FO - Guest Relations Officer (Korean/Russian Speaking)

1. Reception and First Impression

- Greet VIP guests, frequent guests, or special groups with high-standard service.

- Assist with quick check-in and check-out procedures, prioritizing a comfortable experience for guests.

- Introduce information about hotel amenities, programs, and activities.

2. Guest Care During Stay

- Maintain interaction with guests to listen to their feelings and needs and promptly address any issues that arise.

- Send letters/greetings/flowers/gifts on special occasions such as birthdays, anniversaries, etc., according to personalized service regulations and hotel standards.

- Monitor special requests from guests and ensure they are fulfilled fully and on time.

3. Handling Feedback & Complaints

- Record all guest feedback with a professional and proactive attitude.

- Proactively apologize, propose temporary solutions, and coordinate with relevant departments to resolve issues completely.

- Report serious or complex incidents that exceed your authority and handling capacity to your superiors for appropriate and timely action.

4. Enhancing Customer Experience & Building Relationships

- Introduce, advise, and assist in booking hotel services (spa, restaurants, entertainment activities, etc.) to enhance customer experience and satisfaction.

- Remember customer names, habits, preferences, etc., to create a friendly and personalized service.

- Encourage and advise customers to participate in loyalty programs.

5. Internal Coordination & Reporting

- Act as a liaison between customers and departments such as Housekeeping, Food & Beverage, Engineering, etc., to ensure all requests are met.

- Record shift handover logs, summarize feedback, and suggest improvements to service quality.

- Assist in monitoring and updating customer loyalty records and CRM data.

6. Encourage Feedback and Measure Customer Satisfaction

- Proactively invite guests to leave reviews on platforms such as Google, TripAdvisor, Booking.com, Agoda, Facebook, etc., or conduct internal hotel surveys.

- Guide guests on how to leave reviews in the simplest way, while skillfully choosing the appropriate time (when satisfied, at check-out, etc.).

7. Monitor Satisfaction Indicators on Social Media and OTAs

- Regularly monitor guest ratings and comments on online platforms (TripAdvisor, Booking, Agoda, Google, Facebook, etc.).

- Compile positive and negative feedback and propose improvement actions to superiors.

- Collaborate with the Marketing & Sales department when necessary to publicly respond to important reviews.

- Regularly report key metrics: average rating, percentage of positive reviews, and the number of reviews increasing/decreasing weekly/monthly.

• Working 5.5 days per week.
• Full salary and service charge provided during the probation period.
• Competitive salary, with staff accommodation or transportation allowance provided.
• Full benefits including insurance, annual leave, and holiday bonuses.
• Relocation support and annual home visit benefits.
• Annual Leave: 12 days of annual leave, with 1 additional day added each year.
• Employee Birthday: one paid day off and birthday gift.

• 6 months to 1 year of experience in hospitality, customer service, hotel or restaurant operations preferred
  
• Good communication skills in English, Korean, Russia
  
• Strong interpersonal skills, emotional intelligence, and problem-solving ability
  
• Pleasant appearance, confident and professional demeanor
  
• Willingness to work on a rotating shift schedule, including weekends and public holidays
  
• Familiarity with basic computer skills and customer service systems (e.g., reservation or PMS software).
  

• Apply now: careers[a còng]worldhotelslongbeach.com
• Hotline: 0383 400 990
• Address: 152 Tran Hung Dao Street, Cua Lap Duong To Hamlet, Phu Quoc Special Zone, An Giang Province, Vietnam
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