Mô Tả Công Việc
I. Front Office Operations
Task 1:
- Review room rates on the system to ensure all information is accurately updated according to promotions, peak seasons, and other pricing policies.
- Develop preparation plans for receiving VIP guests and ensure all arrangements are executed flawlessly.
Task 2:
- Support staff in welcoming, serving, and bidding farewell to VIP guests, ensuring the highest level of service.
- Assist Front Desk staff with group arrivals, loyal guests, and long-stay guests, ensuring consistent guest satisfaction.
- Support team members in handling difficult guest requests or complaints beyond their authority.
- Coordinate with other departments to effectively fulfill guest requests and resolve complaints promptly, ensuring maximum guest satisfaction.
Task 3:
- Develop recruitment plans and coordinate with the HR department to ensure the Front Office team is always adequately staffed.
- Directly participate in the interview and selection process for new team members.
- Plan and conduct training programs to enhance staff skills and professional competencies.
Task 4:
- Support the implementation of hotel marketing activities when required.
- Attend daily briefings with the General Manager and participate in regular financial analysis and operational meetings.
II. Customer Service
Task 1:
- Supervise, monitor, and evaluate the performance of all staff within the department.
- Assist staff in welcoming, serving, and bidding farewell to VIP guests, ensuring service excellence.
- Support the Front Desk team in handling group arrivals, loyal guests, and long-stay guests.
- Develop and update VIP guest service procedures to maintain consistent high standards.
Task 2:
- Assist staff in resolving complex guest requests and complaints that exceed their authority.
- Work closely with relevant departments to promptly address guest needs and complaints.
- Compile and analyze guest feedback and complaint reports to identify service improvement opportunities.
- Ensure timely responses to guest comments and complaints on online platforms.
- Manage the cashier and ticket-checking team to ensure accurate and efficient operations.
Task 3:
- Develop manpower planning for the Customer Service team and work with HR to ensure adequate staffing.
- Participate directly in interviewing and recruiting suitable candidates.
- Plan and organize training programs to improve staff professionalism and service skills.
Task 4:
- Support the hotel’s marketing initiatives when required.
- Participate in daily briefings with the General Manager and join regular financial and operational reviews.
Yêu Cầu Công Việc
1. Industry Experience
- Minimum 3–5 years of experience in Front Office operations within 4–5 star hotels or equivalent hospitality environments.
- At least 2 years in a supervisory or assistant manager role in Front Office, Guest Relations, or Customer Service.
2. Leadership & Management Experience
- Proven experience in managing and supervising teams, including scheduling, performance evaluation, coaching, and conflict resolution.
- Demonstrated ability to lead cross-departmental coordination to resolve guest issues efficiently.
- Experience in recruiting, training, and developing staff across multiple Front Office functions (Reception, Guest Services, Concierge, Cashiering…).
3. Guest Service Experience
- Strong background in handling VIP, VVIP, long-stay, and loyal guests.
- Extensive experience in dealing with difficult guest situations and resolving escalated complaints professionally.
- Experience working with international guests and understanding various cultural expectations.
4. Operational Experience
- Hands-on experience with Front Office systems (PMS/CRM, booking engines, POS)—e.g., Opera, Fidelio, or similar.
- Experience in room inventory management, rate checks, and coordinating with Sales, Housekeeping, and other departments.
- Familiarity with online guest feedback management, including responding on review platforms.
5. Marketing & Business Experience
- Experience supporting hotel marketing and promotional activities, including guest engagement campaigns.
- Ability to analyze operational reports and financial performance to support decision-making.
6. Communication & Problem-Solving
- Proven record of effective communication with guests, partners, and internal teams.
- Strong experience in crisis handling, managing service recovery, and implementing preventive solutions.
Hình thức
Quyền Lợi
- Attractive and competitive salary package, including high service charge and tips.
- Daily meals provided; staff using the staff house are offered three meals per day.
- Dormitory accommodation support for employees staying in the staff house.
- Comprehensive training programs to develop professional skills in a well-structured and high-standard working environment.
- Clear and rapid career advancement opportunities for high-performing and ambitious employees.
- Exclusive employee benefits, including 20%–30% discounts on dining, accommodation, and other services within the hotel's group.
Mức lương
Thỏa thuận
Tham khảo: 10 Dấu hiệu nhận biết hành vi lừa đảo qua tin tuyển dụng.