Assistant Member Service Manager - Hanoi

FUNCTIONAL OBJECTIVE:
Achieve 5 star rating in customer care and facilities management while assisting to maintain cost efficiencies for operational budgets. Actively participate in staff retention and development. Achieve Company profit targets through innovative retail products and services.
REPORTS TO: Member Service Manager
KEY RESPONSIBILITIES:
Team Development
- Assist to recruit, hire, counsel, supervise and motivate development and discipline of staff;
- Organize efficient work schedules and meetings with own team for updates and functional training on a consistent basis;
- Achieve minimal staffing targets and staff retention while maximising productivity;
- Propose and contribute ideas to staff development program at all times;
- Ensure team has active involvement in Daily Staff Line-up Program.
Customer Service
- Drive customer service training and procedures, audit on a consistent basis;
- Manage high level of customer satisfaction by ensuring their needs and requests are attended to in a timely manner;
Spend a minimum of 2 hours at Reception Desk during peak hours
- interact with members and guests; observe staff interaction;
- Achieve Club efficiencies by proposing Policy and Procedural improvement;
- Ensure procedures and systems are practiced within the scope/requirement of the Company;
- Plan and execute Member Retention programs - eg Happiness Fund management.
Facilities Management
- Maintain 5 star standard facilities through auditing, feedback and reporting;
- Ensure Daily Club Audits are conducted and filed accordingly;
- Direct and train in-house and vendor supplied cleaners;
- Ensure maintenance checks are conducted and issues handled in a timely manner;
Ensure safety of staff and members are in order at all times
- train and prepare for incidents, injuries;
- Conduct and report stock take of supplies and products.
POS and Agreement Management
- Ensure Marketing promotions are accurate and adhered to as per Company policies and standards;
- Manage, train and audit staff and system to ensure 100% POS accuracy;
- Manage and report all payment methods and discrepancies;
- Ensure Agreement policies and procedures are adhered to at all times, report missing agreements to relevant departments.
Cost and Budgetary Management
- Assist to source and compare vendors and manage purchase ordering processes and controls;
- Discuss budgetary needs with Manager for more efficient control;
- Propose and initiate ideas to do more with less - without lowering service standards.