Việc làm cho sinh viên Đại học Cần Thơ

• Lau dọn làm sạch các phòng được phân công theo tiêu chuẩn đã có sẵn của bộ phận;
• Báo cáo những hỏng hóc (bóng đèn cháy, vòi nước bị rò, xả nước hư, máy hút bụi không hoạt động,..) cho giám sát biết;
• Làm dịch vụ turndown theo tiêu chuẩn được qui định sẵn của bộ phận;
• Sử dụng hoá chất và dụng cụ theo qui tắc để bảo quản, tiết kiệm tài sản và giữ an toàn lao động.

NHÂN VIÊN VỆ SINH CÔNG CỘNG

• Đảm báo các phòng khách được vệ sinh và duy trì tình trạng vận hành theo đúng tiêu chuẩn dịch vụ của khách sạn;
• Kiểm tra và bổ sung đồ dùng cần thiết lên xe đẩy dựa theo yêu cầu dọn phòng cho một ngày;
• Di chuyển đồ đạc, rèm và các vật cố định khác cần sữa chữa, thay thế, làm sạch vết bẩn hoặc vệ sinh;
• Theo dõi lượt khách đến hàng ngày qua báo cáo cáo công suất phòng cùng với Giám sát.

Schedule services for individuals and large groups using spa/salon reservations software system. Call guests to confirm scheduled services. Answer questions about available services. Update the reservations/cancellations list throughout the day, inform providers of last-minute changes, and resolve scheduling issues as needed by working with supervisor/manager. Check in guests for appointments, confirm first and last name, and provide general spa orientation to guests upon arrival. Promote and sell spa/salon services. Obtain assigned bank and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times. Process guest payments for spa/salon services and obtain payment authorization as needed. Accept and log cash tips for employees. Balance, scan, and drop receipts with Accounting. Notify Engineering of maintenance and repair needs. Report accidents, injuries, and unsafe work conditions to manager. Stock towels, linens, supplies, and amenities in the locker room, lounge areas, and hospitality stations. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

• Standard gym equipment
• Exercise equipment and general fitness facility protocols
• General customer service standards and procedures 

2. Duy trì thái độ sẵn sàng làm hài lòng và quan tâm đến bất kỳ vị khách nào tiếp cận để hỗ trợ.

3. Tuân thủ các quy trình làm thủ tục nhận và trả phòng của khách liên quan đến việc xử lý hành lý.

4. Chào đón khách tại cổng chính, chào hỏi khách đúng cách theo thời gian trong ngày, lưu ý đặc biệt những khách đã đến trước đây (hoặc đến nhiều lần) và thành viên MAS.

5. Hỗ trợ mở và đóng cửa xe hơi và xe khách (taxi) khi Khách đến và đi.

6. Duy trì điểm đến và lái xe khách được ổn định.

7. Hướng dẫn khách đến quầy lễ tân và đợi khách sau trong thời gian làm thủ tục nhận phòng. Hãy để mắt đến nhân viên lễ tân đang làm thủ cho khách tại quầy để nhận tín hiệu cho việc thực hiện bước tiếp theo, nhận phòng và tập thông tin phòng từ nhân viên lễ tân. Hộ tống khách về phòng ngay khi sau đó không để chậm trễ.

8. Nắm các hướng dẫn trong khuôn viên khách sạn và ghi nhớ hướng đi ưu tiên để hộ tống khách.

9. Nắm cách vận hành thang máy và thang bộ khẩn cấp.

10. Cung cấp thông tin cho khách về các tiện nghi và dịch vụ trong khách sạn.

11. Cung cấp các dịch vụ và hướng dẫn khách.

12. Tìm hiểu và sử dụng tên khách, đặc biệt những khách đã đến trước đây và lưu trú dài ngày và thường xuyên chào khách khi họ đi qua sảnh, luôn thể hiện ý thức sẵn sàng hỗ trợ các tình hương mà khách có thể cần.

13. Giữ gìn khu vực sảnh sạch, gọn gàng, thông báo cho đội thông tin hay trưởng nhóm hỗ trợ hành lý khi cần tổng vệ sinh.

