Residences Guest Service Manager/ Quản lý dịch vụ khách hàng khu căn hộ

• Conduct daily briefings and ensure that all pertinent information is well received by team members.
• Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered, and department standards are met.
• Training for new staff as the training program
• Review, analyst and suggest improvement of workflow and standards at the Front Office.
• Communicate with FOM on all matters regarding guest services & hotel operations.
• Welcoming VIP guests, delegations, loyal guests, long-term guests.
• Prepares and checks for VIP's arrival and escorts guests to rooms.
• Checks cleanliness of lobby and public areas, lights, Front Desk counter & back office and as well as FO staff in proper and orderly appearance and behavior.
• Ensure documentation of all guests’ related issues using "We Care Log".
• Coordinate and communicate with other departments as required regarding general administration and operations issues.
• Always provide management presence by assisting with the handling of guests' needs and complaints tactfully and efficiently.
• Ensure that front line staff complies with marketing techniques and maximizes sales.
• Promote Hyatt Regency West Hanoi's warm hospitality to our customers on special occasion like birthday, honeymoon, wedding anniversary, farewell, etc.
• Plan to buy farewell gifts for long-term guests quarterly.
• Check billing instructions, monitor guest credit and act upon any discrepancies
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Handle and manage property emergencies.
• Implement and ensure system recovery procedures are carried out once staffs receive a special request or complaints from the guests. Apply special discounts and approve special offers in a reasonable way as a gesture to recover guest's experience
• Support the staff in the department to handle difficult customer requests, complaints that staff receiving directly at the reception or indirectly via phone, email, etc. that they cannot handle.
• Coordinate with relevant departments to best respond to requests, quickly resolve complaints so that customers are always satisfied
• Keep records of complaints that are difficult to deal with and how to deal with them appropriately to guide employees in responding to similar situations.
• Selection, training and coaching of FO personnel
• Plan to recruit personnel and coordinate with FOM and relevant departments to implement to ensure the department always has the necessary personnel.
• Directly participate in the process of interviewing, selecting, and negotiating remuneration for new employees.
• Maintain inter-departmental relationships to ensure seamless customer service
• Assist FOM in working with DOF in the preparation and management of the Department's budget.
• Maintain knowledge of credit, invoice, currency exchange and property assets policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• Plan and organize residents' activities for year 2023: Monthly Residents' Day, International Women's Day, Mid-Autumn Festival, Orientation trip to Peach Blossom& Kumquat garden, New Year Celebration (Lion Dance), Earth Hour Day, X-mas Tree Lighting Ceremony, Year End Party, etc.
• Plan to buy farewell gift for long-term guests.
• Drive Hysat/TripAdvisor/ Social media at Residence (encourage guest to share feedback) as well as responding to surveys on Hysat.
• Follow up to update Residents' monthly tracking satisfaction sheet, gathering preference notes for long term Residence guests.
• Arrange Duty Roster for Residence staff to ensure matching occupancy and work efficiency.
• Monthly Guest Experience report and attend Guest Experience Country Call with sister properties in VN.
• Training W.O.H & Upselling skills for all FO team
• Drive W.O.H Enrolment, Upselling, Hysat, Training to achieve monthly& yearly target
• Daily observation of Front Office procedures and operations
• Share night shifts with Assistant Managers to ensure the overall operation of the Front Office department

• Competitive remuneration package
• Opportunity to work at one of the biggest hotel groups in the world which has been named to the FORTUNE 100 Best Companies to Work For list, an annual ranking of companies with outstanding workplace cultures according to global research and consulting firm Great Place to Work and FORTUNE.
• International and professional but friendly 5-star working environment.
• Delicious and nutritious meal at Hotel Associate restaurant.
• Uniform provided by Hotel.
• Opportunity to stay free up to 12 complimentary room nights at all Hyatt property over the world and get staff rate for other stay.
• Food and Beverage discount at Hotel restaurant.
• Social Insurance, Health Insurance and Accident Insurance as per law
• Accident 24/7 Insurance
• Other benefits following Hotel policy & Vietnam labor law

• Relevant degree in hospitality management, tourism or a related field.
• 2-3 years of experience of similar position in in 5 star hotel.
• Excellent communication skills, both written and verbal.
  
• Superior attention to detail; organizational skills; planning skills; problem-solving skills
  
• Can work in shift
• Can work under pressure

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