Golden Imperial Hotel Da Lat

GENERAL DUTIES AND RESPONSIBILTIES

• Lead and manage the day to day operations of Front Office, Guest Services and Housekeeping ensuring all service standards are followed.

• Prepare annual budgets and administer in a fiscally responsible manner.

• Develop, recommend, implement and manage the division’s annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations.

• Implement company programs and manage the operations of the department in a manner consistent with regulations and company policies and procedures to ensure a high level of quality and customer satisfaction.

• Control all purchases for the department, consistently aware of quality and cost.

• Oversee all standards of individual departments of rooms.

• Register guests, handle transactions, and resolve related issues.

• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.

• Manage the human resources in the rooms division in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.

JOB SPECIFIC TASKS

Leading Rooms Team

• Communicate a clear and consistent message regarding departmental goals to produce desired results.

• Make and execute the necessary decisions to keep property moving forward toward achievement of goals.

• Monitor and promote room rates, specials, and promotions at the residence.

Managing Profitability

• Analyze service issues and identify trends.

• Review and audit expenses.

Managing Revenue Goals

• Monitor Rooms operations sales performance against budget.

• Review reports and financial statements to determine Rooms operations performance against budget.

• Coach and support operations team to effectively manage occupancy and rate, wages and controllable expenses.

• Compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Deliver excellent customer service throughout the customer experience and encourage the same from other employees.

• Review guest feedback with leadership team and ensures appropriate corrective action is taken.

• Coordinate and communicate event details both verbally and in writing to the customer and property operations.

• Create an atmosphere in all Rooms areas that meets or exceeds guest expectations.

• Respond to and handles guest problems and complaints.

• Use personal judgment and expertise to enhance the customer experience.

• Stay available to solve problems and/or suggest alternatives to previous arrangements.

• Interact with guests to obtain feedback on product quality and service levels.

• Stay visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Work to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Ensure that employees understand expectations and parameters for Room duties.

• Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• Ensure employees are treated fairly and equitably.

• Ensure that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).

• Foster employee commitment to providing excellent service, participate in daily stand-up meetings and model desired service behaviors in all interactions with guests and employees.

• Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.

• Solicit employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns.

• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.

• Conduct annual performance appraisal with direct reports according to Standard Operating Procedures.

- 2 months of probation with full salary & service charge.

- Team building activities.

- Annual Summer Outing/Health checkup

- Accident insurance 24/24

- Attractive Medical package  

- Uniform, Laundry service is provided by Hotel

- Delicious and nutritious meal at Hotel's Staff Cafeteria

- International working environment and friendly teammates.

- Other benefits according to Company's policy.

1. At least five years’ experience in a comparable role in luxury hotels and/or resorts.

2. Diploma in Hotel Management or Master’s degree in a related discipline preferred.

3. Strong interpersonal and problem solving abilities.

4. Excellent organizational, excellent time management skills and technical skills.

5. Strategic planning abilities.

6. An expert in communication skills, in training and managing multi-lingual associates.

7. Ability to focus attention on guest needs, remaining calm and courteous at all times.

8. Extensive knowledge of the front office e.g. reception, reservations, concierge, switchboard, duty manager and amongst others.

9. Professional and appropriate business appearance and presentation.

10. Desire for succession planning and people development.