Giám Sát Dịch Vụ Khách Hàng/ Supervisor Concierge

* Operations Management
- Supervise the daily operations of the Concierge and Bell Service teams, ensuring full compliance with 5-star service standards.
- Assign tasks, monitor performance, and evaluate team members during each shift.
- Ensure the lobby area, concierge desk, luggage counter, and storage rooms are always clean, organized, and guest-ready.
- Monitor and control all baggage handling, parcel and document delivery, and guest belongings transactions.
- Coordinate closely with the Security Department to monitor luggage, vehicles, and guest movements.
- Ensure smooth operation of transportation, taxi, limousine, car rental, tour arrangements, and external service providers in accordance with contracts and resort policies.
* Guest Services
- Welcome and assist guests with a friendly, professional, and courteous attitude.
- Ensure all guest requests, inquiries, and feedback are handled promptly, accurately, and with personalized attention.
- Stay updated on local attractions, restaurants, shopping areas, events, and entertainment options to provide informed recommendations.
- Assist guests with restaurant reservations, tour bookings, flight arrangements, transportation, spa appointments, and other special requests.
- Supervise and ensure that VIP, VVIP, and repeat guest arrivals/departures are handled according to brand and resort standards.
- Monitor and record Service Recovery actions for any guest complaints or service failures related to Concierge operations.
* Human Resources & Training
- Assist in recruiting, training, and mentoring new team members.
- Participate in shift briefings, sharing updates on VIP guests, events, and daily operations.
- Monitor compliance with hotel policies, SOPs, grooming standards, and professional behavior of all staff members.
* Administration & Reporting
- Control and maintain working equipment such as luggage trolleys, name boards, keys, radios, and internal telephones.
- Verify and approve vehicle usage reports, third-party service expenses, and payment requests according to resort procedures.
- Coordinate with the Accounting Department to manage cash float, receipts, and vouchers related to outsourced transportation or tour services.
* Safety & Security
- Ensure all guest luggage and belongings are handled safely and documented properly following handover procedures.
- Supervise the safety procedures of vehicles operating in the guest pick-up and drop-off areas.
- Immediately report any incident, loss, or accident to the line manager.
- Ensure staff are well-trained and familiar with emergency response and fire safety (PCCC) procedures.