Front Office Supervisor | Giám sát Lễ tân

SUPERVISE PREMIER LOUNGE:

• Efficient Check in and Check out at the Premier Lounge

• Be familiar with the habits of regular and long staying guests and anticipate their requirements

• Attend to guest’s complaints promptly, efficiently and to report to the Guest Relations Manager for service recovery and follow up.

• Order and control stocks in the Premier lounge

• Be responsible for all the changes of set up and report immediately

• Supervise and control Cash Float

• Prepare monthly reports

• Supervise and train the new comers

BUTLER SERVICE:

• Prepare welcome for VVIP guests and getting them settled in their rooms

• Ensure guests’ rooms are clean and tidy up, with amenities

• Anticipate guests’ needs by learning their preferences, allergies, dislikes, etc.

• Have a thorough understanding of all spirits and specialty foods in stock

• Communicate with housekeeping to ensure rooms are cleaned at the most convenient time for guests

• Recommend and arrange agenda for guests

• Constantly Update to all HODs and GM information related

GUEST EXPERIENCE:

• She/he will ensure full compliance of the Brand Assurance Program at the property, the implementation and follow-up of brand essentials (standards) and quality programs, including related training, with the aim of ensuring brand consistency and excellence, while supporting optimal Guest Experience, increased satisfaction and loyalty.

• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)

• Performing root-cause analysis in each touchpoint, problem resolution & prevention plans, following-up on necessary actions and implementation

• Conduct HOD meeting to Share guest insights: negative as well as positive feedbacks (develop recognition of employees), support and follow up on action plans.

• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences

• Conducts Guest Experience Management induction for new hires

• Attend regional/country Guest Experience meetings/trainings as required

- Service charge, Bonus, Insurance, Duty Meal, Uniform

- 13-day annual leave, Birthday leave

- Training opportunities with Accor Academie

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Good writing skill.

• Good leadership skill.

• Proficient in the use of Microsoft Office and Opera.

• Problem solving and organizational abilities.

• Ability to handle sensitive matters with efficiency and discretion.

• The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen.

• Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products, services and programs.

• The ability to create and lead a guest-centric culture at the property.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s Degree in Hospitality or related areas;

• Experience in 4-5-star Hospitality required;

• Experience in Butler position;

• Strong background in hotel operations; (minimum of 1 year in hotel operations)

• Experience in partnering and working closely with different stakeholders at various levels.

COMPETENCIES:

• Perfectly fluent in English and local language.

• Team player, Excellent communicator, Able to influence.

• Analytical, Detail-oriented, Multi-disciplinary, multi-tasked.

• Innovative, creative, Passion for people and for best-in-class service.

Updated CV sent to Thuydung.NGUYEN(a còng)accor.com