. Education
- Bachelor's degree in Hotel and Restaurant Management, Business, International Relations, Service Management, Marketing or related fields.
2. Knowledge:
- Deep knowledge of customer service, Hospitality, international reception, VIP care.
3. Experience:
3.1. Professional experience
- Minimum 05 years of experience in premium service/Butler/Concierge/Hospitality field.
- Experience serving VIP customers, preferably with practical experience as Flight Attendant, restaurant and hotel service of reputable/famous units.
3.2. Management experience
- 03–05 years of experience managing teams of 5 or more staff.
4. Skills:
- Good customer service skills, discipline, demeanor, good work attitude
- Good organizational and work arrangement skills; Careful and meticulous in work
- Skills to work independently, proactively, withstand high pressure and adapt to circumstances
- Excellent communication skills and ability to build good relationships;
- Good presentation and speaking ability;
- English communication ability; Proficiency in MS Office (Word, Excel, PowerPoint, etc.)
5. Other requirements:
- Efficiency, Integrity, Professionalism.
- Innovator characteristics & Personnel evaluation mechanism.