14. Duy trình tác phong ngoại hình chuẩn mực từ tóc, giày được đánh bóng và đồng phục chỉnh tề khi làm nhiệm vụ.

15. Giúp đỡ đồng nghiệp trong bộ phận, thay thế tạm thời khi cần thiết.

16. Giữ gìn phòng hành lý được sạch sẽ, ngăn nắp trước khi chuyển giao ca.

17. Khi nhận được báo, chuẩn bị và giao đến phòng khách theo sự phân công của trưởng nhóm hỗ trợ hành lý.

18. Sử dụng sổ nhật ký nhiệm vụ để ghi lại các vấn đề quan trọng.

19. Vận hành các thiết bị truyền thông thông tin.

20. Sắp xếp vận chuyện và điều phối hành lý.

21. Quản lý hệ thống khóa một cách an toàn.

• Assigning housekeeping tasks to staff and inspecting work to ensure that the prescribed standards of cleanliness are met.
• Scheduling staff shifts and organizing replacements as required.
• Investigating and addressing complaints regarding poor housekeeping service.
• Providing training to the housekeeping staff.
• Regularly taking inventory of cleaning supplies and ordering stock as needed.
• Issuing cleaning supplies and equipment to housekeeping staff as needed.
• Screening housekeeping applicants and recommending promotions, transfers, and dismissals.
• Performing various cleaning duties in instances of staff shortages.

Thỏa thuận khi phỏng vấn

• Quản lý toàn bộ linen phòng khách, linen F&B và đồng phục nhân viên.
• Nhận, cấp phát và theo dõi linen/đồng phục từ bộ phận giặt (nội bộ hoặc thuê ngoài).
• Đảm bảo par stock linen luôn đầy đủ, đáp ứng occupancy, sự kiện và hoạt động vận hành hằng ngày.
• Thực hiện kiểm kê linen và đồng phục định kỳ (quý/năm) và khi có yêu cầu.
• Phối hợp với Housekeeping Desk để nắm thông tin công suất phòng, khách đến – đi, sự kiện, từ đó chuẩn bị linen kịp thời.
• Giám sát việc sử dụng linen đúng quy trình tại các khu vực buồng phòng, F&B, pantry.
• Theo dõi, phân loại linen hư hỏng, bẩn nặng, cần xử lý đặc biệt hoặc thanh lý.
• Quản lý hồ sơ cấp phát đồng phục, xử lý các trường hợp mất, hư hỏng, nghỉ việc theo quy định.
• Phối hợp với HR để chuẩn bị đồng phục cho nhân viên mới và thu hồi đồng phục khi nhân viên nghỉ việc.
• Điều phối công việc cho nhân viên Linen Room (attendant, runner) và đào tạo nghiệp vụ cơ bản.
• Đảm bảo khu vực Linen Room và Uniform Room luôn sạch sẽ, an toàn, tuân thủ quy định PCCC – VSATTP – an toàn lao động.
• Lập báo cáo, lưu trữ hồ sơ, theo dõi hóa đơn giặt thuê ngoài và báo cáo cho Executive Housekeeper.

The Role

• To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
• To generally promote and ensure good inter-departmental relations.
• To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
• To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
• To assist the food and beverage manager in any task outlined/detailed by him/her.
• To take time and get to know the guests, and to be committed to service excellence.
• To provide service that is sincere, warm and enthusiastic, ensuring the guests satisfaction.
• Have the responsibility to ensure the safety and health at work and follow the Accor policy.
• Key Deliverables and Responsibilities

Operations:

1. To report any equipment failures/problems to the Maintenance from the department.

2. To pass on any maintenance requests to the Maintenance.

3. To participate in any Training/Developments schemes as recommended by senior management.

4. Attends (on instruction) all regular Food & Beverage department and banquet meetings, conducts daily pre-function briefings to maintain an open communication line with all assigned staff.

5. To be aware of all Food & Beverage / Banquet marketing activities and gets involved in their action plan.

6. Ensures that the immediate reliever is updated on all relevant operational issues.

7. Checks frequently the appearance (condition of uniforms) and grooming of assigned staff.

8. Handles the timely set up of all venues according to the service settings and as outlined in the function sheets.

9. Regularly tours all Banquets facilities, back and front of the house to ensure the highest possible cleanliness and maintenance standards.

