• Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
• Communicates expectations, recognizes performance, and produces consistent desired business results.
• Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model and expertise in all Reservations & Operator/Call Center related matters.
• Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
• Deeply understand internal service procedures and operating connection between departments.
• Oversees and manages the daily operations of the department and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
• Develop and implement effective plans to maximize rooms revenue.
• Ensure that all hotel’s strategies conform to Brand Philosophies and company future goals.
• Ability to prioritize and organize multiple work assignments and delegate responsibility effectively.
• Ability to translate business needs into what needs to be done; ensures that all work is completed effectively; monitors the progress of work against schedules and budgets; maintains high performance standards.
• Proactively manages inventory for the hotel to maximize rooms revenue using the appropriate systems (e.g. OPERA).
• Effectively uses the reservation system and demand forecasting systems to determine/implement/control accurate selling strategies. Proactively prepare and execute action plans which increase reservation sales and associated business. Drives upselling and cross-selling of hotel’s products and services to maximize revenue performance.
• Communicates anticipated business demands daily with the hotel (arrivals/departures, group functions, guest requests, etc…)
• Prepare and distribute daily pick up, occupancy and keep management team well informed of any unexpected changes in levels of business.
• Legibly updates information boards within the Reservations Department.
• Prepares and communicate assignments to the Reservations Team. Assigns additional tasks as they arise. Holds employees accountable for the completion of assigned tasks, on a daily basis.
• Responds to incoming calls within the standard required rings, using correct salutations and telephone.
• Ensure that the team follow high standard of telephone etiquette and lives up to Capella Hotels & Resorts brand standards, Forbes Travel Guide standards, and hotel policies.
• Be proficient in using software and equipment that include but are not limited to: PMS Opera, ONYX, Cendyn, Sabre Synxis, Intelity, Symphony MICROS, Knowcross, SevenRoom, radio walkie-talkie, outlook email, etc. Conduct training to team member and ensure high level of technical skills are acquired by the team.
• Ensure that the team are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, special activities, functions in hotel and to ensure proper follow-up on all special guest requests.
• Monitors and ensures that all reservations are input into the system accurately, completely, and timely. Perform pre-arrival check including booking and profile details.
• Manage group handled by Reservation. Group requirements are entered completely and accurately. Group room blocks are released to general inventory after the group’s cut-off date. Ensures the completion and accuracy of rooming list.
• Monitors wait list and determines the priority of guests to be contacted for room availability.
• Reviews no-show reservations and processes charges according to policy.
• Monitors cancellation & ensure all reservations to follow guarantee policy & payment deadline
• Monitors commission payment with the Finance department.
• Monitors and maintains cleanliness and working condition of departmental equipment and work areas.
• Reviews and submits monthly attendance records to Human Resource.
• Attends designated meetings, including daily Line-Up.
• Successfully completes the training/certification process for this position.
• Shops area competitors to evaluate rate pricing, availability, and package/discount options.
• Maintains accurate reservation system information including OTAs Extranet, Consortia for the hotel.
• Maintain an up-to-date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
• Handling complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.
• Be prepared for any emergencies that may arise, strictly follow hotel’s protocols and take actions in a timely manner. Conduct refresh training for all emergency situations and procedures.
• Assists the higher management in updating the Standard Operating Procedures in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
• Report any issue or damages and breakdowns found to the relevant department. Follow up with the work order status to ensure that issue is resolved.
• Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support
• Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
• Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
• Mentor and guide individual team members’ growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
• Participate in recruitment activities such as interviewing new talents for the departments and succession planning.
• Take ownership of individual’s growth and be involved in career progression and succession planning of team members.
• Proactively identify training needs of team members to ensure enhancement and performance improvement. Lead and develop the team by having regular check-in conversations
• Provide effective performance feedback through team member recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
• In addition, other duties may be required as directed by Assistant Director of Revenue Management, General Manager.

• Work in a professional luxury hotel environment, awarded the Forbes Travel Guide 5-Star Rating 2026 – the most prestigious authority in the international hospitality and tourism industry.
• Attractive long-service bonus scheme for employees with a minimum of three years’ tenure, separate from the 13th-month salary.
• Career development opportunities with a hotel group ranked Best in the World, as voted by the prestigious Travel + Leisure magazine.
• Enjoy an attractive service charge, consistently ranked Top 5 in Hanoi.
• Competitive and attractive compensation and benefits, including 100% salary during the probation period.
• Comprehensive protection policies under Suncare Insurance, along with continuous talent development programmes by Sun Hospitality Group – ranked Top 3 Best Companies to Work for in Vietnam in the Tourism, Culinary, and Hospitality sector.
• And many other competitive benefits and privileges.

Qualification

• College Diploma/Bachelors’ Degree in Business Management or equivalent with Revenue management specialization is of advantage

Work Experience

• 2 – 3 years’ experience in similar role and luxury hotels/resort capacity

Technical Skills

• Computing Skills (e.g. Microsoft, OPERA)
• Operation systems (e.g. Intelity, Symphony MICROS, Knowcross, SevenRoom, radio walkie-talkie)

Attach CV in English with photo