Front Office Duty Manager/ Quản lý Trực ca Lễ tân

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and building mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supports all day-to-day operations.

• Understands employee positions well enough to perform duties in employees' absence.

• Coaches, counsels and encourages employees.

• Handles employee questions and concerns.

• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

• Guides daily Front Desk shift operations.

• Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Strives to improve service performance.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supervises same day selling procedures to maximize room revenue and property occupancy.

• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service within guidelines.

• Handles guest problems and complaints seeking assistance from supervisor as necessary.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implementing the customer recognition/service program, communicating and ensuring the process.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Ensures employees have the proper supplies and uniforms.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Provides feedback to individuals based on observation of service behaviors.

• Participates in an ongoing employee recognition program.

• Conducts training when appropriate.

• Participates in the employee performance appraisal process.

• 1.5 days off per week | 1.5 ngày nghỉ mỗi tuần
• Uniforms and duty meals are provided | Được cung cấp đồng phục & bữa ăn ca
• Full salary & insurance contribution during probation (following labor law) | Được hưởng nguyên lương & tham gia bảo hiểm trong suốt thời gian thử việc (theo luật lao động)
• Service charge allowance during pre-opening period | Trợ cấp phí phục vụ trong giai đoạn tiền khai trương
• Accommodation is provided for non-local associates | Hỗ trợ nhà ở cho nhân viên ở xa
• Training and learning in Marriott International | Học hỏi và đào tạo chuyên môn tại Tập đoàn Marriott International
• Opportunity to grow career at the most luxurious 5-star hotel group in the world | Cơ hội phát triển nghề nghiệp tại tập đoàn khách sạn lớn nhất thế giới

• Bachelor's Degree or higher from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
• 2 years experience as the same role in 5-star international hotel chain.

• For interested applicant, please send your potential CV with subject: [Department] - [Position] - [Full name] to hoteljob.vn
• For further information, please contact Human Resources Department: 0931 288 181 (Ms. Hana)