Job Description: • Observes and ensures that all colleagues are performing their duties in accordance with established hotel’s policies and procedures • Represent management in handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner • Meet and greet guests and foster positive relationships between hotel management and regular clientele • Assist all departments with any service lapses that may arise • Empowered to make decisions in the best interest of the hotel from a sound understanding of how decisions are made, ensuring consistency • Ensure effective communications to all colleagues on a day-to-day basis • Maintain complete knowledge of: - All hotel features/services, hours of operation - All hotel restaurant food concepts, menu price range, dress code and ambiance - All hotel catering events and restaurant covers - All hotel room inventory, daily occupancy • Keep well informed and up-to date with current, future room inventory and selling strategies to ensure maximum yield is achieved each day • Perform daily walk-through throughout the hotel • Inspects all public and back of the house areas and ensure immaculate cleanliness at all times while identifying any potential safety hazards • Responsible for inspection of all VIPs accommodations ensuring all details are captured based on guest preferences • Communicate with relevant Department Heads to ensure documentation of all incidents • Handle all guest accidents in conjunction with security ensuring thorough investigation is completed and all information are being sent to the appropriate Management for immediate action • Records all incidents via system to encompass - Guest Incidents - Guest Injury, Sickness and Accidents - Employee Accidents - Business Irregularities - Emergency Events • Welcomes designated VIPs and escort them to their accommodations • Maintain a thorough understanding of the policies and procedures for all emergency situations to ensure they are handled in accordance to the hotel’s policies and procedures • Take responsibility for the safekeeping and utilization of the master and emergency keys whilst on duty • Conduct Night Audit each night Duties include finalizing final arrivals, proof-list checking, ensuring all departures are clear, processing express departures, and etc. • Approves and/or disapproves prospective guests when their behavior or character is questionable • Assist in the rooming of guests during heavy arrivals and the checking in / out of guests during peak periods • Witness the removal of guest’s money and other valuables, receive and place items in the agreed upon location as determined with Security under the Lost and Found Policy • To assist the Front Office Manager as directed and for special projects as requested • Perform any and all functions in all divisions when needed • To coach and develop colleagues • Ensure close monitoring of Annual Leave, Public Holiday and overtime clearance • Ensure high level of grooming, hygiene and punctuality of Front Office team members • Ensure team members’ uniforms, equipment, personal hygiene and grooming standards meets the required standards as stipulated • Identify and praise colleagues that are recommended by guests for their good work • Promote a climate of enthusiasm in the work place • Maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and action when needed Job Requirement: • Diploma or above, major in hotel management is highly preferred • Minimum of 3 years working experience in a management or supervisory role in a 5 star hotel • Excellent verbal and written communication in English, ideally fluent in Cantonese and Mandarin • Able to multi-task and work in a fast-paced environment • Strong customer service orientation and attention to details • Diligent attention to safety • Strong organization skills • Understanding of Hotel Property Management and the Key Systems (preferably OPERA and Ving Card) • Proficient in software packages including Word, Excel and Outlook • Must be able to work on shift and standing for long durations Interested Parties, please apply via: • Email the detailed resume to careers@sjmresorts.com • Hotline 89820288 / 68827117