[Phan Thiết] Nhân viên Chăm sóc Khách Hàng | Guest Relation Officer

• Welcome and engage guests in a warm, friendly and professional manner, creating a positive first and lasting impression.
• Proactively interact with guests to understand their needs, preferences and expectations throughout their stay.
• Handle guest inquiries, requests, feedback and complaints professionally, ensuring timely follow-up and effective service recovery.
• Monitor guest satisfaction and follow up on guest feedback to ensure concerns are addressed and resolved.
• Assist with VIP arrivals, special occasions, repeat guests and other priority guests, ensuring all arrangements and preferences are properly coordinated.
• Maintain accurate guest profiles, preferences, requests and relevant information in Opera/PMS and other hotel systems.
• Coordinate with Front Office and relevant departments to ensure smooth handling of guest requests and special arrangements.
• Provide accurate information about hotel facilities, services, restaurants, activities, promotions and local attractions.
• Promote hotel facilities, services, packages, room upgrades and ALL – Accor Live Limitless benefits where appropriate.
• Monitor guest movements and special requirements, proactively identifying opportunities to enhance the guest experience.
• Conduct guest courtesy calls and/or visits as required and follow up on outstanding guest matters.
• Maintain close communication with Front Office and other departments during shift handover to ensure continuity of guest service.
• Record and report guest comments, complaints, service recovery actions and follow-up requirements accurately.
• Maintain a high standard of personal appearance, professional conduct and service etiquette at all times.
• Ensure compliance with hotel standards, safety, security, emergency and health procedures.
• Participate in daily briefings, meetings, training and other guest experience initiatives.
• Perform any other duties and responsibilities as assigned by management based on hotel operational needs.

• Service charge
• 2 days off/week
• Full Social Insurance
• Uniform & Laundry
• Accomodation for candidate from another city
• Shuttle bus from the city to resort and back
• International work environment
• Duty meals
• Accor Group employee benefits (discussed in interview)

• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or a related field is preferred.
• Minimum 1 year of experience in Guest Relations, Front Office, Guest Services, Concierge or a related hospitality position.
• Previous experience in an international hotel/resort is an advantage.
• Excellent communication and interpersonal skills with a strong guest service orientation.
• Good command of English; additional languages are an advantage.
• Proficient in Microsoft Office and Opera/PMS or other hotel systems.
• Strong problem-solving, complaint handling and service recovery skills.
• Positive, proactive and professional attitude with the ability to remain calm under pressure.
• Strong attention to detail with the ability to anticipate and respond to guest needs.
• Good sales and upselling skills with a focus on enhancing the guest experience.

- Potrait Photo

- Residence documentary

- Notaried ID Card

- Health check

- Criminal Record