About this role
We are seeking an enthusiastic and customer-focused Guest Relations Agent to join our team in the beautiful island of Phu Quoc, Vietnam. As a Guest Relations Agent, you will be the primary point of contact for our esteemed guests, ensuring their stay is nothing short of exceptional.
Welcome and assist guests upon arrival, providing a warm and professional check-in experienceServe as the main point of contact for VIP guests, ensuring all departments are briefed on their specific requirementsManage the Guest Relations Desk in the hotel lobby, addressing inquiries and requests promptlyCoordinate with various departments to ensure guest rooms, especially VIP accommodations, meet the highest quality standardsAnticipate and fulfil guest needs, consistently exceeding expectationsHandle guest complaints and concerns with empathy and professionalism, seeking timely resolutionsMaintain up-to-date knowledge of hotel services, amenities, and local attractionsCoordinate special requests and arrange personalised experiences for guestsEnsure compliance with all hotel service standards and proceduresParticipate in departmental meetings and contribute ideas for service improvementPromote hotel services and upsell when appropriateMaintain accurate guest records and preferences in the hotel's property management system Proven experience in guest relations within the hospitality, leisure, or entertainment sectorsExcellent command of English; knowledge of additional languages is advantageousStrong interpersonal and communication skills, with the ability to build rapport with guests from diverse backgroundsDemonstrated ability to handle challenging situations and resolve conflicts effectivelyExceptional personal presentation and a professional demeanourStrong attention to detail and ability to multitask in a fast-paced environmentComputer literacy, including proficiency in property management systems (PMS) and Microsoft Office programmesPassion for delivering outstanding guest experiences and exceeding service expectationsAbility to work collaboratively in a team environmentFlexibility to work various shifts, including weekends and holidaysKnowledge of Vietnamese culture and customs, with an understanding of local attractions and services in Phu QuocCalm and composed demeanour, even under pressureWillingness to continuously learn and adapt to new challengesAbility to anticipate guest needs and take proactive measures to ensure guest satisfaction What awaits you...
The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.The ability to challenge the norm and work in an environment that is both creative and rewarding.Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.A competitive package and plenty of development opportunities.