Wink Hotels

Under the general guidance and supervision of the General Manager, and with the limits established Wink management office, hotel SOPs, policies and procedures, Wink Experience Manager is responsible for overseeing and directing all aspects of the Front Office and Food & Beverage department, that includes manager, coach, front desk, guest recognition, locality guru, cook, waiter and Wink hotel operations.

This position reports to the Director of Wink Experience and will work closely with other Department Heads.

- Active, balance and professional working environment

- Productivity focus not time attendance

- Fun and playful internal activities

- Phone Allowance

- Meal per day

- Uniform

- Full social insurance on basic salary

Personality & Ethos

• Clear, confident in all means of communications

• Passionate about customer service orientation

• Process-oriented, detail-minded, organized

• Self-motivated, proactive, and takes initiative

• Accountable, responsible, reliable

• Able to stay calm and positive under pressure

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

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

• Multi-tasker; manages time and prioritizes effectively

• Thrives in fast-paced, changing environment

• Navigates short-term and long-term planning simultaneously

• Resilient to adversity, adaptable to change

• Able to cascade and explain information in a precise and easy-to-understand way to lower team members

• Embraces diverse cultures and being a team player

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

Responsibilities

• Welcoming each guest and visitor - whether in-person or online - in personal, friendly, professional manner. Making sure each guest is taken care of by one of your Guides/colleagues or yourself directly

• Creating memorable, personalized, unique guest experiences for each hotel guest and visitor, using available resources, planning strategic and spur-of-the-moment experiences, and demonstrating to team exemplary behavior of a Wink Super Guide

• Using Wink Experience Blueprint to create tangible and clear acts of service, to be implemented by Wink Guides, fellow colleagues and yourself. Using brand standards to develop key touchpoints

• Acting as personal liaison for all guests for special requests and arrangements

• Creates personalized, engaging, playful experience for individual guests + small daily touchpoints for all guests.

• Creates budgeted, planned, creative planning for specific guest experience

• Naturally proactive and takes initiative in engaging with guests, observing explicit and implicit needs, and take care of them on an individual, daily basis

• Being responsible for the operations of the Front Office and Food & Beverage section at Wink space including staff training and shift scheduling. Coordination with fellow managers in respective departments

• Developing new ideas for creative and cost-effective guest amenities. Follows budget and submits purchasing requests for new and replacement items as needed and approved by AOM

• Fulfilling daily guests’ requirements and arranging meetings, greetings, meals, events, etc. together with Director of Wink Experience/Area Operations Manager

• Coordinating all special guest requests with housekeeping, front desk, reservations, sales and other departmental senior leaders

• Monitoring room blockage and ensuring that guests’ requests and preferences are met upon check-in and check-out

• Having an extensive and intimate knowledge of Vietnam and hotel’s local areas and neighborhoods. This includes modes of transportation, restaurants, bars, clubs, retail, sightseeing, arts and cultural activities, cultural pragmatics and practices. All recommendations must appear to be personal and insightful

• Above 05 years’ experience in hotel operations, at least 02 years as Assistant Front Office Manager/Executive Lounge Manager/Guest Relations Manager in dynamic hotels, preferably with pre-opening experience

• Bachelor’s degree in Hospitality Management or related fields

• Excellent written and verbal communication skills (verbal, written and comprehension) in both Vietnamese and English, other languages a plus

• Strong leadership and 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

• 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

• Managerial, numeracy, reporting, decision-making, problem solving