**Additional Information** **Job Number** 25071881 **Job Category** Administrative **Location** Sheraton Phu Quoc Long Beach Resort, Bai Dai Area Ganh Dau Commune, Phu Quoc, Ha Noi, Viet Nam, 920000VIEW ON MAP (https://www.google.com/maps?q=Sheraton%20Phu%20Quoc%20Long%20Beach%20Resort%2C%20Bai%20Dai%20Area%20Ganh%20Dau%20Commune%2C%20Phu%20Quoc%2C%20Ha%20Noi%2C%20Viet%20Nam%2C%20920000) **Schedule** Full Time **Located Remotely?** N **Position Type** Non-Management **JOB SUMMARY** Greet persons entering the office, determine nature and purpose of visit, and direct/escort to destination. Open, read, and prepare answers to routine letters. Locate and attach appropriate files to incoming correspondence requiring replies. Take and distribute meeting minutes to appropriate individuals. Handle and distribute incoming and outgoing mail. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Transmit information or documents using a computer, mail, or facsimile machine. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals. Document and communicate all guest requests/complaints to appropriate personnel. The position is also responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change. **CANDIDATE PROFILE** **Education and Experience** • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR • 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. **CORE WORK ACTIVITIES** **Managing Quality Assurance Goals** + Coaches managers on adopting the Total Quality Management leadership style. + Conducts monthly audit to ensure compliance with company and brand standards + Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. + Directs property quality efforts to address critical customer requirements. + Assists with regional and/or company-wide implementation of company best practices. + Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable. **Managing Quality Tools** + Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences. + Uses data collection methods to compile, display, track, and analyze defect trends. + Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer. + Analyzes issues and identifies trends. **Managing the Guest Experience** + Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. + Responds to and handles guest problems and complaints. + Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. + Models service behaviors that meet or exceed guest expectations. **Admin tasks** + Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. + Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. + Speak with others using clear and professional language, and answer telephones using appropriate etiquette. + Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. + Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. + Perform other reasonable job duties as requested by Supervisors _Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._ When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work,​ **begin** your purpose, **belong** to an amazing global​ team, and **become** the best version of you.