We are seeking an enthusiastic and customer-focused Guest Relations Supervisor to join our team in the beautiful island of Phu Quoc, Vietnam. As a key member of our front office team, you will be responsible for ensuring exceptional guest experiences and leading our guest relations efforts.
- Oversee the daily operations of the Guest Relations team, ensuring a personalised and seamless guest experience from arrival to departure
- Warmly greet and assist VIP and returning guests, managing their check-in/check-out process and ensuring their preferences are met
- Handle guest feedback, concerns, and complaints promptly and professionally, striving for optimal resolution and guest satisfaction
- Collaborate with various departments, including Front Office, Housekeeping, and Food & Beverage, to anticipate and fulfil guest needs
- Maintain detailed guest profiles and records of preferences to enhance future visits
- Train, guide, and motivate Guest Relations Officers, ensuring adherence to high service standards
- Coordinate special guest events, amenities, and welcome arrangements
- Monitor online reviews and guest satisfaction scores, implementing action plans for continuous improvement
- Promote the local culture and attractions of Phu Quoc, enhancing guests' overall experience on the island