Wink Hotels

Responsibilities

Guest Engagement

• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests’ expressed and non-expressed preferences

• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork

• Taking initiative and proactive approaches when handling guest preferences, requests and concerns

• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests

• Ensuring that functions achieve or exceed guests’ expectations

• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company

• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns

Team Engagement

• Communicating all goals and results with the HSKP, Public Area, Uniform and Linen team members

• Promoting teamwork and morale among all departments and members at all levels and functions

• Leading by example while demonstrating self-confidence, energy, enthusiasm and humility

• Identifying and recognizing outstanding individual and team performance on a continuous basis through non-traditional and genuinely encouraging reward and recognition programs

• Ensuring that the team actively and willingly participates in job-related activities including daily briefings, weekly meetings, on-going and regular hard skill and soft skill training workshops, cross-training programs, and other engagements as required

• Encouraging that the team participates in industry and guest-related activities including networking events, self-sought education programs, acting as guide outside of the hotel function, and other innovative engagements

• Proactively collaborate with other BOH teams for full support and taking action as required

Financial

• Ensuring compliance with all corporate accounting procedures

• Maximizing team’s productivity through arranging the roster based on hotel business demands

• Working closely with line manager to understand revenue and performance results

• Provide insightful and relevant cost-saving suggestions on a regular basis

Essential HSKP Functions

• Ensuring implementation of standard operating procedure and all policies and procedures related to the department

• Ensuring all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery

• Reviewing weekly forecasts and schedules team members accordingly promoting teamwork and a competitive spirit

• Being knowledgeable about the hotel and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest

• Assisting hands on in the operation during peak periods as required

• Ensuring a strict room key control system is implemented

• Planning and implementing replacement of FF&E and OSE in accordance with needs and available budget

• Working closely with Engineering department to implement an effective preventative maintenance system on regular basis

• Controlling consumption and maintains a cost-effective inventory of guest supplies, chemicals and amenities

• Ensuring team members perform in accordance with health and safety regulations

• Planning and implementing regular general cleaning programs

• Implementing an effective energy conservation program in coordination with Engineering department

• Coordinating daily room, kitchen areas, public areas cleaning priorities

• Conducting daily room checks as well as linen room spot checks and public area inspections

• Planning and setting up proper procedures on all linen issued and control monthly linen inventories

• Communicating positively to the team and following up effectively on guest feedback

Other Responsibilities

• Understanding, continuing update and compliance of the relevant policies, procedures and service delivery standards of this position

• Understanding, continuing update and compliance of human resources policies, procedures and code of discipline; while promoting management, team and cross department support, leadership, professionalism and good relations

• Performing other related duties and functions assigned by the Assistant MIS Manager

•Full contribution of SI, HI, UI on basic salary

•Active, balance & professional working environment

•Fun & playfull internal activities

•Service charge

•12 AL days

•Meal allowance

• Clear, confident in all means of communications

• Self-motivated, proactive, and takes initiative

• Demonstrates self-esteem, self-management, integrity and honesty

• Passionate about customer service and serving others

• Hospitable and empathic listener

• Multi-tasker; manages time and prioritizes effectively

• Thoughtful, observant, creative in delivering guest satisfaction

• Process-oriented, detail-minded, organized

• Accountable, responsible, reliable

• Able to stay calm and positive under pressure

• Thrives in fast-paced, changing environment and shows agility

• Analytically minded, decisive, creative and thoughtful problem-solving

• Resilient to adversity, adaptable to change

• Embraces Vietnamese identity and builds loyalty for the future

• Embraces diverse cultures and being a team player

• Embraces and drives “Wink” personalization, brand and culture

• Over 03 years’ experience in service industry related work, hospitality sector and/or operations as a HSKP Supervisor or Team Leader is ideal

• Over 02 year’s experience in a dynamic hotel, preferably with pre-opening experience is ideal

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration or related field is suggested but not required

• Fair written and verbal communication skills (verbal, written and comprehension) in both Vietnamese and English

• Ability to easily connect and provide a warm (first) contact for our guests, continuously making it personal at every interaction

• Ability to provide on the job training, peer mentorship, team development and coaching

• Ability to think critically, offer solutions, anticipate problems and provide action plan formulation; provide high level of attention to detail

• Ability to work across all hotel sectors and departments at a basic level to best understanding role in BOH management and departmental collaboration

• Team and knowledge management, system diversities, organizational and team interrelationships at multiple levels

• Computer literacy, knowledge of Microsoft Office applications, Hotel operations systems and POS