Nova Service ★ 3.0

I. Front Office Operations

Task 1:

• Review room rates on the system to ensure all information is accurately updated according to promotions, peak seasons, and other pricing policies.
• Develop preparation plans for receiving VIP guests and ensure all arrangements are executed flawlessly.

Task 2:

• Support staff in welcoming, serving, and bidding farewell to VIP guests, ensuring the highest level of service.
• Assist Front Desk staff with group arrivals, loyal guests, and long-stay guests, ensuring consistent guest satisfaction.
• Support team members in handling difficult guest requests or complaints beyond their authority.
• Coordinate with other departments to effectively fulfill guest requests and resolve complaints promptly, ensuring maximum guest satisfaction.

Task 3:

• Develop recruitment plans and coordinate with the HR department to ensure the Front Office team is always adequately staffed.
• Directly participate in the interview and selection process for new team members.
• Plan and conduct training programs to enhance staff skills and professional competencies.

Task 4:

• Support the implementation of hotel marketing activities when required.
• Attend daily briefings with the General Manager and participate in regular financial analysis and operational meetings.

II. Customer Service

Task 1:

• Supervise, monitor, and evaluate the performance of all staff within the department.
• Assist staff in welcoming, serving, and bidding farewell to VIP guests, ensuring service excellence.
• Support the Front Desk team in handling group arrivals, loyal guests, and long-stay guests.
• Develop and update VIP guest service procedures to maintain consistent high standards.

Task 2:

• Assist staff in resolving complex guest requests and complaints that exceed their authority.
• Work closely with relevant departments to promptly address guest needs and complaints.
• Compile and analyze guest feedback and complaint reports to identify service improvement opportunities.
• Ensure timely responses to guest comments and complaints on online platforms.
• Manage the cashier and ticket-checking team to ensure accurate and efficient operations.

Task 3:

• Develop manpower planning for the Customer Service team and work with HR to ensure adequate staffing.
• Participate directly in interviewing and recruiting suitable candidates.
• Plan and organize training programs to improve staff professionalism and service skills.

Task 4:

• Support the hotel’s marketing initiatives when required.
• Participate in daily briefings with the General Manager and join regular financial and operational reviews.

• Attractive and competitive salary package, including high service charge and tips.
• Daily meals provided; staff using the staff house are offered three meals per day.
• Dormitory accommodation support for employees staying in the staff house.
• Comprehensive training programs to develop professional skills in a well-structured and high-standard working environment.
• Clear and rapid career advancement opportunities for high-performing and ambitious employees.
• Exclusive employee benefits, including 20%–30% discounts on dining, accommodation, and other services within the hotel's group.

1. Industry Experience

• Minimum 3–5 years of experience in Front Office operations within 4–5 star hotels or equivalent hospitality environments.
• At least 2 years in a supervisory or assistant manager role in Front Office, Guest Relations, or Customer Service.

2. Leadership & Management Experience

• Proven experience in managing and supervising teams, including scheduling, performance evaluation, coaching, and conflict resolution.
• Demonstrated ability to lead cross-departmental coordination to resolve guest issues efficiently.
• Experience in recruiting, training, and developing staff across multiple Front Office functions (Reception, Guest Services, Concierge, Cashiering…).

3. Guest Service Experience

• Strong background in handling VIP, VVIP, long-stay, and loyal guests.
• Extensive experience in dealing with difficult guest situations and resolving escalated complaints professionally.
• Experience working with international guests and understanding various cultural expectations.

4. Operational Experience

• Hands-on experience with Front Office systems (PMS/CRM, booking engines, POS)—e.g., Opera, Fidelio, or similar.
• Experience in room inventory management, rate checks, and coordinating with Sales, Housekeeping, and other departments.
• Familiarity with online guest feedback management, including responding on review platforms.

5. Marketing & Business Experience

• Experience supporting hotel marketing and promotional activities, including guest engagement campaigns.
• Ability to analyze operational reports and financial performance to support decision-making.

6. Communication & Problem-Solving

• Proven record of effective communication with guests, partners, and internal teams.
• Strong experience in crisis handling, managing service recovery, and implementing preventive solutions.