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

• Learning and understanding all goals and results of the HSKP, Public Area, Uniform and Linen functions

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

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

• Encouraging 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 Job Functions

• Follow strictly the 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

• Being knowledgeable about the hotel, especially the facilities and services 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

• Reading the logbook daily and taking action accordingly

• Ensuring to always be informed any daily groups

• Being knowledgeable and strictly following all established cleaning procedures for polishing, vacuuming, scrubbing, mopping, dusting, etc. with maximum productivity and cost effectiveness

• Handling guest complaints in accordance with service recovery guidelines

• Carefully reviewing the room work assignment sheet and executing on the making up the rooms according to the SOPs

• Being knowledgeable about how to operate available housekeeping machinery’s and chemicals according to established standards

• Strictly following all procedures for Lost and Found, DND (Do Not Disturb) Double Lock, Loss & Breakage, Temperature control

• Being familiar with and adhere to all housekeeping procedures for the issuing and return floor master keys

• Handing over all unfinished work to the following shift during shift briefing

• Providing advices and make recommendations to the guests of corresponding charges for additional amenities and extra services

• Being knowledgeable about and strictly following established procedures for the cleaning and set-up of guest rooms

• Replenishing guest supplies and ensuring all linen in guest rooms is clean and well-pressed

• Working closely with Engineering department to implement an effective preventative maintenance system on regular basis and reporting to the Housekeeping Coach repair and maintenance needs

• Implementing turndown service in accordance with established standards

• Ensuring a high standard of cleanliness of corridors and service areas

Collaboration with other functions

• Assistant Public Area team to so cleaning all designated public areas and kitchen areas in accordance with established procedures

• Performing additional laundry and linen services when necessary

• Performing uniform adjustments based on requirements and sewing duties

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

• Above 1 years’ experience in hotel housekeeping operations in dynamic hotels

• High school graduate, professional housekeeping training certificate a plus

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

• Be knowledgeable of bed making, cleaning materials and operating equipment

• 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

• 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

• Be familiar with Microsoft Office applications, Hotel operations systems and POS