[HN] Front Office Leader

RESPONSIBILITIES

• Guest Experience
• Check-in and check-out procedures: Greet guests, verify identification and credit card information, issue room keys, and provide information about the hotel and its amenities.
• Guest assistance and problem resolution: Resolve customer inquiries and complaints in a timely and efficient manner, using a professional and courteous manner.
• Guest information and promotion: Provide guests with information about hotel services and amenities, as well as current promotions and events.
• Front Desk Management
• Front desk area maintenance: Ensure that the front desk area, work areas, and equipment are clean and well-maintained.
• Guest requests and inquiries: Respond to guest requests and inquiries in a timely and efficient manner, using a professional and courteous manner.
• Check-in and check-out records: Maintain accurate records of guest check-ins and check-outs, and report any discrepancies to management.
• Guest complaints and concerns: Report any guest complaints or concerns to management immediately.
• Human Resources Management
• Staff scheduling: Schedule and assign staff to ensure efficient operation of the front desk.
• Staff training: Train new and existing staff on front desk procedures and policies.
• Creating a positive work environment: Promote a positive and supportive work environment where employee feedback is valued.
• Financial Management
• End-of-shift reports: Review end-of-shift reports to ensure that all transactions are accurate and in compliance with hotel policies.
• Cash and credit card handling: Ensure that all cash and credit card transactions are handled in accordance with hotel policies.
• Quality Assurance
• Lead team in achieving review KPIs: Work with the team to develop and implement strategies to improve guest satisfaction and reviews.
• Ensure that all Guests are checked in & out according to the Framework given.

• 2 years of experience as a Guest Service Agent is required
• Effective communication in both Vietnamese & English, 3rd language is a plus.
• Team management, planning, and reporting skills
• Experienced in leading and managing teams of 8-10 people
• Good communication and guest handling skills
• Hardworking, honest, careful, enthusiastic, and a good team supporter
• Good negotiation and persuasion skills; adept at handling complaints
• Proficient in computer skills

• 13th-month salary
• Annual leave: 12 days
• Competitive salary and bonus packages based on work results
• Opportunity to build a capable and inspired workforce for new hospitality
• Participating in social insurance, health insurance, and unemployment insurance according to state regulations
• Evaluation based purely on capacity and rapid growth opportunities