Assistant Guest Relations Manager

• Assist the Guest Relation Manager in continuously improving the overall ratings and is held accountable for the guest relations experience.
• Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
• Oversee the operations of the Guest Relations Desk.
• Offer current knowledge on all resort’s products, services, policies, and emergency procedures.
• Represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests and all employees.
• Ensure our Accor Live Limitless members are recognized upon arrival, receiving a warm greeting and appropriate assistance.
• Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests.
• Keep the immediate manager fully informed of all problems or unusual matters of significance.
• Supervise Guest Relation Officers and prepare the weekly duty rosters.
• Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
• Performs related duties and special projects assigned by Manager.
• Maintain transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Ensure that all Front Office Standards, Operating policies and procedures are adhered.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Perform pre- arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained.
• Contact guests during their stay and assist with any needs that arise.
• Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded.
• Incorporate the latest service trends of the hospitality industry resulting in a distinctive and unparalleled service experience.
• Foster a positive work environment is key to ensuring complete guest and team satisfaction.

Excellent reading, writing and oral proficiency in English language
Minimum 2 years of experience in a similar capacity
Empathy and Patience: Ability to understand and respond to guest needs with sensitivity.
Exceptional Customer Service: Strong interpersonal skills and a commitment to exceeding guest expectations.
Supervisory Experience: Experience in leading and motivating a team.
Proficiency in Guest Relations Software: May be required to use specific software for managing guest interactions and data.
Problem- Solving: Ability to think critically and resolve issues effectively.
Organization and Time Management: Ability to manage multiple tasks and prioritize effectively.
Knowledge of Hotel Operations: Understanding of front desk procedures and guest service standards.
Communication Skills: Excellent verbal and written communication skills.

5 working days per week as regulated | 2 days off per week
Annual leave/Paid time off | Periodic health checks.
Employee preferential rates when using hotel services.
Social Insurance participation upon signing the official Labor Contract (HĐLĐ).
2- month probation period with 100% salary and full service charge.
Domestic and international training courses.
Creative and friendly work environment.
Uniform and meal during shift provided by the Hotel | Complimentary parking for motorbikes and cars.

Cập nhật gần nhất lúc: 2026-01-03 17:50:03