[Vinh] Front Office Leader

What Is Your Role
Lead daily Front Office operations to ensure every guest receives a consistent, welcoming, and efficient experience across all Modern Village Lifestyle properties.
Develop, coach, and monitor Front Office teams to maintain service standards, improve guest satisfaction, and support business performance.
What Will You Do
1. Guest Experience
Oversee check-in, check-out, and guest interactions to ensure smooth, accurate, and personalized service.
Resolve guest concerns promptly and professionally, turning service issues into positive guest experiences.
Provide guidance on property facilities, services, promotions, and local recommendations to enhance guest satisfaction.
2. Front Office Operations
Coordinate daily staffing, shift assignments, and task distribution to ensure seamless operations.
Monitor reservations, room allocation, guest requests, and operational records to maintain accuracy and efficiency.
Ensure Front Office areas, equipment, and workstations are organized, functional, and guest-ready at all times.
3. Training & Capability Development
Deliver onboarding and operational training for new team members, ensuring readiness before independent shifts.
Conduct refresher training, coaching sessions, and service enhancement programs to continuously improve team capability.
Identify skill gaps and create practical development plans to strengthen service delivery and operational knowledge.
4. Performance Management
Monitor individual and team performance through guest feedback, service quality indicators, and operational audits.
Provide regular coaching, feedback, and corrective guidance to improve productivity and service consistency.
Support performance evaluations and recommend recognition, development actions, or improvement measures when required.
5. Service Quality & Standardization
Ensure Front Office procedures, policies, and service standards are applied consistently across assigned properties.
Conduct routine quality checks and operational reviews to identify gaps and implement improvements.
Drive consistency in guest experience, communication standards, and problem-solving approaches across locations.
6. Financial & Administrative Control
Verify daily reports, cash transactions, and payment records to ensure accuracy and compliance.
Monitor operational documentation and report discrepancies or risks promptly.