Guest Relations Supervisor

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 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.