Senior Service Excellence Executive

Key Responsibilities

• Oversee the end-to-end customer journey from welcome to farewell, ensuring consistency, warmth, and personalization in every interaction.
• Develop and implement service standards, scripts, and guidelines that align with Gamuda Land’s brand values.
• Monitor and enhance touchpoints across the gallery (ambience, scent, music, visuals, amenities) to deliver the best customer experience.
• Analyze customer insights and feedback from CRM, surveys, or daily operations to identify trends and propose improvements.
• Supervise and support the Service Excellence Attendants, Security, and Tea Lady teams to deliver consistently high service performance.
• Responsible for reporting and analysing data to SE Deputy Manager
• Monitor inventory and ordering of across Sales gallery supplies, ensuring alignment with budget and brand standards.
• Conduct regular service audits and mystery guest reviews to ensure compliance with Service Excellence standards.
• To comply and adhere to all matters pertaining to Quality, Safety & Health and Environment related to the job scope and workplace as required by the Company.

Qualifications

• Bachelor’s degree in Hospitality, Business Administration, or related fields.
• Minimum 1 – 3 years of experience in luxury customer service, hospitality management, or front-office leadership roles.

Competencies Required

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities in both Vietnamese and English.

Skills & Abilities

• Proficient in MS Office;
• Great customer service mindset, problem solving skills

• Qualification: Bachelor
• Age: Unlimited
• Job type: Permanent