Guest Relation Officer

OUR PURPOSE AND CULTURE

At New World Phu Quoc Resort, we create memorable experiences through warm hospitality, genuine care, and a strong sense of place.

As part of Rosewood Hotel Group, we believe our associates are our greatest asset. We foster a culture of respect, teamwork, excellence, and continuous learning, empowering our people to deliver exceptional guest experiences every day.

THE TEAM

The Front Office team is responsible for creating exceptional guest experiences from arrival to departure. The Guest Relations team plays a key role in personalizing stays, building guest loyalty, and ensuring every guest feels welcomed, valued, and cared for throughout their journey.

YOUR ROLE

As a Guest Relations Officer, you will serve as an ambassador of New World Phu Quoc Resort, providing personalized service to guests and ensuring their stay exceeds expectations.

You will build relationships with guests, handle special requests, resolve concerns, and create memorable experiences that enhance guest satisfaction and loyalty.

HOW YOU'LL MAKE THE PLACE

• Welcome and greet guests warmly upon arrival.
• Build positive relationships with guests and anticipate their needs.
• Assist guests with inquiries, requests, reservations, and resort information.
• Coordinate special arrangements for VIPs, repeat guests, and special occasions.
• Handle guest feedback, concerns, and service recovery in a professional and timely manner.
• Conduct guest room and villa inspections for VIP arrivals when required.
• Work closely with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Promote resort facilities, dining venues, recreational activities, and special offers.
• Maintain accurate guest preferences and profiles.
• Support guest engagement activities and special events.
• Ensure all guest interactions reflect the values and standards of New World Phu Quoc Resort.
• Follow company policies, grooming standards, and service procedures at all times.

COULD THIS BE YOU?

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, or a related field preferred.
• Previous experience in Front Office, Guest Relations, Guest Experience, or Hospitality Operations is preferred.
• Excellent communication and interpersonal skills.
• Good command of spoken and written English.
• Additional foreign languages are an advantage.
• Proficiency in Microsoft Office and hotel systems is preferred.

Personal Attributes

• Passion for hospitality and guest service.
• Positive and outgoing personality.
• Professional appearance and excellent grooming standards.
• Strong problem-solving and communication skills.
• Attention to detail and commitment to service excellence.
• Ability to remain calm and professional when handling guest concerns.
• Team player with a proactive attitude.

OUR BENEFITS

• Competitive salary and monthly service charge.
• Sun Group Employee Benefits Program.
• Rosewood Complimentary Room Night Benefit.
• Associate accommodation and transportation support where applicable.
• Associate dining facilities.
• Uniform and laundry services.
• Learning and development opportunities.
• Career growth within Rosewood Hotel Group.
• Associate recognition and engagement programs.
• Healthcare and insurance benefits in accordance with company policy.