前厅副经理 Assistant Front Office Manager

Assist Director of Front Office Operations or FrontOffice Manager to provide supervision, direction and management in the FrontOffice in accordance with the objectives, performance and quality standardsestablished by the hotel.
根据酒店制定的目标、绩效和质量标准，协助前厅部总监或前厅部经理对前厅部进行监督、指导和管理。
Duties and Supporting Responsibilities：
Support, create and promote a climate of enthusiasm;maintain a work environment that promotes teamwork, performance, feedback,recognition, mutual respect, and colleague commitment for achieving the goal(Colleague Engagement Survey) of the department as well as the hotel. Ensuresdepartmental practices are compliant with company policies and legalrequirements.Assist to promote upselling programs in Front Officeand be always creative and proactive in recommending ways of achieving betterresult. Compile monthly upselling report/ analysis. Continually proactively find ways to improve thescores of all audits related to the department.Handle any guest’s inquiries or complaints, emergencysituations, overbook situation and ensure personally speak to any guest thatare being transferred to another hotel. Ensure guest satisfaction is attainedwith a good balance of the interest of the company. Check all rooms assigned for VIPs prior to theirarrivals ensuring amenities, room cleanliness and room facilities are ready andup to standard/ expectation.Coordinate and cooperate with Guest Services team onchecking/ following room discrepancies, due-out, high balanced etc.Maintain good knowledge of hotel’s services,facilities, room rates, packages, events, programs and be ready to sell/upsell/ cross-sell hotel services and conduct hotel tour to guests at anytimeBe familiar with Front Desk, Guest Relations andConcierge’s Standard Operations Procedures and hotel’s policies and procedures.Make recommendations on operating procedures to ensure smooth operation whennecessary.Assist with trainings and colleague development.Ensure instructions from senior management is beingconveyed and followed through.
Job Requested:
Minimum 5 years front office working experience inluxury hotel of which at least 1 year in a similar capacity.Strong knowledge of front office operations, includingbut not limited to cashier and reception, duty manager, or relevant experience.Strong desire to deliver excellent guest services andwith passion to serve.Ability to multi-task and remain composed at alltimes.A good team leader with ability to drive the team forresults.Computer literacy which is no limited to Excel, PowerPoint and Word.Fluent in English and Mandarin, both spoken andwritten.