Guest Relations Manager

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 exceptional Guest Relations Manager to join our team in the beautiful island paradise of Phu Quoc, Vietnam. As the face of our hotel, you will play a crucial role in ensuring our guests have an unforgettable experience from check-in to check-out.

• Lead and inspire the front office team to deliver exceptional customer service
• Manage guest inquiries, special requests, and complaints with professionalism and empathy
• Oversee the check-in and check-out processes, ensuring efficiency and guest satisfaction
• Coordinate with other departments to fulfill guest needs and resolve any issues promptly
• Implement and maintain guest loyalty programs to encourage repeat visits
• Monitor and analyze guest feedback to continuously improve service quality
• Organize and conduct regular team meetings and training sessions
• Manage VIP guest arrivals and ensure personalized experiences
• Develop and maintain relationships with key partners and local businesses
• Stay informed about local attractions and services to provide expert recommendations to guests
• Ensure compliance with hotel policies, procedures, and safety regulations
• Participate in the development and implementation of marketing strategies to enhance guest experience

Qualifications

• Proven leadership experience in front office operations within a luxury hotel environment
• Strong knowledge of Opera PMS or equivalent property management systems
• Bachelor's degree in Hospitality Management or related field preferred
• Fluency in English and Vietnamese; additional languages are a plus
• Exceptional interpersonal and communication skills with a customer-centric approach
• Demonstrated ability to handle guest complaints and resolve issues effectively
• Strong organizational and multitasking skills with attention to detail
• Excellent problem-solving abilities and decision-making skills
• Team leadership experience with the ability to motivate and develop staff
• In-depth knowledge of hospitality industry standards and best practices
• Familiarity with local attractions, culture, and services in Phu Quoc
• Flexibility to work varying shifts, including weekends and holidays
• Proficiency in Microsoft Office suite and hotel management software
• Ability to remain calm and professional in high-pressure situations

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.