183 Help Desk Lead jobs in Vietnam

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Front Desk Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided.
**What will I be doing?**
As the Front Desk Supervisor, you will be responsible for performing the following tasks to the highest standards:
- Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.
- Communicate effectively both verbally and in writing to provide clear directions to staff.
- Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.
- Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.
- Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
- Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
- Listen to and understand requests, issues and situations from both guests and team members.
- Regular attendance in conformance with the standards established by Hilton from time to time.
- Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.
- Support and motivate front desk team members by leading by example and employing competent and consistent management practices.
- Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.
- Attend training where and when required.
- Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
- Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.
- Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.
- Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately "at-home" when they arrive.
- Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired, and method of payment is secured.
- Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
- Follows-up with all guests to ensure satisfaction with problem resolutions.
- Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
- Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Allocate room in accordance to the guests' reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
- Ensure that guests' profiles and information is input into the Police Report system in a timely and accurate way.
- Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
- Knowledgeable of the hotel's facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
- Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
- Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
- Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.
- Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
- Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
- Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
- Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.
- Ensure that the day-to-day functions of the front desk are completed, including but not limited to Guest Service Manager's checklists, trace reports, credit limit checks, online back-ups, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards.
- Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.
- Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.
- Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.
- Keep up to date and aware of competitor activities in order to be proactive and create market advantage.
- Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
- Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations. In the absence of the Guest Relations Manager, be a part of the Fire Team and take action accordingly.
- Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
- Adhere to the company's credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
- Maintain safety deposit boxes, ensuring that guests' valuables are safe and secure at all times.
- Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
- Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges.
- Manage costs effectively by minimizing and controlling expenses.
- Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Hilton brand standards and ensuring that guests receive value for money.
- Handle guest relocations as required.
- Familiar with and master the Front Desk system.
- Carry out any other reasonable duties and responsibilities as assigned.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
**What are we looking for?**
A Front Desk Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Able to read, write, speak and understand the English language to communicate effectively with guests and employees.
- Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.
- Good interpersonal skills to provide overall guest satisfaction.
- Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyse accurate information and resolve conflicts.
- Able to work under pressure and deal with stressful situations during busy periods.
- 2 to 3 years of related working experience preferred.
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Front Desk Supervisor_
**Location:** _null_
**Requisition ID:** _HOT0BRG4_
**EOE/AA/Disabled/Veterans**

Our client is seeking a highly organized and customer-focused Hotel Front Desk Supervisor to join their remote team. This role is crucial for ensuring smooth and efficient operations at the front desk, providing exceptional service to guests, and supporting the overall guest experience. You will be responsible for overseeing front desk operations, managing guest check-ins and check-outs, handling inquiries and requests, and resolving guest issues promptly and professionally. Your duties will include supervising and training front desk staff, ensuring adherence to hotel policies and procedures, managing reservations, and handling billing and cash handling procedures accurately. The ideal candidate will have previous experience in a hotel front desk role, with at least some supervisory experience. Excellent communication, interpersonal, and problem-solving skills are essential. You should be proficient in using hotel property management systems (PMS) and have a strong understanding of customer service best practices in the hospitality industry. This remote position requires a self-motivated individual with the ability to manage tasks efficiently and maintain a high level of professionalism. You will play a vital role in guest satisfaction, acting as the first point of contact for many visitors. Your ability to lead a team, ensure operational efficiency, and create a welcoming atmosphere, even from a distance, will be key to success. We are looking for someone who is passionate about hospitality and dedicated to providing memorable experiences for our guests.

Key Responsibilities:

• Oversee front desk operations.
• Supervise and train front desk staff.
• Manage guest check-ins and check-outs.
• Handle guest inquiries and resolve issues.
• Ensure accurate billing and cash handling.
• Maintain hotel reservation systems.
• Uphold hotel service standards.
• Coordinate with other hotel departments.

Our client is seeking a dynamic and customer-focused Hotel Front Desk Supervisor to manage the front desk operations at their establishment in My Tho, Tien Giang, VN . This position requires an individual with excellent interpersonal skills and a passion for providing exceptional guest experiences. You will be responsible for leading the front desk team, ensuring smooth check-in and check-out processes, and handling guest inquiries and requests efficiently. Key duties include training and supervising front desk staff, managing reservations, resolving guest complaints, and maintaining the overall appearance and organization of the lobby area. The ideal candidate will have prior experience in hospitality, specifically in front desk or supervisory roles. Strong knowledge of hotel management systems (PMS) and excellent communication skills in both Vietnamese and English are essential. You should be adept at problem-solving, possess a positive attitude, and be able to remain calm under pressure. This role involves working flexible hours, including weekends and holidays, as required by the hotel's operations. We are looking for a motivated individual who can contribute to a positive and welcoming atmosphere for all guests. Join our team and be a key part of delivering memorable stays.

