Premier Village Phu Quoc Resort managed by Accor

Job Purpose

Front Desk Supevisor to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.

Primary Responsibilities.

• Communicate effectively both verbally and in writing to provide clear directions to staff.

• Assign and instruct Front Desk Agents in the details of work, observing their performance and encouraging improvements.

• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.

• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.

• Listen to and understand requests, issues and situations from both guests and team members.

• Regular attendance in conformance with the standards established by Accor from time to time.

• Support and motivate front desk team members by leading by example and employing competent and consistent management practices.

• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.

• Attend training where and when required.

• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.

• Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Accor Member and method of payment is secured.

• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.

• Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or AFOM/FOM to follow-up where appropriate.

• Follows-up with all guests to ensure satisfaction with problem resolutions.

• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.

• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.

• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.

• Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.

• Ensure that guests’ profiles and information is input into the Police Report system in a timely and accurate way.

• Up to date with information on facilities, attractions, places of interest, sights and activities in and around the Resort.

• Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.

• Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.

• Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.

• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.

• Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.

• Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.

• Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.

• Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.

• Keep up to date and aware of competitor activities in order to be proactive and create market advantage.

• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations. 

• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.

• Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.

• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.

• Manage costs effectively by minimizing and controlling expenses.

• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Accor brand standards and ensuring that guests receive value for money.

• Familiar with and master the Front Desk system.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

1. Salary and Allowances.

• Full Salary & monthly Service Charge in probation period.
• Support to relocation allowance by ranks.
• Home Visit allowance.

2. Benefits/Các chế độ Phúc lợi

• Supported housing staff with full amenities and entertainment area.
• Support shuttle bus to Hotel.
• Support for full meals during the work shift and day off.
• Uniforms are provided according to Hotel standards.
• International working environment, joining training courses according standard of AccorHotels.

3. Insurance policy/Chính sách bảo hiểm

• Insurance according to the provisions of Labour law
• Suncare Insurance according to the provisions of policy SunGroup

Knowledge and Experience

•University degree in a related field, Diploma or certificate in Hospitality or Hotel Management

• At least 02 year in same position.

• A strong understanding of Guest Service, Receptionist.

• Excellent reading, writing and oral proficiency in English language. A third language is preferable (Chinese, Korean, Japanese, …)

• Proficient in the use of Microsoft Office and OPERA System.

Competencies

• Having good knowledge Accor/AccorPlus and all hotel operations

• Ability to multi-task, work well in stressful & high-pressure situations

• Excellent communication and customer contact skills.

• Well-presented and professionally groomed at all times

• Apply to via hoteljob.vn
• Submit CV to email: hb2r4-hr4@ accor.com or hb2r4-fo@ accor.com (please delete the space after the @ character)
• Tel: 091 763 5788 (Mr.Linh)

*Note that ONLY shortlisted candidates will be contacted.