IHG Guest Relation Manager - InterContinental Phu Quoc Long Beach Resort in Phu Quoc, Vietnam




Demonstrate a thorough

understanding of all facilities and services provided within the resort and

identify opportunities for up-selling and promoting when appropriate


Maintain friendly rapport with

guests in order to ensure their goodwill and repeat business


Set targets for the team

members in enrolling, upselling rooms and hotel products and services


Drive monthly room upselling




Create SOPs and training plan

of the Guest Relation team


Ensure that Guest Relation personals are effectively trained in order to

meet and exceed the guest expectation of services, maintain and increase the

quality of standards and services


Manage guest relations team to

ensure to comply with all standards and operating procedures


Create Guest Relations

Checklist and ensure consistent operational delivery in day-to-day basis


Examine daily duties, assign

tasks and check on progress


Controlling, monitoring and

ensuring completion of daily Guest Relations duties


Be able to motivate team and

drive for results on Guest Satisfaction (Heartbeat and other guest feedback

platform such as Tripadvisor), Employee Engagement, Room upselling targets


Contribute on analysing

customer feedback from Heartbeat and online reviews and suggest ways to improve

ratings for QCI meetings


Maintain staffing levels to

meet business demands


Appraise team’s performance and

produce regular reports


Maintain good communication and work relationships in all resort areas


Create good working environment

inside the team and at the working place


Attend & participate in

daily briefings as scheduled


Perform special projects and

related duties as assigned



Provide upscale guest service

experiences for guests throughout their stay


Review arrival lists for all

arrivals and VIP’s to coordinate with RAM to check room allocations, amenities

and special requests


Preview VIPs next day arrivals,

ensuring that those with special requests and those accorded special status by

resort are highlighted and fully briefed to Management and necessary related

functions are actions


Ensure that all repeat guests

are accorded personalized service recognize and welcome


Ensure special guests, like

disabled people, elderly, children and VIPs, receive personalized services


Monitor daily VIPs/IHG Rewards

Club/InterContinental Ambassador bookings and ensure assigned rooms are

prepared prior to check-in


Top VIPs MUST be welcomed upon

arrival, escorted to their room and bid farewell upon departure


Seek verbal feedback from guests

on a regular basis and respond to all Guest queries in a timely and efficient



Handle guest’s complaints or

requests and liaise with the department concerned to ensure immediate follow up,

give further instructions to the relevant staff if needed to ensure optimal

guest satisfaction.


Obtain as much information

about a guest’s stay to be entered in the guest history


Walk throughout the hotel

recognizing guests and engage with them appropriately


Take decisions on upgrades /

comps / rebates etc. as per stipulated hotel policies and procedures



Ensure the Guest Services areas

are maintained in excellent condition and cleanliness. Monitors maintenance

requests procedures and regularly inspects guest rooms, corridors, lobby,

public toilets, etc. to ensure proper maintenance and cleanliness


Values good grooming, personal

hygiene, and complies with hotel’s health and safety


Act in accordance with policies

and procedures when working with front of house equipment and property

management systems


Be responsible in keeping our

property safe and secure, to participate in any hotel activity related to Fire

Life safety


Report potential and existing

hazards and rectified immediately


Participate in training



Inventory working equipment and

stationaries ensuring smart usage and reducing waste and costs


Required Skills:

§ Communication skills are utilized a significant amount of time when

interacting with others; demonstrated ability to interact with customers,

employees and third parties that reflects highly on the hotel, the brand and

the Company

§ Able to read and write English

§ Proficient in the use of Microsoft Office and Front Office System

§ Ability to speak third language is a privilege

Qualifications: Diploma or Vocational

Certificate in Hotel Administration, Hotel Management or equivalent

Experience: 1-2

years’ experience in front office / guest services operations / customer

service, or an equivalent combination of education and experience.

Job: Front Office Management

Location: Vietnam-Phu Quoc

Requisition ID: ICPQ0148