Job Description:



a. Front Office Operations Management:



1) Oversee the daily operations of the front desk, reservations, and guest services

2) Ensure smooth check-in and check-out processes, addressing any guest concerns promptly

3) Monitor and maintain the hotel’s property management system (PMS) and other relevant software

4) Ensure accurate handling of guest accounts, billing, and cashiering procedures



b. Guest Experience:

1) Ensure all guests receive a warm welcome and personalized service throughout their stay

2) Handle guest complaints and resolve issues in a timely and professional manner

3) Implement strategies to enhance guest satisfaction and loyalty

4) Maintain a visible presence in the lobby to interact with guests and address their needs

5) Personally check all VIP rooms, escort and bid farewell to all VIP quests. Also to ensure VIP service is extended to every guest



c. Team Leadership:

1) Recruit, train, and supervise front office staff, including front desk agents, concierge, and reservations team

2) Conduct regular performance evaluations and provide coaching and feedback to team members

3) Create and manage staff schedules to ensure adequate coverage during peak periods

4) Foster a positive and collaborative work environment



d. Administrative Duties:

1) Prepare and analyze front office reports, including occupancy, revenue, and guest feedback

2) Monitor and control front office expenses within the budget

3) Maintain accurate records of guest interactions, incidents, and special requests

4) Collaborate with other departments to ensure seamless communication and coordination

5) Attend and chair all Front Office scheduled meetings as well as meetings called at random by Management

6) Conduct regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time



e. Revenue Management:

1) Maximize room revenue by managing room inventory and implementing upselling strategies

2) Monitor competitor pricing and market trends to adjust rates and promotions accordingly

3) Work closely with the sales and marketing team to make bookings and occupancy



f. Compliance and Standards:

1) Ensure compliance with hotel policies, procedures, and brand standards

2) Maintain a safe and secure environment for guests and employees

3) Stay updated on industry trends and best practices to improve front office operations


Requirements:

3 - 5 years of experience in a 4-star or above hotel in Macau, with at least 3 years in a Front Office managerial role.

Bachelor’s degree in Hospitality Management.

​Relevant certifications in hospitality, front office, or guest service management.

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Proficient in Microsoft Office Suite, hotel management system and PABX system (Knowledge of Shiji Cambridge and Alcatel Lucent is a plus).

Ability to multitask and work under pressure in a fast-paced environment.

Proficient in both Chinese and English.

Macau ID holder only.

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