PHÓ BỘ PHẬN LỄ TÂN/ASSISTANT FRONT OFFICE MANAGER

1. Main Duties & Department Management – Operations Management According to Standards

- Assist in managing and ensuring smooth operations of the Front Office in compliance with hotel standards;

- Manage room revenue and related service products effectively;

- Support Front Office staff in necessary situations.

2. Customer Relationship Management and Development

- Maintain and develop effective customer relationships;

- Manage and deliver high-quality and efficient customer service in accordance with hotel standards;

- Continuously monitor and supervise staff activities to ensure customers are satisfied and their requests are met promptly and effectively in line with the hotel’s service standards;

- Welcome and take care of VIP guests as per hotel regulations;

- Receive and handle serious customer complaints in the absence of the Department Head;

- Handle hotel emergencies effectively;

- Deal effectively with intoxicated individuals and unauthorized persons;

- Be capable of providing basic first aid;

- Coordinate with other departments to ensure safety and security within the hotel, with special attention during holidays, festivals, conferences, weddings, and major events;

- Optimize the application and utilization of computer and information technology throughout the Department;

- Possess strong skills in promoting and marketing room products and services, with a thorough understanding of the local tourism market.

3. Recruitment & Training Management

- Proficient in recruitment, selection, and employee retention processes;

- Identify employees’ development needs;

- Assist the Department Head in planning, implementing, and evaluating training programs to enhance staff competency;

- Capable of conducting on-the-job training and delivering effective group training sessions;

- Ensure a suitable successor is trained and ready to take over the position when required;

- Ensure full participation in all hotel training programs as required