Front Office Manager tại AURORA PREMIUM HOTEL/ Aurora Oriental Hotel

4/2024 → / (1 năm 8 tháng)

61 Hang Be/26 Ly Thai To

Responsibilities: Assisted the management team in the pre-opening stage, setting up Front Office operations, SOPs, and workflows. Coordinated with contractors and suppliers to prepare the front desk area, lobby, and guest service counters for opening. Recruited, onboarded, and trained new front office staff to ensure smooth daily operations from the first day. Supported sales and marketing team in pre-launch campaigns to attract early guests and tour partners. Prepared checklists, operational manuals, and training schedules for the Front Office department. Achievements: Successfully contributed to the on-time and smooth grand opening of Aurora Orient Hanoi Hotel. Recruited and trained a team of 10 front office staff, ensuring they were fully operational and service-ready before opening day. Developed and implemented front office SOPs, which became the standard guidelines for daily operations. Achieved over 98% occupancy in the first month after opening, exceeding initial business targets. Coordinated guest services and VIP arrivals during the grand opening event, ensuring flawless execution and excellent guest experience. Helped secure early positive OTA reviews, maintaining an initial rating of 9.3+ within the first quarter of operation. Reached Top 16 hotels in Hanoi on TripAdvisor within 3 months of opening, a significant milestone for a newly launched property