Guest Experience Supervisor, NOX Beach Club

The Guest Experience Supervisor is responsible for delivering exceptional service standards and creating memorable experiences for all guests at NOX Beach Club. This role ensures smooth daily operations, supervises guest-facing staff, manages service recovery, and works closely with the F&B leadership team to enhance guest satisfaction, brand reputation, and overall operational excellence.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Duties may include but not limited to:

Guest Experience & Service Quality

• Ensure all guests receive exceptional, personalized, and timely service throughout their visit.

• Monitor guest flow, seating, table arrangements, and beach area service to ensure a seamless experience.

• Collaborate with the F&B team to maintain brand service standards and implement guest experience initiatives.

• Manage VIP, VVIP, and special-occasion guests, ensuring tailored services.

• Handle guest inquiries, special requests, and complaints with professionalism and efficiency.

Events & Special Occasions

• Coordinate guest-related arrangements for events, parties, group bookings, and celebrations at NOX Beach Club.

• Ensure smooth communication with Sales, Marketing, and other departments for event execution.

Guest Feedback & Service Recovery

• Monitor guest satisfaction through direct feedback, surveys.

• Analyze guest experience data and collaborate with management to implement improvement plans.

• Lead service recovery efforts and ensure follow-up communication when required.

Operational Leadership

• Supervise the daily front-of-house operations at NOX Beach Club.

• Support team scheduling, task delegation, and shift briefings to ensure readiness and service consistency.

• Work closely with the Outlet Manager to coordinate entertainment, events, and operational activities.

• Ensure compliance with resort policies, health & safety standards, and F&B operation guidelines.

Team Management & Training

• Lead, coach, and develop team to deliver outstanding hospitality.

• Conduct service training, grooming checks, and performance feedback.

• Promote a positive working environment that encourages teamwork, communication, and professional growth.

Reporting & Administration

• Prepare daily reports on guest comments, operational issues, and team performance.

• Support in inventory checks, requisitions, and administrative tasks as assigned.

• Contribute ideas for service enhancements, upselling strategies, and guest engagement programs.

Others assigned related duties from line manager and the Company

• Professional and multicultural working environment
• Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang - Hoiana, duty meal, ...)
• Big-scale project in central Vietnam
• Career Development Opportunity

• Excellent verbal, interpersonal &communication skill

• Attention to details, strong organizational skills

• Knowledge of computers including Microsoft Office products & PMS (Opera & Micros preferred)

• A minimum of two years prior experience in management related hospitality fields is necessary: Butler, Front Office, Food & Beverage

• Must be willing to work varied hours, including nights, weekends, holidays and split shifts (according to the needs of the guests).

• Excellent command of English and Vietnamese (spoken and written) is essential. Knowledge of another foreign language other than the ones mentioned above is an advantage.

• Candidate with Korean/Chinese is preferred.