Night Duty Manager/ Quản lý trực ca đêm Lễ tân

1. Guest Service Excellence:

• Ensure the highest level of guest service throughout the night by addressing guest inquiries, concerns, and requests promptly and professionally.
• Handle guest complaints, resolve issues effectively, and ensure guests have a positive experience during their stay.
• Assist with late check-ins, early check-outs, and special requests.
• Ensure that VIP guests or special bookings are well taken care of and receive personalized attention.

2. Team Supervision & Support:

• Supervise the front office team during the night shift, including receptionists, bell staff, and other guest service employees.
• Provide guidance, motivation, and support to staff, ensuring they are following standard operating procedures.
• Monitor staff performance and address any issues or concerns promptly.
• Ensure that all staff are properly trained to handle nighttime operations and guest service needs.

3. Operational Management:

• Oversee check-ins and check-outs during the night shift, ensuring accurate and efficient processing of reservations and guest requests.
• Manage room assignments, ensuring proper room allocation and resolving any discrepancies.
• Monitor the room status and availability, addressing overbooking situations as needed.
• Ensure accurate billing and payment processing for guests checking out or staying overnight.

4. Health, Safety, and Security:

• Ensure the safety and security of guests, staff, and property during the night shift.
• Monitor security systems, conduct security rounds, and address any security or safety issues promptly.
• Ensure compliance with resort policies and emergency procedures in case of fire, medical emergencies, or other urgent situations.
• Oversee the proper handling of guest valuables, lost and found, and key control.

5. Administrative Duties:

• Review and maintain nightly reports, such as guest feedback, guest complaints, and incident reports.
• Document guest interactions, requests, and complaints to ensure continuity of service.
• Complete any necessary administrative tasks, such as ensuring the proper night audit procedures are followed and submitting necessary reports for the following day.
• Assist with the coordination of room cleaning schedules for the night shift.

6. Collaboration & Communication:

• Coordinate with other departments, such as Housekeeping, F&B, and Maintenance, to address guest needs and resolve any issues during the night.
• Communicate any important information regarding guest requests, issues, or special needs to the day shift team.
• Report any unusual occurrences or situations to the Front Office Manager or Resort Manager.

7. Night Audit (if applicable):

• Perform night audit tasks, such as verifying room charges, processing transactions, and reconciling the day’s activities.
• Ensure that all financial records are accurate, and assist with any discrepancies before the start of the day shift.
• Complete necessary accounting reports and submit them to the management team.

• Professional working enviroment with international brand.
• A highly competitive remuneration package.
• Free staff accommodation with 3 meals/ day.
• 100% salary & service charge in probation.
• Annual Leave: 12 days/ year
• Reimburse flight ticket (or bus ticket).
• Activity: Birthday Party, Year End Party.
• And other benefits

2. Experience: Minimum of 2-3 years of experience in front office or guest services within the hospitality industry, with at least 1 year in a supervisory or managerial role.

3. Skills:

• Strong communication and interpersonal skills.
• Good communication in English, other language is a plus.
• Ability to handle stressful situations and resolve conflicts effectively.
• Proficiency in using hotel management software and MS Office.
• Knowledge of guest services and front desk operations.
• Strong leadership and organizational skills.
• Flexibility to work in shifts, weekends, and holidays.