As Duty Manager, oversee the daily operations of the Front Office to ensure seamless, personalized service that consistently exceeds guest expectations. Maintain InterContinental brand standards and service behaviours while ensuring efficient and engaging guest interactions from arrival to departure. Create memorable guest experiences through personalized welcomes, attentive service, and professional handling of guest issues and emergencies. Maintain a well-presented lobby environment and foster strong collaboration across departments while leading and developing the Guest Service team.

Guest Experience & Lobby Presence

Create a welcoming and engaging atmosphere in the lobby and reception area at all times.
Personally welcome arriving guests and ensure a seamless arrival experience for both in-house and visiting guests.
Personalize guest interactions throughout the service process to make each visit memorable.
Identify opportunities to delight guests through thoughtful gestures and personalized service moments.
Ensure guests receive prompt recognition and attentive service from arrival through departure.
Conduct management farewells when possible and gather guest feedback upon departure.

Guest Recognition & Personalization

Implement consistent guest recognition programs and maintain accurate guest history records.
Utilize guest profiles and preferences to curate personalized experiences.
Maintain up-to-date knowledge of hotel facilities, services, and activities in the Halong Bay area to provide accurate recommendations.
Ensure all Front Office colleagues are informed and updated on relevant hotel activities and guest preferences.

Arrival & Departure Management

Ensure seamless arrival and departure experiences for both FIT and group guests through proper planning and coordination.
Assign responsibilities across Front Office teams to support smooth operations.
Complete room assignments in advance, prioritizing VIP guests and IHG Rewards Members while considering guest preferences.
Minimize room changes and back-to-back room moves where possible.

Guest Communication & Issue Resolution

Ensure guest calls and emails are handled promptly and professionally, following the “three rings” telephone standard and the “12/24-hour” email response standard.
Resolve guest concerns immediately and implement service recovery actions when necessary.
Follow up on guest issues to ensure satisfaction and escalate to senior management when required.
Accurately record all guest incidents, resolutions, and follow-up actions in the FCS-Solution system.

Feedback & Service Improvement

Share guest feedback across departments to prevent service gaps and improve the overall guest experience.
Monitor and investigate low guest satisfaction scores and social media reviews related to Front Office services.
Implement corrective actions and preventive measures to enhance service delivery.
Ensure important guest notes and feedback are properly documented and accessible to relevant departments.

Financial & Administrative Control

Ensure compliance with Vietnamese regulations and resort policies related to financial records, cash handling, and licensing.
Manage proper cash handovers between shifts and oversee cash borrowing procedures for reception staff in accordance with Finance regulations.
Approve rebates, room upgrades, and special amenities within authorized empowerment levels.
Monitor guest credit limits daily and address excess balances promptly.
Maintain strict control over Posting Master accounts and ensure timely closure with proper documentation and approvals.

Safety, Security & Compliance

Maintain strict control over resort master keys assigned to Front Office staff and report any loss or damage immediately.
Coordinate with the Security Department regarding guest or staff accidents.
Manage Lost & Found items in accordance with hotel policies and maintain accurate records.
Address guest room double-lock situations promptly and implement service recovery when required.

Emergency & Crisis Management

Be fully familiar with Crisis Response Team procedures as outlined in the IHG Crisis Manual and local authority guidelines.
Manage emergencies including medical incidents, fire alarms, bomb threats, evacuations, power outages, and system failures.
Facilitate reporting and investigation of guest or employee injuries and incidents and recommend preventive actions.

Night Operations & Reporting

Oversee night operations to ensure guest and staff safety during minimal staffing hours.
Ensure night audit procedures are completed accurately and resolve discrepancies when required.
Prepare and distribute daily operational reports with accurate and timely information.

Team Leadership & Development

Lead, train, and motivate the Guest Service team to deliver exceptional service aligned with InterContinental standards.
Ensure team members clearly understand their roles, responsibilities, and performance expectations.
Conduct daily briefings and provide ongoing coaching to maintain high service standards.

Special Situations & Guest Safety

Manage “24-hour Do Not Disturb” situations according to resort procedures to ensure guest safety.
Activate appropriate emergency protocols when necessary while maintaining guest privacy and comfort.

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Duty Manager - InterContinental Halong Bay Resort