Duty Manager/Trưởng ca trực lễ tân

Administration
• Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
• Submits all guest’s/associates incident reports.
• Assists in the preparation and updates of the Front Office Departmental Operations Manual.
• Reports and records “Lost and Found” items.
Customer Service
• Personally greets and checks- in VIP and Long Stay guests.
• Co- ordinates VIP movements with relevant Departments as advised.
• Ensures that all Front Office employees are familiar with the hotel’s products and services, current promotions, policies and other important information
• Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Ensures that guest history records are accurately maintained and all repeat guests are pre- registered.
• Ensures that Front Office associates provide excellent service to internal customers as appropriate.
• Personally and frequently verify that guests are receiving the best possible service during check- in and check- out.
• Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
• Assists to implement consistent guest recognition programmes and maintains a relevant guest history database.
• Maintains positive guest and colleague interactions with good working relationships.
Operation:
• Ensures the strict control of room keys.
• Ensures that public areas are clean and up to standard.
• Ensures that all guest details are entered correctly in accordance with the principles of clean data.
• Assists the Front Office Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times
• Ensures that Front Office associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
• Assists in securing external guest accommodation in overbooking situations
• Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP’s in- house and arrivals are strictly adhered to.
• Understands the sequence of duties related to Delegation visits. Accords protocol with Delegation visits.
• Coordinates all Repair and Maintenance and reports maintenance job orders.
• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
• Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
People Management
• Assist to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Assists to ensure the punctuality and appearance of all Front Desk associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• Conducts regular check in conversations and annual Performance Development Discussions with associates and to support them in their professional development goals.
• Assist in the planning and implementation of effective training programmes for all Front Office associates in coordination with the Departmental Trainers.
• Assist to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.
• Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Ensures that associates have a complete understanding of and adhere to associate rules and regulations
• Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.

Required skills:
• Proficient in the use of Opera system, Microsoft Office
• Good writing skills
• Good communication skill, demonstrate ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the company.
• Demonstrate knowledge of hotel and tourism
• Problem solving, analytical, reasoning, motivating, organizational and training abilities.
Qualifications:
• At least 3 years of relevant experience or similar supervisory role in Front Office
• University graduate with a degree in Business administration, Hotel Administration or related fields.

• Uniform provided by Hotel..
• Food and Beverage discount at Hotel restaurant.
• Accident 24/7 Insurance
• Delicious and nutritious meal at Hotel Associate restaurant.
• Social Insurance, Health Insurance and Accident Insurance as per law
• Other benefits following Hotel policy & Vietnam labor law
• Competitive remuneration package

Cập nhật gần nhất lúc: 2024-03-17 20:15:30