Head of Operations and Customer Care

• Manage the Operations' department employees, including: Housekeeping team, Operations & Customer service representatives, interns, etc., consisting of related responsibilities such as: recruiting new Operations staff, arranging working hours, supervising and distributing responsibilities for the team, monitoring & assessing the team's work performance and quality, etc.
• Ensure of safety and security for guests as well as assets within the buildings, including: coordinating closely with the outsource security staff provider and monitor the work performance of the security guards on duty at the buildings, managing the systems/softwares used for building security purposes, such as: fingerprint system, magnetic card system, camera system, etc.
• Manage and ensure that responsibilities and tasks related to operations, maintaining the facilities of the buildings, cleaning done and provided by internal staff, and outsourced suppliers are carried out in full and effectively, including sections such as: water & electricity maintenance, AC, swimming pool, deep cleaning, etc.
• Coordinate with the landlords and/or external suppliers to repair damages/facilities of the buildings timely and effectively, including sections such as: waterproofing, infrastructures of the buildings, etc.
• Plan, supervise and coordinate with related parties to maintain or upgrade rooms and public areas to ensure service quality.
• Ensure the Operations department's cash allowance is spent and recorded effectively and according to procedures.
• Coordinate with the Office Manager to ensure tools/items for operational purposes are purchased, maintained and used effectively.
• Supervise and ensure data and information related to the Operations department are updated on relevant systems and to relevant departments timely and in full.

Customer Care:

• Supervise, monitor and ensure that tasks in the check-in, room transfer and check-out processes are carried out fully and effectively.
• Handle or ensure that all complaints, requests, online reviews from guests are properly taken care of and resolved.
• Monitor the paperwork process related to customers to ensure the necessary paperworks are carried out and completed in a timely manner.
• Supervise and ensure that the room management system as well as files/folders related to the Customer care department are updated and used effectively.
• Manage, plan and make sure necessary contents are drafted and sent to guests in a timely manner.
• Coordinate with the Sales & Marketing department to ensure the information exchange process, room closure/opening on OTAs as well as room availability management are carried out effectively.
• Plan and organize decorations, events, gift giving, etc. for residents/customers on major holidays of the year.

Other tasks related to operations & customer service are assigned from the CEO

• Interview process:

Round 1: 60-minute written test

Round 2: Interview with CEO

Working hours: 9:00 - 18:00, 6 days/ week

Salary: 14,000,000 - 17,500,000 VND gross/ month. Salary review with a potential raise every 6 months.

Team performance bonus: 300,000 VND - 900,000 VND/ month.

Good review bonus (OTAs, social medias): 100,000 VND review mentioning name or department. Unlimited.

Bonus for public holidays

A fair compensation scheme for working overtime or working on public holidays

Social insurance, health insurance, unemployment insurance

15 days annual leave

02 team building meals per month

Annual outing trip

13th month salary

• A university graduate of any business-related majors with at least 1 year of working experience in Customer Service; experience in Hospitality or Real Estate is a plus but not a must.
• Able and willing to work both independently and as a team.
• Comfortable in learning and using necessary softwares and online productivity tools on a daily basis - Channel manager, OTA, Mailchimp, Google Workspace, Asana, Slack, etc.
• Can-do attitude with an attention to details.
• Fluent English communication (listening, speaking, reading and writing)
• Organized and capable of multitasking
• Honesty, agility, able to work under pressure

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