Personality & Ethos
• Process- oriented, detail- minded, organized
• Resilient to adversity, adaptable to change
• Embraces and drives “Wink” personalization, brand and culture
• Demonstrates self- esteem, self- management, integrity and honesty
• Passionate about customer service orientation
• Navigates short- term and long- term planning simultaneously
• Thrives in fast- paced, changing environment
• Able to stay calm and positive under pressure
• Embraces diverse cultures and being a team player
• Self- motivated, proactive, and takes initiative
• Analytically minded, decisive, creative and thoughtful problem- solving
• Clear, confident in all means of communications
• Multi- tasker; manages time and prioritizes effectively
• Accountable, responsible, reliable
• Able to cascade and explain information in a precise and easy- to- understand way to lower team members
Responsibilities
• Welcoming each guest and visitor- whether in- person or online- in personal, friendly, professional manner. Making sure each guest is taken care of by one of your Guides/colleagues or yourself directly
• Naturally proactive and takes initiative in engaging with guests, observing explicit and implicit needs, and take care of them on an individual, daily basis
• Developing new ideas for creative and cost- effective guest amenities. Follows budget and submits purchasing requests for new and replacement items as needed and approved by AOM
• Creates budgeted, planned, creative planning for specific guest experience
• Being responsible for the operations of the Front Office and Food & Beverage section at Wink space including staff training and shift scheduling. Coordination with fellow managers in respective departments
• Fulfilling daily guests’ requirements and arranging meetings, greetings, meals, events, etc. together with Director of Wink Experience/Area Operations Manager
• Acting as personal liaison for all guests for special requests and arrangements
• Creates personalized, engaging, playful experience for individual guests + small daily touchpoints for all guests.
• Having an extensive and intimate knowledge of Vietnam and hotel’s local areas and neighborhoods. This includes modes of transportation, restaurants, bars, clubs, retail, sightseeing, arts and cultural activities, cultural pragmatics and practices. All recommendations must appear to be personal and insightful
• Coordinating all special guest requests with housekeeping, front desk, reservations, sales and other departmental senior leaders
• Using Wink Experience Blueprint to create tangible and clear acts of service, to be implemented by Wink Guides, fellow colleagues and yourself. Using brand standards to develop key touchpoints
• Monitoring room blockage and ensuring that guests’ requests and preferences are met upon check- in and check- out
• Creating memorable, personalized, unique guest experiences for each hotel guest and visitor, using available resources, planning strategic and spur- of- the- moment experiences, and demonstrating to team exemplary behavior of a Wink Super Guide
