Khách Sạn Wyndham Garden Sonasea Vân Đồn

GENERAL MISSION
• Behaves and acts in an exemplary fashion, embodying the brand mindset
• Ensures that guests' stay at the hotel runs smoothly, helping to provide guest satisfaction at all times thanks to his/her thorough knowledge of the hotel
• Ensures the respect of procedures and hygiene and safety standards
• Manages and motivates front office teams in line with the brand's recommended behavioural guidelines, in order to provide personalised high quality guest services
• Manages headcount and organisation for optimum efficiency in compliance with legislation
• Helps the department meet its targets
• Helps increase hotel revenue through his/her sales efforts

RESPONSIBILITIES AND MEANS
• Is regularly available in the hotel lobby and reception
• Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage loyalty
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints that are not settled directly by members of the team

ADMINISTRATIVE RESPONSIBILITIES
• Ensures that invoicing and cash operations procedures are respected
• Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)
• Draws up the annual budget for the department, analyses results and implements any corrective actions required
• Manages the department's headcount for optimum efficiency
• Makes sure that norms, standards and indicators are properly implemented and carries out regular checks. Suggests improvements if necessary
• Ensures that hotel premises and equipment are always well presented and that they remain in good condition
• Applies and ensures application of the hotel's security regulations (in case of fire etc)
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

TECHNICAL RESPONSIBITIES
• Informs guests about the formalities, any special conditions relating to their stay and the services available
• Organises arrivals and departures
• Coordinates room allocation with the housekeeper, handling any switches as necessary
• Communicates with the other departments
• Ensures that guest documentation and information is available and up-to-date
• Formalises instructions as necessary and supervises their application
• Supervises the correct use and follow-up of applications centralising customer profiles and records
• Occasionally replaces the Rooms Manager

COMMERCIAL RESPONSIBILITIES
• Implements a dynamic sales policy in conjunction with the sales department and develops the team's sales skills
• Trains the team to use the appropriate sales pitches and supervises implementation
• Draws up the pricing and rooms strategy in conjunction with the Rooms Manager or General Manager
• Ensures the brand and/or Group's loyalty programme is promoted to guests
• Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace

HUMAN RESOURCE RESPONSIBILITIES
• Modifies working methods to comply with the brand philosophy
• Develops employees' skills and guides them in their professional development
• Ensures that the appropriate information is given and received by his/her team, to and from the other departments
• Defines the best structure for the team and changes it over time: prepares the work schedules according to each person's skills and brand developments (receptionists + welcomers).
• Leads and motivates the team to create a good working atmosphere
• Anticipates needs and organises recruitment for the team
• Carries out annual performance appraisals for team members, sets targets and helps them progress in their careers, developing their skills.
• Prepares the team's training plan and follows up implementation
• Applies and ensures application of labour legislation.
• To understand, be supportive, encourage and help all colleagues as required from time to time.

RELATION
Reports directly to the General Manager

REPLACEMENT AND TEMPORARY MISSION
Perform other related duties and special projects as required by the General Manager both within and outside the Hotel.

DIVISION: FRONT OFFICE
DEPARTMENT: FRONT OFFICE
REPORTS TO: GENERAL MANAGER