Duty Manager

At the confluence of culture and business in the heart of Vietnam’s bustling capital, Grand Mercure Hanoi is an authentic, immersive experience steeped in chic contemporary style and sophistication. With culturally immersive experiences and flavours for the most discerning guests, the hotel is home to two restaurants, a lobby lounge, a rooftop bar with a glass-walled swimming pool, a lush spa, a sleek executive lounge, and several meetings and event spaces, including a beautiful, naturally-lit Grand Ballroom, making this five-star offer from Accor as practical as it is refined.

Meticulously designed to reflect Vietnamese culture and heritage, impressive architecture, subtle motifs, and characterful local style deliver a uniquely soulful experience. With rice as the main inspiration, starting at the grand entryway and peppered throughout the hotel, richly coloured pottery, handmade lacquerware, clever design patterns, delicate ceramics, and grand architecture combine to impart small and mighty details that are both tasteful and refined.

Grand Mercure Hanoi has been honored with a multitude of prestigious awards, such as Best Architectural Design in South East Asia and Luxury Heritage Hotel in Vietnam from World Luxury Hotel Awards and Indigenous/Heritage Cuisine – Global Winner, Best Locally Sourced Produce Menu in South East Asia and Most Luxurious Ambience in Vietnam for Lộc-ally from World Luxury Restaurant Awards.

We are seeking a local dynamic and experienced Duty Manager to join our team in Hanoi, Vietnam. As a key leader in our hotel's day-to-day operations, you will ensure exceptional guest experiences while maintaining the highest standards of service excellence.

• Ensure smooth operation of Front Office on a day-to-day basis by supervising/delegating duties to all staff within the section and preparing weekly roster.
• Assist Assistant Front Manager/ Front Office Manager to enforce policy, procedures, rules and regulations laid down by the hotel in order to achieve uniformity and the required high level of standards.
• Attend and conduct daily shift briefing as handovers, review/update the performance of department as well as staff, explain new directions, policies and procedures.
• Represent the Management to ensure the smooth operations and efficient operations.
• Ensure that workplace and equipment are properly maintained and in good condition at all times.
• Have close supervision recommends improvements in operation to develop better service and increase in revenue and reduce production cost.
• Planning, organizing periodical Departmental training for staff in area of courtesy, efficiency, grooming, diplomacy, and job knowledge.
• Ensure computer ‘backups’ are done at regular intervals with corresponding backup reports.
• Handle and resolve any guest complains or problems that occurred during the stay. Make a clear report on incident, accident, lost properties for Management and make sure all guests leave satisfied.
• Handle and resolve any guest complains or problems that occurred during the stay. Make a clear report on incident, accident, lost properties for Management and make sure all guests leave satisfied.
• Handles questions of charges, investigations of any guest comments and co-ordination with emergency plans.
• Arrange accommodation of overflow guests in alternate hotel(s) and arrange for their return to the hotel the following day or when conditions allow/exigencies require/justify.
• Patrol lobby area, conduct inspection of all but not limited to other guest areas in the interest of security, safety, guest relation, economy/conservation and acts, records, monitors to officer(s) concerned and superior(s) operational activities and significant events affecting units or the hotels a whole; handles lost & found matters.
• Co-ordinates with line department concerned on discrepancies in room status.
• Ensure manager’s float is maintained at a constant level as issued by accounts.
• Any other duties that may be assigned by The Management.

• Minimum of 2 years on relevant fields
• Strong knowledge of Opera PMS, Microsoft Office
• Knowledge of local laws and regulations regarding immigration
• Good interpersonal skills with ability to communicate with all levels of employees.
• Service oriented with an eye for details.
• Ability to work effectively and contribute in a team.
• Good presentation and influencing skills. 
• Excellent problem handling skills.

We are seeking of local candidate