This position is responsible for operations of entire Front Office team, including Lobby Reception, Butler Services, Concierge & Front Services, so as to make sure the team is operating in accordance with the objectives, performance and quality standards of a luxury five-star integrated resort established by Raffles at Galaxy Macau.
Primary Responsibility• Ensure team's service delivery quality meets to the brand standard of Raffles at Galaxy Macau
• Assist Executive Manager to maintain appropriate standards of conduct, dress, hygiene, grooming, uniforms, appearance and posture for all Front Office team members
• Assist Executive Manager to prepare monthly reports and budget for Front Office team
• Provide solutions and handle problems arising from guest’s complaints
• Handle guest's requests and inquiries in cooperation with other departments and divisions when necessary
• Support section daily operation tasks such as handling check in, check out and other related concierge if needed
• Keep abreast of the competition, evaluate the market trends & identify the business needs or challenges by providing recommendation
• Cultivate a positive working relationship with all concerned internal and external stakeholders / functional teams to ensure an effective and seamless customer journey
• Facilitate and provide recommendations to continuous training programs for team members on new operation techniques to increase productivities and maximize revenue and guest services
• Adhere to all security and maintenance procedures and practices including reporting any incidents, hazards or people, complaints and missing or damaged items in a timely and accurate manner
• Actively participate in health and safety activities to ensure the workplace hazards are minimized and the Company's health and safety requirements are adhered
• Conduct daily briefing and monthly meeting of the section, so as to ensure all team members are aware the hotel activities / operational requirements
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction
• Cooperate, coordinate and communicate with other departments as required
• Take full responsibility of Executive Manager in his/her absence
• Evaluate team members and carry out performance appraisal as required
• Has the ability to multi-task and establish priorities
• Perform other duties and special project as assigned and required by management
• University degree in hospitality / hotel management or related field
• Proven track record of similar role in a five-star hotel environment for at least 3 years
• Knowledge of Galaxy Hotel facilities and services is a must
• With excellent communication, liaison, consultation and relationship building skills
• Professionally presentable and physical fit for long hours guest operations
• Knowledge of Microsoft Word, Excel and PowerPoint computer skills set
• Fluent in Cantonese, Mandarin and English, both written and spoken
• Knowledge of another foreign language other than the ones mentioned above is an advantage
• Good team player with "can do" positive attitude