Concierge Agent/ Nhân viên quầy thông tin

• Hạn nộp: 31/08/2026
• Mức lương: 8 - 12 triệu

Thông tin cơ bản

Mô tả công việc

Guest Service Responsibilities

The Concierge is a key person in the lobby and is a reference for a guest staying in the Hotel Metropole Hanoi. He is one of the persons who makes the lobby alive by his natural guest relationships and dynamism.

 The Concierge ensures personally the direct contact to the guest at the Concierge Desk. The Concierge will maintain at all times a professional & friendly manner to communicate with the guests.

 His perfect attitude, Smile & extra care of the guest will be an example to follow for each member of the Concierge Team.

 The Concierge answers personally the phone at the concierge desk and ensures the follow up accordingly.

 He will consider with interest each guest comment/request and will try to reach successfully his expectations. He is responsible to ensure that all recommendations given are in line with the standards established.

 He will make the relevant bookings and ensure that an extra care is given to his guests.

 He is responsible of his cash float and ensures that the products sold are paid immediately.

 Airport Rep & Limousine Coordination: The Concierge being the first coordinator of the guest pre-arrival, he coordinates with the Airport Representatives and Drivers regarding the status of the expected arrivals.

 The Concierge will ensure that all the standards and procedures established at the Sofitel Metropole Hanoi are reached successfully and permanently.

Supervision of Concierge Operations

• The Concierge will keep under control the day to day concierge activity during his shift.

• To ensure that each guest is taken care as soon as he arrives at the hotel with warm welcome and greeting (Car door opening, hotel door opening, Luggage taken immediately & guiding the guest through the required direction).

 To ensure that each guest receives his luggage in room as soon as it is possible.

 To ensure that the luggages for the guests who check out are sent to the lobby quickly once the guest has called.

 To ensure that the luggage which stand at the concierge desk are recorded with a ticket and that they are organized nicely.

 To ensure that the trolleys used by the Concierge section are clean and shining at any time.

 To ensure that the Concierge area is clean and tidy at any time.

 To ensure that all newspapers are delivered on time.

 To organize the priorities and manpower within the section and to ensure that we have as often as possible one Bellboy who standby in front of the lift, 1 door lady (or Bellboy instead) at the Hotel door1 Door Man (or Bellboy instead) outside the hotel & 1 Bellboy at Opera wing.

 To ensure that the outside area in front of the hotel is kept clear at any time.

 To ensure that a guest message is sent quickly to the guest room once it is received

 To coordinate with the Front Desk the room numbers and tag numbers to ensure that the correct numbers are collected.

Training and Human Resources Management

 To Guide and train his/her team during the operation.

 To ensure that each member of the concierge team on duty starts and finishes on time.

 To ensure that the discipline regulations are fully respected by each employee on duty of the concierge section.

 To report quickly any problem to the Chief Concierge.

 To control the lunch & dinner of each staff on duty depending upon the activity.

 To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Hotel Metropole Hanoi staff handbook.

GENERAL DUTIES:

Active in Communication

The Concierge is working in a central area for the guest, he then have to be fully aware of the hotel information and internal procedures. This involves that he will be active in the following tasks:

 He will attend the required Briefings/ Meetings, will take note of all the information, be active to ask questions and will bring out the different problems and situations that he or his team have faced. He will write a detailed and clear report in the Concierge Logbook

 He will pick up at the beginning of his shift all the documents from the Concierge pigeon hole and will do an accurate follow up. He will empty this pigeon hole as often as required during his shift.

 He will print the Concierge Trace Report and do the accurate follow up.

 The Concierge will ensure a quick briefing to his team about the activity of the shift, special requests and will give his/her instructions.

 The Concierge Logbook will be updated as often as required during the shift, and he will ensure that all his team is fully aware of its content.

 At the end of the shift, a clear and detailed handover will be done to the Chief Concierge of the next shift.

Relations

Maintain good working relationship with all colleagues within the section and Department as a whole.

Replacement and temporary mission

To be ready and responsible when assigned to perform in an emergency or difficult situation as required by Management from time to time.

Security Issues

The Concierge has to know

Administration

• <Insert main Admin duties>

• <Refer to operations manual (SOPs) for details if required>

Financial and Revenue Responsibilities

• <Insert main Financial duties if any>

• <Refer to operations manual (SOPs) for details if required>

<Add titles if required>

• <Add bullet points if required>

Miscellaneous

• <Add additional Responsibilities per the job title if required> <Refer to operations manual (SOPs) for details if required>

<Do not change or remove the following 2 sentences>:

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety <DO NOT CHANGE or REMOVE THIS SECTION>

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• <Add to or delete from the list below, depending on the job requirements>

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

The Concierge is a key person in the lobby and is a reference for a guest staying in the Hotel Metropole Hanoi. He is one of the persons who makes the lobby alive by his natural guest relationships and dynamism.

