Santa Luxury

Guest Engagement

• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests’ expressed and non-expressed preferences

• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork

• Taking initiative and proactive approaches when handling guest preferences, requests and concerns

• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests

• Ensuring that functions achieve or exceed guests’ expectations

• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company

• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns

Team Engagement

• Understanding and sharing all goals and results with the FOH and BOH team members

• Promoting teamwork and morale among all departments and members at all levels and functions

• Leading by example while demonstrating self-confidence, energy, enthusiasm and humility

• Encouraging the team actively and willingly participates in job-related activities including daily briefings, weekly meetings, on-going and regular hard skill and soft skill training workshops, cross-training programs, and other engagements as required

• Encouraging that the team participates in industry and guest-related activities including networking events, self-sought education programs, acting as guide outside of the hotel function, and other innovative engagements

• Proactively provide cross – functional support to the F&B team and the Hangout Space team to fulfill and ensure the service flow without any interruption

Financial

• Ensuring compliance with all corporate accounting procedures

• Working closely with line manager to learn and understand revenue and performance results

• Provide insightful and relevant cost-saving suggestions on a regular basis

Operations and Brand Compliance

• Being knowledgeable about the food menu, special promotions including preparation times, cooking methods, main ingredient and side dishes

• Ensuring all guest requests and complaints are handled appropriately adhering to the Wink Hotels’ general guidelines for service recovery.

• Assigning work function and ensuring all staff is rostered in accordance with business needs

• Ensuring all opening and closing duties are implemented in accordance with established standards

• Ensuring Hazard Analysis and Critical Control Points (HACCP) are always being followed

• Liaising closely with the kitchen team to ensure orders are placed on time, as to order, and are delivered in a timely manner

• Controlling and maintaining cleanliness and mise-en-place level at working station and other food production areas or smooth operation

• Controlling and maintaining safe, secure, and healthy environment by establishing, following, and enforcing sanitation standards and procedures as well as food safety

• Following all the policies and procedures of Wink Hotels to ensure operations standards are consistent

• Following the correct kitchen operating procedures with regards to: stock rotation (FIFO), requisitions (according to business needs), maintaining par stocks

• Regularly participating in team briefing to have related information regarding to bookings, events, special requests, unavailable items, and other matters

• Following and maintaining excellent grooming standard and uniform guidelines of Wink Hotels at all times

• Maintaining a high standard of personal hygiene and body language at all time

Other Responsibilities

• Understanding and continually updating relevant policies, procedures and service delivery standards of this position

• Understanding and continually updating Human Resource policies, procedures and code of discipline while promoting management, team and cross-department support, leadership, professionalism and good relations

• Performing other related duties and functions assigned by the Area Operations Manager

* Full contribution of SI, HI and UI on basic salary

* Active, balance and professional working environment

* Productivity focus not time attendance

* Fun and playfull internal activities

* 14 AL days

* Meal allowance

* Phone allowance

* 24.7 health insurance

• Ability to easily connect and provide a warm (first) contact for our guests, continuously making it personal at every interaction

• Ability to provide on the job training, peer mentorship, team development and coaching

• Ability to work across all hotel sectors and departments at a basic level to best understanding role in FOH management and departmental collaboration

• Actively work to build a community of one, in actions and feelings

• Team and knowledge management, system diversities, organizational and team interrelationships

• Conflict management, impact and influencing; listening, understanding and responding; teamwork and cooperation

• Ability anticipate problems and offer solutions; provide high level of attention to detail

• Computer literacy, knowledge of Microsoft Office applications, Hotel operations systems and POS

• Proven performance record with at least 3 years in hospitality or F&B operations as Kitchen Manger or equivalent, pre-opening experience is an advantage

• Diploma in hotel and restaurant management, hospitality management, business management, marketing, entrepreneurship, or equivalent; Food Hygiene certifications would be an advantage

• Fair written and verbal communication skills in both Vietnamese and English