Assistant Front Office Manager

OBJECTIVE:

- Work closely with Guest Service Manager/Front Office Manager to ensure that guests have memorable stay at the hotel.

- Manages and motivates front office teams in order to provide high quality services for guests.

- Understand well Reputation Performance Score and always lead the team to drive the score.

- Increases revenue through his/her sales efforts and by managing room revenues effectively

- Implements brands standards for front office operation.

1. Customer relations:

• Maintains close relationships with guest through their stay in order to foster loyalty.
• Anticipates guest needs and takes them into consideration.
• Handles guest complaints if they have not been dealt with by team members and provides a rapid solution or consult to higher manager for suitable solutions for guests and resolve problem quickly on hands.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

2. Professional techniques/Production:

• Ensures that the hotel’s pricing is correctly applied (work closely with revenue and reservation manager)
• Keeps the databases up-to-date.
• Ensure that guest documentation and information is available and private compliant with Accor guidelines.
• Ensure that internal audit procedures are fully applied
• Fully understand PMS and Accor standards for front office operation

3. Team Management and Cross Departmental Responsibilities:

• Develops team members’ motivation and team spirit by creating a good working atmosphere
• Takes part in recruitment and training the team
• Organizes the welcome and integration of new team members
• Prepares and/or checks work schedules in line with occupancy forecast or hotel activities
• Carries out annual performance appraisals for team members and sets targets
• Draws up the training plan and follows up implementation
• Helps team members improve their skills and provides support for careers development.
• Applies labour legislation

4. Commercial/Sales:

• Trains the team to use and apply sales pitches, walk-in and room upgrade
• Sets the daily occupancy and average room rate targets for the team
• Ensures the brand and/or Group's loyalty program is promoted to guests and meet the target
• Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace

5. Management and Administration:

• Ensures that invoicing and cash operations procedures are respected
• Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)
• Draws up the annual budget for the department, analyses results and implements any corrective actions required
• Manages the department's headcount for optimum efficiency
• Is responsible for the efficient running of the department

1. Salary and Allowances.

Full Salary & monthly Service Charge in probation period.

Support to relocation allowance by ranks.

Home Visit allowance.

2. Benefits

Supported housing staff with full amenities and entertainment area.

Support shuttle bus to Hotel.

Support for full meals during the work shift and day off.

Uniforms are provided according to Hotel standards.

International working environment, joining training courses according standard of Accor.

3. Insurance policy

Insurance according to the provisions of Labour law

Suncare Insurance according to the provisions of policy SunGroup

• Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
• Previous experience with Accor or Luxury hotel Chain
• Minimum 2 years Experience in similar position.
• Communication skills are utilized a significant amount of time when interacting with others, demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Exceptional communication skills English and Vietnamese, verbally and written.
• Proficient in the use of Microsoft Office and Opera
• Problem solving and organizational abilities

• Apply to via hoteljob.vn
• Submit CV to email: Linh.Hoang  accor.com
• Tel: 0388 117 333 (Mr.Linh)