Guest Relations Agent

Job description

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

We are seeking an enthusiastic and customer-focused Guest Relations Agent to join our team in the beautiful island of Phu Quoc, Vietnam. As a Guest Relations Agent, you will be the primary point of contact for our esteemed guests, ensuring their stay is nothing short of exceptional.

·  Welcome and assist guests upon arrival, providing a warm and professional check-in experience
·  Serve as the main point of contact for VIP guests, ensuring all departments are briefed on their specific requirements
·  Manage the Guest Relations Desk in the hotel lobby, addressing inquiries and requests promptly
·  Coordinate with various departments to ensure guest rooms, especially VIP accommodations, meet the highest quality standards
·  Anticipate and fulfil guest needs, consistently exceeding expectations
·  Handle guest complaints and concerns with empathy and professionalism, seeking timely resolutions
·  Maintain up-to-date knowledge of hotel services, amenities, and local attractions
·  Coordinate special requests and arrange personalised experiences for guests
·  Ensure compliance with all hotel service standards and procedures
·  Participate in departmental meetings and contribute ideas for service improvement
·  Promote hotel services and upsell when appropriate
·  Maintain accurate guest records and preferences in the hotel's property management system

Qualifications

·  Proven experience in guest relations within the hospitality, leisure, or entertainment sectors
·  Excellent command of English; knowledge of additional languages is advantageous
·  Strong interpersonal and communication skills, with the ability to build rapport with guests from diverse backgrounds
·  Demonstrated ability to handle challenging situations and resolve conflicts effectively
·  Exceptional personal presentation and a professional demeanour
·  Strong attention to detail and ability to multitask in a fast-paced environment
·  Computer literacy, including proficiency in property management systems (PMS) and Microsoft Office programmes
·  Passion for delivering outstanding guest experiences and exceeding service expectations
·  Ability to work collaboratively in a team environment
·  Flexibility to work various shifts, including weekends and holidays
·  Knowledge of Vietnamese culture and customs, with an understanding of local attractions and services in Phu Quoc
·  Calm and composed demeanour, even under pressure
·  Willingness to continuously learn and adapt to new challenges
·  Ability to anticipate guest needs and take proactive measures to ensure guest satisfaction

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.