Duty Manager - Guest Service

Primarily responsible to ensure that front office shifts are run efficiently, providing outstanding guest service via courtesy and problem resolutions. Provide leadership to the front line team by supervising professional environmental, assigning duty roster and delivering seamless assistance for all guests.

YOUR DAY-TO-DAY

People

• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
• Train colleagues to make sure they deliver with compliance and to the standards we expect
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team
• Promote teamwork and quality service through daily communication and coordination with other departments
• Recommend or initiate any HR related actions where needed
• Assist the Front Office Manager in all aspects of the duties
• Assist the Front Office Manager to assign rooms and revise according to operational requirement on day-to-day basis
• Effectively schedule employees to business demands and tracks employee time and attendance
• Ensures employees have the proper supplies and uniforms
• Open and close Front Office shifts and ensuring completion of assigned shift checklist and other duties
• Communicate performance expectations employees in accordance with job descriptions for each position
• Monitor Front Oice personnel to ensure guests receive prompt, cordial attention and personal recognition
• Monitor all front of the house area personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure Control the availability of rooms, rooms types, accuracy of room count and rate categories
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Organize and conduct regular meeting for all Guest Services and front of the house staff to facilitate communications and smooth operations
• Provide input for Guest Services Departmental Meetings and deputizes in cases of absence
• Maintain inter-departmental relationships to ensure seamless customer service
• Effectively schedule employees to business demands and tracks employee time and attendance

• Help create the department’s annual budget and the setting of departmental goals
• Monitor budget and control expenses with a focus on food, beverage, and labour costs….
• Supervise same day selling procedures to maximize room revenue and property occupancy
• Maximize occupancy, revenue and average rate while maintaining high service standards
• Drive Room upselling on day-to-day basis with monthly tracking record
• Assist in the preparation of weekly and monthly reporting on hotel occupancies and rates as required by FOM and Director of Finance/Business Support
• Oversee Night Audit accuracy of audit and follow up if necessary
• Oversee rosters on a daily basis, ensuring that budget and business levels are taken into consideration and also paying close attention to any relevant holiday considerations.
• Ensure accuracy, control and safety of all cashiering procedures. Investigate any banking discrepancies -liaise with Accounts.
• Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Assist the Front Office Manager setting and ensuring the Guest Services achieves its financial and performance targets for both revenue and expenditure.
• Be actively involved in ensuring that the Guest Services team understands the Resort’s financial and department objectives.
• Monitoring and identifying areas in which to minimize rebates.
• Drive IHG Rewards and Ambassador Enrolments to meet IHG and Resort monthly and annual targets
• Compile, analyses and control guest relations’ costs
• Compile statistics for Guest Services and provide reports relating to that area
• Continually check the accuracy of room count
• Understands night audit procedures and being able to comprehend and utilize reports as necessary
• Assist in the preparation of efficient work schedule for Guest Services Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

• Maintain a high profile and presence in the Resort Lobby at all times
• Overall responsible for ensuring the respective guest area at the lobby is clean, tidy in orderly manner at all times
• Responsible for all aspects of resort operation affecting guest stay
• Run and review critical information contained in room operations reports
• Interact with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary
• Assist in the review of comment cards and guest satisfaction results with employees
• Monitor Guest Services personnel to ensure all guests, IHG Reward Members and InterContinental Ambassadors consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Problem Resolution to 100% Guest satisfaction
• Liaise with other departments and necessary outside contracts to ensure excellent service delivery
• Oversee maintenance of efficient repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Perform such functions as to include but not be limited to: IHG Rewards/InterContinental Ambassadors and regular guest welcome letters / Solicitation of IHG Rewards club and Ambassador Enrolments
• Attending to special requests by guests
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Oversee requisitions for all front of the house amenities on a timely basis.
• Approve upgrades and special amenities in absence of Front Office Manager
• Overall responsible for ensuring and maintaining the entire range of services offered for front of the house areas includes all Guest Services staff, Butlers, Buggy & Bell Services, Concierge and driver team with the aim to maximum guest satisfaction
• Familiar with system recovery procedures

• Assists in the investigation of employee and guest accidents
• Fully conversant with the Crisis Response Team emergency procedures per the Crisis manual and upon advice from relevant authority that cover emergencies not limited to: Medical emergencies, loss and prevention, all incidents and reporting, fire life and safety, evacuation procedures, power outage and system downtime
• Conducts First Aid and CPR if required to preserve life.
• Takes action with the Property Management Systems (PMS) in emergency situation
• Operate all department equipment as necessary and reporting malfunctions
• Demonstrate a sound awareness of Workplace Health and Safety policies and procedures and ensure the dissemination of information to all team members
• Provide induction and refresher training to all staff, ensuring their ability to discharge allocated Workplace Health & Safety responsibilities including: hazards within the workplaces, safe operating procedures, use and maintenance of PPE and safety equipment and emergency response procedures
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures
• Facilitate the reporting and investigation of injuries and illnesses arising from guest and workplace activities, conduct / assist in investigations to recommend and put in place corrective actions to prevent or minimize the chance of recurrence
• Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards, as outlined within job descriptions and IHG’s leadership brand competency framework.
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
• May assist with other duties as assigned by management

• Competitive salary
• Social Insurance as law
• Bao Viet Health insurance for personal and family
• 24/7 Accident Insurance

• 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 skills
• Good Interpersonal Skills
• Proficient in the use of Microsoft Office and Front Office System
• Problem solving and organizational abilities

4. Language: English

5. Preferred (if required): Other languages beneficial

• Resume in English
• Certificates related to applied position
• Phone: +84 297 397 8888 (EXT: 8241)/ 0919 065 846/ 0919 096 325 (HR Department)