The Level Manager

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Prepares welcome cards with General Manager's Signature for VIP guests
• Coordinates with the FOM and AFOM that the highest level of service is provided to all Guests to maximize guest satisfaction
• Assists Guest Experience Manager in greeting, rooming, and sending off VIP guests.
• Ensures amenities are placed in The Level room prior to guest arrival.
• Meets and greets VIP and return guests.
• Is completely familiar with all Front Office back-up procedures in the event that any Front Services Equipment malfunctions.
• Manages The Level room availability, maximizing occupancy and yield.
• Prepares and ensures arriving guests receive the personalized welcome letters.
• Authorizes rebates and paid outs according to the limit set by management.
• Manages The Level meeting room; maximize the revenue according to service standard.
• Reviews all arrivals thoroughly a week out and on a daily basis to ensure all regular, VIP guests are recognized.
• Ensures correct set up and procedures are adhered to in the Level Lounge, providing the ultimate in service standards as per The Level Lounge P&P
• Provides high Standard of F&B Service in the Level Lounge. Ensures breakfast and evening cocktails are properly set up.
• Works closely with Kitchen and F&B Service to ensure high product and service delivery to all guests.
• Be knowledgeable in all areas of the Hotels Food & Beverage outlets and menus and trains all the The Level agents, Waiter/Waitress and Butlers.
• Be updated on well-known restaurants and entertainment throughout Myanmar and ensure all agents are trained.
• Ensures all The Level Agents are well trained on all aspects of Hotel sections, and departments in order to fulfill all guest requests and inquiries.
• Reports daily activities, guest comments and feedback to Front Office Manager
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Works with superior in the preparation and management of the department’s budget
• Controls and monitors departmental costs on an ongoing basis to ensure performance against budget. Keep expenses within the budgeted amounts for the section
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates according to delegation of authority
• Analyses the rate variance report to ensure rooms revenue control
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
• Ensures training needs analysis of The Level staff is carried out and training programs are designed and implemented to meet needs
• Provides input for probation and formal performance appraisal discussions in line with company guidelines
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
• Motivates all The Level staff by treating them equally, listening to and developing into identifying opportunities and recommendations for improving the quality of service
• Handles Guest Queries and complaints effectively and efficiently and follows up on guest satisfaction.
• Responds to guest needs and resolves related problems
• Promotes efficiency, confidence, courtesy and an extremely high standard of social skills.
• Regularly communicates with staff and maintains good relationship all the times.
• Generally promotes and ensures good inter-departmental relations.
• Displays a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
• Fully conversant with the FO 'Down Time' procedures and to carry out your role swiftly in the event of a system failure.
• Carries out other duty assigned by Assistant Front Office Manager and Front Office Manager.

SAFETY & SECURITY
• Demonstrates Awareness of occupational, health and safety (OH&S) policies and procedures
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiates action to correct a hazardous situation and notify supervisors of potential dangers
• Logs security incidents and accidents in accordance with hotel requirements

EDUCATION AND TRAINING College Degree or above

LANGUAGE Vietnamese - Excellent level, written & spoken
English - Good level, written & spoken
Spanish - knowledge is not a must but will help embody & communication of Company culture.
SPECIFIC KNOWLEDGE Computer Skills, problem solving skills, F&B knowledge
WORK EXPERIENCE IN OTHER COMPANIES (IN CASE OF EXTERNAL SELECTION) At least 3 years in international hotels in the same position.
WORK EXPERIENCE IN MELIA HOTELS INTERNATIONAL (IN CASE OF INTERNAL PROMOTION) 1 year in the same position in hotels of similar category and services.

- 13th Salary
- Cross training among Melia Hotel International
- Accommodation Allowance

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