Assistant Front Office Manager/ Trợ lý Trưởng bộ phận Lễ tân

Primary Responsibilities

• Ensure that guests are welcomed warmly and checked in/out efficiently and professionally.

• Resolve guest complaints and concerns in a timely, professional, and courteous manner to enhance guest satisfaction.

• Monitor and maintain guest service standards, ensuring that staff provides exceptional service.

• Handle VIP guests, special requests, and ensure their needs are met promptly.

• Conduct regular follow-up with guests to ensure satisfaction and resolve any issues.

• Oversee the smooth operation of the front office on a daily basis, ensuring timely and accurate check-in and check-out procedures.

• Ensure accurate guest billing, including room charges, taxes, and any additional services, and verify the correct handling of financial transactions.

• Coordinate with housekeeping, maintenance, and other departments to meet guest needs and ensure timely room availability.

• Assist in monitoring the room availability, occupancy levels, and revenue management.

• Implement and enforce hotel policies, including safety, security, and emergency procedures.

• Maintain and update guest profiles, including preferences, special requests, and loyalty program details.

• Ensure the proper handling of phone calls, emails, and inquiries made to the front desk.

• Ensure compliance with all financial policies and internal controls regarding cash handling, credit card transactions, and billing.

• Maintain emergency procedures, including evacuations, first aid, and fire drills, in coordination with hotel management.

• Perform any other duties as directed by the Front Office Manager

Team Management

• Provide department orientation and training of the hotel service standards, procedures and programs

• Constantly monitor team members’ appearance, attitude and degree of professionalism

• Motivate and provides a work environment which brings out the best in team members

• Assist in scheduling staff shifts, ensuring the front desk is adequately staffed during peak hours.

• Conduct performance reviews for front office team members and provide feedback to improve their skills and performance.

• Conduct regular staff meetings to keep team members informed about hotel operations, policies, and guest service initiatives

- 05 working days or 40 hrs per week

- Social - Health Insurance per labor law

- Uniform 

- Free Accommodation at nice, modern and comfortable staff house.

- On board Travel expense support 

- Employee of the Month / Quarter / Year Award 

- Birthday Celebration 

- Year End Party 

- International working environment with many Expatriates

- Excellent opportunities for Career Development with Accor Group as it is # 1 in Asia & Vietnam in term of number of managed property.

At the moment, Accorhotels group has around 4300 hotels over the world in 100 countries

In Vietnam, Accor has 25 hotels from The North to the South, in 2019 we open 10 more hotels in Vietnam.

ACCORHOTELS OPEN 1 HOTEL EVERY 33 HOURS WORLDWIDE

• Strong leadership, interpersonal and training skills

• Good communication and customer contact skills

• Results and service oriented with an eye for details

• Ability to multi-task, work well in stressful & high-pressure situations

• A team player & builder

• A motivator & self-starter

• Well-presented and professionally groomed at all times

• Bachelor / Diploma in Tourism / Hospitality Management

• Minimum 4 years of relevant experience in a similar capacity

• Excellent reading, writing and oral proficiency in English language

• Ability to speak other languages and basic understanding of local languages will be an advantage

• Good working knowledge of MS Excel, Word, & PowerPoint

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