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Guest Relations Manager

2 weeks ago

Phú Quốc, Vietnam MOVENPICK Full time

**Company Description** Mövenpick Resort Waverly Phu Quoc** and **Mövenpick Villas & Residences Phu Quoc** is a vibrant beachfront destination on the stunning island of Phu Quoc, Vietnam. Boasting over 700 accommodations, including residences, villas, and hotel rooms, the property offers a private beach and an array of exceptional amenities. Guests can indulge in diverse culinary experiences at our all-day dining and specialty restaurants, relax at the beach club, or enjoy premium offerings in our lounge and snack areas.

With versatile event spaces, including ballrooms, meeting rooms, and outdoor venues, the resort is ideal for hosting a wide range of gatherings, from intimate meetings to grand celebrations. Recreational highlights include four expansive swimming pools, two kids’ pools, a serene spa and wellness center, a kids’ club, and a variety of entertainment and sports activities. Mövenpick Phu Quoc ensures a memorable experience for every guest.

We are seeking an experienced **Guest Relations Manager** to lead our efforts in ensuring unforgettable guest experiences. As a key member of our front-of-house team, you will be the primary point of contact for our guests, anticipating their needs and exceeding their expectations. You will coordinate with various departments to ensure smooth operations and personalized services tailored to each guest. Additionally, you will play a crucial role in elevating the guest journey by implementing creative and innovative approaches to enhance their stay.

**Key Responsibilities**:

- Welcome guests warmly and ensure their comfort throughout their stay.
- Handle guest inquiries, complaints, and special requests with professionalism and efficiency.
- Collaborate with all departments to ensure seamless service delivery.
- Monitor guest feedback and reviews, taking action to improve guest satisfaction.
- Develop and maintain relationships with VIPs, repeat guests, and key stakeholders.
- Handle and control all loyalty program processes according to guidelines and ensure member benefits are delivered as per program promises.
- Train and monitor the team of Villa Hosts to enhance exceptional service delivery for our villa guests.
- Train and mentor the Guest Relations team to deliver exceptional service.
- Assist with special events, celebrations, and unique guest experiences.

**Qualifications**
- Bachelor’s degree in Hospitality, Business Management, or a related field.
- Proven experience in a guest-facing role, preferably in a luxury or beach resort.
- Strong interpersonal and communication skills in English; additional languages are a plus.
- Excellent problem-solving abilities and a proactive mindset.
- A warm, friendly personality with a passion for hospitality.
- Knowledge of local culture and attractions is an advantage.

**Additional Information** What We Offer**:

- Competitive salary and benefits package.
- Opportunity to work in a vibrant, international environment.
- Career growth and development opportunities within AccorHotels.
- Employee wellness programs and discounts at Mövenpick and Accor properties worldwide.
- Training programs online and regionally (face-to-face) to enhance skills and knowledge.

This role is for a national under local contract.