Fairmont Hotels & Resorts

Company Description

The Fairmont Hanoi will open in the Vietnamese capital in February 2026, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

Job Description

The Gold Lounge Assistant Manager is the second in-charge of the Lounge, who will assist Gold Lounge Manager to arrange for Lounge’s smooth operations in general, and focus on guests’ interactions and service quality assurance, which provided by the Lounge colleagues, in particular. He/she plays significant role in ensuring Fairmont Gold guests’ memorable stay by monitoring and enhancing each touch points. The Assistant Manager also be the Champion of ALL loyalty program:

• Familiarize with hotel’s emergency procedures and policies in order to play an active role in the event of an emergency.
• Adhere to safety, security & hygiene policies and procedures
• Organise, coordinate and conduct the daily activities at the Fairmont Gold Lounge, in relations with all Gold Lounge colleagues, according to Brand standards. Report to Fairmont Gold Manager
• Be in charge of the Fairmont Gold Lounge in the absence of Fairmont Gold Manager
• Ensure that all Gold Lounge colleagues to provide top notch service in accordance with Hotel’s policies and procedures as well as Brand standards.
• Ensure that all Fairmont Gold guests to be in touch during the stay, by courtesy personal meet & greet, service at the Lounge or beyond, … and then receive tailored service for their satisfactory stay.
• Handling guest's special request or complaints during their journey, to ensure of proper follow-up for guest most satisfactory experience.
• Coordinate with Gold Lounge supervisor and related departments to identify improvement areas, thus fulfill with necessary action plans and trainings.
• Assist Gold Lounge colleagues with their daily tasks and operations.
• Review all information of Lounge operating reports (number of covers, orders and transfers, breakage, …) to consolidate general reports about Lounge efficiency, consumption trends with respective revenues.
• To review and take action with the daily glitch report at the Lougne.
• Review GSS scores continuously and take action if necessary.
• Be the section's champion about Loyalty program - ALL Accor Live Limitless as well as subscription membership program Accor Plus Explorer.
  
  

Qualifications

• Experienced in the similar position or Guest Relations related
• Experienced with interpersonal communication and problem-solving.
• Good management, organizational skills and service-minded. Attention to details.
  
  

Additional Information

• Strong English communications