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Resident Services Supervisor

2 months ago

Ho Chi Minh City, Vietnam Keppel Land Limited Full time

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.
- 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.

JOB REQUIREMENTS
- 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.

BUSINESS UNIT

Keppel Land Limited

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