10. Coordinates with the Executive Chef all menu proposals presentations and other kitchen related requirements.

11. Monitors / handles the banquet reservation book.

12. To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.

13. Be familiar with all related company documentation and especially with the relevant Operational Standards Manual for the department.

Administration:

1. To ensure all outgoing correspondence is typed, proof-read and distributed or sent to the highest possible standard.

2. To prepare and assists in sending out mailings.

3. To handle telephones, takes messages and prioritises where necessary.

4. To implement a daily follow up system.

5. To assist and handle follow-up matters where possible.

6. To attend meetings, takes minutes and distributes them afterwards. Follows up on minutes and actions.

7. Responsible for managing the Food & Beverage Manager’s diary in coordination with the Food & Beverage Manager.

8. To set up a commercial database according to specific sources; updates and maintains the database regularly.

9. Responsible for filing of employee’s file.

10. To set up a complete filing system and ensures the daily filing of memos, correspondence, information, etc.

11. To composes letters, memos and other mail on behalf of the Food & Beverage Manager.

12. To prepare documents of all kinds as per individual specifications: e.g. price comparison study.

13. If live entertainment is requested or offered he / she assures that all legal documents are available on hand in advance and copies are distributed to all concerned key personnel i.e. NOC, etc.

14. To coordinate daily communication and briefings between the Food & Beverage Manager, Outlet Managers and fellow Department Heads.

15. Monitors all official correspondence and quotations sent out by the department.

16. To assist the Food & Beverage Manager and Outlet Managers with their secretarial tasks.

17. To perform any other duties assigned by the Food & Beverage Manager.

The Assistant Housekeeping Manager supports the daily operations of the Housekeeping Department to ensure guest rooms, public areas, and back-of-house areas are maintained in accordance with hotel standards. This role focuses on day-to-day supervision, quality control, staff coordination, and inter-departmental communication to ensure smooth operations and high guest satisfaction.

Key Responsibilities:

• Assist in managing daily housekeeping operations, including room status control, task allocation, and shift coordination.
• Supervise Housekeeping Supervisors, Team Leaders, and Room Attendants during daily operations.
• Conduct regular room and area inspections to ensure cleanliness, presentation, and brand standards are met.
• Coordinate closely with Front Office on room priorities, VIP arrivals, early check-ins, and late check-outs.
• Liaise with Engineering to report and follow up on maintenance issues and out-of-order rooms.
• Support staff training, on-the-job coaching, and guidance for new and existing team members.
• Monitor staff grooming, discipline, attendance, and work performance during shifts.
• Assist in handling guest complaints related to housekeeping and ensure timely corrective actions.
• Support inventory control for linen, amenities, and cleaning supplies.
• Prepare and submit daily operational reports to the Housekeeping Manager.

1. Mục đích công việc

Chịu trách nhiệm tiếp nhận, kiểm tra, lưu kho và cấp phát toàn bộ hàng hóa thực phẩm cho Bếp, đảm bảo hàng hóa đúng số lượng, đúng chất lượng, đúng tiêu chuẩn an toàn thực phẩm và đúng quy trình nội bộ, góp phần kiểm soát chi phí và giảm thất thoát trong hoạt động Bếp.

2. Nhiệm vụ & Trách nhiệm chính

2.1. Tiếp nhận & kiểm tra hàng hóa

• Tiếp nhận toàn bộ thực phẩm, nguyên liệu, gia vị và vật tư phục vụ Bếp từ nhà cung cấp.
• Đối chiếu hàng giao với Đơn mua hàng (PO), phiếu giao hàng và chứng từ liên quan.
• Kiểm tra:

Số lượng, chủng loại, quy cách

Tình trạng bao bì

Trọng lượng thực tế

• Lập biên bản và báo cáo ngay cho Cost Control / Purchasing khi phát hiện:

Giao thiếu / dư

Sai chủng loại

Hàng hư hỏng, không đạt chất lượng

2.2. Kiểm soát chất lượng & an toàn thực phẩm

• Kiểm tra hạn sử dụng, độ tươi, cảm quan của thực phẩm.
• Kiểm tra và ghi nhận nhiệt độ hàng lạnh – đông lạnh khi nhận.
• Đảm bảo tuân thủ các quy định VSATTP, HACCP.
• Đảm bảo khu vực nhận hàng và kho Bếp luôn sạch sẽ, đúng tiêu chuẩn vệ sinh.

