Assistant Front Office Manager

THE ROLE:

1. Responsible for matters pertaining to Front Office team including Front Desk, Bell, (Reservation & Communication when re quired)

2. Provides inspirational management, direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.

3. Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.

4. Responsible for be parrt off the creating and updating off Standard Operating Procedures of Front Office Department and to suggest or make amendments according to business situation to maximize operation performance.

5. Manage and supports all team members in daily operation to ensure strict compliance to all policies and standard operating procedures set by the department, hotel and Corporate office.

6. Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.

7. Report any issues or damages to the relevant department to ensure defect-free facilities and service amenities within the hotel.

8. Communicates expectations, recognizes performance, and produces consistent desired business results.

9. Inspiring and empowering team members to provide extraordinary and engaging service to all guests.

10. Build and maintain strong guest relationships by periodically checking in on their stay experiences, gathering feedbacks to improve on operation and service experience. Ensuring that all complaints are handled with utmost professionalism and proper follow-ups are done in a timely manner.

11. Keep informed of VIP and special attention guests reservations and ensure that the preferences are well communicated within the team.

12. Monitor and analyse guest feedbacks from the various platforms (e.g. comment card, TripAdvisor, online reviews) and provide strategic direction for a continuous rating improvement.

13. Handling complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.

14. Manages and control complimentary guest services expenses and suggest alternative solutions as required.

15. Liaise with Credit Manager on credit check reports to ensure accurate financial reporting.

16. Drives cross-selling and upselling of hotel’s products and services noting special promotions and events to maximize revenue performance.

17. Be active in administrative duties such as roster planning, approval of annual leave, medical leave, public holiday leave application, up to date leave records as necessary.

18. Contributes efforts in the preparation and development of the Hotel’s strategic and Business Plan.

19. Contributes to the Risk Management Committee in the review of Fire & Life Safety preventive programs and Crisis & Emergency preparedness initiatives.

20. Train team members on the hotel’s Crisis & Emergency and Fire & Life Safety policies and procedures.

21. Coordinate with Training Manager in implementing periodical Standard Operating Procedure and Audit testing and trainings.

22. Effectively communicate the importance of Forbes and LQA standards with team members to ensure best audit performance.

23. Be active in creating positive working environment for all colleagues performing periodical check-in with team members to ensure satisfaction, maintain strong working relationship with one another and keep an open-door policy.

24. Having inputs for performance review of all Front Office colleagues and provide timely feedback for improvements and praises as due.

25. Provide effective performance feedback through team member recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.

26. Ensure all workplace health and safety standards are observed and provide support to colleagues.

27. Take ownership of individual’s growth and be involved in career progression and succession planning of team members.

28. Participate in recruitment activities such as interviewing new talents for the departments and succession planning.

29. Proactively identify training needs of team members to ensure consistent performance improvement.

30. Assist to prepare the monthly and annual budget and forecast reports.

31. Maintain an image of professional management to all guests, team members and the hotel.

32. Perform all duties with discretion, professionalism and a pleasant demeanor.

• Working at the first hotel in Vietnam to own a restaurant with 1 Michelin star and 2 restaurants on the Michelin Selected list.
• Attractive seniority bonus for employees who have worked for at least 3 years, with no cumulative 13th month salary.
• Opportunity to develop your career with the hotel group ranked Best in the world, voted by the prestigious magazine Travel + Leisure.
• Competitive and attractive compensation and benefits throughout with 100% salary incentive during probation period.
• Comprehensive protection policy from Suncare Insurance and continuous talent development programs by Sun Group - the investor group proudly receiving the "Best Place to Work in Asia" award from HR Asia Awards this year 2023 and countless other prestigious awards.
• And many other competitive offers.

• University Degree, preferably in Hospitality Management or equivalent

Work Experience 

• 2 years’ experience in similar role or capacity in luxury hotel/resort with rotational management roles in Front Office

Technical Skills

• Strong knowledge of Property Management System (e.g. OPERA)
• Excellent interpersonal skills
• Strong people-management skills
• Competent computing skills (e.g. Microsoft Office)
• Strong in spoken and written English