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.

BUSINESS SEGMENT

Real Estate

PLATFORM

Operating Division