2.3. Quản lý kho Bếp

• Sắp xếp, lưu trữ thực phẩm đúng khu vực:

Kho khô

Kho mát (chiller)

Kho đông (freezer)

• Dán nhãn, phân loại rõ ràng từng mặt hàng.
• Thực hiện nghiêm túc nguyên tắc FIFO / FEFO.
• Theo dõi tồn kho bằng thẻ kho hoặc hệ thống.
• Kiểm soát hạn sử dụng, giảm hư hỏng và tồn kho chết.

2.4. Kiểm soát cấp phát (xuất kho)

• Chỉ cấp phát hàng hóa khi có Phiếu yêu cầu xuất kho hợp lệ từ Bếp.
• Đảm bảo cấp phát đúng mặt hàng – đúng số lượng – đúng thời điểm.
• Ghi nhận đầy đủ các nghiệp vụ xuất kho.
• Không xuất hàng khi không có chứng từ hoặc yêu cầu miệng.

2.5. Kiểm kê & báo cáo

• Tham gia kiểm kê:

Định kỳ hàng tháng

Đột xuất theo yêu cầu

• Đối chiếu tồn kho thực tế với số liệu trên hệ thống.
• Hỗ trợ lập các báo cáo liên quan đến nhận hàng và tồn kho Bếp.

2.6. Phối hợp & tuân thủ

• Phối hợp chặt chẽ với:

Bếp trưởng & đội ngũ Bếp

Bộ phận Purchasing

Bộ phận Kiểm soát chi phí / Tài chính

• Làm việc với nhà cung cấp trong quá trình giao nhận khi cần.
• Tuân thủ đầy đủ SOP, quy định nội bộ và chính sách kiểm soát chi phí của khách sạn/khu nghỉ dưỡng.
• Hỗ trợ kiểm tra, audit nội bộ và bên ngoài.

3. Điều kiện làm việc

• Làm việc chủ yếu tại khu nhận hàng Bếp và kho Bếp.
• Công việc có yếu tố đứng lâu, kiểm tra và sắp xếp hàng hóa.

The Role

• Implement, drive and manage all Housekeeping business requirements and related activities of the Hotel and Residences

• Implement, lead and encourage robust and positive interaction with all departments and key stakeholders, i.e. Front Office, Engineering, Food & Beverage teams and all third party suppliers/partners to meet and exceed guest and employee’s satisfaction at all times

• Being entrepreneurial and thinking beyond the boundaries is expected and not requested

• Provide service that is sincere, warm and enthusiastic, ensuring total guests’ satisfaction

• Take the time to become familiar with all guests and employee’s and ensure you and the Housekeeping team are committed to service excellence at all times

• Lead and encourage an ‘eye for detail’ and promote through mentoring and coaching the same quality within the Housekeeping team

• Housekeeping is your business, ‘treat it as such’ by remaining a entrepreneurial and commercially minded leader without compromising the MH&R strategic objectives

Key Deliverables and Responsibilities

Planning & Organizing:

1. In alliance with the Finance Department, implement and manage the system of procurement and purchasing for the Housekeeping department in line with the hotels policies and procedures, including ensuring practices of advising Finance of accruals are followed and ensure the same is coordinated and followed amongst the Housekeeping team.

2. Implement, manage and drive the systems and schedules for cleaning and maintaining all the front and back of house area’s throughout the property, including processes to monitor and measure the effectiveness of the same, as well as quality control/assurance measures and scheduled deep cleaning programs.

3. In conjunction with the Human Resources Departments and the Housekeeping leadership team manage and drive all recruitment requirements for the department, including ensuring reference checks and where relevant OPQ32’s are undertaken and job descriptions are written and provided to each appointed candidate with their employment agreement.

