Guest Experience Junior/Nhân Viên Chăm Sóc Khách Hàng

Essential Duties and Responsibilities – (Key Activities)

Administration

• Assists to ensure that the Food and Beverage activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.

• Oversees the preparation and update of individual Departmental Operations Manuals.

• Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

Customer Service / Chăm sóc khách hàng

• Ensures that all employees deliver the brand promise and provide exceptional guest service at all times.

• Ensures that employees also provide excellent service to internal customers in other departments as appropriate.

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Maintains positive guest and colleague interactions with good working relationships.

• Establishes a rapport with guests maintaining good customer relationships.

• Personally and frequently verifies that guests in the Outlet are receiving the best possible service.

• Spends time at event service (during peak periods) to ensure that they are managed well by the respective employees and functions to the fullest expectations.

• Ensures Food and Beverage Division meets the Hotel’s targets in the areas of Guest Satisfaction Survey and Customer Audits.

Financial / Tài chính

• Maximizes employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

• Assists with the preparation of the annual Food and Beverage Business Plan ensuring Divisional Objectives fully address business objectives of the hotel and needs of employees.

• Assists with the preparation and regular update of the Event Service Departmental Budget, in close cooperation with the Director of Food and Beverage ensuring targets are met and costs are effectively controlled.

• Assists in the preparation of the Annual Business Plan for Food and Beverage.

• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information

• Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate.

• Manages Event Service as independent profit centers.

• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

Marketing

• Assists Event Sales in identifying market needs and trends.

• Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s operations remain competitive and cutting edge.

• Continuously seeks Marketing and Public Relations opportunities to increase awareness and ultimately business.

Operational

• Ensures that minimum brand standards have been implemented.

• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

• Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

• Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

• Ensures that event service storage and Audio-Visual areas are neat and organized, including the proper storage of props, and equipment.

• Assists the Event Sales team with creative suggestions and ideas.

• Liaises with the Kitchen and Beverage Department on daily operations and quality control.

Others

• Career Opportunities
• Training & Development
• Insurance
• Accommodation - Hoiana Staff Village
• Employee shuttle bus service
• Uniform

 Excellent verbal, interpersonal & communication skills

 Knowledge of computers including Microsoft Office products & PMS (Opera & Micros preferred)

 A minimum of two years prior experience in related hospitality fields is necessary

 Must be willing to work varied hours, including nights, weekends, holidays and split shifts (according to the needs of the guests).

 Must be able to stand for 90% of their scheduled time.

 Excellent command of English and Vietnamese (spoken and written) is essential