Executive Assistant Manager - Phó Tổng Quản Lý

1. Overview of duties

• The job holder plans, coordinates, supervises and controls all rooms division related activities at the hotel, taking into account the 5 stars standards, guest satisfaction and cost-effectiveness. Acts as deputy to the General Manager, if/when requested, in which case he/she shall be in charge of the entire hotel operation.

2. Main responsibilities

• Checks the quality of service and satisfaction of guests daily through a strong presence in the all hotel public areas, landscaping, beach, rooms & suites.

• Daily patrols all public areas, including rest rooms, making sure that there are weekly product improvements in terms of touches and creative ideas, such as flower, scent, lighting etc.

• Regularly seeks opportunities to improve service quality in general and improve efficiency

• Detects shortcomings in the service and develops measures to address them

• Ensures that all service personnel have appropriate product knowledge and sales techniques

• Responsible for the regular training for employees and carries out trainings themselves

• Ensures a perfect condition work area with regard to cleanliness, safety in accordance with the national regulations, order, maintenance of the equipment and the service material as well as their care

• Ensures that grievances are reported to the relevant departments, such as housekeeping and technology, and that a timely resolution is made

• Ensures a well-maintained appearance of its employees including uniform

• Creates or controls all rosters, taking into account the forecasts for occupancy and events

• Together with the Finance Manager, acts as assistant to the General Manager in matters budgeting and control

• Ensures through efficient planning that a build-up of good days, vacation days and overtime is extensively avoided or these are dismantled promptly after the development

• Controls the adherence to the standards set for inventories and control, including but not limited to linen, guest supplies and chemicals, using spot checks and monthly inventories and ensuring no last minute reorders.

• Responsible for ensuring that the daily billings of the front office cashiers are created correctly according to predetermined standards

• Checks and signs all purchasing and goods requirements as asigned area taking into account the cost-effectiveness (business volume, par levels, etc.)

• Responsible for all printed matter with regard to layout, content and condition (menu cards, buffet signs, posters & flyers for special promotions, etc.), CI complies with the trademark specifications

• Responsible for the entire administrative area for group arrivals (detail agreements, function sheet creation, personnel planning, etc.)

• Monthly evaluation and commentary of departmental reports on sales and costs, submits proposals to the general manager and controller to increase sales and reduce costs.

• Creates forecasts and budgets and assist in the overall budgeting coordination

• Actively sources for new ideas on how to enhance reception welcome experience, amenities inside the rooms and upselling ideas and promotions

• Works closely with sales and revenue to ensure swift adjusting to seasonality & market demands

• Leads the development, optimization, implementation and fine-tuning of service processes

• Detects weaknesses and develops measures to shut them down or mitigate them together with the employee concerned

• Conduct regular employee interviews, document them and ensure a follow-up of the measures discussed that serve the further development of the employee

• Actively involved in the recruitment and selection process, it ensures optimal induction of new employees

• Regularly informs about the latest trends in the local area for five stars hotel

• Shows the initiative for personal development by participating in training programs (internal & external), visits to trade fairs and studying relevant specialist literature

• Need to review & reply to all guest’s complaint such as TripAdvisor, Fan Page and Facebook.

• Handle Guest comments card and address to HODs and follow up feedback.

• Month end need to complete all guest comment chart to provide to BOD.

• Performs miscellaneous job-related duties as assigned by General Manager.