Wink Hotels

Under the general guidance and supervision of the Director of Wink Experience and Area Operations Manager, and with the limits established Wink management office, hotel SOPs, policies and procedures, Wink guide is responsible for ensuring service delivery is at its best and standards of the Wink space operations are met in accordance to the company's established Wink Hotels standards.
Wink guide reports directly to Wink Experience Manager and needs to proactively provide cross - functional duty and support to F&B team when necessary.Personality & Ethos
• 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
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 with the FOH and BOH team members
• 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
• Identifying and recognizing outstanding individual and team performance on a continuous basis through non-traditional and genuinely encouraging reward and recognition programs
• Assisting Wink Experience Managers and Wink M Headquarters in meeting and exceeding company goals
• 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 F&B team 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
The Wink space Operations and Brand Compliance
• Properly executing on arrivals and arrangements upon departure in an efficient, friendly and effective manner
• Implementing and following up with room key control system, carried out and accurately recorded in collaboration with Engineering and Housekeeping Department
• Implementing and following up with all cash-handling and credit payment procedures, according to internal software and hardware systems and local law when relevant
• Being knowledgeable of rates and proactively promote room sales to potential walk-in guests
• Being knowledgeable about the hotel (facilities, amenities, app, machines, etc.) 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
• Accurately facilitating the input of all reservations including guest information and their preferences and boking history
• Properly allocating the guest rooms in accordance with guest requirements and business needs
• Following up and keeping track all outstanding payments and liaising with Sales & Marketing and Finance & Accounting departments with integrity
• Strictly following up with all check-in/out procedures are implemented in accordance with established standards for maximum efficiency
• Ensuring the payment and booking policies and procedures of foreign currency exchange, credit card use, credit shells, and no-shows are adhered to
• Communicating with guests to check engagement and further needs
• Following implementation of standard operating procedure and all policies & procedures related to the department
• Ensuring that all guest requests and complaints are handled appropriately while adhering to the hotel's general guidelines for service recovery
• Communicating positively to the team and following up effectively on guest feedback
• Assisting guests for service request inside and outside of the hotel including reservations at outside facilities such as F&B, co-working space
• Coordinating with housekeeping concerning room status and others
• Checking guest history, arrival list and ensures all routing and special instructions are properly implemented and memorized by team members
• Greeting and addressing guests by names
• Handling the following situations in accordance with Wink Hotels policy, such as: early arrivals, late check outs, rebate and paid outs, city ledger
• Collecting and inputting accurate guest information into the system for marketing purposes
• Exchanging money for guests in accordance to the hotels foreign exchange policy and procedure
• Posting charges and relevant data in the system immediately and accurately
• Operating the switchboard in accordance with the hotel standards
• Knowing how to operate the hotels paging system (if applicable)
• Understanding roles and actions to take in case of emergency
• Being responsive, warm, proactive, friendly and provide personalized approach on every means of communications channels with the guests, such as: phone, devices, tablets, chat messages like whastapp, zalo, viber, etc.
Collaboration with F&B team
• Assisting Area Operations Manager to operate F&B function to maintain the highest possible seat covers and average check through suggestive selling and periodic F&B promotion if applicable
• Being responsible for assigned F&B sections including providing dining area set up, preparing the mise en place, checking the food and drink quality before serving to the guests
• Taking orders and delivering of food/beverages to the guests are properly executed in an efficient, friendly and effective manner
• Clearing and re setting the dining areas to ensure the place is well organized and clean at all time
• Assisting the Area Operations Manager to maintain safe, secure, and healthy environment by establishing, following, and enforcing sanitation standards and procedures as well as food safety
• Regularly organizing team briefing to share related information regarding to bookings, events, special requests, unavailable items, and other matters
Other Responsibilities
• Understanding and continually updating relevant policies, procedures and service delivery standards of this position
• Understanding and continually updating Human Resource 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 Wink Experience Manager- 12 Annual leave days per year
- Active, balance and professional working environment
- Productivity focus not time attendance
- Fun and playful internal activities
- Allowances
- Meal per day
- Uniform
- Full social insurance on basic salary