Fraser Suites

1. Guest Experience & Relationship Management:

• Serve as the primary point of contact for Long-Staying Guests (LSGs) and VIP guests throughout their stay.
• Establish guest connections prior to arrival by sending personalized welcome communications and responding to inquiries.
• Personally welcome and bid farewell to guests during check-in and check-out, including escorting guests to their apartments when appropriate.
• Conduct property orientation tours, apartment walk-throughs, and local area introductions to help guests settle comfortably.
• Build strong guest relationships through regular engagement, including courtesy calls and personalized breakfast or coffee meetings within two weeks of arrival.
• Maintain comprehensive and up-to-date guest profiles, including preferences, stay history, special occasions, and personal interests to facilitate personalized service.
• Anticipate guest needs and proactively address concerns, requests, and feedback, ensuring timely resolution and guest satisfaction.
• Act as the property's Review Pro Champion, monitoring, managing, and responding to online guest reviews and feedback channels.
• Maintain a thorough understanding of property facilities, services, local attractions, transportation options, and emergency procedures to effectively assist guests.

2. Pre-Arrival, Arrival & Departure Coordination:

• Review daily arrival reports for LSGs and VIPs to ensure all preferences and special requests are arranged in advance.
• Conduct pre-arrival room inspections to verify cleanliness, maintenance standards, and the readiness of amenities and special setups.
• Coordinate with relevant departments to ensure a smooth and personalized arrival experience.
• Respond to guest emails and inquiries within established service standards, ensuring professional and timely communication.
• Coordinate departure arrangements, including transportation, luggage assistance, move-out procedures, and onward travel bookings as required.
• Ensure all guest interactions and requests are accurately documented and communicated to relevant departments.

3. Resident Engagement & Community Building:

• Plan, coordinate, and execute monthly resident activities, social events, and quarterly networking functions to enhance guest engagement and community spirit.
• Develop and maintain the resident activities calendar and ensure effective communication of upcoming events through all guest-facing channels.
• Update activity boards, digital displays, and resident communication materials to promote participation and awareness.
• Prepare personalized welcome amenities, handwritten notes, celebration arrangements, and farewell gifts to enhance the guest experience and create memorable moments.

4. Administration & Operational Support:

• Maintain organized guest records, departmental files, and administrative documentation.
• Manage office supplies and inventory to ensure adequate stock levels and operational readiness.
• Coordinate effectively with Front Office, Housekeeping, Engineering, Sales, and other departments to ensure seamless guest service delivery.
• Prepare reports, track guest engagement initiatives, and maintain accurate service records as required by management.

• Tham gia BHXH, BHYT, BHTN sau 2 tháng thử việc
• Thưởng Lễ Tết, lương tháng 13+ theo quy định công ty
• Cung cấp bữa ăn ca, đồng phục, nơi gửi xe
• Tham gia các hoạt động kết nối, đào tạo
• 12 ngày phép/năm

Qualifications: Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business, English, or a related field.

Experience:

• Minimum 3 to 4 years of experience in Guest Relations, Concierge, Front Office, Customer
• Experience, or similar guest-facing roles within premium hotels, serviced residences, or luxury hospitality environments.

Competencies:

• Excellent verbal and written communication skills in English.
• Strong interpersonal skills with the ability to build rapport and meaningful relationships with guests from diverse backgrounds.
• Passion for delivering personalized service and creating memorable guest experiences.
• Highly organized with exceptional attention to detail and follow-through.
• Able to work independently while effectively collaborating across departments.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint) and property management systems.
• Positive, professional, and service-oriented attitude with strong problem-solving abilities.