Guest Service Manager (Duty Manager)

Hoiana Hotels

Quy mô :

Phòng Nhân Sự +84 (0) 235 626 3333 – Ext: 586075 Tay Son Tay Hamlet, Duy Hai Commune, Duy Xuyen District, Quang Nam Province, Vietnam

Theo dõi Nhà tuyển dụng này

Mô tả công việc

  • Assists to prepare and update the Front Office Departmental Operations Manual.
  • Submits all guests / employees incident reports.
  • Familiarize self with all kind of emergency procedures and take command post until a hotel executive arrives and takes over during the emergency situations
  • Acquaint with the rate structure, room categories, F&B outlets and all kind of facilities that provide in the hotel.
  • Offer assistance to all sections at front office and supervise the lobby activities when the traffic is busy.
  • Attend daily briefing / debriefing and any monthly meeting on time.
  • Handle guest’s complaint and special request tactfully, record down in internal log book and copy to the department concerned for necessary action taken.
  • Inspect rooms assigned to VIP guests and make sure those rooms are in good condition with amenities prior to guests arrival.
  • Greet the VIP guest upon their arrival, check-in and escort to room. Bid farewell to them upon their departure from hotel.
  • Review all folios for VIP guests a night prior their departure as to avoid any irregular item was posted.
  • Ensure the appropriate room assignment was given to the VIP guests.
  • Record and handle the turn away guests and arrange an alternative accommodation when the hotel is fully booked.
  • Assist Executive Housekeeper to keep valuable lost and found items if necessary.
  • Review the daily event board in regards of the hotel catering activities.
  • Conduct a hotel tour for visitors if Sales department are not available.
  • Coordinate with security department and open the locked safe for in-house guest and checked-out room.
  • Handle guest’s sleep out, double-locked and unlocked as requested by guests.
  • Problem solving in all outlets in the absence of F&B executive.
  • Conduct floor patrol and hotel premises with security during overnight.
  • Review the guest in-house rate, check flash report, room analysis report etc., assure all figures are accurate before circulate to executive committee member in the morning.
  • Coordinates with Front Desk on voucher, billing instructions, deposits, rebates etc., to minimise bad debts, skippers, untraceable charges and allowance.
  • Assists to ensure the punctuality and appearance of all Front Desk associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
  • Assists in the planning and implementation of effective training programmes for all Front Office associates in coordination with the Departmental Trainers.
  • Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
  • Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
  • Assist to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.

Quyền lợi được hưởng

  • Competitive salary and packages.
  • Service Charge.
  • Interesting training course provided by hotel and Rosewood group.
  • Professional working environment with international branding.

Yêu cầu công việc

  • Excellent command of English verbal, reading and writing ability is required
  • Minimum of 1 year managerial or 2 year supervisory experience in hotel front office operations

Yêu cầu hồ sơ

Full CV

Guest Service Manager (Duty Manager)

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Hoiana Hotels

Địa chỉ: Tay Son Tay Hamlet, Duy Hai Commune, Duy Xuyen District, Quang Nam Province, Vietnam

Điện thoại: +84 (0) 235 626 3333 – Ext: 586079