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Mô Tả Công Việc
- As a Concierge Supervisor, you create a welcoming atmosphere where all Concierge colleagues deliver high-quality service.
- Look for opportunities to positively surprise guests with thoughtful gestures at the right moments.
- Have extensive knowledge about activities at the resort and Ha Long Bay to provide personalized recommendations; ensure the team stays updated and shares accurate information.
- Take ownership of any issues related to Concierge operations; proactively prevent recurrence and investigate negative feedback or low scores.
- Solve guest problems immediately, take service recovery actions, follow up, and escalate major issues promptly to managers.
- Master and train suggestive selling and upselling techniques within the team.
- Ensure guest privacy is respected, and handle personal information confidentially following resort policies and Vietnam law.
- Supervise prompt and professional handling of guest mail, messages, parcels, and deliveries according to resort procedures.
- Ensure all guest phone calls and emails are responded to within "three rings" and 12/24 hours standards.
- Collaborate closely with operational departments and step in during peak times to maintain smooth service.
- Maintain professional, transparent partnerships with third-party vendors; regularly review service quality to meet InterContinental standards.
- Assign transport schedules, work with Front Office colleagues to maximize transportation sales, and ensure smooth pickup/drop-off services.
- Work with Finance to process third-party and supplier billings and payments accurately and on time.
- Oversee daily operations, ensuring colleagues understand and fulfill their responsibilities.
- In the absence of the Assistant Chief Concierge, lead daily shift briefings, deliver operational updates, and communicate VIP arrangements.
- Act as the main contact in charge during the manager’s absence and submit daily reports post-shift.
- Achieve financial and non-financial KPIs such as transportation revenue, IHG One Rewards recognition, and guest satisfaction scores; set clear targets and track team progress.
- Handle Lost & Found items honestly and ensure team adherence to procedures.
- Protect resort property and treat Concierge assets responsibly.
- Ensure colleagues work reasonable shifts and have proper break times without unnecessary overtime.
- Lead by example, strictly following InterContinental, resort, and local policies; ensure all procedures and standards are respected.
- Assist the Assistant Chief Concierge in reviewing and updating SOPs when needed.
- Maintain positive communication with colleagues through calm body language and tone.
- Pay attention to small details, ensuring a clean workspace, polished service, and professional appearance of the team.
- Plan, conduct, and document all training sessions in line with InterContinental brand standards.
- Conduct regular check-in conversations and annual performance reviews; recognize achievements, provide feedback, and support career growth.
- Perform other duties as assigned by management.
Yêu Cầu Công Việc
- 2 years of experience in concierge or related discipline with 6 months in a supervisory capacity, or an equivalent combination of education and experience.
- Diploma in Hotel Administration, Hotel Management, or equivalent
- English is required
- Other languages preferred
Hình thức
Quyền Lợi
- Competitive salary / Mức lương hấp dẫn
- At least 14 annual leave days/year./ Tối thiểu 14 ngày phép/năm
- Monthly Service charge./ Phí dịch vụ theo tình hình doanh thu hàng tháng.
- 100 % salary and immediate Social Insurance enjoyment during probationary period./ Hưởng 100% lương & tham gia BHXH ngay trong thời gian thử việc.
- Accident Insurance (24/7) & Bao Viet Healthy Insurance enjoyment as per IHG policy./ Bảo hiểm tai nạn 24/7 và bảo hiểm sức khỏe Bảo Việt theo chính sách của IHG.
- 13th month salary/ Chế độ thưởng thường niên (lương tháng 13)
- Birthday gifts and Internal Service Discount in accordance to IHG and resort's policy./ Quà sinh nhật và ưu đãi dịch vụ nội bộ theo chính sách của IHG và khu nghỉ dưỡng.
- Enjoys IHG's special offer for internal employee./ Hưởng các ưu đãi đặc biệt của IHG dành cho nhân viên nội bộ.
Mức lương
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