About this role
As a Guest Relations Agent at Fairmont Hanoi, you will be the face of the hotel for our most discerning guests. You will ensure every guest experience is warm, personalized, and seamless from arrival to departure, with particular attention to VIPs, long-stay, and return guests. You will uphold the service excellence standards of Fairmont and Accor.
Responsibilities
Guest Experience
Personally welcome hotel guests with warmth and efficiencyConduct room escort and in-room check-ins as requiredEnsure guest preferences and special requests are followed and communicated to relevant departmentsManage guest complaints and concerns professionally, resolving them promptly or escalating to the Guest Relations Manage/Duty ManagerHandle guest pre-arrival and post-departure communication to ensure continued satisfactionMaintain detailed guest history records using OperaCoordination & Communication
Liaise with Front Desk, Housekeeping, Butler, F&B, and Concierge to ensure guest expectations are exceeded.Coordinate with Housekeeping for room readiness and amenities, especially for special arrivals (honeymooners, VIPs, celebrities).Work closely with Fairmont Gold team (if applicable) to ensure seamless transitions between departments.Administrative & Reporting
Maintain the daily guest relations logbookAssist in preparing welcome cards, rooming lists, arrival reports, and VIP trackers.Monitor guest feedback through platforms like TrustYou, TripAdvisor, and report trends to the manager.Standards & Protocol
Uphold Fairmont standards in appearance, language, and behaviorMaintain confidentiality of all guest informationParticipate in regular training, briefings, and service audits Knowledge and Experience
Minimum 1 of experience in Front OfficePrevious experience in a luxury hotel environment preferredProficiency in Opera PMS and Microsoft OfficeNative or almost-native level Korean language skills (verbal + written)Positive attitude, good command of English, willing to learnFlexible working shifts, weekends and holidays as requiredCompetencies
Guest-oriented and customer focus service mindedStrong attention to detail and ability to handle multiple prioritiesExcellent communication, organizational, and problem-solving skillsCourteous and helpfulComfortable working in a dynamic and multicultural environment