Reception Team Leader

1. Job Description

a. Operations Management

Arrange shifts and allocate manpower based on occupancy, group bookings, and peak hours.
Control check-in, check-out, cashiering, and booking handling procedures.
Monitor cash flow, receivables, shift reports, and minimize financial errors.
Coordinate with Housekeeping, Sales, other functional departments, and Engineering to handle arising issues.

b. Service Quality Management

Supervise service attitude, professional appearance, and English communication skills.
Directly handle complex complaints, VIP guests, and OTA complaints.
Work with Management to monitor online ratings (Booking, Agoda, Google, etc.) in coordination with Sales and Customer Service teams.

c. Training & Staff Development

Directly train new front office cashiers according to training programs.
Coach front office staff with weak professional skills or foreign language ability.
Evaluate staff competency after training (tests, practical assessment, shift shadowing).

d. Reporting & Improvement

2. Authority

Coordinate with Management to assign shifts and arrange shift swaps within the team (if any).
Propose rewards and performance deductions for front office cashiers.
Propose recruitment or termination of probation to Management, HR Department, and Training Department.
Propose adjustments to front office procedures when inefficiencies are identified.

3. Job Requirements

Experience in a similar position.
Pleasant appearance, proactive, and dynamic.
Good English communication skills.
Proficient in office computer skills.
Knowledge of hotel management systems (PMS).
Good communication, task coordination, and teamwork skills.
Strong problem-solving skills; ability to handle complaints professionally and effectively.
Effective supervision and time management skills.

4. Benefits

Salary: VND 14,000,000 – 28,000,000/month (negotiable based on competency).
Afternoon shift allowance: VND 1,500,000 per month.
Night shift allowance: VND 2,500,000 per month.
4 days off per month.
Salary reviews every 6 months.
Seniority bonus: from the 13th month onward, an additional 1% salary per year.
High promotion opportunities.
Staff accommodation provided for out-of-town employees.
Staff meals provided.
Weekly/monthly/yearly bonuses and rewards for contributions.
Welfare benefits: visits, weddings, funerals, birthdays.
Full statutory insurance: Social Insurance, Health Insurance, Unemployment Insurance.

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