Guest Relation Officer

Carrying HILTON value, elevating every moment of the guest journey – visible, approachable, ready to interact, make the guest feel seen, handles inquiries, and promptly resolves concerns to ensure the guest hasan enjoyable stay. Conducts room inspections and consistently implements departmental standards andprocedures to achieve the highest level of guest satisfaction.

At Hilton, our promise is “to ensure every guest feels cared for, valued and respected”, which means we need you to live our Hilton Values and embrace our The World Iconic Host culture, which you will be shared andtrained when you join us.

- Be the guest's first point of contact, and the anticipate their needs. Hilton Host provides quick help, from easing queues, assisting with luggage, providing directions, a daily touch table at Breakfast, andevening cocktails. a bridge between all departments.

- Ensuring all guests and, especially, Hilton Honors members, VIP from the group, Limousine booked guests, and Top 100 guests are provided with a bule carpet welcome, and farewelled. Established a warm acknowledgement, and guests experience recognition, reinforcing their sense of being valued.

- Creating a memorable moment where we can add small but thoughtful gestures, like remembering a recommendation or offering a friendly re-welcome in the evening, gives guests stories to share andreasons to return and host the guest with our HEART.

- Using the Surprise and Delight tool – ensure marking special occasions like birthdays or anniversaries with an unexpected gesture brings delight.

- Make It Right and Problem Resolutions – understand the Stay Experience in key areas such as arrivals, problem resolution, service quality, breakfast, and Hilton Honors recognition. What the host will dodifferently in the guest journey.

- Take ownership of the guest, troubleshoot issues, communicate and work together with the team, allocate the follow-up with the guest rather than just handing the guest over. Use the HEART modelto solve the guest’s concern.

- Understand and implement the World’s Iconic Host in daily operation and provide services to customers.

- Be proactive and observant in service to identify guest needs before being asked.

- Record guest feedback in the Duty Manager Report and share insights with relevant departments for follow-up and future prevention.

- Brand Representation & Storytelling - Represent the Hilton Saigon with elegance, warmth, and professionalism, embodying the role of “host”.

- Have a good understanding of the Hotel’s emergency procedures, Hotel security, fire regulations, and all health and safety legislation, and ensure implementation of those related to your department

- Know the department procedures and standards; ensure the implementation of all department procedures and standards

- Fully paid insurance regimes: social insurance, health insurance, unemployment insurance, health insurance

- Get job-related professional training, opportunities for advancement.

- Professional and classy working environment.

• Highly Emotive & Approachable – Able to connect with diverse guests naturally, projecting genuine

warmth.

• Polished & Presentable – Exemplary Hilton Host coming and professional presence, signaling

premium Hilton standards.

• Empathetic Listener – Attentive to guests’ unspoken needs and able to respond with sensitivity.

• Confident Yet Humble – Comfortable making empowered decisions, without arrogance.

• Team-Oriented – Collaborates seamlessly with Front Desk, Concierge, Housekeeping, F&B, and

other stakeholders in the hotel.

• Hands-On & Willing to Help – Always ready to step in whenever needed, from carrying luggage to

assisting at breakfast or managing queues.

• Dual Language Ability – Fluency in English plus local language (with flexibility based on guest mix).

• Possesses Cultural Awareness – Sensitive to international guest expectations and able to adjust

accordingly.

• Hotel Knowledge – Keeps up to date with the happenings & facilities in the hotel for guest

recommendations

• Interpersonal Connection & Empathy – Ability to quickly establish and nurture strong rapport and

personal connections with guests.

• Clear Communicator – Clear, friendly and adaptable in tone, able to switch comfortably between

casual and professional interactions.

• Committed to support and delivering Department and Company KPIs

• Committed to delivering high levels of Guest service

• Excellent grooming standards

• Ability to work with ownership as well within a team

• Flexible and reliable

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• A degree or diploma in Hotel Management or equivalent

• Fluency in other languages, Chinese, Korean, and Japanese, is preferable

• Familiar with Property Management Systems; Opera system

• Previous experience in guest relations or front-of-house hospitality.