[NOVOTEL PHU QUOC RESORT] Duty Manager - Quản lý trực ca

Front Office Operation

• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
• Review, analyze and suggest improvement of work flow and standards at the Front Desk
• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
• Communicate with Front Office Manager on all matters regarding guest services & hotel operations
• Ensure documentation of all guest related issues using the logbook
• Sign media and supervise shift handover procedures
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
• Assist Guest Relations in greeting, rooming, and sending off guests
• Inspect front of house and back of house regularly for cleanliness and orderliness
• Ensure that front line staff complies with marketing techniques and maximizes sales
• Check billing instructions, monitor guest credit and act upon any discrepancies
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
• Ensures the Safety, Security and Loss Control policies and procedures are complied with at the lobby and driveway. Handle and manage hotel emergencies.
• Conduct Night Audit Process for hotel

Team Management

• Provide department orientation and training of the hotel service standards, procedures and program
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Motivate and provides a work environment which brings out the best in team members

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be fully conversant with hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

• Friendly Accommodation and Meals / Hỗ trợ nhà ở tiện nghi, thân thiện cho nhân viên ở xa, cung cấp bữa ăn dinh dưỡng theo ca, 3 bữa khi ở nhà nhân viên
• Free uniform / Cung cấp đồng phục khi làm việc
• Monthly service charge / Thưởng phí dịch vụ hàng tháng
• Employee benefit card offering discounted rates in Accor Hotels / Được hưởng ưu đãi khi sử dụng dịch vụ tại các khách sạn thuộc tập đoàn Accor
• Dynamic working environment / Làm việc trong môi trường năng động
• Participate in activities: birthday party, year-end party, sports... / Tham gia các hoạt động: sinh nhật, tiệc cuối năm, thể thao...

Knowledge and Experience

· Diploma in Tourism / Hospitality Management

· Minimum 2 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

Competencies

· 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

Liên hệ 0297 626 0999 hoặc 0399 868 783