JOB RESPONSIBILITY
- Oversee the daily operations of the Front Desk team
- Assist the Reservations team in accepting, changing and cancelling of guests’ reservations where necessary
- Assist in the selection, hiring, training, development and performance evaluation of concerned Team Members in coordination of Department Heads and Human Resources Department
- Assist in the preparation of the duty roster arrangement of concerned Team Members in accordance to operational needs
- Foster and maintain close relationships and communications with internal departments and external parties to ensure smooth and efficient daily operations
- Monitor the financial performance of the Front Office including but not limited to upselling, room revenue, operational auditing etc.
- Handle all guests’ related issues including but not limited to VIP, groups and special attention guests in accordance to service standards
- Resolve complaints of guests from all areas of the Hotel courteously and efficiently with the highest level of hospitality and professionalism
- Ensure all procedures, guest satisfaction, performance of Team Members etc. are above level
- Conduct regular front and back of house inspections to ensure all standards of the Hotel have been achieved while proceed to optimizations where appropriate
- Assist in the preparation of periodic reports for the review of the Management
- Perform other related duties as assigned by superiors
JOB SPECIFICATION
- Bachelor degree or above educational qualification
- 4 years or above relevant working experience with a minimum of 2 years or above managerial or supervisory role
- Fluent command in spoken and written Cantonese, English and Mandarin
- Proficiency in Microsoft Office.
- Proficient in hotel management system (Opera)
- Detail-oriented with good communication and organizational skills
- Able to work independently under pressure and multi-tasked
- Excellent team building and leadership skills
- Good critical thinking and problem solving skills
- Rotating shifts and prolonged standing required
