Duty Manager - Quản lý Trực ca

• Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
  
• Oversee and manages the daily operations of the Front Office and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
• Build strong relations with all guests, noting special attention to the hotel’s VIPs and return guests to ensure long lasting guest loyalty.
• Handling complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.
• Lead the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings.
• Assists the higher management in updating the Standard Operating Procedures in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
• Monitor and control monthly departmental expenses and support the higher management in Rooms Division budget and forecast report.
• Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions. Liaise with Credit Manager on credit check report on a timely basis.
• Provide technical expertise and knowledge of the PMS (e.g. OPERA) system to all colleagues. Supervises, support and coach team members on system functions as required.
• Monitor daily room reservations, ensure that room assignments and room readiness prior to guest arrivals. Promote cross selling of hotel’s offer and upsell of rooms to maximise revenue generation opportunities.
• Oversee personalize check-in and personalize check-out procedures, ensure that all VIPs and special attention guests are greeted promptly by management upon arrival.
• Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
• Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
• Coordinate with Training Manager on standard testing, identify training needs and provide guidance to improve team members’ performance.
• Mentor and guide individual team members’ growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
• Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
• Foster a positive working environment for all team members and check in regularly to ensure team members satisfaction and maintain strong working relationships within the. Give praises and encouragements for good performances.
• Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
• Assist in shift coverage in absence of Night Manager and or team members when necessary.
• Assists in recruitment activities such as interviewing new talents for the departments and succession planning.
• Plan and rosters according to business level to optimize resources. Perform administrative tasks such as medical and annual leave approvals.

• Competitive salary
• Participating social insurance, health insurance and unemployment insurance at the contracted salary
• Enjoy monthly service fee with high rate
• Be rewarded on holidays, New Year, and special occasions of the year
• 13th month salary bonus according to revenue
• Participating in periodic team bonding activities
• Develop career in a dynamic and professional international working environment

• Diploma of college or university preferably in Hotel/Hospitality Management

Work Experience

• Experiences in Front Office operations in luxury hotels/resort
  

Technical Skills

• Strong interpersonal communicator with personable character, good in relation building
• Knowledge of Property Management System (e.g. OPERA)
• Very good command of written and spoken English
• Competent computing skills (e.g. Microsoft Office)
• First Aid and Fire Safety training certification

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