[Vinh] Front Office Leader

Mô tả công việc

Địa điểm làm việc: Thành Phố Vinh, Nghệ An

Mô tả công việc

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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Yêu cầu

What Will You Bring

• Professional Expertise

Minimum 2 years of experience in Front Office, Guest Services, or Hospitality Operations, including leadership responsibilities.

Strong understanding of Front Office procedures, guest journey management, and hospitality service standards.

Experience in training, coaching, and developing frontline service teams.

Ability to analyze operational performance and implement practical improvements.

Proficient in hotel systems, Microsoft Office, and operational reporting.

• Behavioral Capabilities

Strong leadership and team coordination skills.

Effective communication in both Vietnamese and English; an additional language is an advantage.

Calm and confident decision-making when handling guest concerns and operational challenges.

Quyền lợi

What We Offer For You

Strategic Impact: A unique opportunity to demonstrate leadership and vision by scaling a sustainable, reputable business into a leading hospitality group.

Competitive Compensation: Including a 13th-month salary and a performance-based annual bonus scheme.

Growth & Development: Bi-annual performance reviews focused on career progression within the Group.

Lifestyle Benefits: 12 days of annual leave, a 30% employee discount across our portfolio, and a dedicated budget for your professional laptop.