Nguyễn Sa Lem

With more than 8 years of experience in the field of tourism and hospitality services, having taken on many different roles from staff to duty manager, striving to become an excellent deputy/department head and contributing to great revenue and success for the hotel.

Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and correcting where needed.

Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.

Conduct Briefing for all staff during the Night Shift.

Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.

Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests, and any other issues that may arise.

Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.

Required to welcome our guests to the hotel in a friendly and helpful manner, and ensure that the public areas are kept clean and tidy.

Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests’ cars, and other responsibilities to ensure all requirements are met during our guest’s stay.

Must actively participate in the decision-making process on guest relocation for nights when over capacity, execute accordingly, and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and Manager on Duty before the shift starts.

Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselings and evaluations, and delivering recognition and reward.

Ensure the accurate completion of the daily night audit in a timely fashion.

Must be able to perform the full night audit if needed.

Oversee preparation of daily summary reports.

Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.

Be aware and able to enforce all fire-life safety procedures.

Remain current in all updates about new procedures and training.

Report any suspicious persons, activities, and hazardous conditions to the Security department and the Front Office Manager.

Managing employee schedules.

Ensuring employees adhere to company policies and deliver exceptional customer service.

Resolving customer complaints and operational issues.

Overseeing daily operations, including guest relations, team coordination, and safety.

Handling emergencies and making quick decisions.

Check accommodations, make sure any special requests are carried out accordingly, greet guests upon arrival, and ensure escort to accommodations if appropriate.

Maintain a professional and high-quality service-oriented environment at all times.

Assist the Front Office Manager/Room Division Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling, and purchasing.

Should show Initiative, Problem Solving, Staff Training, Team Leading.

General Mission:

Repossible for the night shift operations of the hotel

Department Heads and follow up whenever necessary

Main Responsibilities:

Checking guest bookings for arriving for the day, ensure the right room rate (GIH rate check report)

Checking some reports before end of day running (Night Audit)

Checking the nationality & profile all of guests inhouse
Checking the recording of shift handover books, reports of the staffs
Update the list of VIPs and group guests daily to arrange rooms in accordance with the requirements of guests.

Preparing due out guests records for tomorrow, invoices, documents if any

Sending end-of-day reports to HODs and other departments

Proactively solve problems that occur in the hotel

Make the necessary reports according to the hotel's regulations.

Handle incidents arising during the shift

Human Resourse Responsibilities:

Check the appreance/grooming and uniform of the staff

Manage/Supervise the area during the shift, ensuring the staff in the department work according to the required standards.

Supporting Front Office Manager for making social media reports, such as Trust You, Tripadvisor page,...and send a report to GM's secretary

Regularly inspect stationery equipment and tool tools at the counter as well as in the back office

Resolving customer requests and complaints

Regularly check the operation of the areas in the hotel, ensuring good operation

Participate professional training courses for hotel staff according to the assigned schedule.

Handover meetings with other shift managers about special issues that occur during the shift.

Make unscheduled reports as assigned by Front Office Manager

Main responsibilities:

Preparing records for guests to check in and check out

Conducting check-in and check-out procedures

Provicing and supporting all information for guests

Sloving any complaints for guests and make them satisfaction

Taking care of guests during their stay

Update customer information records and reports

Supporting selling hotel products and services for guests

Get the staying customer information and report the results for manager
Recognition and Gains:
To help the hotel increase its ranking on social networking sites on Tripadvisor and Trust You pages.

Increasing revenue from selling promotion programs, such as: woman day, Tet holiday, food and beverage,...

Assignment room and preparing folio for all guests
Conducting check-in and check-out procedures for guests
Supporting the any request and sloving problem's customer
Checking villas according to the list available
Reporting the defect of each villa to promptly fix and repair

Checking all of VIP's rooms, ensuring compliance with the resort's procedures and standards

Courtersy call for Guest in house

Taking note of Guest complaints to promptly report to leaders for handling

Preparing guest check-in and check-out records
Checking in & check out guests

Supporting all the informations if Guest requires

Updating Guest's profile & declaration of temporary residence

Consulting and selling hotel products and service

Making periodic reports to leaders

Making of some administrative and other paperwork