Capella

• Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
• Communicates expectations, recognises performance, and produces consistent desired business results.
• Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model and expertise in all restaurant related matters.
• Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
• Oversees and manages the daily operations of the department and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel. Ensures the quality, standards and meets the expectations of the guests on a daily basis.
• Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from host/ess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return).
• Supervises the completion of opening and closing duties including setting up necessary supplies, control stock, Par Level respected and make sure cleaning of the restaurant is done.
• 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.
• Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
• 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.
• Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
• Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
• 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.
• Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support
• Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
• Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
• Mentor and guide individual team members' growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
• Participate in recruitment activities such as interviewing new talents for the departments and succession planning.
• Take ownership of individual's growth and be involved in career progression and succession planning of team members.
• Proactively identify training needs of team members to ensure enhancement and performance improvement.
• Liaise with Training Manager to identify and develop training needs and programs to improve colleague's performance.
• Protect the privacy and security of guests and coworkers.
• Plan and schedule roster according to business level to optimize resources.
• Be able to perform all tasks within the department and assist in shift coverage when necessary.
• Assists servers and hosts on the floor during meal periods and high demand times.
• Oversees the financial aspects of the department including purchasing and payment of invoices.
• Ensures compliance with all food & beverage policies, food handling and sanitisation standards and procedures by training, supervising, follow-up and hands on management.
• Monitors alcohol beverage service in compliance with local laws. Ensures staff understands local, state and Federal liquor laws.

• Work in a professional luxury hotel environment, at the only city hotel and one of just two hotels in Vietnam awarded the Forbes Travel Guide 5-Star Rating 2025 – the most prestigious authority in the international hospitality and tourism industry.
• Proudly recognised four consecutive years in the Top 5 Best Workplaces in Vietnam – Great Place to Work 2025.
• Attractive long-service bonus scheme for employees with a minimum of three years’ tenure, separate from the 13th-month salary.
• Career development opportunities with a hotel group ranked Best in the World, as voted by the prestigious Travel + Leisure magazine.
• Enjoy an attractive service charge, consistently ranked Top 5 in Hanoi.
• Competitive and attractive compensation and benefits, including 100% salary during the probation period.
• Comprehensive protection policies under Suncare Insurance, along with continuous talent development programmes by Sun Hospitality Group – ranked Top 3 Best Companies to Work for in Vietnam in the Tourism, Culinary, and Hospitality sector.
• And many other competitive benefits and privileges.

• College degree/diploma in relevant fields is preferred

Work Experience

• Minimum 2-3 years of experience in similar capacity

Technical Skills

• Competent computing skills
• Clear and polished English communication skills, both written and spoken.
• Prior experience in a leadership or department head role is strongly preferred, with a demonstrated ability to manage and develop a team.

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