Assistant Front Office Manager

Organization- Hyatt Centric Victoria Harbour, Hong Kong Summary Responsibilities

• Prepare work schedules and annual leave schedules within budget, business expectations and guidelines of the appropriate industrial legislation.
• Familiar with hotel emergency and crisis handling procedure. Provide comprehensive trainings to associates within Front Office Department.
• Conduct Room Inspections with particular emphasis on cleanliness and standard set up and helps carry out inspection of other hotel areas regularly, including lobby and driveway.
• Perform room inspection for VIP rooms, work with Housekeeping team and Engineering team to ensure cleanliness and condition is maintained at high-standard.
• Ensure that the guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel’s policy and procedures.
• Manage and maximize occupancy, revenue, and average rate while maintaining high service standards via the up-selling programs within the department.
• Effectively handle all guest complaints and implements long term solutions where possible. Follow up any outstanding issues and make sure service recovery is provided.
• Review guest feedback from different platforms. Drive outstanding result from TripAdvisor by reviewing current service standard and implement new initiative when necessary.
• Implement and maintain training systems to ensure that associates have the necessary framework and skills to perform their job efficiently and effectively.

Qualifications

• Minimum 7 years of Front Office experience with at least 3 years managerial experience, preferably gained from hospitality or related service industry
• Familiar with Opera System
• Excellent command of spoken English and Putonghua
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Be able to coach and train new associates.
• Ability to manage and lead the team.
• Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.