Duty Manager (Novotel Living Saigon South)

• Ensure professionalism and accuracy with information and billing during guests’ arrival and departure.

• Achieve an accurate and logical work sequence.

• Follow procedures for cash and security at Front Desk.

• Ensure reservations have correct tariffs and up-selling techniques.

• Ensure messages are accurate and passed on promptly.

• Provide business corner services as required, with correct charges posted to guests.

• Positively respond to all queries (both internal and external), redirect to departments as required.

• Maintain a positive selling approach to optimize yield in both occupancy and rates.

• Contribute to cost control through energy conservation, correct storage of all materials, and use of equipment per operating standards and manufacturers’ specifications.

CUSTOMER SERVICE

• Ensure that the Department establishes and maintains an ongoing quality service improvement programs.

• Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests.

• Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service.

• Answer all correspondence and enquiries received during the working of receipt; maintain good public relations with customers.

• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

• Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible, encourage staff to use initiative.

• Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback.

HUMAN RESPONSIBILITIES

• Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.

• Create a team that works together with trust and takes responsibility to meet the goals of the department / hotel.

• Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.

• Implement Accor policy on EEO and Harassment in the Workplace according to guidelines insuring employees are provided with a workplace free of discrimination, harassment and victimization.

• Develop and implement with Manager, strategies to minimize staff turnover.

• Appraise staff performance utilizing the Accor performance review system, ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required.

• Ensure staff presentation is consistent with uniforms correctly presented; name badges worn.

• Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the hotel.

• Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.

• Ensure all new staff are inducted into the team, department and hotel in the first week of their employment following guidelines.

TECHNICAL AND RESPONSIBILITIES

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.

• Complete all duties, and ensure a concise hand-over.

• Follow guidelines outlined in the Accor Brand Standards Manual, Departmental Service Standards & Procedures Manual, and Accor Policy Manuals.

• Discount for Accor's heartist in all Accor's hotel in the world.

• Develop yourself through studying program of Academy Accor.

• Basic salary + Service charge + Allowance

• Meal allowance

• Active and creative environment

• Annual leave 12 days/year

• Health insurance: Bảo Việt + PTI

• Social insurance 100% salary

• Bonus: 13++; Birthday, Holidays, Wedding, etc.

• Qualifications: Degree in Business Administration/Sales & Marketing/Hospitality.
• Experience: At least 2 years of relevant experience.

• Knowledge in the Hospitality Industry.
• Excellent spoken and written English.
• Well versed in use of computers such as PowerPoint and Excel.
• Confident, Good organizational & people development sales, Outgoing personality

Zalo: 0355131246 (Giang)