Sofitel Legend Metropole Hanoi

MAIN DUTIES:

Administration

• Control and acknowledge all store requisitions and purchase requests in the absence of the Club Metropole manager

• Prepare the weekly cleaning plan and spot check

• Issue and follow up on all needed maintenance requests

• Give regular feedback to the Club Metropole Manager in regards to the performance of the team

• Give regular feedback to the Club Metropole Manager in regards to the guest comments

• Support the Club Metropole manager in the implementation of any special events

• Ensure excellent communication within the team

• Support the Club Metropole Managers in any tasks or responsibilities that is the area of competences of the supervisor

• Cooperate with Cost Controller for monthly inventory in Club Lounge (Beverage items).

• Cooperate with Finance for monthly inventory in Club Lounge (China ware items).

• Issue weekly duty roster and review daily task list.

• Issue Monthly vacation clearance schedule for the Club Lounge team and summit to Club Metropole Manager.

Financial and Revenue Responsibilities

• Communicate the financial target (budget) to the team

• Handle billing problem, items in Micros Fidelio system and feed back to Cost Controller

• Pro-active to build up action plan for saving and control cost in Club Lounge depend on hotel occupancy.

Training and Human Resources Management

• Train the team according to the monthly training plan

• Issue training checklist for all given training

• Prepare training plan for each month and report to Club Metropole Manager

• Establishes effective employee relations and maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees

• Control the grooming of each Club Lounge ambassador follow up Club Milliesime Brand Standards by check list every week

• Give regular positive and negative feedback to all ambassador in a constructive way

• Prepare action plan’s training during low season and cross training plan among each section between Club Metropole and F&B outlets.

Guest Service Responsibilities

• Ensure and check full guest’s satisfaction during operation time

• Develop customer loyalty and recognition

• Introduce and up-selling any special events / promotions

• Gather guest feedback and report to Club Metropole Manager

• Handle and follow up on any guests complains in absence of the Club Metropole Manager

• Report any complains / Positive or Negative comments to the Club Metropole manager

• Work hard to satisfy any guest requests

• Spot check and follow up with Club Lounge ambassadors to collect guest’s preferences and report to Club Metropole Manager for guest profile in Opera PMS.

• Brief with all Club Lounge Ambassador about guest’s preferences to keep services always consistency

Operational Responsibilities

• Ensure smooth and efficient service at any time

• Ensure proper atmosphere of Club Lounge according to the time of the day (music, lighting, aromas, temperature…)

• Ensure good communication between Butler/ Club reception, F&B outlets, kitchen.

• Check all buffet set up before and during the service hours. (Breakfast/ High tea/ Everning cocktails)

• Check the lounge area set up before service hours.

• Know and ensure full follow up on the Club Milliesime Brand Standards

• Control the cleanliness of Club Lounge (Lounge, Meeting room, kitchen, steward area, back bar area ) by follwong the cleaning schedule and check list and send back to Club Metropole Manager by every week.

• Ensure proper organization of each service stations before service time

• Ensure efficient sequence of service

• Follow up that all given training and fully followed by all ambassadors

• Handle and follow up on any guests complains

• Report any guest feedback to Club Metropole Manager

• Send monthly report to Club Metropole Manager (linen, chinaware, glass, music band attendant record...)

• Check hotel occupancy and issue duty roster for ambassador based on the occupancy

• Prepare all equipments depend on hotel occupancy

• Pro-active to give action plan for cost and saving cost depend on hotel occupancy

• Control Annual leave and Plan for Annual leave for all ambassador.

• Acknowledged all HR forms of Club Lounge ambassador and get approved by Club Metropole Manager

• Control and check all Menu and items run out in Club Lounge and report to Head Sommerlier to get drink items replacement and reprint the menu

• Control and make food tag and keep its always clean and tidy

Meetings to attend

• Attend the daily F&B morning briefing at 09.45am.

• Attend the daily briefing of Club Metropole at 02.10pm.

• Attend the weekly pre con meeting in the absence of the Club Metropole Manager

• Attend bi-monthly meeting with Club Metropole Manager

• Attend the monthly Departmental meeting at Club Metropole.

• Attend the monthly F&B promotion meeting in absence of the Club Metropole Manager

• Attend the monthly FB manager meeting in the absence of the Club Metropole Manager

• Opportunity to grow at the property, the company and across the world!

QUALIFICATIONS:

• Solid proven communications & customer interaction ability

• Ability to work well and deliver under pressure, manage duties within deadlines

• Excellent organizational skills and attention to details

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