Executive Lounge Operative (Nhân viên Phục vụ Tầng VIP)

You are the first point of contact for dealing with any general management related inquiries that arise within the hotel. The position predominately involves face-to-face contact with Guests and represents Senior-level hotel management in their absence. It is also the Management contact point for any hotel operational issues that arise that cannot be resolved by the department. You will be responsible for performing the following tasks to the highest standards:

• Provide food and beverage services to executive lounge guests, welcoming guest, prepare welcome drink and cold tower for arrival guests.

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

• Ensure that the Executive Lounge equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.

• Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.

• Take on an active role in the Executive Lounge team, ensuring effective communication and working as a team in order to reach goals and targets.

• Support Stewarding colleagues in cleaning dishes, glasses, cutlery during Breakfast, Afternoon Tea, and Evening Canapés service when they are not yet available. At the end of the day, ensure that all dishes, glasses, and cutlery are properly washed, dried, and polished

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

• Ensure that rooms, hallways and back of house areas are free of dirty plates, cutlery and mess from the amenity items.

• Follow-up with all guests to ensure satisfaction with problem resolutions.

• Ensure that VIP guests are treated personally and recognized as an individual.

• Set-up meal period displays, ensuring the correct quality and quantity of food and beverage items, as well as attention to details in order to promote the hotel’s daily offerings.

• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.

• Collect daily requisitions of food and amenity items from Receiving and Stores, ensuring that only quality items are accepted and then prepared.

• Manage the inventory of food stock, ensuring that items are not wasted and are handled correctly.

• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.

• Ensure that the day-to-day functions of the Executive Lounge are completed, including but not limited to checklists, set-ups for meal periods, daily requisitions, buffet and breakfast services, and replenishments.

• Handle food and beverages in a safe, hygienic and professional way, ensuring that all caution is taken when handling food and when cleaning in order to prevent sickness and contamination.

• Do up a monthly inventory of food and beverage items, and other service items used in the operation, ensuring that a minimum par level is available and managing requisitions on a day-to-day basis to ensure that the Executive Lounge does not run short.

• Clean and tidy the Executive Lounge Pantry on a daily basis, ensuring that it is free from rubbish and that it adheres to health and safety standards.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

- Competitive salary (Attractive salary)

- Fully paid insurance regimes: social insurance, health insurance, unemployment insurance, health insurance

- Get job-related professional training, opportunities for advancement.

- Professional and classy working environment.

• Good communication skills, fluent in Vietnamese

• Ability to read, write, and speak English language to communicate effectively

• Knowledge of various computer programs, such as Word and Excel

• Methodical and well organized

• Excellent attention to details

• Excellent grooming standards

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• A degree or diploma in Hotel Management or equivalent

• A certificate of English (from CEFR B2 or Toeic 455 or Ielts 5.0 and above)

• Fluency in other languages, Chinese, Korean, Japanese are preferable

• Previous experience working in management position in a luxury hotel environment

• Familiar with Property Management Systems; Opera system