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- Assistant Front Office Manager
- Position
- Assistant Front Office Manager
- Department
- Hotel Operations
- Working Location
- Taipa / Cotai
- Post Date
- 11/09/2023
- Requirements
-
• University Degree, Diploma or equivalent, post graduate in hotel management school is a plus
• Minimum of 10 years working experience in a similar role in a casino environment or property of a similar scale
• Excellent verbal and written communication in English, basic verbal communication in Cantonese and Mandarin
• Positive attitude
• Professional appearance
• Ability to function well as part of a team
• Able to multi-task and work in a fast-paced environment
• Strong customer service orientation and attention to details
• Able to communicate effectively with customers and coworkers
• Strong organization skills
• Good computer skills
• Possess good manual dexterity and coordination to operate office equipment, including computer, fax machine, printer and photocopy machine
• Ability to multi-task
• Able to work on shift and stand for long period of time
- Responsibilities
-
• Supervise all Front Office colleagues and offer managerial assistance when needed and anticipated
• Manage the Reception desk and help with guest check in, check out and any enquiries
• Monitor and maintain full knowledge of room inventory, rates and available rooms for arrivals and walk-in guests
• Be in charge of room inventory and assignment for full house situation
• Drive the upselling programme and work with the team to upsell and achieve targets
• Review the daily room situation, daily selling rate and upselling, always working to keep the hotel on a high REVPAR
• Follow up thoroughly of any in-house accounts with credit limit issue and outstanding accounts, provide update to Front Office Manager.
• Work closely with Finance Department on following up with guests on accounting issues.
• Be In charge of group arrival and departure logistics, preparation of group master accounts
• Assist the Departmental Trainer to perform training and quality control checks
• Be in charge of the daily briefings
• Deputise Front Office Manager duties during his/her absence
• Efficiently handle complaints and any crisis management
• Ensure that all services provided are anticipatory and guest centric, promoting outstanding / exceptional guest satisfaction at all times
• Constantly monitor scores and performance of internal and external service audits and implement necessary actions
• Identify quality improvement trends and effectively communicate issues to the Front Office Manager
• Ensure high level of grooming, hygiene and punctuality of Front Office colleagues
• Assist Front Office Manager to handle disciplinary action, coaching and counselling sessions and related personnel issues
• Monitor the service provided by all colleagues and ensure that high standards that exceed guest expectations are maintained at all times
• Promote and ensure that the respective Brand’s service standards are enforced
• Promote a climate of enthusiasm in the work place
• Liaise closely with Housekeeping and Property Management for all maintenance projects
• Perform any other reasonable duties as required by Front Office Manager from time to time
