Royal Service Night Supervisor

The Royal Service Night Supervisor leads the daily operations of the combined Reservations and Royal Service function — this role leads and supports the team in managing all calls, emails, and guest requests, while maintaining seamless communication between departments to deliver a personalized and memorable guest experience for the night shift (from 22:00hrs to 6:30hrs next day)

The Night Supervisor ensures to receive all incoming calls not routed to another department, from both in-house and external guests, and that each request is owned from beginning to end. By inspiring the team to log guest preferences, share key details with colleagues, and follow the hotel’s service standards in a genuine, non-scripted way, the Supervisor drives seamless communication across departments, exceptional guest experiences, and maximized revenue from rooms, dining, spa, and other services.

Responsibilities

Team Leadership & Operations

· Supervise and schedule Royal Service colleagues to ensure optimal coverage and service consistency across all communication channels during overnight shifts.

· Allocate, monitor, and review all calls, emails, and service tasks during the night shift to guarantee prompt responses, accuracy, and service excellence.

· Oversee the handling of the last-minute guest room bookings, restaurant, spa, and activity reservations, in-room dining orders, and other guest service requests.

· Verify the accuracy of booking details (dates, rates, market codes, payment methods) and ensure requests are properly logged, dispatched, and followed up to completion for the last-minute bookings or in-house guests.

· Maintain accurate records and data in OPERA Cloud, TARS, HotSOS/ALICE, and other operational systems.

· Ensure guest preferences and special requests are captured in profiles and effectively communicated to relevant departments for personalized service.

· Manage scheduling, attendance, and shift coverage for the night Royal Service Agent

Guest Experience & Service Standards

· Serve as the first escalation point for complex, high-value, or urgent guest matters, resolving them professionally and efficiently during the night shift.

· Lead by example and coach team members to anticipate guest needs, personalize interactions, and deliver thoughtful, memorable experiences.

· Uphold and promote the hotel’s service standards while encouraging a natural and unscripted style of communication.

· Coordinate VIP arrivals, special occasions, and bespoke guest requests with other departments to ensure flawless execution.

Systems, Procedures & Reporting

· Ensure correct and consistent use of all reservation, telephone calls and service request systems; report technical or system issues promptly.

· Comply with all data privacy, PCI, and internal audit requirements.

· Compile and analyze daily, weekly, and monthly reports on logbook with follow up action on guest’s inquiries to ensure guest satisfaction.

· Recommend and implement process improvements to enhance efficiency, accuracy, and guest experience.

• Competitive salary package with service charge
• Full salary and service charge during probation
• Thoughtfully designed benefits supporting your wellbeing and growth
• 2 days off per week
• Social insurance in accordance with the law
• Attractive gifts for public holidays and special occasions
• Annual Summer Outing
• Daily meals provided at the Staff Cafeteria
• A chance to grow your career in a luxury, world-class environment
• Learning & development opportunities within Accor group
• Global career mobility opportunities
• Professional and inspiring working environment
• Recognition culture & employee engagement activities

Knowledge and Experience

• College diploma or above. • Proven experience in luxury hotel reservations. • Strong verbal and written English; Vietnamese advantageous.

• Sound understanding of basic revenue-management principles (BAR, LOS controls, yielding).

Competencies

• Meticulous attention to detail and numerical accuracy.

• Confident communicator who inspires and coaches a small team.

• Guest-centric mind-set with strong problem-solving skills.

• Resilient under pressure and adept at multitasking.

• Discreet and trustworthy in handling sensitive guest and financial data.