Responsibilities:

• Supervise and train front desk staff.
• Manage guest check-ins and check-outs efficiently.
• Handle guest inquiries, requests, and complaints promptly.
• Oversee reservation systems and ensure accuracy.
• Maintain a high standard of customer service.
• Ensure the lobby area is well-maintained and presentable.
• Handle cash and credit card transactions accurately.
• Coordinate with other hotel departments to ensure seamless service.
• Implement hotel policies and procedures.
• Contribute to a positive team environment.

**Mô tả công việc**:
(Mức lương: 10 - 15 triệu VNĐ)
- Installing and configuring & maintenance computer hardware operating systems (servers, routers, switch, computers, laptops, printers, etc.
- In charge of security of all systems especially internal data storage, manage back up data
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults, installing antivirus protection, fixing network faults, etc.
- Daily admin and monitoring of network use, technical support for people using the network
- Controlling Internet systems, office appliances and machines
- Planning future improvements, suggesting IT upgrade solutions to Managers
- Providing support, including other documentary and technical supports
- Other tasks as assigned by Managers

**Chức vụ**: Nhân viên/Chuyên viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:

- 13th month salary.
- Annual salary review
- Dedicated budget for staff training: technical, soft skills, English, Korean classes.
- Provide Travel Expense for work
- We pay health and social insurance.
- We pay PIT
- Birthday gift
- Marriage Gift
- Baby born Gift
- Holiday and Tet Gift
- Funeral support
- 12 days of annual leave + 1 days of Establishment Ceremony Date + 2 days of Refresh Leave for 1 year joined
- We provide yearly health check-ups with International Hospital.
- Team Building activities:

- Annual outdoor Team building
- Monthly birthday Party

**Yêu cầu bằng cấp (tối thiểu)**: Trung cấp - Nghề

**Yêu cầu công việc**:

- Male
- College/University Degree in IT.
- Experience at least 1- 3 years in IT System Management and familiar with all IT things,
- Fresher will be also accepted with good technical skill and/or system certificates
- Experience or understanding of Cisco, Fortinet networking products (CCNA certification level is a plus).
- Must understand most of the following OS: Windows server, Linux/Unix (obligation) including practical experience in a corporate environment serving customers.
- Strong customer facing experience.
- English Communication. Able to explain technical problems in a simple way.
- Team player, flexible attitude and reliable

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: CNTT - Phần Cứng,Cơ Điện,Quản Trị Mạng,Tự Động Hóa

Trung cấp - Nghề
Không yêu cầu

Our client is seeking a dedicated and knowledgeable Technical Support Specialist to join their growing team. This role is based in **Quy Nhon, Binh Dinh, VN** and requires the ability to work on-site to directly support our user base and resolve technical issues. You will be the primary point of contact for users experiencing hardware, software, or network problems. Your responsibilities will include diagnosing and resolving technical issues remotely and in person, installing and configuring computer hardware and software, and guiding users through step-by-step solutions. You will also be responsible for documenting all support requests and resolutions in a ticketing system, escalating complex issues to appropriate IT teams, and contributing to the development of IT support documentation and knowledge bases. The ideal candidate will have a strong understanding of computer systems, networks, and common software applications. Excellent customer service skills, patience, and a methodical approach to problem-solving are essential. We are looking for someone who is eager to learn, possesses strong troubleshooting abilities, and can communicate technical information clearly to non-technical users. Prior experience in a technical support role or a relevant IT certification is highly desirable. You will be part of a collaborative IT department focused on ensuring the smooth operation of our technological infrastructure and providing exceptional support to our employees. The opportunity to work within a stable company and develop your technical skills in a supportive environment is a key aspect of this role. You will be instrumental in maintaining the productivity and satisfaction of our internal teams by addressing their technical challenges promptly and effectively.
Responsibilities:

• Provide first-level technical support to end-users for hardware, software, and network issues.
• Diagnose and resolve technical problems efficiently and effectively.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Guide users through troubleshooting steps via phone, email, or in-person.
• Document all support activities, resolutions, and user feedback in a ticketing system.
• Escalate unresolved issues to senior IT staff or relevant departments.
• Assist in managing IT inventory and asset tracking.
• Contribute to the creation and maintenance of IT support documentation and FAQs.
• Adhere to IT policies and procedures for system security and data protection.

Qualifications:

• Proven experience in a technical support or IT helpdesk role.
• Solid understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to explain technical issues to non-technical users.
• Experience with ticketing systems is a plus.
• Relevant IT certifications (e.g., CompTIA A+) are advantageous.
• High school diploma or equivalent required; Associate's or Bachelor's degree in IT or a related field is preferred.

Our client is seeking a dedicated and skilled Technical Support Specialist to join our fully remote customer service team. This role is critical in providing timely and effective technical assistance to our users, ensuring a positive customer experience. You will be responsible for troubleshooting software and hardware issues, guiding users through problem-solving processes, and escalating complex issues when necessary. The ideal candidate will have excellent communication skills, a strong technical aptitude, and a patient, customer-focused approach.

