Sheraton Hanoi West

• Lead and mentor the property’s Loyalty and Connector teams, ensuring strong understanding and delivery of Marriott Bonvoy Elite member benefits.
• Oversee the full Elite member journey, from pre‑arrival preparation to post‑stay feedback follow‑up.
• Maintain up‑to‑date knowledge of all Elite benefits, program updates, promotions, and terms & conditions.
• Monitor Elite member feedback, address concerns promptly, and coordinate issue resolution with relevant departments.
• Ensure daily operational excellence for Elite, Cobalt, and redemption stay members, maintaining high service quality and consistency.
• Develop goals, work plans, and operational strategies to drive service standards and member satisfaction.
• Provide hands‑on guest engagement in lobby and public areas, ensuring visibility and quick response to member needs.
• Assist in coaching and guiding associates to deliver outstanding guest service and maintain brand standards.
• Support property operations by tracking daily arrivals, room assignments, hotel occupancy, and special events.
• Safeguard Elite member recognition through accurate status adjustments and personalized service delivery.
• Conduct daily pre‑shift briefings to communicate business priorities, member arrivals, and operational updates.
• Uphold hotel policies, procedures, and security standards while fostering a positive, service‑driven team environment

• Attractive salary package
• Access to leadership training, industry conferences, and certifications.
• Opportunity to work with international markets and diverse client portfolios.
• Attractive program with Preferential Prices for Employees.
• Social Insurance as per law & Accident 24/7 Insurance
• Other benefits following Hotel policy & Vietnam labor law

Working Experience & Knowledge:

• 2–5 years of Front Office experience in a 5‑star hotel, including proven supervisory or team‑lead responsibilities.
• Exceptional English communication skills, both verbal and written, with the ability to craft clear, persuasive proposals and professional correspondence.
• Strong knowledge of guest services, loyalty programs, and guest recognition processes (Marriott Bonvoy experience is a strong advantage).
• Proficiency with property management systems (e.g., OPERA) and Microsoft Office applications is preferred.
• Meticulous attention to detail, with a strong commitment to delivering consistent, high‑quality service and operational excellence.