Guest Experience Host — Night Shift

Mô tả công việc

Địa điểm làm việc: Quận 1, TP HCM

Mô tả công việc

At Stay Circadian, over 90% of our guests are international travelers. The night shift isn’t downtime — it’s when real hospitality happens: a guest locked out at 2am, a last-minute booking change, a complaint that needs resolving before morning. This role is built for someone who’s calm under pressure, genuinely cares about guests, and wants to grow beyond a typical front desk job. You’ll pick up real, practical experience working with international guests and modern booking platforms — skills that go beyond a traditional hotel front office role. Most nights, you’ll coordinate in real time with another Host on shift.

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WHAT YOU’LL DO

• Guest Experience

Monitor and respond to guest messages across assigned channels throughout the shift

Handle check-ins, overnight requests, and guest complaints as they arise

Visit nearby properties when needed for on-site guest support

Document incidents, special requests, and negative feedback — preparing a clear handover for the incoming day shift

• Property & Security

Inspect vacant rooms, hallways, lobby, and entrance areas each shift

Confirm all entry points are secured and access control systems are active

Identify and report maintenance issues; support the Maintenance team with basic pest-control checks during room inspections

• Booking, Payments & Handover

Review room and occupancy status throughout the shift; record vacant or unsold rooms

Track booking changes: extensions, early checkouts, cancellations, and no-shows

Reconcile daily payments against bookings; record extra fees and track refunds

Complete the full night audit report before shift end — covering room status, booking changes, payments, no-shows, and cancellations

Maintain the Shift Handover Log so the day team walks in fully informed

Working Hours

Rotating night shifts: 21:00–05:00 or 00:00–08:00 (shift schedule varies)

6 working days per week, with shifts typically staffed by 2 Hosts working together

Yêu cầu

WHAT WE NEED FROM YOU

Minimum 1 year in customer service, hospitality, hotel operations, or a similar guest/customer-facing role

Strong written and spoken English — you’ll be communicating with international guests daily

Comfortable with Excel or Google Sheets for logging and reporting

Detail-oriented and reliable when working independently through the night

Calm and decisive when handling unexpected situations or guest escalations

Available for a rotating overnight shift schedule

Nice to have:

Familiar with OTA platforms: Airbnb, Booking, Agoda, or similar

Experience with EZCloud, Smoobu, or similar PMS/Channel Manager

Prior exposure to OTA dispute management or chargeback processes

Comfortable with basic tech troubleshooting (access systems, cameras) during off-hours

Quyền lợi

WHY CIRCADIAN

• Compensation & Rewards

Base salary: 12–15M VND/month, commensurate with experience

Night shift allowance on top of the base salary

13th-month salary based on business performance

Annual performance bonus based on KPIs

Annual salary review

• Benefits & Leave

Full social, health, and unemployment insurance in accordance with Vietnamese labor law

12 days of paid annual leave, with unused leave carried over to the following year

Phone allowance

Birthday bonus and support for important life events such as weddings and bereavement

• Training & Development

Access to structured training in hospitality and OTA operations

• Team & Culture

Team bonding activities, including mid-year and year-end parties, Mid-Autumn celebrations, Christmas, and more

Circadian is an equal opportunity employer — we hire based on skills, attitude, and fit for the role.