[HCM/HN] Guest Service Coach/ Customer Service Coach

(***Working place: Ho Chi Minh or Ha Noi)

THE SITUATION

We’re so excited that you’re considering becoming a Partner with Pizza 4P’s! Our Vision is to Make The World Smile for Peace and we do that by Delivering Wow and Sharing Happiness. 

We know that to accomplish this Vision and Mission it all starts with you. So if this sings to your heart then come grow with us. 

The Guest Service Coach position has the main responsibility to monitor and to Kaizen for better guest experience. This will contribute greatly to the purpose of the Guest Service Department at Pizza 4P’s which is transforming the welcome experience into a memorable and delightful first impression, ultimately elevating guest happiness and fostering lasting positive memories.

If you believe in “Omotenashi”- unconditional hospitality like we do and would go the extra mile to create Wow experiences for the guests, then this is your call!

WHAT YOU WILL DO

• Monitor and guide the team to create WOW guest experience at 6 locations.
• Be a role model for 4P’s values- Compassion, Authenticity, Kaizen and Omotenashi
• Manage a team of supervisors across multiple locations.
• Monitor and evaluate supervisor performance, provide coaching opportunities, and development in career path.
• Find ways to motivate the team to provide WOW moments for Guests.
• Lead the team and team meetings.
• Hire employees and assist in the training process, ensure that every team member is well prepared for their tasks.
• Interact with guests during operations to ensure WOW guest experience and collect feedback.
• Handle feedback and complaints from guests on the floor or through offline channels.
• Observe and analyze guest feedback across all platforms and provide a comprehensive view, develop action plan for store level.
• Identify improvement actions based on feedback.
• Identify operational concerns and suggest possible improvements via audit.
• Build a strong team and develop 4P’s culture in the team.
• Communicate and maintain a strong relationship with the operations team. 
• Coordinate and collaborate with different departments for projects.
• Conduct bi-weekkly audits at stores for guest experience and prepare report with action plans.
• Assisting with the development and implementation of service policies. 
• Training and communicating about policies with GSA ops and guests.
• Managing recovery action and workflow to ensure efficient resolution.
• Preparing reports and analyzing data to assist management in identifying Kaizen actions.

WHO YOU ARE ?

• College/Bachelor in hospitality/Business Management is a plus
• Preferred experience in the industry (F&B or Hospitality) in Guest Service roles 
• 2+ years of experience in Team management
• Highly skilled in customer service, analyzing data and information, attention to detail, communication in both English and Vietnamese (Vietnamese optional)
• Creative, insightful, flexible, self-motivated and proactive in work.
• Ability to lead teams towards common goals.
• Work in shifts, (200 hours/month)

JOIN US, LET’S SEE WHAT WE CAN OFFER

• Competitive salary & allowances
• 13th month salary
• 15 day annual leave days
• PTI heathcare insurance
• Internal discount (~50%) for brands of Pizza 4P‘s, Ippudo, About Life Coffee, etc