Guest Relations Agent

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 experience
• Serve as the main point of contact for VIP guests, ensuring all departments are briefed on their specific requirements
• Manage the Guest Relations Desk in the hotel lobby, addressing inquiries and requests promptly
• Coordinate with various departments to ensure guest rooms, especially VIP accommodations, meet the highest quality standards
• Anticipate and fulfil guest needs, consistently exceeding expectations
• Handle guest complaints and concerns with empathy and professionalism, seeking timely resolutions
• Maintain up-to-date knowledge of hotel services, amenities, and local attractions
• Coordinate special requests and arrange personalised experiences for guests
• Ensure compliance with all hotel service standards and procedures
• Participate in departmental meetings and contribute ideas for service improvement
• Promote hotel services and upsell when appropriate
• Maintain accurate guest records and preferences in the hotel’s property management system

• Proven experience in guest relations within the hospitality, leisure, or entertainment sectors
• Excellent command of English; knowledge of additional languages is advantageous
• Strong interpersonal and communication skills, with the ability to build rapport with guests from diverse backgrounds
• Demonstrated ability to handle challenging situations and resolve conflicts effectively
• Exceptional personal presentation and a professional demeanour
• Strong attention to detail and ability to multitask in a fast-paced environment
• Computer literacy, including proficiency in property management systems (PMS) and Microsoft Office programmes
• Passion for delivering outstanding guest experiences and exceeding service expectations
• Ability to work collaboratively in a team environment
• Flexibility to work various shifts, including weekends and holidays
• https://careers.accor.com/global/en/job/guest-relations-agent-in-rixos-phu-quoc-island-vietnam-phu-quoc-vietnam-jid-60883