Job Description

Job Title Head
Type of Position Full Time
Department Front Office
Position Description
  • In the pre opening phase, assist the Director of Front of House Operations in the development of the front office team, including reviewing SOP’s and actively conducting training of new team members. Be prepared to actively support and coach. Assist in the physical organization of necessary areas
  • Help identify team members to work in necessary specialized areas such as VIP check-in, Invited Guest, and Paiza
  • Work with, train and lead teams to provide the best quality of service along with ensuring agents clearly demonstrate effective communication and guest contact skills
  • Respond to guest comments, requests and complaints in a timely and professional manner. Take personal responsibility to resolve issues where necessary
  • Be conversant with all facets of the operation including fire life safety and emergency related procedures
  • Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs
  • Communicate anticipated business demands daily with each Team Member (arrivals/departures, group functions, guest requests, etc.)
  • Drives Guest Recognition hotel wide, focusing on guest preference collection, guest history maintenance, including photos, previous complaints, noting special occasions etc etc
  • Collect, analyse, disseminate, and follow through on requirements for and recognition of important guests requiring special attention
  • Attends daily briefings for Front of House Operations, Front Office, Paiza to share information on arriving and VIP guests, and then follows through with other departments
  • Become familiar with the job scope of Director, Front of House Operations, the Executive Manager, Paiza Operations, and perform tasks as directed by him / her
Position Requirements
  • Bachelar Degree in Hotel Management
  • 4-5 years working Experience including 3-4 years at Managerial level
  • Background or solid knowledge of front office, concierge operations, guest relations management
  • Candidate with operational management experience across Front Office, Housekeeping, and Food & Beverage areas preferred
  • Be able to work in a high stress area, making clear, concise decisions based on sound business parameters
  • Good communication and diplomacy skills. Ability to “take charge” where necessary and resolve guest problems and concerns
  • Fluent in English and Cantonese, Mandarin preferred
  • A solid working knowledge of Microsoft Office software, Hotel PMS, CRM / Guest History systems is advantageous
  • Possess good manual dexterity to operate office equipment including a telephone, computer, photocopy machine, fax machine
  • Display great poise, immaculate grooming and presentation, maturity, and presence
  • Possess a sense of conservative, elegant, understated style
  • Be able to lead team of people, train and motivate
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