Assistant Manager - Villa ensures luxurious, exceptional and personalized hotel experience to be delivered to Villa/Presidential Suite/Tower high-level guests, identified VIPs and Villa/Presidential Suite guests. Assistant Manager - Villa builds relationship with guests to retain loyalty by exceeding guest expectation and understanding guest preference through professional engagement.
Primary Responsibility• Assist the superior in establishing Department Operating Manual and Standard Operating Procedures to ensure service excellence
• Resolve customer complaints from all areas of the hotel especially Villa/Presidential Suite/Tower high-level guest, handling all guest’s interactions with the highest level of hospitality and professionalism
• Develop team strengths, identify areas for improvement and coaching team members for their personal growth
• Manage the VIP guests in Villa/Presidential Suite/Tower in line with the operation and inspire the team members for service excellence
• Identify areas of service shortfalls and develop best in town practices and service standards
• Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch point
• Actively participate in health and safety activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued
• Work closely with Housekeeping, Transportation, Spa, F&B, Gaming side and all other supporting departments/other hotel property/outsource units to ensure the delivery of service excellence
• Provide 24/7 personalized service at the highest level befitting the five-star standard and lead the team to ensure guests receive prompt, cordial attention and recognition
• Support and assist team members and all other Front Office functions during peak periods
• Ability to multi-task and establish priorities
• Assist in the selection, training and evaluation of subordinate team members
• Assist in the preparation of team rosters, vacation planning and scheduling and public holiday scheduling
• Perform all different functions when required by VIP guests or management
• Follow up all maintenance job orders and prepare reports on time as instructed by the superior
• Monitor and control the stock inventory
• Act as a liaison between the Executive Manager and Front Office Manager, updating them on issues of importance.
Experience
• At least 3 years of work experience in a luxury hotel/integrated resort with 2 years in Manager position to manage a large team enhancing guest experience. (integrated resort environment experience is a plus)
• Solid working experience in hotel operations/guest services/housekeeping operations/food & beverage
• Ability to motivate and inspire team members for change
• Strong knowledge of PMS/POS system, good understanding of Forbes service standards, effective communicator
Education
• Bachelor degree in hotel management, business administration or related field
Skills / Competencies
• Customer oriented and passionate in driving exceptional guest service
• Continuous improvement in innovation to exceed guest's expectation
• Good communication, interpersonal, supervisory skills and problem solving skills
• Display a high level of commitment to customer services and team development
Others:
• Fluent in Mandarin and English, both written and spoken