Manager - Front Office (JW Marriott Hotel)

POSITION SUMMARY:

Manager - Front Office is responsible for supporting the superior in the overall strategy execution, planning, coordinating and leading the hotel front office operations to ensure the highest level of guest care and team engagement with effective leadership to achieve the overall business goals. Manager - Front Office ensures luxurious, exceptional and personalized hotel experiences are delivered to GEGPC Diamond guests, identified VIPs and Suite paying guests.

PRIMARY RESPONSIBILITIES:

• Directly manage the Front Office and VIP Service teams and inspire the team member for excellence.
• Represent Galaxy Hotel to welcome and greet international esteemed guests of Noble International Club.
• Champion the brand and be an ambassador of the World Class Asian Heart Service Culture.
• Assist the superior in establishing Department Operating Manual and Specific Operating Procedures to ensure service excellence.
• Develop team strengths, identify areas for improvement and coach team members for their personal growth.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction.
• Be an innovator in creating WOW moments and deliver a luxury service experience to all guests.
• Identify areas of service shortfalls and develop Best in Class practices and service standards.
• Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch points.
• Actively participate in health and safety activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued.
• Evaluate team members and carry out performance appraisal as required.
• Participate in data analysis, record keeping and reporting required by the government and the management.
• Assist in preparing yearly Hotel Services Operation Budgets. Also to review the P&L and to take corrective action as and when necessary.
• Ensure to be present and add value to the daily briefing as well as monthly meeting and trainings
• Work closely with Housekeeping, Hotel services, Engineering, In Room Dining and all other supporting departments to ensure the delivery of business excellence.
• Provide personalized customer service at the highest level befitting the five-star standard and lead the team to ensure guests receive prompt, cordial attention and recognition.
• Ensure to be fully conversant with all Galaxy Hotel emergency procedures.
• Has full knowledge of Galaxy Hotel brand standards, conducts daily shift briefings to ensure hotel activities and operational requirements are known by all team members.
• Ensure to the Company’s health and safety requirements are adhered.
• Keep abreast of the competition and to evaluate the evolving market trends.
• Ability to multi-task and establish priorities.
• Perform all functions as and when required by the superior.

REQUIREMENT:

Experience

• At least 5 years of work experience in a luxury hotel / IR with 2 years as a multi department / division head role in rooms function managing guest experience in a large team. (integrated resort environment experience is a plus).
• Solid working knowledge in hotel operations / guest services / housekeeping operations and ability to embrace change and inspire the team members.
• Experience managing a high volume operation and excellent multi-tasking skills and ability to manage and influence multiple stakeholders
• Strong knowledge of Opera system, good understanding of Forbes service standards, effective communicator, ability to lead a motivate a team, attention to detail, ability to provide personalized touches.
• Strong leadership and team management skills which fosters teamwork and inclusive culture.
• International working experience is an advantage.

Education

• University degree in hotel management, business administration or related field

Skills / Competencies

• Passionate in people business, strive to deliver exceptional guest service with excellence
• Quality driven, caring, analytical, action oriented and display a high level of commitment to team development.
• Growing mindset
• Familiar with Hotel PMS system Opera
• Proficient computer skills and writing skills
• Good communication, interpersonal, supervisory skills and problem solving skills
• Display a high level of commitment to customer services and team development
• Fluent in speaking Mandarin, Cantonese and English. Foreign language communication skill is an advantage.
• Outstanding written and oral presentation skills