Guest Relations Manager

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

As Guest Relations Manager at Fairmont, you will be the face of the hotel for our most valued guests. You are responsible for ensuring a seamless and personalized guest journey, from pre-arrival to post-departure. Your leadership, attention to detail, and passion for service will help create unforgettable experiences, especially for VIPs, long-stay guests, and repeat visitors.

Responsibilities

Guest Engagement & Experience

• Welcome and escort VIP and special attention guests with warmth and professionalism
• Oversee guest recognition programs and maintain up-to-date guest profiles
• Champion of Club loyalty programs
• Handle guest requests, preferences, and complaints with discretion and efficiency
• Proactively anticipate guest needs and coordinate personalized touches

Team Leadership

• Lead the Guest Relations team, including Guest Relations Officer, Hostess and Lobby Ambassadors
• Train, coach, and inspire team members to uphold brand service standards
• Conduct performance evaluations, daily briefings, and service recovery training

Operational Excellence

• Monitor lobby operations and always ensure a welcoming atmosphere
• Coordinate closely with Housekeeping, Food & Beverage, Concierge, and other departments to ensure a flawless stay
• Review and respond to guest feedback from TrustYou, TripAdvisor, and internal surveys and coordinate necessary improvements

Administration & Reporting

• Prepare daily VIP reports and distribute pre-arrival summaries to key departments
• Maintain detailed logs of guest preferences, feedback, and incidents
• Analyze service trends and implement strategies for continuous improvement

Knowledge and Experience

• Degree or diploma in Hospitality Management or related field
• Minimum 1-2 years in a leadership role in Guest Relations, or Front Office in a luxury hotel
• Proficiency in Opera PMS and Microsoft Office
• Fluent in English, both verbal and written
• Flexible working shifts, weekends, and holidays as required

Competencies

• Guest-oriented and customer focus service minded
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to handle multiple priorities
• Courteous and helpful
• Comfortable working in a dynamic and multicultural environment