Guest Relations Agent

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 - 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 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.