Night Duty Manager

1. Job Summary/ Công việc chính

• Represent the management in greeting and seeing off VIP guests, conducting Hotel and rooms inspection regularly. Bring any outstanding points to the notice of the Department Heads and follow up whenever necessary. Handle guest complains.

2. Responsibilities/ Trách nhiệm công việc

• Conduct regularly inspection rounds to all areas of the hotel with emphasis on the close scrutiny of the operating departments both in the front-of-the -house and back-of-the house areas, complete inspection check-list and make comments on irregularities.

• Follow up on pending irregularities as well as on the working order of elevators, lobby lights, air conditioning and other hotel equipment's.

• Ensure that the staff adheres to all policies established or directed by the hotel and enforce discipline at all times.

• Provide assistance to the Front Office Manager in organizing, directing and coordinating front office activities.

• Supervise front office personnel; also verify the accuracy of reports emanating from the receptionists.

• Provide feedback to management regarding directives to be carried out by the operations staff.

• Foster and enhance a professional relationship with all guests to ensure that they are well taken care of. Receive feedback from guests necessary to improving the delivery of quality services.

• Is thoroughly familiar with the manual back up system.

• Shall enforce all hotel policies, including authorizing or denying requests from the operational departments as may be deemed appropriate.

• Maintain an incident logbook of all pertinent and important events throughout his entire shift, and turn-over the same to the on-coming Duty Manager.

• Is responsible for the safekeeping and correct release of all valuables left for an arriving or in-house guest.

• Co-ordinate closely with Housekeeping and Security in carrying out proper procedures based on his decisions concerning “Do Not Disturb Rooms”, “Refused Service Rooms” and “Double Locked Rooms”.

• Assist Welcomers/Bell team in welcoming guests/VIP guests on their arrival and bidding farewell to them on their departure as well as checking on VIP set-ups.

• Observe Food & Beverage outlets service and make suggestion for improvement.

• Handle guest complaints and provide assistance to guest's special request whenever required.

• Coordinate and work very closely with the Security Department with regards to any criminal act, theft and accident within the Hotel.

• Log all irregularities and report to Front Office Manager especially any unusual occurrences such as accidents, thefts, etc.

• Handle emergency cases according to the established policies & procedures, e.g. fire safety, typhoon, security and medical care, etc., when required.

• Conduct regular relevant training topics to staff and team as required by FOM

• Give courtesy 3 calls/week to all guests in house. Also to call the long staying guests on Sunday.

• Assist Front Office Manager in setting and updating the Front Office check lists and FO SOP.

• Competitive Salary
• Insurance according to labor law is based on 100% of basic salary
• Phone Allowance (depends on company policy)
• Meals Allowance
• Housing Allowance (depends on company policy)
• Monthly Service Charge as revenue upon hotel operations and policy.
• 13th Salary
• Bonus for Tet or Holiday depends on company policy.
• 12 annual leave days/year
• Birthday gifts
• Joining the company's union and having benefits from the trade union fund

• 01+ years’ experience in Duty Manager or similar role, with pre – opening experience is a plus

• Computer proficient and extensive use in software programs (Microsoft Office, Learning Management System and document control)

• Good written and verbal communication skills (verbal, written and comprehension) in both Vietnamese and English, other languages a plus

• In depth knowledge about wine selection, cheese selection and pairing, food and fine dining service

• Diploma degree in Hospitality, Business Administration, Education or relevant

• Creative thinker with the ability to work on own initiative and iterate best practices

• Hospitality mindset, positive attitude

• High degree of stamina, agility, flexibility and attention to details

• High levels of interaction with all others