Guest Experience Host — Night Shift

At Stay Circadian, over 90% of our guests are international travelers. The night shift isn't downtime — it's when real hospitality happens: a guest locked out at 2am, a last-minute booking change, a complaint that needs resolving before morning. This role is built for someone who's calm under pressure, genuinely cares about guests, and wants to grow beyond a typical front desk job. You'll pick up real, practical experience working with international guests and modern booking platforms — skills that go beyond a traditional hotel front office role. Most nights, you'll coordinate in real time with another Host on shift.

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WHAT YOU'LL DO

1. Guest Experience

• Monitor and respond to guest messages across assigned channels throughout the shift
• Handle check-ins, overnight requests, and guest complaints as they arise
• Visit nearby properties when needed for on-site guest support
• Document incidents, special requests, and negative feedback — preparing a clear handover for the incoming day shift

2. Property & Security

• Inspect vacant rooms, hallways, lobby, and entrance areas each shift
• Confirm all entry points are secured and access control systems are active
• Identify and report maintenance issues; support the Maintenance team with basic pest-control checks during room inspections

3. Booking, Payments & Handover

• Review room and occupancy status throughout the shift; record vacant or unsold rooms
• Track booking changes: extensions, early checkouts, cancellations, and no-shows
• Reconcile daily payments against bookings; record extra fees and track refunds
• Complete the full night audit report before shift end — covering room status, booking changes, payments, no-shows, and cancellations
• Maintain the Shift Handover Log so the day team walks in fully informed

Working Hours

• Rotating night shifts: 21:00–05:00 or 00:00–08:00 (shift schedule varies)
• 6 working days per week, with shifts typically staffed by 2 Hosts working together

WHY CIRCADIAN

1. Compensation & Rewards

• Base salary: 12–15M VND/month, commensurate with experience
• Night shift allowance on top of the base salary
• 13th-month salary based on business performance
• Annual performance bonus based on KPIs
• Annual salary review

2. Benefits & Leave

• Full social, health, and unemployment insurance in accordance with Vietnamese labor law
• 12 days of paid annual leave, with unused leave carried over to the following year
• Phone allowance
• Birthday bonus and support for important life events such as weddings and bereavement

3. Training & Development

• Access to structured training in hospitality and OTA operations

4. Team & Culture

• Team bonding activities, including mid-year and year-end parties, Mid-Autumn celebrations, Christmas, and more

Circadian is an equal opportunity employer — we hire based on skills, attitude, and fit for the role.

WHAT WE NEED FROM YOU

• Minimum 1 year in customer service, hospitality, hotel operations, or a similar guest/customer-facing role
• Strong written and spoken English — you'll be communicating with international guests daily
• Comfortable with Excel or Google Sheets for logging and reporting
• Detail-oriented and reliable when working independently through the night
• Calm and decisive when handling unexpected situations or guest escalations
• Available for a rotating overnight shift schedule

Nice to have:

• Familiar with OTA platforms: Airbnb, Booking, Agoda, or similar
• Experience with EZCloud, Smoobu, or similar PMS/Channel Manager
• Prior exposure to OTA dispute management or chargeback processes
• Comfortable with basic tech troubleshooting (access systems, cameras) during off-hours

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