Sofitel Legend Metropole Hanoi

MAIN DUTIES:

Administration

• Delegate to, supervise all staff within the Department, and assist them in preparing work schedules.

• Conform to and enforce policies, procedures, rules, and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service.

• <Refer to operations manual (SOPs) for details if required>

Financial and Revenue Responsibilities

• To handle and resolve all guest queries and complaints in an efficient manner and to establish an amicable Relationship with all clients, customers and guests of the Hotel.

• Through close supervision recommend improvements and changes to the operation of the Department, especially concerning creating better service standards, increasing revenue and reducing costs.

• <Refer to operations manual (SOPs) for details if required>

Training and Human Resources Management

• Plans and organizes regular Departmental training for all staff, especially new staff, paying particular attention to courtesy, efficiency, service standards, grooming, diplomacy and actual job knowledge.

• Have a good relationship with all colleagues.

• Well-groomed and proper uniform presented during the duties. Follow the 3 Sofitel Values and 5 keys of luxury

• <Refer to operations manual (SOPs) for details if required>

Guest Service Responsibilities

• Welcome/ Assist Guest

• <Refer to operations manual (SOPs) for details if required>

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• Have an in-depth understanding of Vietnamese law, hotel regulations and rules.

• Be proactive in duty and be aware of all ongoing activities within and outside of the Hotel.

• Transparently and strictly remain in compliance with regulations and rules when dealing with disputes between customer and Hotel staff.

• Knowing the Hotel map and exit plan in emergency case.

• Skillful in using equipment and tools related to fire extinguisher, protection and rescue.

• Cooperate with all departments in order to efficiently report daily surveillance activities to Management of the Hotel in time.

• Have a detailed working duty and training plan for department in compliance with standards of Hotel.

• Secure premises by regularly monitoring equipment regarding fire detected system and other related labor safety system in the Hotel.

• Ensure the adherence of staff in terms of Hotel standards and regulations; checking on daily report from the Shift Leader to immediately ensure effective solution.

• Secure the safety, well-being of all personnel, customers, guests, clients and Hotel by cooperating with related Vietnamese local companies and organizations.

• Fulfill duty within authorization, ensure proactive principle but have to stay in line with regulations and standards.

• Maintain a good relationship with team members in order to draw a precise development plan for each individual, which will result in a strong team, quick in reaction and an united team following a five-star standard Hotel.

Miscellaneous

• Key control SOP

• Guest room safety box SOP

• Fire fighting/ Evacuation SOP

• <Refer to operations manual (SOPs) for details if required>

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• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

• Competitive package of salary and benefits

• Competitive bonus system

• Excel in one of South East Asia’s most iconic and beloved hotels

• Excellent communication skills

• Strong leadership skills

• Managing a team of 20 employees

• Strong knowledge and experienced in dealing with complicated situations

• Good English