What’s the Job?
You’ll also act as a key contact for guest experience enhancement, ensuring that service standards and emotional engagement align with the Vignette Collection promise and IHG’s True Hospitality philosophy.
As a Front Office & Guest Experience Executive, you will be the face of Rêve HCMC, creating a seamless arrival and departure experience while ensuring every interaction leaves a lasting impression. You’ll combine operational excellence with a genuine passion for service — anticipating guest needs, resolving issues with care, and bringing to life the thoughtful, personal hospitality that defines our boutique luxury identity.
Your Day to Day
Guest Experience
Coordinate with other departments (Housekeeping, F&B, Engineering, Reservations) to deliver seamless service and resolve guest concerns.
Be the warm, genuine welcome that sets the tone for each guest’s stay.
Promote IHG One Rewards enrollment and actively communicate hotel services, promotions, and local recommendations.
Anticipate guest needs and personalize experiences — remembering preferences, recognizing returning guests, and creating meaningful connections.
Maintain detailed guest profiles and ensure all preferences are recorded in the system for future stays.
Handle check- in, check- out, and all front desk procedures efficiently, ensuring accuracy and professionalism.
Manage guest feedback, handle complaints or special requests promptly, and follow up to ensure full satisfaction.
Act as a brand ambassador, ensuring the hotel’s tone, aesthetic, and service philosophy are consistently reflected in every interaction.
Front Office Operations
Support and guide team members on credit policies, cashiering, and guest service procedures.
Ensure accurate handling of reservations, cash transactions, billing, and guest folios.
Maintain accurate occupancy statistics, reports, and guest history data.
Keep an updated understanding of local attractions, cultural events, and experiences to assist guests with insider recommendations.
Conduct shift briefings to communicate hotel activities, VIP arrivals, and operational updates.
Supervise daily front desk operations, ensuring all activities run smoothly and in line with hotel standards.
Handle group arrivals, special events, and coordinate room allocations as needed.
People & Team
Support the Front Office Manager in training, coaching, and motivating team members to uphold service standards.
Lead by example, fostering teamwork and a positive work environment built on IHG’s values — Trust, Integrity, Respect, One Team, and Service.
Communicate effectively across shifts to ensure continuity of service and information flow.
Responsible Business
Follow IHG and hotel policies on safety, security, and data privacy at all times.
Maintain key control and manage confidential guest information responsibly.
Support sustainable operations through efficient resource use and environmentally conscious practices.
