Instant Service Manager/ Quản Lý Tổng Đài

Hạn nộp: 30/05/2025
Mức lương: Thỏa thuận

Thông tin cơ bản

Số lượng
1

Nơi làm việc
Thành Phố Hạ Long - Quảng Ninh

Giờ làm việc
Làm theo ca

Loại hình
Resort/ Khu Du lịch

Ngành nghề
Tiền sảnh

Vị trí
Giám đốc, phó giám đốc Bộ phận/ Trưởng phòng/ Tổ trưởng

Cập nhật
26/11/2025 11:50

Mô tả công việc

The Instant Service Manager is responsible tonsures the seamless delivery of guest requests and service orders, contributing to an exceptional guest experience:

Manage the daily operations of the Instant Service team, ensuring a consistent and high standard of service delivery for guest requests, including but not limited to in-room dining, housekeeping services, and concierge tasks.
Supervise and train Instant Service Agents, providing guidance and support to ensure they are knowledgeable, motivated, and capable of delivering prompt and efficient service.
Coordinate and collaborate with various departments, including Housekeeping, F&B, Engineering, and Concierge, to ensure guest requests are handled promptly and accurately.
Monitor service request logs to ensure that all requests are completed within the expected time frame and to the satisfaction of the guest.
Handle guest complaints and special requests efficiently and professionally, resolving issues to enhance guest satisfaction and loyalty.
Establish and enforce operational standards for the Instant Service team, ensuring compliance with the resort’s policies and procedures.
Assist in creating and maintaining service delivery reports, tracking guest preferences, special requests, and recurring issues to continuously improve service quality.
Ensure all guest interactions are carried out with the highest levels of professionalism, courtesy, and attention to detail, adhering to the resort's luxury service standards.
Maintain inventory control of in-room service amenities, supplies, and equipment, ensuring they are replenished and well-maintained.
Review and evaluate team performance regularly, providing feedback, coaching, and performance reviews to promote personal and professional growth.
Assist in the development of guest satisfaction initiatives and loyalty programs that further elevate the guest experience.

Quyền lợi được hưởng

Competitive salary and Pre-opening service charge
At least 14 annual leave days/year
Monthly Service charge
100 % salary and immediate Social Insurance enjoyment during probationary period
Accident Insurance (24/7) & Bao Viet Healthy Insurance enjoyment as per IHG policy
13th month salary & monthly service charge
Birthday gifts and Internal Service Discount in accordance to IHG and resort's policy
Enjoys IHG's special offer for internal employee

Yêu cầu công việc

Proven experience in a guest service, concierge, or rooms division supervisory role, preferably within a luxury hotel or resort environment.
Strong leadership, organizational, and communication skills.
Ability to multitask, handle guest requests, and lead a team in a fast-paced environment.
Proficiency in hotel management software and Microsoft Office Suite; experience with resort-specific systems is a plus.
Exceptional problem-solving skills with a proactive approach to service delivery.
High level of attention to detail and dedication to maintaining exceptional service standards.
Ability to work flexible hours, including weekends and holidays.

Yêu cầu hồ sơ

High school diploma or equivalent; a bachelor’s degree in hospitality management or related field is preferred.
Minimum of 2 years in a managerial role within guest services or operations, ideally in a luxury hospitality setting.

ĐÁNH GIÁ

5.0

TỐT

5 ĐÁNH GIÁ

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InterContinental Ha Long Bay Resort & Residences

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Quy mô:
Halong Marina, phường Hùng Thắng, Hạ Long, Quảng Ninh
In the historic Ha Long Bay, the first InterContinental seaside resort in Northern Vietnam, InterContinental Ha Long Resort & Residences, continues the legacy of the world's biggest luxury hotel family, which spans seven decades. Refresh your CV today and join our team to embrace your future professional path.