Assistant Front Office Manager

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

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 and Microsoft Office
• 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