Địa điểm làm việc: Khách sạn Peridot Grand- 33 Đường Thành, Hoàn Kiếm, Hà Nội
* Peridot Hotels Programs and Products Implementation
- Provide guidelines/examples to be adapted by each department for the optimization of organizational performance (standard operating procedures when and where appropriate)
- Identify hotel organizational areas requiring improvements liaising with HODs
- Animate her/his portfolio to identify best practices and potential development of new services/customer handling processes
- Perform competitive benchmarks on selected issues
- Support organizational performance (Food & Beverages, Housekeeping and Front of House)
- Identify, collect and share best practices in the hotel
- Attend periodical business reviews and advise on potential improvement activities in coordination with Finance, Sales, EAM and GM
* Peridot Hotels Brand Standards and Peridot Hotels Values
- Support departments to identify request for exemptions to Brand Standards
- Ensure that Peridot Hotels Brand Standards are properly displayed amongst teams
- Ensure that Peridot Hotels Brand Standards can be easily communicated and interpreted, do not leave room for interpretations, can be easily identified and measured, achieved, followed up and time bound
- Ensure that all requests for exemptions to Brand Standards are documented
- Provide assistance to departments to perform self- assessments
- Ensure that self- assessment process is correctly applied and that the self- assessment calendar is respected
- Ensure that tools available (intranet, self- assessment, waivers and action plans) are used
- Ensure that communication of Standards to operational teams is effective
- Review requests for exemptions to Standards and process them accordingly
- Carry the Peridot Hotels values through strong presence in the field
- Mobilizes the heads of departments to ensure, in direct collaboration with them, that all employees embody the Peridot Hotels values.
- Identify Peridot Hotels Brand Standards opened for exemption and feedback to GM
- Support the Management Action Plan Process providing assistance to all departments
- Address top missed standards and proposed counter measures
- Support to apply and interpret self- assessment
- Manage departments to implement Management Action Plans following mystery visits
- Contribute to the implementation and adherence of the Peridot Hotels Brand Standards
* Health and Safety
- To conduct property inspection in terms of hotel Environment healthy and safety.
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and ambassadors
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
- Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc
- Use safe manual handling techniques and practice safe work habits following Accor health, safety and environment policies, maintain procedures to minimise our impact on the environment and prevent pollution
- To control cleanliness in all departments, public areas, hygienic standards, vehicles, etc.
* Guest Service Responsibilities
- Co- ordinate all departments accordingly towards potential of improvement
- Manage and support departments to implement Medallia Improvement Action Plans for all departments
- Ensure that alerts are followed up 24 hrs after the notification
- Ensure that the guest satisfaction survey is correctly used in the hotel
- Ensure that results are communicated and correctly interpreted amongst departments
- Carry out regular on- the- job training sessions and conduct generic training programs to assess the current level of service standards and identify the areas of focus.
- Guest complaint follow up, to visit and assure every complaint is handled accordingly to Peridot Hotels standard
- Identify areas requiring improvements (Front of House, Rooms, Inspired Meetings, Bars and Restaurants, Fitness) and monitor counter measures in liaison with HODs and EAM
- To implement incident report system as well as reporting for evaluating progress of each department accordingly to guest comment and to ensure that each comment from guest is followed up with 15 minutes maximum
* Miscellaneous
- All ambassadors may be assigned to other duties in the hotel as and when required by business levels.
- Contribute to monthly/ quarterly/ annual training and development plans in regard to quality and standards
- Launch Quality and Service campaigns or contests as Ambassadors’ recognition programs with the support of Human Resources
- All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances
