Duty Manager tại The Hanoi Club Hotel & Residences

5/2010 → / (16 năm 6 tháng)

Hanoi, Vietnam

Duty Manager 2022 - Present The Hanoi Club Hotel & Residences | Hanoi, Vietnam Oversee full hotel operations during shifts, ensuring seamless service delivery across front office, F&B, housekeeping, and maintenance. Lead and mentor a team of 15+ staff members, driving a collaborative and guest-centric culture that consistently exceeds service targets. Serve as the primary escalation point for guest complaints, resolving issues on the spot with creative, solution-oriented approaches. Conduct daily operational briefings and produce shift reports on occupancy, revenue, and incident tracking for senior management. Coordinate with department heads to optimize room allocation, VIP arrivals, and group/event logistics. Ensure strict compliance with hotel SOPs, health & safety regulations, and quality standards across all departments. Front Office Supervisor 2012 - 2022 The Hanoi Club Hotel & Residences | Hanoi, Vietnam Supervised front desk operations across shifts, managing a team of 8-10 receptionists and ensuring 24/7 coverage and service standards. Trained and onboarded new team members on check-in/check-out procedures, PMS systems, and guest interaction protocols. Monitored daily revenue reports, billing accuracy, and cash handling procedures, maintaining zero-discrepancy records. Handled VIP and corporate guest relations, coordinating special requests and ensuring personalized service delivery. Resolved escalated guest complaints with professionalism, achieving high guest satisfaction and repeat bookings. Guest Relations Officer 2010 - 2012 The Hanoi Club Hotel & Residences | Hanoi, Vietnam Managed guest engagement from pre-arrival to post-departure, building lasting relationships that drove repeat business. Executed seamless check-in/check-out procedures for individual, group, and VIP guests while maintaining a warm, professional tone. Handled guest inquiries, special requests, and complaints across multiple channels (walk-in, phone, email) with prompt resolution.