KHÁCH SẠN ZANNIER BÃI SAN HÔ

- Represents property management in resolving any guest or property related situation.

- Review arrival and departure information daily; VIPs, Groups, special requests/ events, etc.

- Assist and provide sought information to guests upon their arrival and departure at the lobby and during guest interaction.

- Coordinate Front Office operations during shift briefing including Front Office Supervisor, Guest Assistant, Bellman cum Buggy Driver, Driver ensuring guest service excellence.

- Deal with problems and complaints and act immediately to restore guest satisfaction.

- Ensure all guest complaints are properly logged.

- Inspect the villas allocated for VIPs and coordinate with Engineering, Housekeeping and F&B for any defect sand amenities setup.

- Assist Front Office Supervisor, Guest Assistant when required, help check-in and check-out, etc.

- Be knowledgeable of the resort’s emergency procedures regarding fire, evacuation, bomb threat, etc. as part of the Emergency Response Team.

- Maintain a high level of product and service knowledge.

- Manage the villa inventory availability and allocate villas perfectly ensuring guests are accommodated to their preferences and requirements.

- Check and review correspondence ensuring all the information is correctly input.

- Ensure all checked out bookings are zero balance and follow up where required.

- Complete Night Audit duties

- Ensure the accurate completion of the daily Night Audit in a timely fashion.

- Produce nightly reports.

- Monitor villa type booking levels and ensure the appropriate allocation of villas for arrivals.

- Ensure all Front Desk tasks are complete in a timely manner and all procedures are followed.

- Coordinate luggage storage and delivery and collection.

- Act as lead for arranging guest activities and itineraries, personalizing each guest stay.

- Focus on establishing relationships with Return and VIP guests, as well as focusing on their pre-arrival needs and preferences.

- Coordinate among all departments for seamless execution of service.

- Coach and inspire Front Office associates to achieve culture standards and core standards of Guest Assistant team.

- As a departmental trainer who measures and training needs and conducts training for department.

- Ensure all guest comments, preferences, and complaints are recorded and filed systematically on HMS.

- Actively monitor guest feedback and review through Make It Right report or Revinate and act and respond in a timely manner following the guideline.

- Schedule and roster to provide adequate coverage of shifts.

- Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assist with the maintenance of standards and procedures, training, and performance appraisals.

- Maintain daily Front Office logbook and conduct informative briefing and handover to next shift.

- Ensure FO associates comply with all standards and operating procedures.

- Ensure lobby area clean, cozy, warm and smooth.

- Ensure the FO’s office and luggage room clean, neat, and bright.

- Ensure that all charges and payments are posted and conducted correctly, all guest account settled before departure and follow up and coordinate with Reservations and Finance on any outstanding balance/credit.

- Manage and liaise with HR for Cadena at on a regular basis.

- Inform FOM immediately of any serious emergency, security or health and safety matter.

- Make appropriate suggestions and recommendations to FOM for general improvement of the resort services.

- Monitor and maintain Guest Profile and Guest Profile Notes ensuring the top quality is maintained consistently.

- Ensure all brand standards are being followed by the Front Office team.

- Act in the capacity of Night Manager.

-Act as FOM in his/her absence and attend meetings

- 2 days off per week

- Salary & benefits competitive

- PA Ins 24/7

- High service charge amount

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Good writing skills

• Proficient in the use of Microsoft Office and OPERA

• Problem solving and organizational abilities

• Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent. Driver’s license preferred

• 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.