Hyatt Regency West Hanoi ★ 4.3

- Conduct daily briefings and ensure that all pertinent information is well received by team members.
- Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered, and department standards are met.
- Training for new staff as the training program
- Review, analyst and suggest improvement of workflow and standards at the Front Office.
- Communicate with FOM on all matters regarding guest services & hotel operations.
- Welcoming VIP guests, delegations, loyal guests, long-term guests.
- Prepares and checks for VIP's arrival and escorts guests to rooms.
- Checks cleanliness of lobby and public areas, lights, Front Desk counter & back office and as well as FO staff in proper and orderly appearance and behavior.
- Ensure documentation of all guests’ related issues using "We Care Log".
- Coordinate and communicate with other departments as required regarding general administration and operations issues.
- Always provide management presence by assisting with the handling of guests' needs and complaints tactfully and efficiently.
- Ensure that front line staff complies with marketing techniques and maximizes sales.
- Promote Hyatt Regency West Hanoi's warm hospitality to our customers on special occasion like birthday, honeymoon, wedding anniversary, farewell, etc.
- Plan to buy farewell gifts for long-term guests quarterly.
- Check billing instructions, monitor guest credit and act upon any discrepancies
- Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
- Handle and manage property emergencies.
- Implement and ensure system recovery procedures are carried out once staffs receive a special request or complaints from the guests. Apply special discounts and approve special offers in a reasonable way as a gesture to recover guest's experience
- Support the staff in the department to handle difficult customer requests, complaints that staff receiving directly at the reception orm indirectly via phone, email, etc. that they cannot handle.
- Coordinate with relevant departments to best respond to requests, quickly resolve complaints so that customers are always satisfied
- Keep records of complaints that are difficult to deal with and how to deal with them appropriately to guide employees in responding to similar situations.
- Selection, training and coaching of FO personnel
- Plan to recruit personnel and coordinate with FOM and relevant departments to implement to ensure the department always has the necessary personnel.
- Directly participate in the process of interviewing, selecting, and negotiating remuneration for new employees.
- Maintain inter-departmental relationships to ensure seamless customer service
- Assist FOM in working with DOF in the preparation and management of the Department's budget.
- Maintain knowledge of credit, invoice, currency exchange and property assets policies and procedures and liaise closely with Finance
- Department to ensure that credit procedures are properly carried out.
- Plan and organize residents' activities for year 2023: Monthly Residents' Day, International Women's Day, Mid-Autumn Festival,
- Orientation trip to Peach Blossom& Kumquat garden, New Year Celebration (Lion Dance), Earth Hour Day, X-mas Tree Lighting
- Ceremony, Year End Party, etc.
- Plan to buy farewell gift for long-term guests.
- Drive Hysat/TripAdvisor/ Social media at Residence (encourage guest to share feedback) as well as responding to surveys on Hysat.
- Follow up to update Residents' monthly tracking satisfaction sheet, gathering preference notes for long term Residence guests.
- Arrange Duty Roster for Residence staff to ensure matching occupancy and work efficiency.
- Monthly Guest Experience report and attend Guest Experience Country Call with sister properties in VN.
- Training W.O.H & Upselling skills for all FO team
- Drive W.O.H Enrolment, Upselling, Hysat, Training to achieve monthly& yearly target
- Daily observation of Front Office procedures and operations
- Share night shifts with Assistant Managers to ensure the overall operation of the Front Office department
* Benifits:
- Competitive remuneration package
- Opportunity to work at one of the biggest hotel groups in the world which has been named to the FORTUNE 100 Best Companies to
- Work For list, an annual ranking of companies with outstanding workplace cultures according to global research and consulting firm
- Great Place to Work and FORTUNE.
- International and professional but friendly 5-star working environment.
- Delicious and nutritious meal at Hotel Associate restaurant.
- Uniform provided by Hotel.
- Opportunity to stay free up to 12 complimentary room nights at all Hyatt property over the world and get staff rate for other stay.
- Food and Beverage discount at Hotel restaurant.
- Social Insurance, Health Insurance and Accident Insurance as per law
- Accident 24/7 Insurance
- Other benefits following Hotel policy & Vietnam labor law