Asst./ Guest Relations Manager

• Guest Relations Manager ensures exceptional guest satisfaction by overseeing all guest interaction points, managing VIP and special guests, and maintaining the highest standards of personalized service. This role acts as the bridge between guests and all hotel departments, ensuring smooth communication and a memorable 5-star experience throughout the guest’s stay.

• As the representative of Front Office Manager and Director of Rooms during their absence, ensure smooth operations and effective guest service delivery, make key service decisions and maintain hight standards of guest satisfaction.

• Welcome VIPs, repeat guests, and important partners, ensuring personalized attention and high-quality service

• Oversee the daily operations of the Guest Relations team, ensuring efficient service and professional guest engagement.

• Handle guest inquiries, complaints, and requests promptly, providing quick and effective solutions..

• Coordinate with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments to ensure seamless service delivery.

• Monitor guest satisfaction through feedback, surveys, and interactions, and implement improvement initiatives.

• Maintain accurate guest profiles, preferences, and special requirements within the hotel’s PMS.

• Manage pre-arrival arrangements and ensure smooth check-in/out procedures for VIPs and groups.

• Train, supervise, and motivate Guest Relations staff to enhance service skills and maintain 5-star standards.

• Prepare daily reports on guest feedback, special events, and VIP movements for management review.

• Lead hotel tours and assist with media, special delegations, or government visits when needed.

• Promote hotel services and support guest engagement programs, loyalty memberships, and upselling initiatives.

• Attractive salary and benefits, full service charge and salary during probation period

• Good opportunity for learning and development

• Educational and living expenses allowance

• Benefits for seniority

• 12 annual leaves, 8 days off per month

• Duty meal, uniform provided by Company

• Insurances as per law

• Accident Insurances 24/7

• Dormitory for staff (terms and conditions applied)

• Great change to discover internal and external training programs

• Other benefits will be shared in the interview

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.

• Additional certifications in customer service or hospitality are an advantage

• Excellent communication and interpersonal skills in Vietnamese and English; additional languages are an advantage.

• At least 2–3 years of experience in Front Office, Guest Relations, or Customer Service within a hotel or resort environment.

• Experience in luxury hotels or international hospitality brands is preferred

• Proficient in PMS systems, Microsoft Office suite, and reporting tools.

• Strong sense of responsibility with a guest-centric mindset and passion for luxury hospitality.

• Exceptional leadership skills with the ability to supervise, train, and inspire a team.

• Excellent problem-solving abilities and decision-making skills, especially under pressure.

• Strong organizational skills, attention to detail, and the ability to manage multiple guest needs simultaneously

• Flexibility and adaptability to shifting guest demands and operational changes

• Understanding of revenue enhancement opportunities through guest engagement and upselling initiatives.