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The Hoxton Logo The Hoxton · Hospitality and Tourism

Guest Relations Agent

Vietnam, Phu Quoc · Job Posted January 04, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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 we offer

  • 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
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