Hilton Saigon ★ 4.1

A Lobby Supervisor is responsible for supervising Lobby Attendant, transferring and storing guest luggage and responding to guest requests in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

At Hilton, our promise is “to ensure every guest feels cared for, valued and respected”, which means we need you to live our Hilton Values and embrace our Hilton Blue Energy Culture which you will be shared and trained when you join us.

What will I be doing?

As a Lobby Supervisor, you will be responsible for supervising Lobby Attendant, transferring and storing guest luggage and responding to guest requests in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Train and the develop Team Members

• Allocate work duties to Team Members

• Have a good understanding and ensure the team understanding of the Hotel’s emergency procedures, Hotel security, fire regulations and all health and safety legislation and ensure implementation of those related to your department;

• Have knowledge of the department procedures and standards; ensure the implementation all department procedures and standards.

• Have knowledge of the hotel, its services, and facilities

• Handle equipment, tools, keys and supplies in proper way, kept in good working condition, regularly inspected, following instructions as directed, and ensure the team does the same.

• Report maintenance deficiencies and items in need of repair and follow up to make it done

• Report hazard issues and follow up to make it done

• Carry out lost and found procedures

• Ensure the standards of cleanliness and orderliness of all working areas

• Be environmentally aware

• Handle guest inquiries, requests and resolves guest complaints using MIR (Make It Right).

• Ensure an exceptional level of customer service delivery at all times by providing personal assistance to the guests with a professional, pleasant and positive manner at all times.

• Be proactive and observant in service to identify guest needs before being asked.

• Practice Hilton grooming standards including uniform dress code, cleanliness and personal hygiene

• Manage Guest requests in a timely and efficient manner

• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.

• Maintain good relationship with your colleagues, supervisors and other department

• Assist other departments wherever necessary and maintain good working relationships

• Attend training and meetings when required.

• Carry out any other reasonable task set by the Hotel's Management

• Manage master keys in his/her possession

• Greet and escort arriving and departing guests to and from their accommodations

• Retrieve and transport guest luggage

• Inspect guest rooms and acquaint guests with these rooms and their features

• Respond to guest inquiries and requests in a timely, friendly and efficient manner

• Assist in directing lobby traffic

• Organize and store luggage, as needed, according to guidelines

• Assist to check in guest if required, especially when there is long line queuing at front desk

• Positive attitude

• Good communication skills, fluent in Vietnamese and English

• Committed to delivering high levels of Guest service

• Excellent grooming standards

• Ability to work with ownership as well within a team

• Flexible and reliable

• Excellent attention to details

• A passion for being on a winning team

• A passion for delivering exceptional levels of Guest service

• Strong work ethic

• Ability to work under pressure

• Flexibility to work late shifts

• Methodical and well organized

• Excellent leadership, interpersonal and communication skills

• Strong organizational, planning and analytic skills

• Proficiency preferred with computers and computer programs, including Microsoft Office

• Accountable and resilient

• Previous customer service experience in a supervisory role

• The ability to listen and respond to demanding Guest needs

• Accountable and resilient

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Hotel experience

• Familiar with Property Management Systems

• Experience in a similar position

• Fluency in other languages, Chinese, Korean, Japanese are preferable

• Driving license B2 or D