Assistant Manager

Assistant Manager

Reports to: CS Manager, Hotel Manager

Job Objective

To deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests. To supervise, train and motivate others, with the key aim of retaining and attracting new customers.

The Assistant CS Manager position will support the CS Manager with all aspects of the hotel operations to oversee all aspects of the hotel operations including: guest relations, front desk, housekeeping, maintenance, team building, and staff development. The candidate must possess strong communication skills, both verbal and written, and demonstrate outstanding leadership and be able to delegate responsibilities, organize complex projects, and establish priorities consistent with hotel objectives.

Main Responsibilities

  • Deliver excellent customer service, at all times, ensuring guests’ comfort and safety
  • Deal with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail
  • Assist in keeping the hotel clean and tidy, at all times
  • Deal with customer complaints in a professional manner
  • Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximising bedroom sales opportunities
  • Propose and implement effective marketing strategies to maximise room occupancy levels
  • Complete all daily administration tasks as required
  • Ensure that all bedrooms rooms and areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet our standards
  • Maintain the correct handling of all soiled linen and ensure that every bedroom has the correct bedding and relevant number of towels
  • Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required
  • Complete regular checks on portable electrical appliances
  • Provide reports, as required, for hotel management
  • Maintain effective communication, at all times, among the team and hotel manager
  • Complete rotas for your team weekly; manage and maintain correct staffing levels in line with targets and business levels
  • Take responsibility for extra management tasks, as required, in the hotel manager’s absence
  • Maintain personal knowledge by completing in-house training and workbooks
  • Always adhere to all company policies and procedures and licensing laws
  • Be involved and contribute at team meetings
  • Carry out instructions given by the management team and head office



  • Be willing to learn, develop and improve own skills
  • At least 4 year experience in the position or related position
  • Strong knowledge on hotel services and tourism in Hanoi and around
  • Have a drive to train others to high standards
  • Always attentive and proactive with the ability to respond quickly to the needs of our customers.
  • Diplomacy and communication skills to handle any complaints and emergencies in a level-headed manner
  • An excellent team player with exceptional communication skills
  • To have a leadership ability to manage a team
  • The ability to multitask and manage time
  • No fear of decision-making
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