GUEST RELATIONS OFFICER
Mô tả công việc
GUEST RELATIONS OFFICER
JW Marriott Hotel & Suites Saigon
Location: Ho Chi Minh City, Vietnam Job Type: Full-time
About the Role: Ambassador of The JW Treatment™
As a Guest Relations Officer, you are the ultimate brand ambassador of JW Marriott’s legendary service, personally ensuring every guest experiences an atmosphere of genuine care, warmth, and tranquility from arrival to departure. Your role is to proactively craft personalized guest journeys, manage all inquiries with professionalism and empathy, and coordinate seamlessly across departments to deliver memorable, flawless stays.
This position demands a proactive, highly intuitive, and detail-oriented individual who thrives on elevating guest interactions and takes immense pride in consistently exceeding expectations through warm, efficient, and genuine service.
Key Responsibilities
- Warmly and professionally welcome, acknowledge, and assist all hotel guests, serving as the primary point of contact for service excellence.
- Ensure an expedited and refined check-in and check-out process for all guests, with special attention to VIPs, Marriott Bonvoy Elite members, and long-stay residents.
- Handle all guest inquiries, requests, and concerns immediately and effectively, ensuring swift and satisfactory resolution (service recovery).
- Coordinate inter-departmental services (Housekeeping, Concierge, F&B) to anticipate and fulfil bespoke guest needs without delay.
- Maintain accurate and current guest preference profiles and feedback in the property management system (PMS) to enable tailored service delivery.
- Proactively seek opportunities to offer thoughtful, personalized touches that enhance the guest’s overall experience.
- Support general Front Office operations during peak hours, ensuring overall lobby efficiency.
- Prepare and personally deliver welcome amenities, personalized correspondence, and special arrangements for designated VIPs and dignitaries.
- Strictly adhere to all hotel policies and procedures, including those pertaining to safety, security, data privacy, and confidentiality.
- Consistently uphold JW Marriott’s premium service standards and embody the brand’s core philosophy, “The JW Treatment.”
Yêu cầu công việc
- Education: A College or University Degree in Hospitality Management, Tourism, or a related field is highly preferred.
- Experience: A minimum of 1–2 years of relevant experience in Front Office, Guest Relations, or Concierge within a luxury or upscale 4/5-star hotel environment.
- Skills & Communication:
Exceptional interpersonal and verbal communication skills; ability to engage confidently with diverse international clientele.
- Proven proficiency in problem-solving and conflict resolution.
- Fluent in English (both written and spoken) is essential; proficiency in an additional language (e.g., Korean, Japanese, Mandarin) is a significant advantage.
- Attributes:
Impeccable professional presentation and a confident, consistently positive demeanor.
- Ability to work flexible shifts, including evenings, weekends, and public holidays, based on business needs.
- A genuine and profound passion for hospitality and ensuring total guest satisfaction.
Quyền lợi
- Competitive salary package and a monthly service charge (commensurate with hotel performance).
- Optimal work-life balance with a 5-day work week (2 days off).
- Daily Support: Complimentary duty meals provided in the staff cafeteria and professional uniform laundry service.
- Comprehensive Care: Full compliance with Vietnamese labor laws for Health and Social Insurance, supplemented by an annual health check-up.
- Global Perks: Attractive associate discounts on room stays, dining, and spa services across the Marriott International’s vast worldwide portfolio.
- Career Growth: Access to global training programs, mentorship, and clear career development opportunities within Marriott International.
- Supportive Culture: An inclusive, professional, and growth-focused working environment.