Voco Hotels

• Always Present yourself professionally; punctual, well-groomed, and in full uniform.

• Maintain a visible and proactive presence in the lobby to anticipate guest needs and provide immediate support.

• Build strong guest rapport with courtesy, empathy, and confidence, ensuring repeat visits and long-term loyalty.

• Personally welcome and escort VIP guests, delivering a smooth and personalized check-in experience.

• Conduct daily inspections of lobby areas, guest lounges, kids’ club, and other public spaces, ensuring a clean and welcoming environment.

• Review daily and upcoming VIP arrivals, confirm room allocations, amenities, and special requests; coordinate with departments to ensure flawless preparation.

• Ensure IHG One Rewards members, repeat guests, and VIPs receive full benefits, personalized recognition, and elevated service touches.

• Resolve guest complaints effectively, turning challenges into opportunities to exceed expectations, while coordinating with relevant departments for follow-up.

• Support Front Desk during peak periods by assisting with check-in/check-out while maintaining service quality.

• Lead by example in promoting in-house facilities, upselling hotel services, and encouraging guest feedback through social media and review platforms.

• Act as a key contact point in emergency situations, ensuring guest safety and adherence to hotel security standards.

• Perform any additional tasks assigned by management to support the department’s success.

• Be very familiar with room amenities, layout, rate structure, outlets (e.g. promotions, banquet, function, party etc.)

• Promote hotel sales and in-house facilities

• Handles guest’s complaint or requests and liaise with the department concerned to ensure immediate follow up

• Bid farewell to departure guests, promote hotel by encourage guest to rating hotel in social medial platform

• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.

• Competitive salary and benefits package
• International training opportunities and career development
• Dynamic and international working environment
• Other benefits as per Hotel policies

1. Education: Diploma or Vocational Certificate in Hotel/ Hospitality Management or equivalent.

2. Experience: At least 1–2 years in Front Office or Guest Services, with proven skills in complaint handling, guest recovery, and VIP service.

3. Exceptional communication and interpersonal skills, with the ability to handle challenging situations confidently and diplomatically.

4. Strong problem-solving and decision-making abilities.

5. Proficiency in Microsoft Office, Opera PMS (or similar Front Office system).

6. In-depth knowledge of hotel operations, guest loyalty programs, and VIP handling.

7. Languages: Fluent in English and Vietnamese; additional languages such as Korean or Chinese are highly preferred.

8. Preferred (if required)

English CV