Last Updated: 2019/09/11
Company: Casino Resorts Industry: Hotel Industry
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.
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.