Job 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.

As Duty Manager at Fairmont Hanoi, you are responsible for overseeing the hotel’s 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

Qualifications

Knowledge and Experience

• Diploma or degree in Hospitality Management or related field
• Minimum 2 years of experience in Front Office operations in a luxury hotel; prior Duty Manager experience preferred
• Strong understanding of front office systems, guest billing, and night audit processes
• Proficiency in Opera PMS and Microsoft Office
• Fluent in English; both verbal and written
• Flexible working shifts, weekends, overnight, and holidays as required

Competencies

• Guest-oriented and customer focus service minded
• Strong attention to detail and ability to handle multiple priorities
• Excellent communication, organizational, and problem-solving skills
• Courteous and helpful
• Comfortable working in a dynamic and multicultural environment

Additional Information

Open for Vietnamese candidates only