Assistant Guest Relations Manager / Trợ Lý Quản Lý Quan Hệ Khách Hàng

• Oversee the operations of the Guest Relations Desk.

• Ensure our Accor Live Limitless members are recognized upon arrival, receiving a warm greeting and appropriate assistance.

• Ensure that all Front Office Standards, Operating policies and procedures are adhered.

• Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests.

• 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.

• Represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests and all employees.

• Supervise Guest Relation Officers and prepare the weekly duty rosters.

• Keep the immediate manager fully informed of all problems or unusual matters of significance.

• Maintain transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.

• 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.

• Offer current knowledge on all resort’s products, services, policies, and emergency procedures.

• Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.

• Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.

• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.

• Assist the Guest Relation Manager in continuously improving the overall ratings and is held accountable for the guest relations experience.

• Performs related duties and special projects assigned by Manager.

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

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

Please send your CV in either Vietnamese or English.

HR Department Contact:

0962 528 736 (Ms. Helen)