Grand Mercure Danang Hotel

• Manage daily FO operation:

1. Ensure smooth operation of Front Office on a day-to-day basis by supervising/delegating duties to all staff within the section and preparing weekly roster.

2. Assist Assistant Front Manager/ Front Office Manager to enforce policy, procedures, rules and regulations laid down by the hotel in order to achieve uniformity and the required high level of standards.

3. Attend and conduct daily shift briefing as handovers, review/update the performance of department as well as staff, explain new directions, policies and procedures.

4. Represent the Management to ensure the smooth operations and efficient operations.

5. Ensure that workplace and equipment are properly maintained and in good condition at all times.

6. Have close supervision recommends improvements in operation to develop better service and increase in revenue and reduce production cost.

7. Planning, organizing periodical Departmental training for staff in area of courtesy, efficiency, grooming, diplomacy, and job knowledge.

8. Ensure computer ‘backups’ are done at regular intervals with corresponding backup reports

• Provide positive arrival and departure experiences to all hotel guests:

1. Personal welcome and farewell to all VIP guests as required.

2. Lead a Heartist approach to guest experience/service with the FO team.

3. Handle and resolve any guest complains or problems that occurred during the stay. Make a clear report on incident, accident, lost properties for Management and make sure all guests leave satisfied.

4. Arrange for limousine and photo services for VIPs and dispatches all pertinent information about said persons to company executives concerned.

5. Handles questions of charges, investigations of any guest comments and co-ordination with emergency plans.

6. Offer assistance and provides needed/sought information to guests and VIPs upon their arrival at the Lobby, escorts them to their rooms and requests them to register in VIP guest book whenever necessary.

7. Arrange accommodation of overflow guests in alternate hotel(s) and arrange for their return to the hotel the following day or when conditions allow/exigencies require/justify.

Other responsibilities

1. Patrol lobby area, conduct inspection of all but not limited to other guest areas in the interest of security, safety, guest relation, economy/conservation and acts, records, monitors to officer(s) concerned and superior(s) operational activities and significant events affecting units or the hotels a whole; handles lost & found matters.

2. Authorizes room or rate changes, paid outs, rebates, cash advances, assumption of liabilities, ”charge to“ billing etc. according to or the basis of established policies, standard procedures.

3. Co-ordinates with line department concerned on discrepancies in room status.

4. Ensure manager’s float is maintained at a constant level as issued by accounts.

5. Any other duties that may be assigned by The Management.

• Bachelor Degree in Hospitality, Hotel Management.

• Minimum of 3-5 years of relevant experience in the hotel industry.

• Strong working knowledge of Opera PMS, Microsoft Outlook, Microsoft Office.

• Knowledge of travelling or visa requirements in Vietnam.

• Knowledge of local laws and regulations regarding immigration.

• Good interpersonal skills with ability to communicate with all levels of employees.

• Knowledge required to achieve the responsibilities of the job.

• Service oriented with an eye for details.

• Ability to work effectively and contribute in a team.

• Good presentation and influencing skills.

• Excellent problem handling skills.