[Vinh] Guest Service Manager

What Is Your RoleYou are accountable for the overall operational performance, guest experience, people capability, and property standards of a Modern Village Lifestyle residence.This role exists to ensure that every guest receives a consistent, high-quality experience while delivering strong operational results, cost efficiency, and sustainable business performance.What Will You Do1. Property OperationsLead daily operations across Front Office, Housekeeping and supporting functions to ensure smooth and reliable service delivery.Identify operational risks, service gaps, and process inefficiencies, implementing corrective actions to improve performance.2. Guest ExperienceOwn the end-to-end guest journey, ensuring every interaction reflects Modern Village Lifestyle service standards.Resolve escalated guest concerns and implement preventive actions to reduce recurring issues.Monitor guest feedback, review platforms, and service trends to continuously improve satisfaction and loyalty.3. People LeadershipLead workforce planning, scheduling, and staffing allocation to ensure operational readiness at all times.Build succession plans and identify future leaders to strengthen organizational capability.4. Training & Capability DevelopmentDeliver onboarding, coaching, and refresher training programs to ensure consistent service delivery across all shifts.Conduct service observations, operational audits, and practical coaching sessions to improve team capability.Identify performance gaps and implement targeted development plans that improve both individual and team effectiveness.5. Financial & Cost ControlOwn property-level operating performance, balancing service quality with cost efficiency.Monitor occupancy, staffing productivity, and cost performance to support profitability objectives.Identify opportunities to improve operational efficiency without compromising guest experience.6. Facilities & Asset ManagementMaintain the condition, functionality, and presentation of guest rooms, public spaces, equipment, and company assets.Coordinate maintenance activities and prioritize repairs to minimize operational disruption.Recommend upgrades and preventive maintenance initiatives that protect asset value and guest satisfaction.7. Reporting & ComplianceMaintain accurate operational records, performance reports, and compliance documentation.Ensure adherence to company policies, safety regulations, and local legal requirements.Provide regular business and operational updates to the Regional Operations Manager, including risks, opportunities, and improvement initiatives.

What Will You Bring1. Technical Capabilities

• Bachelor's Degree, Diploma, or equivalent qualification in Hospitality, Tourism, Business Administration, or a related field.

• Minimum 3 years of leadership experience in hospitality, serviced apartments, hotels, co-living, or other customer-facing operations.

• Strong knowledge of Front Office, Housekeeping, guest service management, workforce planning, and property operations.

• Experience managing operational budgets, labor planning, service quality metrics, and performance reporting.

• Good English communication skills, both spoken and written.

2. Behavioral Capabilities

• Makes balanced decisions that consider guest satisfaction, operational realities, and business objectives.

• Builds trust and accountability through coaching, communication, and visible leadership.

• Handles complex guest situations calmly while maintaining positive relationships.

• Demonstrates adaptability and sound judgment in a fast-paced operating environment.

3. Critical Success Skills

• Property Operations Management

• Guest Experience Leadership

• Team Development & Coaching

• Financial & Cost Management

• Problem Solving & Decision Making

What Makes This Role Matter

• You are the primary leader responsible for how guests experience the property every day.

• Your decisions directly impact guest satisfaction, employee engagement, operational efficiency, and financial performance.

• You play a key role in developing future leaders, strengthening service culture, and ensuring operational consistency across the portfolio.

• As Modern Village Lifestyle continues to grow, your property serves as a foundation for sustainable expansion and long-term business success.

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