PURPOSE OF POSITION

Under the general direction of the Rooms Division Manager, and within the limits of established Lotte hotels & Resorts policies and procedures and local hotel policies and procedure, assists in the forward planning of the department which includes Reception, and Doorman operations.

MAIN ROLES

Human Resource Management

• Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
• Assists in planning for future staffing needs
• Assists in recruiting in line with company guidelines
• Prepares and executes detailed induction program for new staff
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
• Ensures training needs analysis of Reception, Doorman staff is carried out and training programs are designed and implemented to meet needs
• Provides input for probation and formal performance appraisal discussions in line with company guidelines and assists Manager in the conduct of same
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
• Regularly communicates with staff and maintains good relations
• Training
• Attend all training sessions as a trainee according to the company's training policies.
• Attend all preventative training sessions in preparation for various safety accidents, theft and missing items.
• Be responsible for direct work and service training for new employees.

Customer Service

• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition
• Maintain inter-departmental relationships to ensure seamless customer service
• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
• Schedule and regularly conducts routine inspections of areas under his/her control
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Know system recovery procedures
• Interpret computer reports
• Compile statistics for front office and provide reports relating to that area
• Continually check the accuracy of room count
• Approve upgrades and special amenities
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
• Maintain all procedures and adheres to them within the Lotte guidelines; in particular, with emphasis on hotel credit policy.
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc
• Prepares efficient work schedule for Front Office 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
• Works with Human Resources on manpower planning and management needs
• Works with Director of Finance in the preparation and management of the Department’s budget.

SUPPORTIVE ROLES

• Maintain a close, cooperative relationship with other departments to guarantee effective communication
• Supervise employee’s compliance with sanitation, cleanliness, fire prevention, health and safety standards.
• Supervise and maintain the availability, cleanness and tidiness of items used in the department

• 2 months of probation with full salary and service charge
• Top-ranking service charge
• Attractive remuneration package, 13th month salary and yearly salary increment program
• Housing allowance
• Healthcare insurance
• 5 working days and 2 days off per week
• Duty meals provided
• Motorbike parking fee covered by the hotel
• “Family member” (Lotte employee) activities and gifts
• Annual healthcare benefits and 24/7 workmen insurance
• F&B and hotel room discount up to 80%
• Opportunities for cross-training, cross-exposure, and task force participation with other Lotte Hotels in Hanoi and in Vietnam
• Luxury international 5-star hotel training programs

• High school, diploma in Hotel Management or equivalent education required. Bachelor’s Degree preferred.
  
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Experience: at least 5 years of experience in front desk work and guest room management in senior positions
• Deep knowledge of Front office/ Room management system (Opera system)
• Computer proficiency
• Flexibility in working hours; ability to work under pressure

• Exhibit and encourage high performance standards for themselves and others
• Able to develop and maintain excellent credibility with coworkers and subordinates by demonstrating complete consistency between words and actions, in all aspects of behavior.
• Effectively identify & anticipate guest needs & Handle challenging situations with guests diplomatically.
• Exceeding guest expectations regarding both in quality and service.
• Positively influence coworkers to accept & execute changes immediately and effectively.
• Regularly keep manager up-to-date on relevant activities
• Maintain a high level of output and quality.
• Take action to ensure overall success of department.
• Maintain an organized system to ensure that processes are getting completed on time