Assistant Manager, Front Operations is responsible for the efficient and smooth running of the daily Hotel Operations. He/She will particularly focus on areas such as Front Desk, Villas, Concierge, Bell team and Guest Services. This is to be achieved by appropriately allocating resources across the operations, monitoring and managing various standards, policies and procedures.

PRIMARY RESPONSIBILITIES:

• Represent management in the handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner.
• Oversee the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients of the Hotel
• Ensure appropriate and thorough follow-up with respect to Hotel issues.
• Maintain close working relationships with other departments, such as International Marketing, Casino Marketing, Housekeeping, Property Services, F&B, Contact Centre, Spa, Human Resources, Transportation and Revenue and attend any meetings in the absence of the Front Operations Manager as required.
• Ensure that on-going pertinent/relevant logbook communication to other shifts is maintained
• Checks and ensures that all rooms/suites assigned for VIPs are in order and the respective amenities and welcome cards are placed in the room/suites before arrival
• Ensure a smooth an efficient arrival for all VIP's. Randomly inspect VIP rooms, ensuring housekeeping standard are being maintained.
• Meet and greet guests and foster positive relationships between the guests and hotel.
• The FO Assistant Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival at Hotel.
• Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs
• Maintain a thorough understanding of the policies and procedures for all emergency situations and ensure they are handled in accordance to the company's policies and procedures. Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
• Handle all guest accidents in conjunction with hotel security ensuring a thorough investigation is completed and all information is sent to the appropriate Management for immediate action.
• Manage guest’s profile for constant record of personal preferences.
• Manage the Hotel Customer Satisfaction Program ensuring a systematic approach to guest feedback and complaint recovery.
• Inspect all hotel facilities on a day-to-day basis both inside and exterior of the property, ensuring that relevant standards of presentation, cleanliness, etc. are adhered to.
• The FO Assistant Manager is to ensure all staff on duty are at all times immaculately groomed and wear correct and complete uniform
• Observe the overall conduct, appearance, productivity and performance of all employees and relay any relevant information to Management.
• The FO Assistant Manager must be fair and just in any staff disciplinary action required whilst on duty
• Work closely with and report directly to the Assistant FOM and Front Operations Manager.
• Keep well informed and up-to-date with current and future room inventory and selling strategies and to ensure maximum yield is achieved each day.
• Support the Public Relations, Investors Relations and Executive Office in doing COD tour for their potential customers; as well as for Hotel guests when the Front Services Manager is not available.
• Conduct Night Audit each night. Duties include finalising final arrivals, proof-list checking, ensuring all departures are clear and processing express departures.
• Adhere to and exhibit pro-active leadership in accordance with the Company’s Health and Safety policy by assuming responsibility and accountability for the health and safety of employees and for the working environment.
• Lead the front operations team in the event of crisis and emergency to ensure guest’s & colleagues’ safety, and protect the property and brand from being affected or damaged.
• Adhere to and exhibit pro-active leadership in accordance with the company's internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity and diversity is fostered.
• Through consultation and involvement of employees promote an environment where workplace hazards are minimised and the health and safety of employees is valued.
• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency, Typhoon and Bomb procedures and carry out ad hoc internal drills on them.
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Melco Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.
• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Melco Internet and Email policy
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
• Ensure that all staff’s behaviour, personal grooming and service skills are in line with Hotel pledge, Forbes standards and Melco core standards
• Report accidents, injuries, unsafe work conditions and/or security issues to the management
• Perform other reasonable job duties as assigned by management from time to time
• Ensure that you as a FO Assistant Manager are constantly aware of and `up-to-date' with all happenings and operations within the hotel. It is vital that you have an obvious presence throughout the hotel, and be visible and moving through public areas and departments continually whilst on duty

Qualifications

Experience

• Minimum of 3 years management experience in a Front Office position within a luxury 5 Star International Hotel
• Knowledge of Hotel Property Management Systems (preferably OPERA)
• Proficient in software packages including Word, Excel, Outlook
• International and China/PRC customer relations exposure
  

Education

• Diploma or degree in equivalent hospitality training
  

Skills / Competencies

• Able to work under pressure
• Resourceful
• Good command in both written and spoken Cantonese / Mandarin / English
• Consistently well-groomed
• Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
• Able to work on overtime when needed
• Displays exceptional commitment to improving customer service
• Cultural astute in order to deliver upon guest expectations
• Proven employee and customer orientation
• Provides visible leadership to employees
• Motivates others to achieve business objectives and common goals
• Ability to communicate well to all levels of management and employees
  Highly personable with an energetic approach to customer interactions
• Effective planning and organisational skills
• Ability to build rapport with all customers - external and internal
• Excellent planning and execution skills
• Demonstrate high degree of self-disciplines and diligence

Job

Concierge / Front Desk

Primary Location

Macau SAR-City of Dreams Macau

Organization

City Of Dreams Macau