Resident Services Supervisor, Sedona Suites HCMC
JOB DESCRIPTION
- Supervise the front office to ensure that they are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction.
- Ensures smooth, efficient and professional operation of all front office operations. Ensures that all procedures and policies are in place and followed.
- Ensures smooth check-in and check-out of all guests through proper handling of guest accounts. Owns any guest requests and problems and satisfies their needs within acceptable guidelines. Performs all front desk functions when needed.
- Leads by example: Provides a gracious and aggressive hospitality towards all customers. Adheres to all policies, procedures and standards.
- Assists all associates with questions and problems which might occur.
- Remains at front desk during peak hours to ensure efficient and smooth service is provided to all guests.
- Creates a productive and positive atmosphere; have a professional relationship with all associates and other departments.
- Empowers all associates to provide outstanding service by using their empowerment guidelines. Seeks out and solves problems.
- Audits all work for accuracy and consistency on a regular basis. Coaches and train staff when appropriate.
- Complete work or special projects as assigned and makes sure due dates are met.
- Works together with staff on the same level; trains and retrains on aggressive hospitality skills, technical skills and communication skills.
- Stays informed of sales strategies, packages, promotions, and discounts; knows how they relate to other departments and how they are to be handled.
- Develops a thorough knowledge of products-hotel rooms, type of rooms, amenities, services of hotel, brand standards etc.
- Develops knowledge of frequent guests and their special requests and needs. Controls costs effectively to meet budget guidelines.
- Carries out, within capability, all reasonable requests by management. Arrives to work on time. To work as a Receptionist when needed.
- To organize working shifts, oversee the operations of Receptionist.
- To directly handle all complaints of guests that are beyond competence of staff.
- To take care of guests during their stay as well as during check-in, check-out procedures.
- To manage subordinates including Receptionists, Concierge team to ensure the highest quality service.
- To support Head of Department in monitoring, encouraging staff.
JOB REQUIREMENTS
- Education: Graduate in Hospitality Management or Equivalent, had previous exposure in customer service industry.
- Language: English / Vietnamese.
- Computer: Microsoft office.
- Experience: Minimum two years of hotel in the position.
- Be flexible to work right from the mornings till late nights.
- Be required to work in rotational shifts at times.
- Using computers to keep records, process payments, and other tasks, comfortable with the software the hotel uses.
- Displays aggressive hospitality communicates well with others, good organizational skills.
- Has a great eye for detail.
- Flexible and has what it takes to get the job done.
- Well presented, well-groomed.
- Must be a self-starter and be able to work with minimum supervision.
- Possesses a total commitment to guest satisfaction.