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

 Maintain thorough knowledge of all hotel amenities and local attractions.

 Aid guests with recommending and booking local attractions according to hotel standards.

 Create customized itineraries for hotel guests based on their preferences and requests.

 Coordinate with Housekeeping to arrange in room amenities and floral decorations as requested.

 Readily accept compliments and criticism from guests.

 Respond and resolve any guest complaints. Escalate to senior manager if necessary.

 Inform guests regarding services and events hosted by the hotel.

 Enroll guests in Privileged Membership Program.

 Receive and/or deliver mail to guests.

 Assist with any guest requests while maintaining a positive and professional demeanor.

 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

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

 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 guest requests promptly and with accuracy

 Predict guest needs and strive to resolve complaints

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

•  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: Bachelor’s degree or higher in related field preferred.

 Experience: Experience in concierge 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, 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

 Previous experience with Opera preferred.

 Knowledge of a second language preferred.

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

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

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