IGAP

OBJECTIVE:

• Shop Attendant is directly responsible for the day to day operations of La Boutique du Metropole. On a broader scale the Shop Attendant is to ensure that all guests are greeted, attended to and assisted with a level of service that is professional, efficient yet friendly and second to none. The Shop Attendant is also to ensure that all guests are made to feel comfortable and welcome in a genuine warm way at all times.

MAIN DUTIES:

Administration

• To ensure that all guests are provided with concise information concerning the services and facilities provided by Hotel Metropole Hanoi.

Financial and Revenue Responsibilities

• Through effective and creative promotion of the Hotel’s facilities and services, ensure that the opportunities for revenue, increased departmental profits and facility usage are maximized.

Technical Responsibility

• Responsible for the ongoing communication of pertinent information using the logbook provided to other shifts.

• Responsible for ensuring that clear and constant communication lines are kept with all staff, other areas and Departments.

• To ensure that you are completely aware of the complete range of services and facilities that Sofitel Metropole will provide to its guests and visitors.

• To ensure you have a complete and thorough knowledge of the outlets of Hotel Metropole Hanoi, their operating hours and the scope of services they provide.

• To actively promote the services, facilities and standards of Hotel Metropole Hanoi at every opportunity, and uphold its image at all times.

• La Boutique Attendant is responsible and accountable for all operations for La boutique. All duties and tasks performed are to be procedurally correct, timely and consistently high quality. La Boutique Attendant must also ensure through personal presentation, effective and efficient work practices and guest service standards, that the guest’s first and last impressions of Sofitel Metropole are lasting ones of genuine warmth and friendliness and of high standards

Training and Human Resources Management

• To understand, be supportive, helpful and encourage all colleagues.

Guest Service Responsibilities

• To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.

• To ensure that you are fully aware of all arrivals and departures to the Hotel on a daily basis, paying particular attention to VIP's and return guests and that you are aware of any special requests for arrivals and that these have been actioned accordingly.

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

NOTE

This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly.

Talent development through learning programs by Academy Accor.

Opportunity to grow within the property, the company and across the world!

Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.

• Excellent communication and interpersonal skills