Swiss-Belvillas Solavita Binh Tien

We are seeking a highly professional and service-driven Head of Guest Relations to lead the resident experience function of our luxury Branded Residence – Hanoi Signature by Swiss-Belhotel. This role is responsible for delivering hotel-level service standards within a residential environment while building and managing a dedicated Guest Relations team.

Responsibilities

• Lead and manage the Guest Relations team.
• Oversee the full resident journey: pre-arrival coordination, move-in, daily services, issue resolution, and retention.
• Ensure service delivery aligns with brand standards and luxury hospitality benchmarks.
• Act as the primary escalation point for resident complaints and service recovery.
• Coordinate closely with Operations, Housekeeping, Engineering, Security, and Concierge teams to ensure seamless service delivery (without direct management responsibility over those departments).
• Develop and implement SOPs, service protocols, and training programs specifically for the Guest Relations department.
• Monitor resident satisfaction, service KPIs, and feedback mechanisms.
• Build strong relationships with long-stay residents and high-profile clientele.
• Support departmental budgeting, staffing plans, and performance management within the Guest Relations function.

Qualifications

• Minimum 5–8 years of experience in luxury hospitality, preferably with international hotel brands.
• Previous experience as Front Office Manager, Guest Relations Manager, or similar leadership role.
• Experience in serviced apartments or branded residences is highly preferred.
• Strong leadership and team development capabilities.
• Solid understanding of luxury service standards and complaint handling.
• Excellent coordination and cross-department communication skills.
• Professional presence with strong interpersonal and presentation abilities.
• Fluent in English (additional languages are an advantage).
• Mature, solution-oriented, and capable of managing high-expectation clientele.