Key responsibilities include responding to customer inquiries via phone, email, and chat in a professional and efficient manner. You will diagnose and resolve technical problems related to our products or services, document support interactions, and maintain a knowledge base of common issues and solutions. This position requires the ability to explain technical concepts clearly to non-technical users.

The Technical Support Specialist will work collaboratively with other support team members and engineering departments to identify recurring issues and contribute to product improvements. You will be expected to stay updated on product knowledge and technical advancements. This role demands strong problem-solving skills, the ability to multitask, and a commitment to providing exceptional customer service. If you are a tech-savvy individual with a passion for helping others and thrive in a remote work environment, this is an excellent opportunity to join our supportive and dynamic team.

Our client is looking for a knowledgeable and customer-focused Technical Support Engineer to provide assistance and resolve technical issues for their clients. This office-based position requires your presence at our **Thai Binh, Thai Binh** location. You will be responsible for diagnosing and resolving hardware and software problems, guiding users through step-by-step solutions, and installing and configuring software and hardware. Key duties include responding to support tickets, providing phone and email support, and documenting technical procedures and troubleshooting steps. You will also be involved in testing new software releases and providing feedback to the development team. The ideal candidate will have a strong technical background, with experience in IT support or a related field. A Bachelor's degree in Computer Science, Information Technology, or a similar discipline is preferred. Excellent problem-solving skills, patience, and strong communication abilities are essential. Proficiency in operating systems (Windows, macOS), common software applications, and basic networking concepts is required. Experience with remote support tools and CRM systems is a plus. We are looking for an individual who is eager to learn, detail-oriented, and committed to delivering exceptional technical support. This role offers an excellent opportunity to grow your technical skills and contribute to client satisfaction.

Our client is seeking a highly skilled and experienced Technical Support Lead to manage their remote customer support operations. In this vital role, you will lead a team of technical support specialists, ensuring the timely and effective resolution of customer inquiries and issues. You will be responsible for setting support standards, developing training programs for the team, and implementing best practices to enhance customer satisfaction. The ideal candidate possesses a strong technical acumen, excellent leadership and communication skills, and a passion for providing exceptional customer service. You should be adept at identifying recurring issues, developing solutions, and collaborating with engineering and product teams to improve the customer experience. This is a fully remote position offering a significant opportunity to shape and lead a critical customer-facing function within our organization.

Responsibilities:

• Lead and mentor a team of technical support specialists, fostering a positive and productive work environment.
• Oversee the day-to-day operations of the technical support department.
• Develop and implement efficient support processes and workflows.
• Ensure timely and accurate resolution of customer technical issues across multiple channels.
• Train and onboard new support team members, providing ongoing coaching and performance feedback.
• Monitor support metrics and KPIs, identifying areas for improvement.
• Analyze customer feedback and support trends to identify product or service enhancements.
• Collaborate with engineering and product teams to escalate and resolve complex technical problems.
• Maintain and update the knowledge base with accurate and relevant support information.
• Act as a point of escalation for complex customer issues.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership or supervisory role.
• Proven experience managing remote support teams.
• Strong technical aptitude and ability to troubleshoot software and hardware issues.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
• Knowledge of CRM systems is a plus.
• Ability to effectively manage time and prioritize tasks in a fast-paced environment.
• Experience in developing training materials and conducting team training.
• Customer-centric mindset with a commitment to delivering exceptional service.

Our client is seeking a motivated and customer-focused Technical Support Specialist to join their expanding team. This is a fully remote role, providing essential technical assistance and troubleshooting for their diverse user base. The ideal candidate will have a strong aptitude for technology, excellent problem-solving skills, and a passion for delivering outstanding customer service. You will be responsible for diagnosing and resolving software and hardware issues, guiding users through solutions, and maintaining a high level of customer satisfaction.

Key Responsibilities:

• Provide first-level technical support via phone, email, and chat to end-users.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Guide users through step-by-step solutions for technical problems.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Create and update knowledge base articles and FAQs to assist users.
• Install, configure, and troubleshoot software applications and operating systems.
• Assist with hardware setup, maintenance, and repair.
• Identify trends in customer issues and provide feedback to development teams for product improvement.
• Ensure timely and effective resolution of customer support requests.
• Adhere to established service level agreements (SLAs) for response and resolution times.
• Provide remote assistance to users, utilizing remote desktop tools.
• Stay up-to-date with product knowledge and technical advancements.
• Contribute to a positive and collaborative team environment.
• Proactively identify opportunities to improve the customer support process.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
• Strong knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with common software applications and productivity suites.
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication and interpersonal skills, with a patient and empathetic approach.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk).
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).
• Ability to work independently and manage time effectively in a remote setting.
• Customer service orientation and a commitment to user satisfaction.
• Ability to multitask and manage multiple support tickets simultaneously.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.

This is an excellent opportunity for individuals passionate about technology and helping others to build their career in IT support from home.