Guest Relations Agent (Korean Speaking)

As a Guest Relations Agent at Fairmont Hanoi, you will be the face of the hotel for our most discerning guests. You will ensure every guest experience is warm, personalized, and seamless from arrival to departure, with particular attention to VIPs, long-stay, and return guests. You will uphold the service excellence standards of Fairmont and Accor.

Responsibilities

Guest Experience

• Personally welcome hotel guests with warmth and efficiency
• Conduct room escort and in-room check-ins as required
• Ensure guest preferences and special requests are followed and communicated to relevant departments
• Manage guest complaints and concerns professionally, resolving them promptly or escalating to the Guest Relations Manage/Duty Manager
• Handle guest pre-arrival and post-departure communication to ensure continued satisfaction
• Maintain detailed guest history records using Opera

Coordination & Communication

• Liaise with Front Desk, Housekeeping, Butler, F&B, and Concierge to ensure guest expectations are exceeded.
• Coordinate with Housekeeping for room readiness and amenities, especially for special arrivals (honeymooners, VIPs, celebrities).
• Work closely with Fairmont Gold team (if applicable) to ensure seamless transitions between departments.

Administrative & Reporting

• Maintain the daily guest relations logbook
• Assist in preparing welcome cards, rooming lists, arrival reports, and VIP trackers.
• Monitor guest feedback through platforms like TrustYou, TripAdvisor, and report trends to the manager.

Standards & Protocol

• Uphold Fairmont standards in appearance, language, and behavior
• Maintain confidentiality of all guest information
• Participate in regular training, briefings, and service audits

• Competitive salary package with service charge/ Mức thu nhập cạnh tranh cùng phí phục vụ hấp dẫn
• Full salary and service charge during probation/ Hưởng 100% lương và phí phục vụ trong thời gian thử việc
• Thoughtfully designed benefits supporting your wellbeing and growth/ Chính sách phúc lợi toàn diện, quan tâm đến sức khỏe và sự phát triển của nhân viên
• 2 days off per week/ 02 ngày nghỉ mỗi tuần
• Social insurance in accordance with the law/ Tham gia đầy đủ các chế độ bảo hiểm theo quy định
• Attractive gifts for public holidays and special occasions/ Quà tặng hấp dẫn vào các dịp lễ, Tết và sự kiện đặc biệt
• Annual Summer Outing/ Chương trình nghỉ mát hè thường niên
• Daily meals provided at the Staff Cafeteria/ Bữa ăn hằng ngày tại căng tin nhân viên
• A chance to grow your career in a luxury, world-class environment/ Cơ hội phát triển sự nghiệp trong môi trường khách sạn hạng sang đẳng cấp quốc tế
• Learning & Development opportunities within Accor Group/ Cơ hội học tập và phát triển nghề nghiệp trong hệ thống Accor
• Global career mobility opportunities/ Cơ hội phát triển và luân chuyển nghề nghiệp trên toàn cầu
• Professional and inspiring working environment/ Môi trường làm việc chuyên nghiệp và truyền cảm hứng
• Recognition culture & employee engagement activities/ Văn hóa ghi nhận thành tích và các hoạt động gắn kết nhân viên

Knowledge and Experience

• Minimum 1 of experience in Front Office
• Previous experience in a luxury hotel environment preferred
• Proficiency in Opera PMS and Microsoft Office
• Native or almost-native level Korean language skills (verbal + written)
• Positive attitude, good command of English, willing to learn
• Flexible working shifts, weekends and holidays as required

Competencies

• Guest-oriented and customer focus service minded
• Strong attention to detail and ability to handle multiple priorities
• Excellent communication, organizational, and problem-solving skills
• Courteous and helpful
• Comfortable working in a dynamic and multicultural environment