 The Concierge ensures personally the direct contact to the guest at the Concierge Desk. The Concierge will maintain at all times a professional & friendly manner to communicate with the guests.

 His perfect attitude, Smile & extra care of the guest will be an example to follow for each member of the Concierge Team.

 The Concierge answers personally the phone at the concierge desk and ensures the follow up accordingly.

 He will consider with interest each guest comment/request and will try to reach successfully his expectations. He is responsible to ensure that all recommendations given are in line with the standards established.

 He will make the relevant bookings and ensure that an extra care is given to his guests.

 He is responsible of his cash float and ensures that the products sold are paid immediately.

 Airport Rep & Limousine Coordination: The Concierge being the first coordinator of the guest pre-arrival, he coordinates with the Airport Representatives and Drivers regarding the status of the expected arrivals.

 The Concierge will ensure that all the standards and procedures established at the Sofitel Metropole Hanoi are reached successfully and permanently.

Supervision of Concierge Operations

• The Concierge will keep under control the day to day concierge activity during his shift.

• To ensure that each guest is taken care as soon as he arrives at the hotel with warm welcome and greeting (Car door opening, hotel door opening, Luggage taken immediately & guiding the guest through the required direction).

 To ensure that each guest receives his luggage in room as soon as it is possible.

 To ensure that the luggages for the guests who check out are sent to the lobby quickly once the guest has called.

 To ensure that the luggage which stand at the concierge desk are recorded with a ticket and that they are organized nicely.

 To ensure that the trolleys used by the Concierge section are clean and shining at any time.

 To ensure that the Concierge area is clean and tidy at any time.

 To ensure that all newspapers are delivered on time.

 To organize the priorities and manpower within the section and to ensure that we have as often as possible one Bellboy who standby in front of the lift, 1 door lady (or Bellboy instead) at the Hotel door1 Door Man (or Bellboy instead) outside the hotel & 1 Bellboy at Opera wing.

 To ensure that the outside area in front of the hotel is kept clear at any time.

 To ensure that a guest message is sent quickly to the guest room once it is received

 To coordinate with the Front Desk the room numbers and tag numbers to ensure that the correct numbers are collected.

Training and Human Resources Management

 To Guide and train his/her team during the operation.

 To ensure that each member of the concierge team on duty starts and finishes on time.

 To ensure that the discipline regulations are fully respected by each employee on duty of the concierge section.

 To report quickly any problem to the Chief Concierge.

 To control the lunch & dinner of each staff on duty depending upon the activity.

 To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Hotel Metropole Hanoi staff handbook.

GENERAL DUTIES:

Active in Communication

The Concierge is working in a central area for the guest, he then have to be fully aware of the hotel information and internal procedures. This involves that he will be active in the following tasks:

 He will attend the required Briefings/ Meetings, will take note of all the information, be active to ask questions and will bring out the different problems and situations that he or his team have faced. He will write a detailed and clear report in the Concierge Logbook

 He will pick up at the beginning of his shift all the documents from the Concierge pigeon hole and will do an accurate follow up. He will empty this pigeon hole as often as required during his shift.

 He will print the Concierge Trace Report and do the accurate follow up.

 The Concierge will ensure a quick briefing to his team about the activity of the shift, special requests and will give his/her instructions.

 The Concierge Logbook will be updated as often as required during the shift, and he will ensure that all his team is fully aware of its content.

 At the end of the shift, a clear and detailed handover will be done to the Chief Concierge of the next shift.

Relations

Maintain good working relationship with all colleagues within the section and Department as a whole.

Replacement and temporary mission

To be ready and responsible when assigned to perform in an emergency or difficult situation as required by Management from time to time.

Security Issues

The Concierge has to know

Administration

• <Insert main Admin duties>

• <Refer to operations manual (SOPs) for details if required>

Financial and Revenue Responsibilities

• <Insert main Financial duties if any>

• <Refer to operations manual (SOPs) for details if required>

<Add titles if required>

• <Add bullet points if required>

Miscellaneous

• <Add additional Responsibilities per the job title if required> <Refer to operations manual (SOPs) for details if required>

<Do not change or remove the following 2 sentences>:

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety <DO NOT CHANGE or REMOVE THIS SECTION>

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• <Add to or delete from the list below, depending on the job requirements>

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

Quyền lợi được hưởng

Employee benefit card with discounted rates in Accor Hotels worldwide + other offers.

Talent development through learning programs by Academy Accor.

Opportunity to grow within the property, the company and across the world!

Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.

Yêu cầu công việc

• Minimum 3 years experience in the same position

• Solid foundation on client handling & business development

• Excellent communication and interpersonal skills

• Strong in Microsoft Office suite

• Fluent in English and Vietnamese (spoken& written)

Yêu cầu hồ sơ

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