POSITION SUMMARY:
Under the general direction of the Guest Services Manager, and within the limited of established hotel policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community.


PRIMARY RESPONSIBILITIES:

• Has full awareness, manages and supervises all tasks of his/her staff.
• Reports directly to and communicates with the on all pertinent matters affecting guest service and hotel operations.
• Provides functional assistance and direction to all departments.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Responds to guest needs and resolves related problems
• Supervises and directs Front Desk & Mail Room personnel.
• Supports and assists Front Office personnel and all departments at peak periods.
• Ensures VIPs guests receive special attention.
• Inspects front of house and back of house regularly for cleanliness.
• Maintain and ensure accurate inventory of safety deposit box at all times.
• Ensures that all equipment is accounted for and are always in good condition.
• Manage greeting, rooming, and sending off VIP guests.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provides input for Front Office meetings.
• Promotes inter-hotel sales and in-house facilities.
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure room revenue control.
• Analyses negative posting to ensure proper revenue record.
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Is fully conversant with all hotel emergency procedures.
• Ensures front line staff to comply with FIT Marketing techniques and maximize sales.
• Is fully aware of the Credit Policy
• Takes full responsibility of Front Office staff in absence of Executive Manager – Front Office & Concierge, Front Desk Manager & Chief Concierge
• Performs related duties and special projects assigned
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Assumes other duties assigned by Management as required.

• Knowledge of hotel facilities and services
• Diploma holder in hospitality management or related disciplines
• Minimum 3 years' relevant experience in managerial level of Front Office in the hotel industry
• Initiative, organized and detail-oriented
• Excellent communication, interpersonal and supervisory skills
• Good command of both written and spoken English, Cantonese and Mandarin
• Knowledge of another foreign language other than the ones mentioned above is an advantage.