Front Desk Manager

Responsible for managing the daily operations of the Front Office Team, ensuring all InterContinental standards and service behaviours are consistently delivered in line with the brand’s ambition and promise. The role embodies the InterContinental vision of luxury by maintaining high standards of product and service quality and ensuring exceptional guest experiences throughout their stay. Key responsibilities also include overseeing staffing functions such as recruitment, training, performance development, and employee recognition programs, with a strong focus on team performance and guest satisfaction.

• Ensure Front Office areas, including the welcome arrival entrance, lobby, group check-in, residences, and public bathrooms, are tidy and clean at all times, free from any debris or stains.
• Make frequent appearances in the Lobby, Reception, and Club InterContinental, especially during peak periods, to ensure that key Front Office areas are well managed by the respective teams and deliver guest experiences in accordance with the luxury brand service framework.
• Personalize interactions within service protocol and regularly verify that guests are enjoying a seamless journey from arrival to departure, including all interactions in between.
• Ensure that all Front Office colleagues are well-informed about current promotions, policies, and other important information relating to the resort and Ha Long Bay.
• Implement consistent guest recognition programmes, maintain an up-to-date guest history database, and leverage this information in daily operations to curate memorable and personalized moments.
• Ensure all arrival rooms are pre-assigned in advance, allowing sufficient time for the Housekeeping team to prepare. Monitor arrivals, departures, and in-house room status, maintaining close communication with the Housekeeping team to coordinate a flawless room experience for guests. Pay particular attention to Club InterContinental, VIPs, special requests, and long-stay guest rooms.
• Remain fully informed of all issues, incidents, and complaints related to guest experiences, products, and facilities. Possess the knowledge and authority to resolve problems on the spot and take immediate service recovery actions when needed. Report issues through internal communication platforms where appropriate and follow up as part of the service recovery and review process.
• Continuously review the accuracy of room counts and discrepancies. Ensure all control systems in place are strictly adhered to by the team.
• Supervise and ensure that statistics from each area under the Front Office are accurately consolidated, compiled, and submitted as part of daily operation reports.
• Demonstrate knowledge of system recovery procedures and the ability to operate manually during technical disruptions when issues cannot be resolved promptly.
• Collaborate closely with the Housekeeping and Engineering Departments to block rooms as needed for maintenance, ensuring clear and continuous communication within the Rooms Division.
• Maintain strict control of resort room keys, especially Master Keys held by associates from Job Band 1 to 10. Execute recovery procedures promptly in the event of lost Master Keys and maintain records in accordance with InterContinental brand standards.
• Maintain thorough knowledge of credit policies and procedures. Liaise closely with the Finance Department to ensure all credit transactions are handled appropriately.
• Ensure compliance with local regulations required by the Vietnamese government and resort policies related to financial recordkeeping, money handling, and licensing, including timely and accurate reporting of financial information.
• Approve room upgrades and special amenities in accordance with InterContinental standards and designated empowerment levels.
• Lead the preparation and periodic updates of Front Office Standard Operating Procedures. Ensure adherence to these standards by all team members.
• Oversee the smooth running of daily Front Office operations and ensure that team members clearly understand their assigned roles and responsibilities.
• Support the Front Office Manager to plan and implement effective training programmes in coordination with Departmental Trainers and the Training Manager, ensuring that training is delivered and recorded in accordance with InterContinental brand standards.
• Contribute to maximizing room sales and revenues through yield management, upselling, and inventory management strategies. Collaborate with relevant teams and encourage Front Office colleagues to meet or exceed monthly and annual targets.
• Enhance associate productivity through multi-skilling, multi-tasking, and flexible scheduling to support financial goals and guest satisfaction targets.
• Ensure the Front Office operates with optimal cost-efficiency while upholding the brand promise to guests. Contribute to cost management aligned with key performance indicators.
• Support Front Office Manager and post weekly Front Office work schedules that reflect business needs and performance indicators, when required.
• Participate in monthly Profit & Loss and revenue meetings when required or in the absence of the Front Office Manager, to ensure that team goals are set and achieved.
• Continuously seek opportunities to enhance the skills and effectiveness of Front Office colleagues through coaching and mentoring. Conduct periodic Check-In Conversations with junior managers and record progress for use in Personal Development Plans and Annual Performance Reviews.
• Manage colleague satisfaction by ensuring reasonable working hours, proper meal breaks, and fair shift scheduling.
• Maintain positive inter-departmental relationships to ensure a seamless and satisfying guest journey throughout the resort.
• Assume responsibility for maintaining standards and ensuring that furnishings and equipment in Front Office areas are clean, well-maintained, and in good condition.
• Ensure punctuality and professional appearance of all Front Office colleagues, including proper uniform wear and adherence to grooming standards in line with resort and departmental policies.
• Ensure that Front Office associates strictly comply with resort policies and regulations regarding fire safety, hazard prevention, and security.
• In conjunction with the Emergency Response Team, prepare emergency procedures based on guidance from relevant authorities, covering situations such as fire, power outages, bomb threats, typhoons, etc., when necessary.
• Perform any other duties as assigned by senior management from time to time.

• Competitive salary / Mức lương hấp dẫn
• At least 14 annual leave days/year./ Tối thiểu 14 ngày phép/năm
• Monthly Service charge./ Phí dịch vụ theo tình hình doanh thu hàng tháng.
• 100 % salary and immediate Social Insurance enjoyment during probationary period./ Hưởng 100% lương & tham gia BHXH ngay trong thời gian thử việc.
• Accident Insurance (24/7) & Bao Viet Healthy Insurance enjoyment as per IHG policy./ Bảo hiểm tai nạn 24/7 và bảo hiểm sức khỏe Bảo Việt theo chính sách của IHG.
• 13th month salary/ Chế độ thường thường niên (lương tháng 13)
• Birthday gifts and Internal Service Discount in accordance to IHG and resort's policy./ Quà sinh nhật và ưu đãi dịch vụ nội bộ theo chính sách của IHG và khu nghỉ dưỡng.
• Enjoys IHG's special offer for internal employee./ Hưởng các ưu đãi đặc biệt của IHG dành cho nhân viên nội bộ.

Required Skills

• Commitment: You are dedicated to your work and always strive to perform at your best. You do not leave before your tasks are completed or carefully handed over to your colleagues.
• Growth Mindset: You believe in continuous improvement and personal development by embracing challenges, learning from mistakes, and genuinely listening to feedback.
• Ambition: You are eager to learn and enthusiastic about continuously enhancing your knowledge and skills in order to become a great leader.
• Proactive Attitude: You are driven by intrinsic motivation and consistently stay one step ahead in executing daily tasks and anticipating guests’ needs.
• Knowledgeable: You ensure you possess in-depth product knowledge and actively contribute to developing the knowledge of your team members.
• Consistency: As Assistant Head of Department, you ensure consistent service delivery and uphold the quality standards set by the resort at all times.
• Leadership: You lead by example, demonstrating how work should be done while continuously supporting the growth and development of your team.
• Team Player: You work collaboratively toward shared goals and understand the importance of your role within the team. You are always willing to support your colleagues.

Qualifications

• Bachelor’s degree in Hotel Administration, Business Administration, or equivalent

Experience

• 4 years of guest service/hotel experience with one year in a management capacity, or an equivalent combination of education and experience.
• Type and level of experience required may vary slightly based on the size and complexity of the operation.