Front Office Manager - Hotel (Work at L7 West Lake Hanoi - A new project of Lotte Hotels)

Human Resource Management

 Inspect the work schedules of employees and the status of their work.

 Assist the Senior Manager in creating and managing human resource management plans.

 Meet with employees on a regular/irregular basis and manage their work and any distress they may be experiencing.

 Take initiative through consistent self-development.

 Manage human resources in a productive and efficient manner while complying with the company's human resource management regulations.

 Manage and supervise the work of employees.

Training

 Comply with company regulations. Train employees to enhance the service standards on professional appearance and attitude. Continually inform others about any applicable changes.

 Have an intimate knowledge of customer service standards. Train and manage employees accordingly to provide standardized service.

 Inspect the running of an effective training program that allows for an easy transition for new employees.

 Attend business operation and service training as instructed by the Manager. Train junior employees as needed.

 Train employees so they can provide customers with various information including tourism information and the use of facilities in and out of the hotel.

 Plan a safety and hygiene training program for employees and inspect its implementation.

 Train employees in upselling and manage their work.

Customer Service

 Be responsible for the promotion of customer-oriented service and maintain perfect knowledge of services offered by the hotel.

 Keep informed of all general matters in relation to guest rooms. (Types of rooms, rates, check in/out time)

 Be knowledgeable about food and beverages. (Types of places where food and beverages are provided, their hours of operation, general matters in relation to their use, and the nature of their services)

 Keep informed of auxiliary facilities. (Types of facilities, their sizes, their hours of operation, types of shops leased from the hotel and their products)

 Keep informed of how to access the information that customers may request, as well as the membership system and its related services.

 Inspect Privileged Member registration to secure regular and VIP customers.

 Support front desk operations (checking in/out) to ensure a smooth operation.

 Report to the Manager immediately in the event of overbooking or other unusual circumstances.

 Assign and inspect the guest rooms for VIP and other major customers.

 Perform industry benchmarking and monitoring to improve any problems.

 Explain special events and promotions offered by the hotel for customers.

Facility Management, Cleanliness and Safety

 Inspect and manage facilities in and out of guest rooms and the hotel for the safety of the clients.

 Regularly inspect the condition of furniture and other items used in customer service. Purchase them as necessary.

 Maintain a thorough knowledge of equipment and devices used by customers and employees. Assist them as needed.

 Be respectful of company property. Place and manage business materials and equipment in an appropriate manner.

 Supervise and maintain the availability, cleanliness and tidiness of stationery and other items.

 Supervise employees' compliance with sanitation, cleanliness, fire prevention, health and safety standards.

 Create a good work environment for employees. Provide essential support in handling any problems that may arise.

 Remove any hazardous elements from the work environment. Instruct and supervise employees to keep the workplace safe.

Cost, Budget, Loss and Profit

 Regulate customer management and profit statistics.

 Once a month, report to a senior employee regarding the departmental operating budget.

 Manage and improve profit/loss for the improvement of revenue and operational profit.

 Manage the expenditure of each account in the budget in an efficient manner.

 Report the guest room status to a senior employee to maximize revenue and secure a high occupancy rate.

 Assist the Manager. Carry out his/her duties as the acing Manager in his/her absence.

 Perform all check in/out tasks and other related tasks in compliance to the manual and the Standard Operating Procedure (SOP).

 Keep informed on the status of the hotel in preparation of customer inquiry.

 Frequently meet and cooperate with other related departments.

 Comply with and manage the Personal Information Protection regulations for customers and employees.

 Be informed by the Manager any changes in company regulations or other announcements. Make announcements to other employees in the department to keep them informed.

 Record and store guest room data including guest cards, guest room sales log, etc.

 In the event that a problem arises in facilities or services, report to the Manager and take appropriate measures immediately.

 When many customers are waiting, lend assistance in guiding the customers.

 Constantly work on self-improvement.

 Promote a positive and cooperative work environment for teamwork.

 Support front desk operations (checking in/out) to ensure a smooth operation.

 Be in charge of general administrative duties at the front office. Organize and maintain records.

 Follow the company's brand standards and code of business conduct.

 Keep informed of the company's values and ideal conduct. Act accordingly.

 Pursue the operational goal by carrying out all assignments tasked by a senior employee.

 Attend necessary training sessions as required by a training manager in accordance with any training plans.

 Maintain positive and productive working relationships with other employees and departments

 Adhere to hotel grooming standards at all times

 Use professional and polished language in all written and oral communication

 Lead with passion and enthusiasm with a commitment to excellence and a creative approach

 Dedicated to creating personalized experiences and lasting memories for our guests

 Ensure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profits

 Follow department policies, procedures and service standards

 Follow all safety policies

 Oversee for cleanliness, organization and housekeeping/maintenance standards

 Stand for an extended period of time or for an entire work shift.

 Maintain proper posture while at the desk and work area.

 Enter and locate work-related information using computers and/or point of sale systems

 Other duties as assigned

SUPPORTIVE ROLES

 Maintain a close, cooperative relationship with other departments to guarantee effective communication.

 Supervise employees' compliance with sanitation, cleanliness, fire prevention, health and safety standards.

 Supervise and maintain the availability, cleanliness and tidiness of items used in the department.

 Represent Lotte Hotel’s service standards to all customers and provide them with distinguished services.

 Respond to customer requests promptly and with accuracy

 Predict customer needs and strive to resolve complaints

 Maintain a high level of knowledge concerning hotel services in communicating with customers

•  Attractive salary & benefit package
•  02 months of probation with full salary 
•  Insurance package
•  Clear career development plan with many engaging training courses (local & international).
•  Duty meal provided by hotel.
•  Annual helpful training courses (local & international).
•  Wonderful working environment with professional team.

 Education: High school diploma or its equivalent. Bachelor degree or higher in related field preferred.

 Experience: Experience in front office work and guest room management preferred

 Excellent organizational and computer skills.

 Possess a gracious, friendly, and fun demeanor.

 Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.

 Strong verbal and written communication skills in English.

 Ability to work independently and to partner with others to promote an environment of teamwork.

 Ability to analyze data and trends and create strategies for improvement.

 Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills and the ability to make sound and timely business decisions.

 Results oriented with the ability to be flexible and work well under pressure.

 Excellent interpersonal skills with strong written and verbal communication abilities.

 Ability to work a flexible schedule: weekends, holidays, AM, PM, overnight and overtime when needed.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

 Must show understanding of guest room revenues and basic calculations.

 Must show understanding of, and proficiency in, equipment and fixture used in the operation of the front office.

 Must know and understand company regulations and applicable laws regarding hotel management

 Must possess basic computer skills

 Must have excellent communication skills. Must be able to receive instructions and make reports with accuracy.

 Must show basic computer proficiency such as with MS Office (Word, Excel, Powerpoint, etc.)

 Must be knowledgeable about applicable laws regarding the operation of hotels and restaurants.

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