Opened in March 2026 as the first Fairmont hotel in Vietnam, Fairmont Hanoi is a luxury urban resort that celebrates Vietnamese heritage through elegant design, exceptional dining, wellness, and world-class event facilities. With 241 guestrooms, eight dining venues, a 1,100m² Grand Ballroom, and a commitment to heartfelt hospitality, Fairmont Hanoi is set to become the social epicentre of the capital and an exciting place to build a career in luxury hospitality.

Leads service teams during operations, protecting the guest experience through visible leadership, real-time coaching, and confident decision making. This role ensures colleagues remain focused on guests by removing obstacles and reinforcing service standards in the moment.

Responsibilities

Guest Experience Leadership

• Maintain a strong and visible presence on the floor throughout service
• Anticipate guest needs and guide colleagues to respond confidently and consistently
• Take ownership of guest concerns and ensure timely and thoughtful resolution
• Set the tone for calm, professional, and guest-focused service

Operational Oversight and Service Standards

• Ensure opening and closing procedures are completed and service areas are fully prepared prior to service
• Monitor table settings, cleanliness, and service readiness throughout operations
• Oversee service pacing and coordination to protect the guest experience
• Ensure food and beverage service is delivered according to established standards
• Support adherence to food safety and hygiene standards in accordance with HACCP requirements

Use of Systems and Tools

• Guide and support the accurate use of approved hotel systems, including the Oracle Simphony Point-of-Sale system, SevenRooms Table Management System, and Oracle OPERA Cloud Property Management System, to enable confident service execution and personalized guest experiences

Working Together

• Work closely with colleagues across Food and Beverage, Culinary, Front Office, Housekeeping, and other hotel teams to anticipate needs and protect the guest experience during service

Professional Standards

• Maintain a consistent and visible presence on the floor during service, prioritizing guests and team support
• Arrive punctually for every shift, prepared to lead, coach, and make operational decisions in the moment
• Participate actively in daily briefings and training to reinforce standards and confidence
• Actively participate in fire and life safety training and drills to ensure the safety and wellbeing of guests and colleagues

Other Responsibilities

• Attend all briefings, meetings, and trainings as assigned
• Ensure colleagues are prepared, on time, and correctly presented for service
• Maintain a high standard of professionalism and conduct at all times
• Perform other reasonable duties assigned by the Management of the Hotel

Knowledge and Experience

• University, college, or vocational education preferred
• Previous supervisory experience in Food and Beverage is an advantage
• English is used daily in the workplace to support communication with an international and diverse five-star hotel clientele; proficiency is considered an asset
• Familiarity with hospitality systems such as the Oracle Simphony Point-of-Sale system, SevenRooms Table Management System, and Oracle OPERA Cloud Property Management System is an advantage; training will be provided

Competencies

• Strong guest focus with the ability to lead calmly during service
• Confidence in coaching colleagues in real time
• Sound judgment and decision-making during operations
• Collaborative mindset and ownership of the guest experience
• Professional presence and credibility on the floor

Opening for Vietnamese only