Customer Service and Quality Control Coordinator

Job Description

Overall Responsibilities

  • Correspondent with the agent to ensure the clear requirements related to the VIP and Special Guests visit and ensure the VIP and Special Guests transfer and tour arrangements are well handled by coordinating the works with related suppliers, hotel reps. and airport representative. This includes monitoring itineraries and courtesy calls.
  • Briefing, organizing and preparing all representatives, Operations Department and guides for VIP and Special Guests/needs including add-on services and gifts
  • Evaluate all administrative issues related to customer information such as database update, review comments and remarks, problem solving, complaints handling and emergency contact responsibilities
  • Actively participate in meetings with all departments concerned, including management meetings, welcome meetings for specific groups and representation meetings
  • Distribution and maintaining arrival lists for specific needs – both internal and external reporting requirements
  • Creation and maintaining all welcome documentation, promotional material, media requests and other marketing collateral for the company
  • Reservation and booking activities in line with the job description and tasks assigned by the senior management



  • Strong operational, planning, organization and negotiating skills
  • Interpersonal, communicational, presentation and coordination skill are a must
  • Good decision making and problem solving capability with excellent interpersonal and communicative skills
  • Knowledge of the hospitality industry and product knowledge is essential (in-depth knowledge of the tourism industry is a must)
  • Knowledge of and experience with customer service is essential
  • Good analytical skill and business sense with a pleasant personality and strong initiative. Networking knowledge and capabilities are assets we seek in a candidate
  • Understanding and flexibility in approach with local ethical values and mentality
  • Able to work under pressure, prioritize and multi-task and prepare to work outside office hours. Self-confidence, stress management, personal credibility and flexibility are assets we value tremendously
  • Proficiency in English is essential, other languages is a plus.
  • Computer literacy is essential
  • Able to work under pressure, meet tight deadlines and work flexible hours during peak season. A "Can Do" attitude and positive thinking that includes creative thinking is an asset
  • This position is open for all nationalities, Vietnamese Nationality preferred.