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[Tru Nam Định] - Guest Operation Team Leader

TRU BY HILTONVietnam

30+ ngày trước

Mô tả công việc

Số lượng

1 Nơi làm việc

Giờ làm việc

Loại hình

Ngành nghề

Vị trí

Cập nhật

23 / 05 / 2025 12 : 26

Mô tả công việc

Location : 272 Trần Hưng Đạo, Bà Triệu, Nam Định

Position Purpose

As a Guest Operations Team Leader, you will play a vital role in overseeing day-to-day guest service operations, ensuring exceptional guest experiences, and managing a team of service attendants. The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to inspire and develop a team while maintaining high hotel standards.

Duties & Key Responsibilities

Supervising Daily Operations :

Supervise and manage the front desk and restaurant teams during the shift, ensuring high-quality and efficient service is provided.
Manage and oversee room assignments, credit checks, data backups, and master account checks as part of daily operational tasks.
Ensure proper inventory management and room arrangements according to guest reservations or preferences.
Maintain the accuracy of the hotel’s computer system, ensuring that all data is correct and equipment is working properly.
Ensure a clean and organized work area and that all operational equipment is in good condition.

Communication and Team Support :

Communicate effectively with team members, providing clear instructions and motivation.

Lead and motivate team members by offering guidance, training, and ongoing support to enhance their performance.

Ensure that staff are consistently delivering a professional, friendly service to guests.

Assist in preparing staff schedules and work arrangements, considering guest occupancy, special events, and promotions.

Handling Guest and Staff Issues :

Resolve any difficulties or issues faced by guests or staff while adhering to hotel rules and regulations.

Handle guest complaints or special requests in a timely and effective manner, informing the Guest Operations Manager when necessary.

Ensure guests’ satisfaction through prompt resolution of their concerns and follow-up actions.

Managing the Guest Experience :

Extend warm greetings to guests, listen attentively to their needs, and resolve any problems efficiently.

Ensure accurate guest profiles and reservations are maintained in the system.

Keep up to date with local area information, attractions, and services to offer guests the best recommendations.

Coordinate with other departments (Housekeeping, Engineering, etc.) to ensure the integrity and cleanliness of hotel facilities.

Cross-Department Collaboration :

Work closely with the Kitchen team to ensure smooth communication between front desk and restaurant services.

Collaborate with Housekeeping and Engineering teams to ensure hotel facilities and equipment meet high standards.

Compliance and Safety :

Ensure adherence to health and safety procedures, including fire safety, crisis management, and emergency protocols.

Participate in emergency operations when required, particularly in the absence of the Guest Operations Manager.

Training and Product Knowledge :

Lead by example, ensuring team members are well-trained on hotel products, services, and restaurant offerings.

Ensure employees understand the dietary needs of guests and can offer appropriate recommendations.

Be familiar with hotel policies, procedures, and the operating hours of all hotel services.

Additional Responsibilities :

Participate in routine meetings and other staff meetings as needed.

Ensure all front desk and restaurant operational tasks are completed in a timely and effective manner.

Assist colleagues in the Dining Room and Kitchen when necessary.

Monitor and ensure that staff adhere to grooming standards and are ready to welcome guests in the best possible manner.

Perform other reasonable duties as assigned by the Guest Operations Manager.

The department reserves the right to change or supplement the job description if necessary.

Quyền lợi được hưởng

Professional & dynamic work environment with a global hospitality leader

Competitive salary & full benefits from Day 1

8-hour shifts, 2 days off per week

14 annual leave days + paid birthday leave

Comprehensive health & social insurance from the probation period

Go Hilton – exclusive travel discounts worldwide

Yêu cầu công việc

College degree or above with good command of English (written and verbal) to meet business needs.

1 to 2 years' working experience in Front Desk or Restaurant preferred.

Fast and efficient use of computer operating systems, including Hilton's own management system.

Improve guest satisfaction with strong interpersonal skills.

Good at dealing with guest relations, able to quickly and effectively deal with all kinds of problems.

Ability to work under pressure.

Strong coordination and communication skills.

Patient with a high sense of responsibility and proactive in dealing with problems.

Strong sense of responsibility and self-motivation.

A strong team player who can work well independently.

Qualifications

College degree or above with good command of English (written and verbal) to meet business needs.

Tạo cảnh báo việc làm cho tìm kiếm này

Nam • Vietnam