The position is responsible to provide execellant services to the VIP guests, in accordance with Hotel brand standard. He/she is required to ensure that the stay experience of the guests are memorable, exceptional personalized that all guest needs are handled in a prompt and efficient manner, at the same time consistent with the Galaxy Macau’s established standards and procedures.
Primary Responsibility• Report and communicate with the Manager within the team on all pertinent matters affecting guest services and Hotel operations;
• Identify and satisfy guest requests which includes but not limited to check in , check out, luggage assistance, butler services and concierge service etc. in accordance with company policy, procedures;
• Prepare suites by creating the atmosphere and setting the appropriate amenities before guest arrival;
• Familiar with all Galaxy Macau as well as Macau famous food & beverage outlets;
• Maintain, track guest preference profiles and familiar with guests' habits and favours;
• “Punch” all rooms and suites to ensure everything is in working order;
• Keep well mannered and groomed as per company standard at all time;
• Aware of each day's guest arrivals and departures, emphasis on VIPs and groups;
• Ensure guests receiving prompt attention and personal recognition throughout the stay, especially VIP guests;
• Respond to and resolve guest needs and problems;
• To provide 24/7 personalized service at the highest level befitting the five star standard;
• Consistently seek new and innovative service initiatives to “wow” the VIP guests;
• Conversant with all Hotel emergency and security policy and procedures;
• Perform related duties and special projects assigned;
• Ensure the guests have a positive impression of the Hotel services;
• Assumes other duties assigned by Management as required;
• University degree in hospitality Management, hotel management, or related disciplines;
• Proven track record of experience in Butler/ Front Office/ Hotel industry for at least 1 years will be an advantage;
• Experience in a five star hotel environment is an advantage;
• 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;
• Fluent in Cantonese, Mandarin and English, both written and spoken;
• Knowledge of another foreign language other than the ones mentioned above is an advantage;
• Knowledge of Microsoft Word, Excel and PowerPoint computer skills set;
• Good team player with "can do" positive attitude;