Front Office & Guest Experience Executive

What’s the Job?

As a Front Office & Guest Experience Executive, you will be the face of Rêve HCMC, creating a seamless arrival and departure experience while ensuring every interaction leaves a lasting impression. You’ll combine operational excellence with a genuine passion for service — anticipating guest needs, resolving issues with care, and bringing to life the thoughtful, personal hospitality that defines our boutique luxury identity.

You’ll also act as a key contact for guest experience enhancement, ensuring that service standards and emotional engagement align with the Vignette Collection promise and IHG’s True Hospitality philosophy.

Your Day to Day

Guest Experience

Be the warm, genuine welcome that sets the tone for each guest’s stay.

Handle check-in, check-out, and all front desk procedures efficiently, ensuring accuracy and professionalism.

Anticipate guest needs and personalize experiences — remembering preferences, recognizing returning guests, and creating meaningful connections.

Manage guest feedback, handle complaints or special requests promptly, and follow up to ensure full satisfaction.

Coordinate with other departments (Housekeeping, F&B, Engineering, Reservations) to deliver seamless service and resolve guest concerns.

Maintain detailed guest profiles and ensure all preferences are recorded in the system for future stays.

Promote IHG One Rewards enrollment and actively communicate hotel services, promotions, and local recommendations.

Act as a brand ambassador, ensuring the hotel’s tone, aesthetic, and service philosophy are consistently reflected in every interaction.

Front Office Operations

Supervise daily front desk operations, ensuring all activities run smoothly and in line with hotel standards.

Conduct shift briefings to communicate hotel activities, VIP arrivals, and operational updates.

Ensure accurate handling of reservations, cash transactions, billing, and guest folios.

Support and guide team members on credit policies, cashiering, and guest service procedures.

Maintain accurate occupancy statistics, reports, and guest history data.

Handle group arrivals, special events, and coordinate room allocations as needed.

Keep an updated understanding of local attractions, cultural events, and experiences to assist guests with insider recommendations.

People & Team

Support the Front Office Manager in training, coaching, and motivating team members to uphold service standards.

Lead by example, fostering teamwork and a positive work environment built on IHG’s values — Trust, Integrity, Respect, One Team, and Service.

Communicate effectively across shifts to ensure continuity of service and information flow.

Responsible Business

Follow IHG and hotel policies on safety, security, and data privacy at all times.

Maintain key control and manage confidential guest information responsibly.

Support sustainable operations through efficient resource use and environmentally conscious practices.