GUEST RELATIONS OFFICER (GRO)

1. Guest Care During Stay

• Proactively approach and assist guests throughout their stay at the hotel.
• Be well-informed of hotel events, special promotions, and packages to provide accurate information to guests.
• Have good knowledge of local tourist attractions, shopping areas, and dining spots to recommend when needed.
• Ensure guest requests are addressed promptly and satisfactorily.
• Note special occasions such as birthdays, honeymoons, and anniversaries to prepare gifts and provide personalized attention.
• Coordinate and support guests in handling lost items or personal documents.
• Collect guest feedback to improve hotel services.
• Record guest preferences and feedback in guest profiles.

2. Promote and Sell Hotel Products/Services

• Use upselling techniques to promote and sell hotel services and products to guests.
• Provide guests with assistance in booking various services such as tours, mail and courier services, foreign newspapers/magazines, table/room reservations in or outside the hotel, car rentals, concert/sports tickets, and flight bookings.

3. Assist with Guest Arrival and Departure

• Prepare welcome letters and amenities for VIP guests.
• Support in preparing registration forms for group or important guests.
• Assist Front Desk with check-in and check-out procedures during peak hours, prioritizing group and VIP guests.

4. Handle Guest Complaints

• Receive and resolve guest complaints immediately and effectively.
• Escalate to the Front Office Manager (FOM) when beyond authority, and seek direction to ensure timely and satisfactory resolution for the guest.

5. Other Duties

• Assist in translation and interpretation when needed (e.g., guest directories, menus).
• Suggest services or offerings tailored to the preferences of guests from different nationalities.
• Perform other tasks as assigned by management.

• Friendly working environment with many opportunities to showcase personal strengths and team collaboration.
• Official labor contract and full participation in Social, Health, and Unemployment Insurance as per government regulations.
• Probation salary at 85% of official salary, with a probation period of 1–2 months.
• Additional allowances: One meal provided per working shift; parking support (if applicable).
• Work schedule: 4 days off per month.
• Service charge applied after the probation period.
• KPI-based performance bonus.
• 13th-month salary according to company policy.
• Public holidays in accordance with labor laws.
• Annual leave: 12 days per year.

• Strong willingness to learn and grow.
• Able to work well under pressure.
• Presentable appearance with a friendly and approachable demeanor.
• Graduated from relevant fields such as Hospitality, Tourism, Foreign Languages, etc.
• Outgoing personality with excellent communication skills and the ability to understand guest psychology.
• Good English communication skills and fluency in a second language (e.g., Korean, Japanese, Chinese, French, etc.).
• Proficient in Microsoft Office and general computer skills.
• Preference will be given to candidates with prior experience in a similar role or in the Front Office/Reception department.

• Job application letter
• Curriculum Vitae (detailing education and work experience)
• Citizen Identification Card (CCCD) and notarized personal profile with photo
• Health check certificate (valid within 6 months)
• Relevant diplomas and certificates (if any)
• Two ID photos (3x4 cm or 4x6 cm)
• Household registration book or temporary residence confirmation (if available)
• Employment confirmation letter or reference letter (if available)