Assistant Manager, Front OfficeRef:217353

Last Updated: 2019/09/11

Company: Casino Resorts Industry: Hotel Industry


Responsibilities:

  • Represent management in the handling of guest complaints, compliments and suggestions, maintain close working relationships with other departments. Foster positive relationships between the guests and hotel.

  • Ensure thorough follow-up with respect to Hotel issues, all rooms/suites assigned for VIPs are in order as well as confidentiality and secure storage of all intellectual property and data bases.

  • Ensure that on-going pertinent/relevant logbook communication to other shifts is maintained.

  • Responsible for receiving and escorting all VIP’s, inspect VIP rooms, ensuring housekeeping standard are being maintained.

  • Recommend 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.

  • 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.

  • Manage guest’s profile for constant record of personal preferences as well as Hotel Customer Satisfaction Program.

  • 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.

  • Observe the overall conduct, appearance, productivity and performance of all employees and relay any relevant information to Management.

  • 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 employees and for the working environment.

Requirements:

  • Diploma or degree in equivalent hospitality training.

  • Minimum of 1 -2 years Assistant Manager or above responsibility and training and exposure within a luxury 5 Star International Hotel.

  • Knowledge of Hotel Property Management Systems (preferably OPERA).

  • International and China/PRC customer relations exposure, preference for experience in Macau gaming environment.

  • Resourceful, able to work under pressure, can work on overtime and flexible shifts including overnight, weekends and holidays on rotation basis when needed.

  • Well-groomed, proven employee and customer orientation, excellent planning and execution skills, effective planning and organizational skills, motivated with good leadership and communication skills.

  • Demonstrate high degree of self-disciplines and diligence.

  • Good command in both written and spoken Cantonese / Mandarin / English.

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