Guest Relations Agent

**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.

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.