Job Purpose: Manage the daily operations of the Front Office, Concierge and Business Service Center Teams. Ensuring and Motivate Team Members to exceed guests’ expectations for five-star service.

Key Responsibilities

• Oversee and manage the daily operations of the Front Office, Concierge and Business Service Center Departments.
• Manage daily staff coverage at all desks to ensure sufficient coverage in all areas.
• Manage daily room counts and daily selling strategies to ensure meeting of forecast occupancy. Coordinate Housekeeping needs to ensure sufficient inventory for daily arrivals and departures. Show never-ending attention to details.
• Maintain Hotel Service Standard by ensuring that staff attitude is always exceptional, staff is well groomed, manners and service is always delivered to the highest luxury standard required by the property and any third party rating systems such as Forbes Hotel Ratings. Manage the flow of traffic at all Registration counters as well as Handling any problems and guest complaints. Take personal responsibility for correcting customer and service issues.
• Conduct property walks and ensure any maintenance issues are reported and repaired.
• Troubleshoot all guest issues and problems. Determine and give compensation where required to resolve guest issues.
• Log and update daily incident reports, and monitor incidents and follow up to a timely conclusion, make recommendations to avoid repeat issues.
• Foster and maintain an atmosphere of high morale. Ensure a clear and open communication line to all team members in the department.
• Monitor and provide feedback to all employees regarding company Policies and Procedures pertaining to Hotel regulations and standards. Report any potential obstacles or issues to management for review. Always strive to be better.
• Coordinate with other department for successful handling of daily events, including groups & VIP’s during registration, stay and departure. Specifically with Bell, Door & Valet, Limousine, Shuttle Bus, Housekeeping, Revenue Management, Room Reservations, Resort Marketing, and Finance Department.
• Attend daily briefing, demonstrate and share the departmental goals and vision, communicate on day selling strategy and any important VIP’s, events and activities. Actively train and brief any department, service and/or procedural changes.
• Respond and handle situations in accordance with contingency and crisis management guidelines with regards to guest accidents, property damage, fire, bomb threat and evacuation.
• Accept any other duties and responsibilities assigned by the Director and/or Front Office Manager
• Provide assistance and support to team members in their daily duties and guest interactions if needed.

Competencies and Requirements
Experience: Minimum 5 years of Front Office management experience in a five-star hotel
Knowledge/Certificates: Knowledge of Macau market. Basic accounting and cash handling. (Cross exposure in other hotel departments an advantage)
Education: Bachelor degree of equivalent (in Hospitality or Tourism preferred)
Language Ability: Fluent English, Mandarin and Cantonese
Computer Skills: Proficient in MS Office and Fidelio