As Duty Manager at Fairmont Hanoi, you are responsible for overseeing the hotel鈥檚 daily operations, ensuring seamless and consistent guest experience, and maintaining service excellence during all shifts. A key focus will be on operational efficiency, billing accuracy, and effective coordination across departments to uphold the highest standards of the Fairmont brand.
Daily Operations
- Oversee all front office operations, including check-in/check-out, room assignments, and lobby management
- Ensure smooth communication and coordination with Housekeeping, Engineering, Food & Beverage and other departments
- Support Front Desk colleagues in managing guest flows, room readiness, and service delivery
- Ensure all service areas are operating in compliance with brand and safety standards
Billing & Financial Accuracy
- Review and verify guest folios, billing charges, payment methods, and account balances
- Handle billing inquiries and resolve discrepancies in a timely and professional manner
- Assist the Front Office and Finance teams with nightly audits, account settlements, and cashier spot checks
- Ensure compliance with credit policies, monitor high-balance accounts and follow- up properly
Guest Service & Issue Resolution
- Serve as the primary point of contact for guest concerns, complaints, and special requests
- Handle service recovery promptly and ensure follow-up actions are completed
- Personally welcome VIPs and long-stay guests, ensuring personalized experiences
Leadership & Supervision
- Supervise and support the front office team during working shift, ensuring engagement and accountability
- Conduct daily briefings, manage shift coverage, and ensure proper handovers between teams
- Coach and guide team members on service procedures, guest handling, and billing accuracy
Administrative & Reporting
- Maintain a clear and detailed Duty Manager log, documenting key incidents, billing adjustments, and guest interactions
- Report and escalate critical issues to senior management as required
- Monitor operational reports (room status, arrivals/departures, discrepancies) and take corrective actions when necessary