Guest Relation Officer/Nhân viên Quan hệ Khách hàng

Where every detail tells a story - including yours

La Veranda Resort Phu Quoc - MGallery a member of the Accor group, is seeking a passionate and service driven Guest Relations Officer to join our boutique beachfront retreat.

As a Guest Relation Officer, you will be the face and heart of the guest experience creating warm welcomes, meaningful connections and unforgettable moments for each and every guest.

If you are enthusiastic about hospitality, fluent in Chinese and English and dedicated to going above and beyond, we invite you to become part of our MGallery story.

Key Responsibilities:

1. Provide warm, professional, and personalized service to all guests.
2. Coordinate effectively with Front Office, Housekeeping, F&B, Sales, Spa, and other departments to meet guest expectations.
3. Greet VIP guests and manage airport arrivals and departures.
4. Support Reception with check-in/check-out procedures when needed.
5. Monitor bell and driver service in collaboration with the Receptionist.
6. Conduct daily room inspections and ensure VIP rooms and amenities are properly arranged.
7. Update guest profiles (including email) in the Smile System and record monthly guest feedback.
8. Share daily updates on VIPs and return guests, and weekly updates on VIPs, groups with department heads.
9. Stay informed about room types, rates, promotions, and hotel services.
10. Handle guest requests, preferences, and special occasions with care and efficiency.
11. Maintain cleanliness and uphold grooming standards.
12. Ensure strict compliance with hotel safety, hygiene, and HACCP policies.
13. Attend mandatory training and uphold operational standards.