Assistant Manager/ Duty Manager – Front Office

Organization- Hyatt Centric Victoria Harbour, Hong Kong Summary Responsibilities

• 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
• Initiates the implementation of new Front Office Standards & Procedures in keeping with brand direction
• Conduct development and performance reviews, identifying key personnel for further development and structured career path
• Perform adhoc job tasks assigned by the hotel management

Qualifications

• Minimum 5 years of Front Office experience with at least 3 years supervisory experience, preferably gained from hospitality or related service industry
• Familiar with Opera Cloud System
• Excellent command of spoken English and Putonghua
• Good training skills and communications skills