Wink Hotel Hai Phong_Wink Coach

Responsibilities
Guest Engagement
• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests' expressed and non-expressed preferences
• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork
• Taking initiative and proactive approaches when handling guest preferences, requests and concerns
• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests
• Ensuring that functions achieve or exceed guests' expectations
• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company
• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns
Team Engagement
• Communicating all goals and results with the FOH and BOH team members
• Promoting teamwork and morale among all departments and members at all levels and functions
• Leading by example while demonstrating self-confidence, energy, enthusiasm and humility
• Identifying and recognizing outstanding individual and team performance on a continuous basis through non-traditional and genuinely encouraging reward and recognition programs
• Assisting Wink Experience Managers and Wink M Headquarters in meeting and exceeding company goals
• Ensuring that the team actively and willingly participates in job-related activities including daily briefings, weekly meetings, on-going and regular hard skill and soft skill training workshops, cross-training programs, and other engagements as required
• Encouraging that the team participates in industry and guest-related activities including networking events, self-sought education programs, acting as guide outside of the hotel function, and other innovative engagements
• Proactively collaborate with F&B team for full support and taking action as required
Financial
• Ensuring compliance with all corporate accounting procedures
• Maximizing team's productivity through arranging the roster based on hotel business demands
• Working closely with line manager to understand revenue and performance results
• Provide insightful and relevant cost-saving suggestions on a regular basis
Operations and Brand Compliance
• Ensuring arrivals and arrangements upon departure are properly executed in an efficient, friendly and effective manner
• Ensuring strict room key control system is implemented, carried out and accurately recorded in collaboration with Engineering and Housekeeping Department
• Ensuring the correct implementation of all cash-handling and credit payment procedures, according to internal software and hardware systems and local law when relevant
• Ensuring that the FOH team is knowledgeable of rates and proactively promote room sales to potential walk-in guests
• Being knowledgeable about the hotel (facilities, amenities, app, machines, etc.) and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest
• Accurately facilitating the input of all reservations including guest information and their preferences and boking history
• Ensuring rooms are allocated in accordance with guest requirements and business needs
• Monitoring all outstanding payments and liaising with Sales & Marketing and Finance & Accounting departments with integrity
• Ensuring all check-in/out procedures are implemented in accordance with established standards for maximum efficiency
• Ensuring the payment and booking policies and procedures of foreign currency exchange, credit card use, credit shells, and no-shows are adhered to
• Communicating with guests to check engagement and further needs
• Ensuring implementation of standard operating procedure and all policies & procedures related to the department
• Ensuring that all guest requests and complaints are handled appropriately while adhering to the hotel's general guidelines for service recovery
• Communicating positively to the team and following up effectively on guest feedback
• Ensuring the thorough collection and accurate recording of guest profile information
• Providing a safe working environment in compliance with the company's set safety programs
• Being responsive, warm, proactive, friendly and provide personalized approach on every means of communications channels with the guests, such as: phone, devices, tablets, chat messages like whastapp, zalo, viber, etc.
Collaboration with F&B team
• Assisting Area Operations Manager to operate F&B function to maintain the highest possible seat covers and average check through suggestive selling and periodic F&B promotion if applicable
• Being responsible for assigned F&B sections including providing dining area set up, preparing the mise en place, checking the food and drink quality before serving to the guests
• Taking orders and delivering of food/beverages to the guests are properly executed in an efficient, friendly and effective manner
• Clearing and re setting the dining areas to ensure the place is well organized and clean at all time
• Assisting the Area Operations Manager to maintain safe, secure, and healthy environment by establishing, following, and enforcing sanitation standards and procedures as well as food safety
• Regularly organizing team briefing to share related information regarding to bookings, events, special requests, unavailable items, and other matters
Other Responsibilities
• Understanding and continually updating relevant policies, procedures and service delivery standards of this position
• Understanding and continually updating Human Resource policies, procedures and code of discipline while promoting management, team and cross-department support, leadership, professionalism and good relations
• Performing other related duties and functions assigned by the Wink Experience Manager