Assistant Front Office Manager - Melia Ba Vi Mountain Retreat

Descripción del empleo

Mission: you will serve as the right hand to the Front Office Manager, ensuring the smooth daily operation of the Reception, Guest Relations, and Bell Desk teams. You will act as a primary point of contact for our guests, ensuring their journey from arrival to departure exceeds Meliá’s high standards of personalized service. You will also play a crucial role in training, motivating, and guiding the Front Office team to achieve operational excellence and departmental revenue goals.  What will you have to do: Guest Experience & Operations • Oversee daily Front Office operations, ensuring seamless check-in, check-out, and guest assistance in compliance with Meliá brand standards. • Act as the Duty Manager when required, taking ownership of the property’s operations during shifts. • Anticipate guest needs, handle VIP arrivals, and ensure personalized experiences for our premium and loyalty program (MeliáRewards) guests. • Promptly and professionally resolve guest complaints, turning challenges into opportunities for guest recovery and satisfaction. • Maintain a strong presence in the lobby, actively engaging with guests to gather feedback and build relationships. Team Leadership & Development • Assist the FOM in recruiting, training, scheduling, and evaluating Front Office staff. • Conduct daily briefings to communicate VIP arrivals, daily events, resort occupancy, and upselling targets. • Foster a positive, collaborative, and empowering work environment that encourages team growth and minimizes turnover. • Ensure all team members are fully trained on Opera PMS, emergency procedures, and brand service guidelines. Financial & Administrative • Drive departmental revenue by leading and incentivizing upselling programs (room upgrades, F&B, spa, and wellness packages). • Monitor daily room inventory, rate variances, and billing accuracy to maximize room revenue and ensure flawless financial auditing. • Assist in preparing weekly and monthly departmental reports. • Collaborate closely with Housekeeping, Engineering, and F&B to ensure room readiness and the fulfillment of special guest requests What we are looking for:  • Experience: Minimum 2-3 years of supervisory or management experience in the Front Office department of a luxury 4 or 5-star hotel/resort. • Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field. • Languages: Fluent in Vietnamese and excellent command of English (written and spoken). Additional languages are a plus. • Technical Skills: Proficiency in Hotel Management software (Opera PMS is highly preferred). • Personal Attributes:  • Exceptional communication, interpersonal, and problem-solving skills. • Impeccable grooming and professional presentation. • Ability to remain calm and decisive under pressure. • Flexibility to work varied shifts, including weekends, holidays, and nights as required by operational needs.

Requisitos