Position Summary

Operate under the general direction of the Manager - FO and Executive Manager - Front Office (as above mentioned) within the limits established by Hotel policies and procedures, assist to oversees and directs all aspects of the Concierge and Front Services Operations, and may support FO operations when required. Continually strives to deliver the highest quality of service to customers, whilst adhering to all legal rules, regulations and guidelines of the Hotel.

Primary Responsibility

Assist in managing the smooth & efficient operations of Concierge, Front Services (Bell & Door).
• Ensure to provide updated information pertaining to all Hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to the guests.
• Manage and support the team to assist guests where appropriate / necessary as well as liaise with relative department heads or executive management in the absence of the superiors.
• Develop and maintain a good relationship and work closely with all related parties. 
• Report directly to Manager - FO and EM - FO on all pertinent matters affecting guest service and Hotel operations.
• Adhere to, actively drive and promote Hotel brand culture and Asian Heart Values to each team member.
• Assist to prepare roster taking into consideration projected occupancy and any large group arrangement.
• Ensure that all team members are comply with company policy to perform their tasks promptly and efficiently, and provide guidance where necessary.
• Assist to identify training needs, develop training plans and implement training sessions in accordance with the quality standards.
• Create work environment that promotes teamwork, feedback, recognition, and respect, to build up team loyalty. 
• 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.
• Assist to ensure team member's uniform, grooming, and presentation are comply according to grooming standards.
• Provide positive feedback and suggestions on performance improvement and conduct performance appraisal as required.
• To be full conversant with all aspects of the Concierge, Opera and Hotsos system.
• Assist to prepare monthly reports and budget for responsible sections.
• Assist to analyze departmental cost for best value and manage within approved budget.
• Ensure to fully conversant with all Hotel emergency procedures.

Requirements

- Education:  Bachelor degree in hotel management, hospitality management or related field.
- Experience: 
    • At least 3 years at Supervisor position to supervise a large team enhancing guest experience. (integrated resort environment experience is a plus).
    • Solid working experience in hotel operations/guest services.
- Knowledge & Skills: 
    • Good communication, interpersonal, supervisory skills and problem solving skills.
    • Display a high level of commitment to customer services, team management and development.
    • Ability to motivate and inspire team members for change.
    • Strong knowledge of Opera and Hotsos system, good understanding of Forbes service standards, effective communicator.
- Competencies:
    • Customer oriented and passionate in driving exceptional guest service.
    • Continuous improvement in innovation to exceed guest's expectation.
    • With analytical mindset and response to superiors promptly.
- Language: Fluent in English, Mandarin and Cantonese, both written and spoken.
- Others
    • Foreign language other than the ones mentioned above is an advantage. 
    • Full International member of Les Clefs D’Or is preferred.