前台经理 Reception Manager

Assist Director of Front Office Operations or FrontOffice Manager to provide supervision, direction and management in the receptionteam 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台进行监督、指导和管理。
Duties andSupporting 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.Monitoring FLHSSstandards for achieving the goal (FLHSS Audit) of the department as well ashotel.Responsible forPSB data export and the data entry by reception team. Ensure all daily dataentry sent to PSB is accurate and in a timely mannerMonitor data inputstandards by colleagues to ensure guest database is maintained at the higheststandard and also accountable for Guest History Audit (MOHG)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. Closelymonitor individual colleague’s performance and proactively provide feedback,training, coaching and mentoring if appropriate. Responsible for colleagueperformance appraisal and development plan Coordinate and cooperate with reception team onchecking/ following room discrepancies, due-out, high balanced etcCheck relevant reports and be fullyaware of and well prepared for every day’s expected flow of guests Beknowledgeable and ensure all colleagues are knowledgeable about all thearrivals, departures and activities in the hotelAlways stationed at counter toassist with daily operations of reception team Check and closely monitor roomassignment daily for all arrivals including but not limited to on-day’s,following day’s and next day’s to ensure special arrangements/ guestpreferences are being entertained/ met in advance Ensure room is ready for guest’sarrival and it is matched with guest’s preferencesEnsure all arriving guests arewarmly greeted, being escorted to room with in-room check-in and orientationservices, all guests arrive by limousine are meet and greet at curbsideProactively work it out withrelevant departments in advance on finding alternatives if the room category/room type the guest reserved/ preferred may not be available Take a leading and proactive roleto work closely with Reservations and Housekeeping on managing any highlycommitted or overbooked situations on room, room category, room type, beddedtype, non smoking/ smoking room etc once it’s being forecasted Closely monitor the handling of“IAR Report”, cancellation, no-show, walk-in by the team and ensure it is beingfollowed effectively and efficientlyEnsure the team proactivelyextending sincere appreciation to all guests upon check-out, checksatisfaction, provide useful information, offer assistance on luggage/ transferservice and invite for returnEnsure the teamfollow up all wake-up call requests with Telephone Service timely andappropriately without any delay or mistake Relieve Assistant Manager’s dutyand day-off when needed and upon request by superior Responsiblefor the overall administration of Reception including all outgoingcorrespondence and reports. Ensure all inquiries received via email or by faxare responded to within two daysMaintainall departmental assets including equipment repairs and maintenanceWorkclosely with Finance on monitoring guests’ credit status for hotel billsEnsurehandling of cashiering duties (e.g. cash transactions, deposit/ paymentcollections, credit card/debit card settlement, foreign currency exchange, cashadvance etc) by the team are fully followed in accordance to company’s policiesand procedures and the cash floats as well as “house bank” are accurate at alltimeWorkclosely with Finance and Reservations on maintaining and keeping supportingdocuments of reservationsTake a leadingrole in any system downtime situation (HMS) and be acknowledgeable to managethe operations (e.g. check-in, check-out, room assignment, collecting payment,posting etc) by providing strong leadership to the team to ensure guestsatisfaction is still being highly maintained during the system downtimeEnsurethe grooming standards of all colleagues are well maintainedArrangeand chair daily team briefings to maintain an effective information sharing Attenddepartmental daily briefing, monthly team meeting, departmental meeting and/ orother meetings upon request by superiorProactivelyorganize monthly team meetings and regular meetings with colleagues to enhanceeffective communication and seek ways to continually to keep us the best Ensureinstructions from senior management are being conveyed and followed throughAlwaysmaintain a good work relationship with other departments Otherad hoc tasks and duties as required by Assistant Front Office Manager/ FrontOffice Manager and Director of Front Office OperationsMaintain 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 and keep updated Front Desk StandardOperations Procedures and hotel’s policies and procedures. Make recommendationson operating procedures to ensure smooth operation when necessary.Assist with trainings and colleague development.Ensure instructions from senior management is beingconveyed and followed through.
JobRequested:
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.