Duty Manager - Quản Lý Trực CaCapella Hanoi Hotel

Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
Oversee and manages the daily operations of the Front Office and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long lasting guest loyalty.
Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
Lead the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings.
Assists the higher management in updating the Standard Operating Procedures in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
Monitor and control monthly departmental expenses and support the higher management in Rooms Division budget and forecast report.
Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions. Liaise with Credit Manager on credit check report on a timely basis.
Provide technical expertise and knowledge of the PMS (e.g. OPERA) system to all colleagues. Supervises, support and coach team members on system functions as required.
Monitor daily room reservations, ensure that room assignments and room readiness prior to guest arrivals. Promote cross selling of hotel's offer and upsell of rooms to maximise revenue generation opportunities.
Oversee personalize check-in and personalize check-out procedures, ensure that all VIPs and special attention guests are greeted promptly by management upon arrival.
Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
Coordinate with Training Manager on standard testing, identify training needs and provide guidance to improve team members' performance.
Mentor and guide individual team members' growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
Foster a positive working environment for all team members and check in regularly to ensure team members satisfaction and maintain strong working relationships within the. Give praises and encouragements for good performances.
Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
Assist in shift coverage in absence of Night Manager and or team members when necessary.
Assists in recruitment activities such as interviewing new talents for the departments and succession planning.
Plan and rosters according to business level to optimize resources. Perform administrative tasks such as medical and annual leave approvals.