Duty Manager

- Manage day-to-day reception activities, plan and assign work, and establish measurable performance and development goals for members of the department

- Provide mentoring, coaching, training and regular feedback to eliminate conflict and improve team member performance to ensure outstanding technical and service skills are developed and maintained at all levels

- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.

- Promote teamwork and quality service through daily communication and coordination with other departments.

- Recommend to Front Office Manager disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies.

- Assist (Assistant) Front Office Manager monthly FO meetings with relevant colleagues relating to, but not limited to, the following: Overall FO performance, Projected business, Operations feedback and issues, Changes in procedures and policies, Quality improvement (Guest Love), Upsell, Productivity improvement

- Attends all other meetings as required by the administrative calendar

- Ensure front office staff provides guests with prompt service, professional attention and personal recognition. Assist at the reception counter whenever necessary.

- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.

- Assists in greeting, rooming, and sending off VIP guests

- Reports directly to and communicates with the (Assistant) Front Office Manager on all pertinent matters affecting guest service and hotel operations.

- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. * Drive the IHG Rewards Club and upsell program

- Be a Champion in your assigned area

- Manage daily and weekly room inventory with Reservations Manager 

- Oversee night audit function and preparation of daily financial reports. 

- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

• International working environment with friendly & fun atmosphere

• 5 working-day/week

• Full Social, Health and Unemployment Insurance

• International Training programs

• Uniform and Laundry

• Duty meals

• 24/7 Accident Insurance

- Bachelor’s degree / higher education qualification / equivalent in Hotel Management

- Three or more years in Front Office/Guest Services Management

- Must speak Vietnamese and English fluently

- Good writing skills. Bachelor’s degree / higher education qualification / equivalent in Hotel Management

- Well-versed in Excel, Word and Power Point 

- Problem solving, reasoning, motivating, organizational and training abilities. 

- Good communication skills with the ability to communicate in different ways to different employees. 

- Ability to build good working relationships with different employees and cluster network

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