4. Implement manage and drive quarterly performance appraisals for all employee’s within Housekeeping, including writing succession and learning and development plans for all employee’s which are aligned with the Human Resource/Learning and Development departments strategic objectives.

5. Write, implement and ensure the Housekeeping team are familiar with and adhere to the departments Standard Operating Procedures (SOP’s), including implementing processes to monitor and measure the same.

6. In alliance with the Finance Department write the department’s annual operating budget and monthly forecasts and monitor and manage the departmental operating expenses in line with the same, including adjusting the operating processes of the department to remain aligned with the hotels business requirements and objectives.

7. Implement, drive and constantly review the departments work schedules to ensure the monthly budgets and forecast are met by way of productivity measures, including ensuring ‘moving around time’ (MAT) is factored into productivity calculations.

8. Implement manage and drive systems and processes to ensure longevity and control inventories of all departmental operating equipment, including linen, guest rooms supplies, cleaning chemicals etc., as well as ensuring par stock levels are maintained in line with budgets/forecast and business requirements without compromising on quality.

9. Conduct market research and advise on new products and equipment within the market which would benefit the Department and the Hotel.

Operations:

1. In partnership with the L&D team, constantly train and develop the Housekeeping team including all third party contractors employee’s in line with the departmental standard operating procedures.

2. Maintain a consistent focus on improving the overall flow of housekeeping operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs.

3. To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate staff training activities.

4. Foster a winning, solution-oriented work environment, motivating and engaging staff to continuously deliver the best possible service and to provide feedback and recommendations which you must follow up on.

5. Lead department’s daily briefings and monthly employee meetings ensuring all employees are familiar with the correct and updated information relating to all department and hotel related activities in order to carry out their duties effectively.

6. Possess a complete understanding of and at all times adhere to the Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety, including managing work process flows to ensure a safe, productive and injury free work environment for all employees.

7. Drive the positive performance of the Housekeeping team, including completion of performance appraisals, coaching counselling and performance management in conjunction with the Human Resources team.

8. Ensure all team members are aware of all room revenue and department productivity targets and are kept informed of performance results by way of progress charts posted within the department along with regular communication during briefings etc.

9. Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members and implement and manage a process to measure the same.

10. Ensure a consistently high standard of grooming is followed and by you and your team in line with the hotels grooming and presentation guidelines.

11. Actively review guest and employee comments and feedback, communicate this with the team members and implement procedures to enhance guest/employee satisfaction.

12. Have full knowledge of all products and services provided by the property and in the local area.

13. Actively participate in guest and employee events as and when requested.

14. Ensure daily shift handovers are conducted in a professional and constructive manner.

15. Review daily reports to ensure system is being maintained as per company policies and procedures.

16. Manage and coordinate any redecoration or replacement of guest room upholstery, furniture, fixtures and equipment.

17. Inspect all Front and Back of House area’s on a daily basis to ensure cleanliness and presentation standards are maintained.

18. Manage and coordinate deep cleaning and special task schedules, ensuring the product are maintained as per standards.

19. Monitor and reports the upkeep of all assets including FF&E and OS&E to the Executive Assistant Manager.

20. Manage and monitors effective usage of guest room supplies and amenities.

21. Manage and maintain a good understanding of the property management system and ensure the Housekeeping leadership team is conversant in the housekeeping reports and allocation modules.

Administration:

1. Work closely with the Finance department to produce monthly financial reports timely & accurately.

2. Review the employee schedule and annual leave plan to ensure the correct allocation of resources in order to improve owner /guest satisfaction levels as well as employee productivity and satisfaction.

3. Monitor and keep updated all records and schedules relating to departments operating performance, quality assurance/control management and training to ensure planning and completion is carried out as per standards and can be referenced to derive historical patterns.

Trao đổi trực tiếp khi tham gia phỏng vấn

• Under the guidance and supervision of the Rooms Division Manager and / or the Night Manager, and within the limits of the established Mövenpick Hotels & Resorts and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
• Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. He / She is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the Rooms Division Manager in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
• Have the responsibility to ensure the safety and health at work and follow the Accor policy.

