Novotel Đà Nẵng

• Ensure professionalism and accuracy with information and billing during guests’ arrival and departure.

• Achieve an accurate and logical work sequence.

• Follow procedures for cash and security at Front Desk.

• Ensure reservations have correct tariffs and up-selling techniques.

• Ensure messages are accurate and passed on promptly.

• Provide business corner services as required, with correct charges posted to guests.

• Positively respond to all queries (both internal and external), redirect to departments as required.

• Maintain a positive selling approach to optimize yield in both occupancy and rates.

• Contribute to cost control through energy conservation, correct storage of all materials, and use of equipment per operating standards and manufacturers’ specifications.

FINANCIAL RESPONSIBILITIES

• Assist in the development of the Annual Business Plan and Financial Budget, use this as a guide to controlling expenditure during the financial year.

• Facilitate the smooth running of the department through adequate and timely supply of materials and equipment.

• Adhere to the department budget through use of the Purchase Order System and inventory controls.

• Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards

CUSTOMER SERVICE

• Ensure that the Department establishes and maintains an ongoing quality service improvement programs through use of Qualivision and hotel guest questionnaires.

• Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests.

• Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service.

• Answer all correspondence and enquiries received during the working of receipt; maintain good public relations with customers.

• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

• Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible, encourage staff to use initiative.

• Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback.

OTHER

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.

• Attend training programs and meetings as directed to constantly improve skills and knowledge.

• Abide by Accor policy on EEO and Harassment in the workplace.

• Follow the expectations and guidelines outlined in the Accor Employee Handbook and the Hotel Staff Handbook.

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

• Any other reasonable request as required by your supervisor or Hotel Management

HUMAN RESPONSIBILITIES

• Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.

• Create a team that works together with trust and takes responsibility to meet the goals of the department / hotel.

• Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.

• Implement Accor policy on EEO and Harassment in the Workplace according to guidelines insuring employees are provided with a workplace free of discrimination, harassment and victimization.

• Develop and implement with Supervisors, strategies to minimize staff turnover.

• Appraise staff performance utilizing the Accor performance review system, ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required.

• Ensure staff presentation is consistent with uniforms correctly presented; name badges worn.

• Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the hotel.

• Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.

• Ensure all new staff are inducted into the team, department and hotel in the first week of their employment following guidelines.

TECHNICAL AND RESPONSIBILITIES

• Log and inform your Supervisor of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.

• Complete all duties, and ensure a concise hand-over.

• Follow guidelines outlined in the Accor Brand Standards Manual, Departmental Service Standards & Procedures Manual, and Accor Policy Manuals.

• Thẻ phúc lợi dành cho nhân viên cung cấp mức giá chiết khấu tại Accor Hotels trên toàn thế giới.
• Phát triển tài năng của bạn thông qua các chương trình học tập của Academy Accor.
• Phụ cấp ăn trưa, đồng phục, gửi xe miễn phí tại hầm gửi xe của khách sạn.

• Diploma in Tourism/ Hospitality Management.
• Minimum 2 year of relevant experience.
• Ability to use Opera system will be an advantage.
• Excellent reading, writing and oral proficiency in English language.
• Proficient in MS Excel, Word, & PowerPoint.