Company Description
Fairmont Hanoi officially opened in March 2026, becoming the first Fairmont hotel in Vietnam. The 241-room luxury urban resort is inspired by traditional Vietnamese lacquer art, Indochinese design, and motifs from Vietnam’s dynasties. Guests can enjoy eight dining and bar venues including a rooftop terrace, indoor and outdoor swimming pools, a state-of-the-art gym, and a full-floor wellness spa and bathhouse. With three ballrooms including a 1,100m² Grand Ballroom and nine meeting rooms, Fairmont Hanoi is set to become a premier destination for events and the social epicentre of Hanoi.
Job Description
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.
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
Qualifications
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
Additional Information
Open for Vietnamese candidates only
