Guest Engagement
• Ensuring that functions achieve or exceed guests’ expectations
• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork
• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests
• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns
• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company
• Taking initiative and proactive approaches when handling guest preferences, requests and concerns
• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests’ expressed and non- expressed preferences
Team Engagement
• Assisting Area Operations Manager and Wink M Headquarters in meeting and exceeding company goals
• Proactively provide cross – functional support to the Wink Space team to fulfill and ensure the service flow without any interruption
• Communicating all goals and results with the FOH and BOH team members
• Ensuring that the team actively and willingly participates in job- related activities including daily briefings, weekly meetings, on- going and regular hard skill and soft skill training workshops, cross- training programs, and other engagements as required
• Leading by example while demonstrating self- confidence, energy, enthusiasm and humility
• Promoting teamwork and morale among all departments and members at all levels and functions
• Identifying and recognizing outstanding individual and team performance on a continuous basis through non- traditional and genuinely encouraging reward and recognition programs
• Encouraging that the team participates in industry and guest- related activities including networking events, self- sought education programs, acting as guide outside of the hotel function, and other innovative engagements
Financial
• Ensuring compliance with all corporate accounting procedures
• Working closely with line manager to understand revenue and performance results
• Provide insightful and relevant cost- saving suggestions on a regular basis
• Maximizing team’s productivity through arranging the roster based on hotel business demands
Operations and Brand Compliance
• Ensuring the correct implementation of all cash- handling and credit payment procedures, according to internal software and hardware systems and local law when relevant
• Following and maintaining excellent grooming standard and uniform guidelines of Wink Hotels at all times
• Clearing and re setting the dining areas to ensure the place is well organized and clean at all time
• Assist the Area Operations Manager in the supervision of the team and to adhere to all the Wink standards in every interaction with team members and guests, colleagues, other members of the organization and external suppliers and contacts
• Taking orders and delivering of food/beverages to the guests are properly executed in an efficient, friendly and effective manner
• Ensuring that all guest requests and complaints are handled appropriately while adhering to the hotel’s general guidelines for service recovery
• Preserving excellent levels of internal and external customer service
• Being responsive, warm, proactive, friendly and provide personalized approach on every means of communications channels with the guests, such as: phone, devices, tablets, chat messages like whastapp, zalo, viber, etc.
• Maintaining a high standard of personal hygiene and body language at all time
• Regularly organizing team briefing to share related information regarding to bookings, events, special requests, unavailable items, and other matters
• Being responsible for assigned F&B sections including providing dining area set up, preparing the mise en place, checking the food and drink quality before serving to the guests
• Assisting Area Operations Manager to manage the F&B day- to- day operations within budgeted guidelines and to the highest standards
• Assisting Area Operations Manager to manage and control F&B function to maintain the highest possible seat covers and average check through suggestive selling and periodic F&B promotion if applicable
• Anticipating and confirming guests’ needs and respond proactively to all of their concerns
• Assisting the Area Operations Manager to maintain safe, secure, and healthy environment by establishing, following, and enforcing sanitation standards and procedures as well as food safety
• Following all the policies and procedures of Wink Hotels to ensure operations standards are consistent
• Welcoming, guiding the guests and offering recommendations according to guests’ needs and wants
• Assist the Area Operations Manager to liaise with Procurement and Accounting department on product purchases, delivery inspections as well as inventory management on weekly and monthly basis
• Maintaining cleanliness and mise- en- place level at working station and service pantry for smooth operation
• Determining workflows, preparing work schedules, assigning duties and expediting the area for each team member
Collaboration with the Wink Space team
• Ensuring arrivals and arrangements upon departure are properly executed in an efficient, friendly and effective manner
• Ensuring the thorough collection and accurate recording of guest profile information
• Ensuring all check- in/out procedures are implemented in accordance with established standards for maximum efficiency
• Being knowledgeable about the hotel (facilities, amenities, app, machines, etc.) and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest
• Monitoring all outstanding payments and liaising with Sales & Marketing and Finance & Accounting departments with integrity
• Ensuring rooms are allocated in accordance with guest requirements and business needs
• Ensuring that the F&B team members is knowledgeable of rates and proactively promote room sales to potential walk- in guests
Other Responsibilities
• Performing other related duties and functions assigned by the Area Operations Manager
• Understanding and continually updating Human Resource policies, procedures and code of discipline while promoting management, team and cross- department support, leadership, professionalism and good relations
• Understanding and continually updating relevant policies, procedures and service delivery standards of this position
