Duties and Supporting Responsibilities:

• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect, and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements.
• Assist to promote upselling programs in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis.
• Continually proactively find ways to improve the scores of all audits related to the department.
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation and ensure personally speak to any guest that are being transferred to another hotel. Ensure guest satisfaction is attained with a good balance of the interest of the company.
• Check all rooms assigned for VIPs prior to their arrivals ensuring amenities, room cleanliness and room facilities are ready and up to standard/ expectation.
• Coordinate and cooperate with Guest Services team on checking/ following room discrepancies, due-out, high balanced etc
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programs and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at anytime
• Be familiar with Guest Services, Guest Relations and Concierge’s Standard Operations Procedures and hotel’s policies and procedures. Make recommendations on operating procedures to ensure smooth operation when necessary.
• Assist with trainings and colleague development.
• Ensure instructions from senior management is being conveyed and followed through.

Job Requested:

• Minimum 5 years front office working experience in luxury hotel of which at least 1 year in a similar capacity.
• Strong knowledge of front office operations, including but not limited to cashier and reception, duty manager, or relevant experience.
• Strong desire to deliver excellent guest services and with passion to serve.
• Ability to multi-task and remain composed at all times.
• A good team leader with ability to drive the team for results.
• Computer literacy which is no limited to Excel, Power Point and Word.
• Fluent in English and Mandarin, both spoken and written.