Hôtel De L'opéra Hanoi - Mgallery By Sofitel

• Assist the Front Office Manager with the management and support of daily Front Office Operations
• Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded.
• Handle guest requests, inquiries and complaints promptly. Ensure guest feedback is recorded accurately and action any service recovery processes in a prompt and efficient manner.
• Seeking, monitoring and assessing guest feedback and putting into place detailed action plans focused on enhancing the guest experience.
• Prepare daily arrival and to manage room allocations and guests’ requests in cooperation with Housekeeping department promptly. Regularly review room availability situations together with Housekeeping.
• Ensure VIP rooms are ready, checked and all in order prior arrival. Be familiar with all in-house VIP’s, regular and long stay guests.
• Handle any management issues or emergencies that arise, record and resolve as necessary.
• Maximize sales revenues through up-selling and marketing programs within the department.
• Maintain knowledge of hotel products, services, policies and emergency procedures.
• Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities.
• Delegate daily tasks to the team, coach and counsel staff to be at their best and maintain a positive work atmosphere.
• Driving team members’ engagement and brand pride across the Front Office.
• Report any security issues to senior management immediately.
• As required assist with reservations while ensuring hotel specific SOP's are adhered to at all times. Liaise with accounts and reservations on any matters that arise.
• Ensure all accounting practices and processes are achieved per hotel specific SOP's.
• Actively contribute towards reaching agreed hotel performance targets and objectives.
• Ensuring immaculate presentation of the Front Office, both front and back of house areas at all times.
• Responsible for the processing of night audit and nightly reports, along with monitoring the building security, and assisting operations for the day team to ensure exceptional service is provided around the clock.
• Ensure new SOPs, standards and processes are communicated and followed through on a daily basis.
• Understands and complies with loss prevention policies and procedures.
• Along with Front Office Manager together with Housekeeping and Engineering to clock rooms as necessary for maintenance.
• Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance
• Maintain a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment.
• Assist in the development of the Hotel business plan and ensure an overall understanding of its departmental goals and objectives.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.

- Competitive salary

- Dormitory for non-local people

- Workmen insurance

- High ratio of insurance contribution

- Service charge (when the hotel opens)

• A minimum of 2 years of Front Office supervisory experience in international hotel brand
• A degree or diploma in Hotel Management or equivalent.
• Good communication skills and customer service skills are required.
• Good operating knowledge of Opera system
• Flexibility to work all shifts including early mornings, evenings, nights and weekends any day of the week.
• Fluent in Vietnamese and English language. Additional language is an asset