Front Office Manager

Main role is to manage Front Office department and all functions of front of house and guest experience. This is a head department position which reports directly to Room Division Manager. The candidate must have good vision for business, professional and tactical ways of handling daily operational matters, strong ability of decision making, good role model, positive and proactive attitude, leader in providing excellent guest services. The candidate is required to have good communication skills, good English conversion skills, able to work independently and hands on experience with Int’l chain hotel PMS and Reservations systems. Candidate with International chain experience is an added advantage.
RESPONSIBILITIES:
• Managing daily reports to management and head office
• Maintain highest standards of FOH services and guest experience
• Lead role for all issues and decision making
• Manage all FOH and day-to-day operations within budgeted guidelines and to the highest standards
• Preserve excellent levels of internal and external customer service
• Identify customers’ needs and respond proactively to all of their concerns
• Lead team by attracting, recruiting, training and appraising talented personnel
• Establish targets, KPI’s, schedules, policies and procedures
• Good communication and nurture an ownership environment with emphasis in motivation and teamwork
• Report on management regarding sales results and productivity

• Proven FOH and guest experience management experience
• Knowledge of various computer software programs and hotel PMS system
• Worked with comp-set and guest survey system platforms
• Ability to spot and resolve problems efficiently
• Ability to handle and delegating multiple tasks
• Strong Communication and leadership skills with all levels
• Good eye for business opportunity, market trends and best practices
• Ability to manage personnel and meet financial targets
• High level of service mind and guest engagements
• Strong and independent mind set if need to perform task in a small working environment
QUALIFICATIONS:
• Minimum of 2 years’ experience in either 4-5 stars or small boutique hotels
• Excellent communication, people management skills and good financial acumen
• The ability to be culturally adaptable
• The ability to remain calm under pressure
• Fluency in written and spoken English
• International chain experience is a plus
• Strong local market knowledge

- Accommodation at staff house in shared room
- Free transfer from / to Sapa and Hanoi upon availability
- Working hours: 8 hours a day, 6 days per week. 16 Annual leaves per year. Contract duration: 2 years

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