Assistant Front Office Manager - Melia Ba Vi Mountain Retreat

“The world is yours with Meliá” 

Continuing you journey at Meliá is an opportunity to learn, grow and keep building your career within a global team. Here you can take on new challenges and access experiences and access experiences in different destinations, while remaining part of our family.

Are you ready to take the next step in your career with us?

REMEMBER: Before applying, you must inform your direct supervisor and/or Hotel Director, and your HR manager of your interest in participating in the internal selection process. Your line manager will not have the authority to authorize or halt your application, but must be properly informed.

Mission: you will serve as the right hand to the Front Office Manager, ensuring the smooth daily operation of the Reception, Guest Relations, and Bell Desk teams. You will act as a primary point of contact for our guests, ensuring their journey from arrival to departure exceeds Meliá’s high standards of personalized service. You will also play a crucial role in training, motivating, and guiding the Front Office team to achieve operational excellence and departmental revenue goals. 

What will you have to do:

Guest Experience & Operations

• Oversee daily Front Office operations, ensuring seamless check-in, check-out, and guest assistance in compliance with Meliá brand standards.

• Act as the Duty Manager when required, taking ownership of the property’s operations during shifts.

• Anticipate guest needs, handle VIP arrivals, and ensure personalized experiences for our premium and loyalty program (MeliáRewards) guests.

• Promptly and professionally resolve guest complaints, turning challenges into opportunities for guest recovery and satisfaction.

• Maintain a strong presence in the lobby, actively engaging with guests to gather feedback and build relationships.

Team Leadership & Development

• Assist the FOM in recruiting, training, scheduling, and evaluating Front Office staff.

• Conduct daily briefings to communicate VIP arrivals, daily events, resort occupancy, and upselling targets.

• Foster a positive, collaborative, and empowering work environment that encourages team growth and minimizes turnover.

• Ensure all team members are fully trained on Opera PMS, emergency procedures, and brand service guidelines.

Financial & Administrative

• Drive departmental revenue by leading and incentivizing upselling programs (room upgrades, F&B, spa, and wellness packages).

• Monitor daily room inventory, rate variances, and billing accuracy to maximize room revenue and ensure flawless financial auditing.

• Assist in preparing weekly and monthly departmental reports.

• Collaborate closely with Housekeeping, Engineering, and F&B to ensure room readiness and the fulfillment of special guest requests

What we are looking for: 

• Experience: Minimum 2-3 years of supervisory or management experience in the Front Office department of a luxury 4 or 5-star hotel/resort.

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

• Languages: Fluent in Vietnamese and excellent command of English (written and spoken). Additional languages are a plus.

• Technical Skills: Proficiency in Hotel Management software (Opera PMS is highly preferred).

• Personal Attributes: 

  • Exceptional communication, interpersonal, and problem-solving skills.

  • Impeccable grooming and professional presentation.

  • Ability to remain calm and decisive under pressure.

  • Flexibility to work varied shifts, including weekends, holidays, and nights as required by operational needs.

At Meliá we are all VIP

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "Protect Your Application" page.

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