Khu nghỉ dưỡng WoCAL

The Camp Operations Manager at WoCAL is responsible for overseeing all front office and room operations, ensuring that our guests receive exceptional service that embodies our eco-luxury standards and philosophy of slow living with locals. This role requires strong leadership to manage a dynamic team, including Campers who perform versatile roles across the resort. The ideal candidate is proactive, organized, and committed to sustainability and community engagement, with the ability to foster a welcoming and inclusive environment for both guests and staff.

Duties and Responsibilities

1. Guest Services Management

o Ensure all guests are greeted warmly and receive personalized attention throughout their stay.

o Oversee check-in and check-out processes, ensuring efficiency and accuracy.

o Address guest inquiries, requests, and complaints promptly and professionally.

o Coordinate with other departments to fulfil guest needs and enhance their experience.

o Promote the resort's philosophy of slow living and local engagement in all guest interactions.

2. Team Leadership and Training

o Supervise and lead the front office team, including scheduling, training, and performance evaluations.

o Mentor Campers and front office staff to deliver high-quality service across various resort areas.

o Foster a collaborative and positive work environment aligned with the resort's core values.

o Conduct regular team meetings and training sessions to maintain and improve service standards.

3. Operational Management

o Manage daily front office operations, including reservations, room assignments, and billing procedures.

o Ensure accurate record-keeping of guest information and financial transactions.

o Maintain and update the property management system (PMS) and other front office tools.

o Implement and monitor standard operating procedures (SOPs) for front office tasks.

4. Standards Compliance

o To uphold the resort's policies, procedures, and service standards.

o Ensure compliance with health, safety, and environmental regulations.

o Implement eco-friendly practices within front office operations and encourage staff participation.

o Monitor guest feedback and implement improvements as needed.

5. Communication and Coordination

o Serve as a liaison between guests and resort management.

o Collaborate with other department heads to ensure seamless operations.

o Provide regular reports to the General Manager on front office performance and guest satisfaction.

o Handle internal communication effectively to keep the team informed and engaged.

6. Financial Management

o Monitor front office budgets, expenses, and revenue targets.

o Implement cost-control measures while maintaining quality of service.

o Prepare financial reports and forecasts related to front office operations.

o Ensure accurate handling of cash transactions and adherence to financial policies.

7. Innovation and Improvement

o Identify opportunities to enhance guest experiences and operational efficiency.

o Stay updated on industry trends and integrate best practices into front office procedures.

o Encourage team members to contribute ideas for improving services and processes.

o Lead initiatives that promote sustainability and community engagement.

- Positive working environment.

- Inclusive leader

1. Knowledge, Skill, and Ability

• Leadership Skills: Strong ability to lead, motivate, and develop a diverse team.

• Customer Service Excellence: Passion for delivering exceptional guest experiences.

• Communication Skills: Excellent verbal and written communication skills in English; knowledge of Vietnamese or other languages is a plus.

• Organizational Skills: Ability to manage multiple tasks effectively with strong attention to detail.

• Problem-Solving: Proactive in identifying issues and implementing effective solutions.

• Technical Proficiency: Familiarity with front office systems, property management systems (PMS), and standard office software.

• Cultural Awareness: Understanding of local culture and customs to enhance guest interactions.

• Sustainability Practices: Knowledge of eco-friendly and sustainable practices in hospitality.

• Interpersonal Skills: Ability to foster positive relationships with guests, staff, and the local community.

• Adaptability: Flexible and able to adjust to changing operational needs.

• Education: Bachelor’s degree in hospitality management, Business Administration, or a related field preferred.

• Certifications: Additional certifications in hospitality, leadership, or sustainability practices are advantageous.

2. Experience

• Hospitality Experience: Minimum of 3-5 years of experience in front office operations, with at least 2 years in a supervisory or managerial role.

• Eco-Luxury or Boutique Hotel Experience: Experience in eco-luxury resorts, boutique hotels, or glamping sites is highly desirable.

• Team Management: Proven track record of effectively managing and developing a team.

• Guest Relations: Demonstrated ability to handle guest concerns with professionalism and tact.

• Operational Knowledge: Experience with implementing and maintaining standard operating procedures.