Key Deliverables and Responsibilities

Planning & Organizing:

1. Review and update Logbook

2. Check equipment

3. Be Smart, well-groomed and maintain a friendly and cheerful disposition all the times

4. Oversee the day to day operations

5. Report regularly on happening to Supervisors / Night Manager (if on shift).

6. Monitor Employees performance/ Coaching

7. Fire Procedure

8. First Aid Procedures

9. Handle guest complaints and report to manager

10. Implement and coordinate the Front Office OSM

11. Perform as per OSM Standards and in line with the Company’s Values and Core Behaviour.

12. Be fully aware of the Talk of the Walk for the day

13. Proper grooming at all times

14. Attend training classes as per schedule

15. Show fullest cooperation and respect within the team and other departments

16. of all Is aware of the daily activities and has product knowledge the hotel facilities

17. Ensure panic report is printed during the shift at least twice.

Operations:

1. Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.

2. Announce VIP rooms to Housekeeping and F&B departments

3. Ensure VIP rooms are ready, checked and all in order prior arrival

4. Attend management morning briefing if needed/requested

5. Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed

6. Register and process check in for all arrivals

7. Conduct daily briefing & ensure IQ standard is followed

8. Perform Check in & Check Out at the reception

9. Be part & lead in success of Circle M enrolment and assist to achieve the hotel target

10. Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target

11. Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager

12. Ensure guest comments are investigated and reply back to guest accordingly

13. Assist in achieving TrustYou targets

14. Attend guest requests and take action accordingly

15. Handle guest complaints and take action immediately to ensure satisfaction is delivered

16. Assist Hotel Manager on Duty when/if required

17. Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.

18. Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.

19. Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.

20. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.

21. Handle issuance of guest room key cards and ensure effective control for guest security.

22. Check Paymaster daily and give feedback RDM with action taken

23. Encourage rooms & breakfast upselling daily to the team and share result and feedback

24. Check Hotel situation, occupancy, functions, groups, MIPs

25. File daily reception report and documents systematically.

26. Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training

27. Maintain daily courtesy call sheet and share feedback/action with the manager

28. Attend Credit meeting when requested

29. Attend Revenue meetings when requested.

30. At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.

31. Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.

32. To effectively handle all guest complaints concerning the Front Office in co-ordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager.

33. Other duties as assigned.

34. Perform duties in a manner that respects Mövenpick Hotels & Resorts’ Core Behaviours which are Trust, Relationship, Entrepreneurship and Drive.

35. Assist in Task Force Teams for new openings

36. Carry out any other reasonable task (which may not be stated here) as requested.

37. Attend and chair the daily briefings.

The Operator is responsible for handling all incoming and outgoing calls, responding to guest requests, coordinating with internal departments, and ensuring accurate communication throughout the hotel. The Operator acts as the central communication hub to support smooth guest service operations and maintain a high level of guest satisfaction.

The role requires exceptional telephone etiquette, active listening skills, accuracy in logging requests, and the ability to follow up promptly and professionally.

2. Key Responsibilities

A. Guest Communication & Call Handling

• Answer all internal and external calls promptly, courteously, and professionally.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Handle wake-up calls, message taking, and call transfers efficiently.
• Assist guests in a friendly manner, ensuring clarity and empathy in every interaction.
• Maintain a calm and pleasant tone at all times, even during high call volume.

B. Request Coordination & Follow-Up

• Log all guest requests accurately into the system (Opera).
• Dispatch requests to the appropriate departments (Housekeeping, Engineering, F&B…) and ensure timely completion.
• Follow up on pending tasks and update logs until resolution is confirmed.
• Coordinate urgent or emergency calls, informing Duty Manager and relevant departments immediately.

C. Information Management

• Stay updated on hotel events, VIP arrivals, functions, and daily activities.
• Monitor local news, weather, and city events to support guest inquiries.
• Maintain and update guest history, preferences, and internal databases.
• Manage filing systems and ensure accurate record-keeping for all communication and reports.

D. Complaint Handling

• Listen actively and empathetically to guest concerns raised via phone.
• Provide immediate assistance and escalate issues to supervisors when necessary.
• Prepare complaint summaries and communicate to the Guest Service Centre Supervisor for follow-up.

