Guest Relations Supervisor

Job Description

We are seeking an enthusiastic and customer-focused Guest Relations Supervisor to join our team in the beautiful island of Phu Quoc, Vietnam. As a key member of our front office team, you will be responsible for ensuring exceptional guest experiences and leading our guest relations efforts.

• Oversee the daily operations of the Guest Relations team, ensuring a personalised and seamless guest experience from arrival to departure
• Warmly greet and assist VIP and returning guests, managing their check-in/check-out process and ensuring their preferences are met
• Handle guest feedback, concerns, and complaints promptly and professionally, striving for optimal resolution and guest satisfaction
• Collaborate with various departments, including Front Office, Housekeeping, and Food & Beverage, to anticipate and fulfil guest needs
• Maintain detailed guest profiles and records of preferences to enhance future visits
• Train, guide, and motivate Guest Relations Officers, ensuring adherence to high service standards
• Coordinate special guest events, amenities, and welcome arrangements
• Monitor online reviews and guest satisfaction scores, implementing action plans for continuous improvement
• Promote the local culture and attractions of Phu Quoc, enhancing guests' overall experience on the island

Qualifications

• Minimum of 3 years' experience in a guest relations or front office supervisory role, preferably in a large scale, high volume, luxury hotel or resort
• Excellent communication and interpersonal skills, with a friendly and professional demeanour
• Strong leadership abilities and experience in team management
• Proven problem-solving skills and the ability to make decisions in a fast-paced environment
• Fluency in English; additional languages, particularly Vietnamese, would be advantageous
• Proficiency in hotel management software systems, such as Opera PMS
• Detailed-oriented with exceptional organisational skills
• Empathetic approach to guest service with a genuine passion for hospitality
• Cultural sensitivity and awareness, with knowledge of Vietnamese culture and customs preferred
• Ability to work flexible hours, including evenings, weekends, and holidays
• Well-groomed appearance and confident presence

Additional Information

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.