L7 West Lake Hanoi

1. Guest Service:

• Handle guest complaints immediately and escalate to a senior employee when necessary.
• Readily accept compliments and criticism from guest.
• Carefully observe and anticipate guest needs. Create a comfortable environment by engaging in pleasantries.
• Be responsible for the promotion of guest-oriented service and maintain perfect knowledge of services offered by the hotel.
• Create an exceptional and personable arrival and departure experience for each guest
• Offer and assist with luggage handling for each guest.
• Keep informed on various transportation services including airport shuttles and limousines.
• Follow item storage standard and procedures.
• Knowledgeable with banquets and other events/functions on property.
• Keep informed on the status of the hotel to be well-prepared for any customer inquiry.
• Perform all tasks in compliance to the manual and the Standard Operating Procedure (SOP).

2. Facility Management, Cleanliness and Safety:

• Maintain and comply with sanitation, cleanliness, fire prevention, and health and safety standards.
• Report any damage to Bell facilities and fixtures for any damage or safety issues. Contact relevant department for repairs and maintenance, if necessary.
• Maintain the availability, cleanliness and tidiness of stationery and other items at Bell desk.
• Maintain thorough knowledge of equipment and devices used by guests and employees. Assist as needed.
• Be respectful of company property. Place and use business materials and equipment in an appropriate manner.

3. Others:

• Follow the company's brand standards and code of business conduct.
• Ensure that the entrance is manned at all times and summons taxis and limousines for guests and patrons.
• Prepare daily briefing sheet, ensuring that cross-check is completed for group departures.
• Fly the flags each morning, depending on weather conditions, in correct order, and bring down each evening.
• When working a night shift, liaise with all other staff member to ensure that all guest services are handled efficiently and courteously.
• Keep informed of the company's values and ideal conduct. Act accordingly.
• Pursue the operational goal by carrying out all assignments tasked by a senior employee.
• Attend necessary training sessions as required by a training manager in accordance with any training plans.
• Maintain positive and productive working relationships with other employees and departments.
• Adhere to hotel grooming standards at all times.
• Use professional and polished language in all written and oral communication.
• Lead with passion and enthusiasm with a commitment to excellence and a creative approach.
• Dedicated to creating personalized experiences and lasting memories for our guests.
• Ensure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profits.
• Follow department policies, procedures and service standards.
• Follow all safety policies.
• Stand for an extended period of time or for an entire work shift.
• Maintain proper posture while at the desk and work area.
• Enter and locate work-related information using computers and/or point of sale systems.
• Other duties as assigned.

• Attractive salary & benefit package.
• 02 months of probation with full salary.
• Insurance package.
• Clear career development plan with many engaging training courses (local & international).
• Duty meal provided by hotel.
• Annual helpful training courses (local & international).
• Wonderful working environment with professional team.

QUALIFICATIONS

• Education: Bachelor’s degree or higher in related field preferred.
• Experience: Minimum 1-year Bellman/Doorman experience at a luxury hotel preferred.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Must show understand of, and proficiency in, hotel facilities and guest rooms.
• Must be detailed oriented, have good customer service skills, and be able to lift heavy items.
• Must have excellent communication skills. Must be able to receive instructions and make reports with accuracy.
• Receptive to constructive criticism.
• Must be knowledgeable about applicable laws regarding the operation of hotels and restaurants.

• CV attached with recent photo