Front Office Manager tại Fraser Suites Hanoi

4/2008 → 10/2020 (12 năm 5 tháng)

Hà Nội

o March 2016-present: Front Office Manager Main role: Ensure the achievement of guest satisfaction and the optimization of revenue by managing the in-house room situation and the provision of services that meet the unique needs of guests. • Organizing, directing and coordinating the activities of the Front Office in ensuring a smooth operation at the Front Desk. • Conducting regular inspection tours of the entire facility for appearance, safety, staffing, security and maintenance. • Supervising all personnel in the Front Office and ensure that the staff adhere to all policies established by the company. To observe service behaviors of staff and ensure that all uniformed staff are properly attired and groomed, ( i.e each wearing a name tag) • Planning and oversee all front of house and guest service processes from the arrival of guests to their departure in order to ensure the meeting of guest needs & handling complaints efficiently. • Protecting the welfare and interest of guests and ensure the safekeeping of the property • Summarizing TrustYou report which collects all of properties' reviews, social media comments to submit to the Management. • Preparing & organizing annual training plan, monthly activity & special events throughout the year. • Managing Fraser World Loyalty program as a Fraser World Ambassador/ Managing Fraser Suites Hanoi’s official facebook. • Organising and leading voting campaign for World Travel Awards and World Luxury Hotel Awards. • Overseeing the development & implementation of creative plans/programs/activities that anticipate and meet guest needs and interests. • Managing, motivating and developing the Front Desk team in order to effectively achieve the objectives of the unit. • Working closely with the Housekeeping, Engineering, Finance and S&M Departments and others to achieve/maximize guest’s satisfaction. • Co-ordinating with S&M on apartment status to maximize occupancy and revenue. • Controlling all key card equipments, responsible for issuing all master keys that are used for the guest rooms. • Planning and preparing budget yearly • Preparing & checking management reports • Performing other duties that may be assigned by the immediate manager or the management. o March 2011- March 2016: Assistant Front Office Manager o August 2010-March 2011: Duty Manager o June 2010- August 2010: Front Office Supervisor o April 2008- June 2010: Client Relations Executive ( Receptionist)