Assistant Front Office Manager

Fairmont Hanoi has officially opened its doors in the heart of Vietnam’s capital, marking the debut of the Fairmont brand in the country. The 241-room luxury hotel draws inspiration from the artistry of Vietnamese lacquer, blended with the rich tones of traditional culture and the elegance of Indochinese design from the French colonial era, alongside motifs influenced by Vietnam’s dynasties.

Positioned as an urban resort, Fairmont Hanoi offers a distinctive collection of experiences, including eight dining and bar venues featuring a rooftop terrace, two indoor and outdoor swimming pools, a state-of-the-art fitness centre, and a dedicated wellness floor with an immersive spa and bathhouse.

For corporate and social gatherings, the hotel features three ballrooms, highlighted by a 1,100m² grand ballroom, along with nine versatile meeting rooms, establishing it as a premier destination for meetings, conferences, and events.

Fairmont Hanoi is set to become the city’s new social epicentre, where luxury, culture, and community converge.

As Assistant Front Office Manager at Fairmont, you will play a key leadership role in delivering exceptional service and creating memorable guest experiences. You will oversee daily front office operations, support the team, and uphold brand standards to ensure smooth and efficient check-in/check-out processes, guest satisfaction, and colleague engagement.

Responsibilities

Guest Experience & Service Excellence

• Ensure seamless arrival and departure experiences for all guests
• Handle VIP arrivals, guest complaints, and service recovery professionally
• Monitor guest satisfaction scores and implement improvement strategies
• Lead by example with a presence at the front desk during peak hours

Team Leadership & Management

• Supervise, coach, and train front office colleagues, including Front Desk, Concierge, and Guest Relations
• Assist with team recruitment, roster scheduling, and performance reviews
• Foster a positive and collaborative team environment aligned with Fairmont’s values

Operations & Financials

• Ensure compliance with company policies, SOPs, and brand standards
• Manage room inventory and coordinate with Reservations and Housekeeping
• Support Front Office Manager in budget preparation and cost control for the department
• Monitor upselling efforts and maximize revenue opportunities

Administrative & Reporting

• Act as Front Office Manager as required, taking charge of the property in the absence of senior leadership
• Respond promptly to guest incidents, emergencies, and service disruptions
• Coordinate effectively with other departments to resolve issues and optimize operations
• Maintain accurate records and report all significant events to management

Knowledge and Experience

• Degree or diploma in Hospitality Management or related field
• Minimum 1 year of experience in a same Front Office role in a luxury hotel
• Proficient in Opera PMS, Alice, and other systems
• Fluent in English, both verbal and written
• Flexible working shifts, weekends, and holidays as required

Competency

• Guest-oriented and customer focus service minded
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to handle multiple priorities
• Courteous and helpful
• Comfortable working in a dynamic and multicultural environment