E. Operational Support

• Ensure all call center equipment and communication systems are functioning; report defects.
• Oversee telephone directory updates, internal extension lists, and information boards.
• Attend departmental briefings and training sessions.
• Strictly follow Mövenpick/Accor standards, safety protocols, and quality assurance procedures.
• Assist other Front Office sections when required.

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Log all guest requests or issues into computer, contact appropriate individuaL or department (e.g.,Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• May process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.

• Maintains the Daily Log Book.
• Reports “Lost and Found” items.
• Delivers the brand promise and provide exceptional guest service at all times.
• Provides excellent service to internal customers as appropriate.
• Be familiar with the hotel’s products and services and policies.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
• Meets and greets all guests and assists with registrations.
• Ensures the strict control of room keys.
• Prepares welcome cards and keys for arrival FIT guests.
• Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
• Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Attends and contributes to all training sessions and meetings as required.
• Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Front Office function as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.

2. Co-ordination of all aspects of the departments operation to ensure that the services of the Department are delivered to guests or internal customers with the aim of exceeding guest expectations and in accordance with Sheraton standards and procedures.

3. Responsible for the day to day management of staff working in the Department.

4. Align management style, working practices and conduct with Sheraton’s Vision, Corporate Values and policies. To comply with Sheraton’s Code of Conduct at all times.

5. Analyze and respond to guest feedback, guest satisfaction and employee satisfaction information; and give a positive commitment to continuous improvement of product and performance.

6. Monitor all Kitchen equipment to ensure safe and functional operation and report faults to Engineering

7. Complete daily Stores Requisitions and market lists.

8. Liaise with other Chefs to streamline operations.

9. Supervise & plan daily food preparation and service requirement using production lists.

10. Liaise with outlet Managers re: business levels, VIP’s, special requirements.

11. Conduct daily briefings and weekly staff meetings, counseling and discipline. Conduct staff appraisals bi-annually (minimum), and analyze training needs for current positions and future promotions.

12. Attend Executive Chef Meetings and represent the Department at other meetings as required.

13. Coordinate service between F.O.H and B.O.H.

14. Provide advice and recommendations on menu development, food availability trends, market prices, food preparation, methods and cuisine.

15. Provide training in food skills and knowledge to F.O.H staff.

16. Responsibility for effective recruitment, training and development, certification, performance evaluation, turnover reduction and optimization of productivity through efficient work practices and staff rostering.

17. Supervise the job tasks and quality of Kitchen Stewards work.

18. Completely understand, implement and ensure adherence to Award provisions, and Sheraton policies.

19. Develop and implement strategies to minimize absenteeism and to manage occupational health & safety issues.

20. Be well versed and knowledgeable of Sheraton Fire and Evacuation procedures as well as health and safety requirements in the Workplace. Ensure associates are aware of their duty of care as determined by legislation and that they maintain complete familiarity.

21. Assist the Chef in the performance of his/her role.

22. Undertake any additional duties related to the hotel as requested by Executive Chef or Hotel Management.

23. Follow food safety program and to achieve the best score that’s set as the goal.

• Oversee daily cleaning routines across public areas such as lobbies, restrooms, restaurants, spa, gym, and outdoor zones.
• Delegate tasks and supervise Public Area Attendants to ensure all spaces meet brand expectations.
• Conduct regular inspections of public zones, back-of-house areas, and event spaces to maintain a spotless environment.
• Respond to guest requests, feedback, and complaints with professionalism and courtesy.
• Report maintenance issues and ensure proper handling of cleaning equipment and tools.
• Train and motivate staff on cleaning methods, chemical handling, and safety protocols.
• Ensure strict adherence to hygiene, health, and safety standards.
• Demonstrate leadership and promote Hyatt’s culture and values through daily actions and teamwork.

- Giới thiệu với khách những món ăn/ đồ uống có trong thực đơn.

- Kiểm tra các món ăn/ thức uống trước khi phục vụ.

- Chi tiết công việc sẽ trao đổi trực tiếp trong phỏng vấn