Job Description

Job Title Supervisor
Type of Position Full Time
Department Concierge
Position Description
  • Work with, train and lead teams of GRO to provide the best quality of service along with ensuring agents clearly demonstrate effective communication and guest contact skills
  • Disseminate and clarify understanding of all new promotional packages, product information, knowledge of local attraction, services, suppliers/vendors; provide access of various information to all team members
  • Updating concierge data to ensure accurate information
  • Conduct daily briefing and update the team with the business expectation
  • Check all inventories and counters are in proper working condition and adequate for daily operation needs. Ensure all FF&E of the department is properly maintained and used in accordance with OH&S guidelines
  • Understand the business and group forecast, suggest and plan manning to sustain the operation needs
  • Communicate anticipated business demands daily with each team members
  • Constant checking on GRO accounting and perform auditing for GRO. Should there be any discrepancy, report to Duty Manager immediately for further action
  • Ensure daily accounting data is accurate and report to finance department in a timely manner
  • Respond to guest comments, requests and complaints in a timely and professional manner. Take personal responsibility to resolve issues where necessary
  • Monitor and ensure that all team members in both front line and back of house perform their job functions to the hotel standards
  • Become familiar with the Duty Manager job scope and perform tasks as directed by him/her
  • Supervise, mentor, train, schedule and evaluate team members
  • Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction
  • Update training manuals
  • Carry out special task assigned by the Manager and meeting datelines
Position Requirements
  • High school graduate, Diploma degree preferred
  • 3 - 4 years of working experience in related area, and 1 - 2 years of experience in management
  • Good in English, Cantonese and Mandarin
  • Organized, detail oriented and able to work in a fast paced environment
  • Competency in Macau history, local attractions and services. Knowledge of accessing the information through electronic, media and telephone channels
  • Be willing to work any day and night shifts
  • Have a well-groomed, professional appearance
  • Work indoors and outdoors and continuously maneuver in and around all areas of the office, lobbies, driveways, storage areas, luggage conveyor belts and guest suites
  • Basic knowledge of Microsoft Office such as Excel, Word and Outlook
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