Cluster Director of Room

Situated on one of the most charming beaches of Phu Quoc island, only 10 minutes from the airport, Novotel Phu Quoc Resort is a natural paradise overlooking the Gulf of Thailand.

The Resort provides multiple choices of rooms for family, couples, groups, and individual travellers with 246 spacious and comfortable rooms set in the main building, perfect for those chasing the contemporary design, whilst natural beauty seekers can opt to stay at our beautiful 120 bungalows located in the tropical garden or with ocean view and access to the beach.

Cuisine means discovering new tastes, and our Ex-Chef proposes a mix of traditional and modern with dedicated cooking methods. Seafood restaurant lets you explore the island’s speciality; our Seafood platter is a signature dish known for its umami flavour, ideal for sharing with family or friends.

From dawn to nightfall, discover moments and experiences to entice and delight, whether savouring a delicious cocktail at Ocean Bar while watching the sunset, lying down by the Infinity Pool steps from the beach or kayaking to immerse yourself in the beauty of sunrise.

Novotel Phu Quoc Resort loves families and has an exclusive children’s policy, complimentary for up to 16 years old if sharing the rooms with parents. We also propose various activities and services that satisfy all ages and make every moment matter for the family.

“Children Activities Program” delivers various choices to attract and retain children based on the four essential fundamentals: Discovery, Artistic, Connection and fun, and Event. Furthermore, with the unique “Kid’s Care” service, the parents will have more opportunities to enjoy their “me time” as it welcomes all the children from 5 to 11 years old during specific times of the day. Our propaganda is Happy children, happy holiday.

Like a hidden pearl, In Balance Spa is where guests will find their sense of rejuvenation through various treatments and massages. Besides that, there are well-equipped fitness centres and tennis courts for those who want to stay in shape.

Set a mission of providing a complete holiday; the All-Inclusive concept is created to give credit full right to enjoy an authentic vacation free of stress. With this package, guests can eat and drink anywhere, any time, starting from 06:30 AM until 11:00 PM. Free wide range of activities for adults, kid and family. Not to mention, more benefits are included, starting from a minimum of 07 nights. We invite you to explore our special offer section to discover our All-Inclisive.

The Resort is also perfect for MICE as our ballroom can accommodate hundreds of people, and the wide sandy shore is ideal for team building. For those couples who wish for a dream wedding, whether it is a stylish wedding in the ballroom, a barefoot wedding on the beach, or a fabulous reception under the stars, we’re delighted to be a part of your event.

Primary Responsibilities

Business Performance

• Prepare and analyze monthly P&L and month-end reports, identify deviation from business plan goals

• Work with the Finance in the preparation and management of the department’s budget and financial forecasts

• Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department

• Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals

Front Office Operation

• Tour hotel daily, audit team members’ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed

• Conduct line-ups, review all information pertinent to the day’s business

• Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business

• Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues

• Analyze market trends and review clientele to work on upsell opportunity to increase the hotel’s revenue

• Monitor and handle guest complaints in an expedient and effective manner

• Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures

• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory

• Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.

Team Management

• Plan for future staffing needs

• Interview, select and recruit direct reports

• Identify and develop team members with potential. Mentor and train appropriate employees for upward growth

• Conduct performance review with the team

• Constantly monitor team members’ appearance, attitude and degree of professionalism

• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

• Prepare payroll and gratuity reports

• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

• Be well versed in hotel fire & life safety/emergency procedures

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in the overall Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

Profile

Knowledge and Experience

• Degree in Tourism & Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint
• High degree of professionalism with sound human resources management and business acumen capabilities

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times