MAIN DUTIES:
Administration
• Delegate to, supervise all staff within the Department, and assist them in preparing work schedules.
• Conform to and enforce policies, procedures, rules, and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service.
Financial and Revenue Responsibilities
• To handle and resolve all guest queries and complaints in an efficient manner and to establish an amicable Relationship with all clients, customers and guests of the Hotel.
• Through close supervision recommend improvements and changes to the operation of the Department, especially concerning creating better service standards, increasing revenue and reducing costs.
Training and Human Resources Management
• Have a good relationship with all colleagues.
• Well- groomed and proper uniform presented during the duties. Follow the 3 Sofitel Values and 5 keys of luxury
• Plans and organizes regular Departmental training for all staff, especially new staff, paying particular attention to courtesy, efficiency, service standards, grooming, diplomacy and actual job knowledge.
Guest Service Responsibilities
• Welcome/ Assist Guest
• Have a detailed working duty and training plan for department in compliance with standards of Hotel.
• Fulfill duty within authorization, ensure proactive principle but have to stay in line with regulations and standards.
• Maintain a good relationship with team members in order to draw a precise development plan for each individual, which will result in a strong team, quick in reaction and an united team following a five- star standard Hotel.
• Skillful in using equipment and tools related to fire extinguisher, protection and rescue.
• Knowing the Hotel map and exit plan in emergency case.
• Ensure the adherence of staff in terms of Hotel standards and regulations; checking on daily report from the Shift Leader to immediately ensure effective solution.
• Have an in- depth understanding of Vietnamese law, hotel regulations and rules.
• Transparently and strictly remain in compliance with regulations and rules when dealing with disputes between customer and Hotel staff.
• Be proactive in duty and be aware of all ongoing activities within and outside of the Hotel.
• Secure premises by regularly monitoring equipment regarding fire detected system and other related labor safety system in the Hotel.
• Secure the safety, well- being of all personnel, customers, guests, clients and Hotel by cooperating with related Vietnamese local companies and organizations.
• Cooperate with all departments in order to efficiently report daily surveillance activities to Management of the Hotel in time.
Miscellaneous
• Guest room safety box SOP
• Fire fighting/ Evacuation SOP
• Key control SOP
• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.
