Job Description

REQ13839 Assistant Manager, Front Operations (Open)

Assistant Manager, Front Operations is responsible for the efficient and smooth running of the daily Hotel Operations. He / She will particularly focus on areas such as Front Office, Butler Services, Concierge, Bell team and Guest Services. This is to be achieved by appropriately allocating resources across the operations, monitoring and managing various standards, policies and procedures.

PRIMARY RESPONSIBILITIES:

• Represent management in the handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner.
• Oversee the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients of the hotel.
• Ensure appropriate and through follow-up with respect to hotel issues.
• Maintain close working relationship with other departments, such as International Marketing, Casino Marketing, Housekeeping, Property Services, Food & Beverage, Contact Centre, Spa, Human Resources, Transportation and Revenue and attend any meetings in the absence of the Front Operations Manager as required.
• Ensure that ongoing pertinent / relevant logbook communication to other shifts is maintained.
• Checks and ensures that all rooms / suites assigned for VIPs are in order and the respective amenities and welcome cards are placed in the room / suites before guests’ arrival.
• Ensure a smooth and efficient arrival for all VIPs. Randomly inspect VIP rooms, ensuring housekeeping standards are being maintained.
• Meet and greet guests and foster positive relationships between the guests and hotel.
• Front Operations Assistant Manager is responsible for receiving and escorting all VIPs and ensuring that they feel comfortable and welcome on arrival at hotel.
• Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs.
• Maintain a thorough understanding of the policies and procedures for all emergency situations and ensure they are handled in accordance to the company’s policies and procedures. Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
• Handle all guest accidents in conjunction with hotel security ensuring a thorough investigation is completed and all information is sent to the appropriate management for immediate action.
• Inspect all hotel facilities on a day-to-day basis both inside and exterior of the property, ensuring that relevant standards of presentation, cleanliness, etc. are adhered to.
• Front Operations Assistant Manager is to ensure all team members on duty with standard grooming, wear correct and complete uniform.
• Observe the overall conduct, appearance, productivity and performance of all team members and relay any relevant information to management.
• Keep well informed and up-to-date with current and future room inventory and selling strategies and to ensure maximum yield is achieved each day.
• Support the Public Relations, Investors Relations and Executive Office in doing company tour for their potential customers; as well as for hotel guests when the Front Operations Manager is not available.
• Conduct Night Audit each night. Duties include finalizing final arrivals, proof-list checking, ensuring all departures are clear and processing express departures.
• Adhere to and exhibit pro-active leadership in accordance with the company’s health and safety policy by assuming responsibility and accountability for the health and safety of team members and for the working environment.
• Lead the Front Operations team in the event of crisis and emergency to ensure guests’ and team members’ safety, and protect the property and brand from being affected or damaged.
• Adhere to and exhibit pro-active leadership in accordance with the company’s internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity and diversity is fostered.
• Through consultation and involvement of team members promote an environment where workplace hazards are minimized and the health and safety of team members is valued.
• Ensure that all potential and real hazards are reported immediately and rectified.

• Be fully conversant with all departmental Fire, Emergency, Typhoon and Bomb procedures and carry out ad hoc internal drills on them.
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and team members.
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes, etc.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Ensure all team members within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others.
• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to company internal and email policy.
• Report accidents, injuries, unsafe work conditions and / or security issues to the management.
• Perform other reasonable job duties as assigned by management from time to time.

QUALIFICATIONS:

Experience

• Minimum 3-year management experience in a Front Office position within a luxury 5-star international hotel.
• Knowledge of Hotel Property Management System (preferably Opera).
• Proficient in software packages including Word, Excel, Outlook, etc.
• International and China / PRC customer relations exposure.

Education

• Diploma or degree in equivalent hospitality training.

Skills / Competencies

• Good command in both written and spoken Cantonese / Mandarin / English.
• Consistently well-groomed.
• Able to work on flexible shifts including overnight, weekends and holidays on rotation basis.
• Displays exceptional commitment to improving customer service.
• Cultural astute in order to deliver upon guest expectations.
• Proven team member and customer orientation.
• Provides visible leadership to team members.
• Motivates others to achieve business objectives and common goals.
• Ability to communicate well to all levels of management and employees.
• Highly personable with an energetic approach to customer interactions.
• Effective planning and organisational skills.
• Ability to build rapport with all customers – external and internal.
• Excellent planning and execution skills.
• Demonstrate high degree of self-disciplines and diligence.