Assistant Manager - Concierge

Position Summary

Primary Responsibility

• Assist in managing the smooth & efficient operations of Concierge, Front Services (Bell & Door).
• Ensure to provide updated information pertaining to all Hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to the guests.
• Manage and support the team to assist guests where appropriate / necessary as well as liaise with relative department heads or executive management in the absence of the superiors.
• Develop and maintain a good relationship and work closely with all related parties.
• Report directly to FOM and EM on all pertinent matters affecting guest service and Hotel operations.
• Adhere to, actively drive and promote Hotel brand culture and Asian Heart Values to each team member.
• Assist to prepare roster taking into consideration projected occupancy and any large group arrangement.
• Ensure that all team members are comply with company policy to perform their tasks promptly and efficiently, and provide guidance where necessary.
• Assist to identify training needs, develop training plans and implement training sessions in accordance with the quality standards.
• Create work environment that promotes teamwork, feedback, recognition, and respect, to build up team loyalty.
• Actively participate in health and safety activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued.
• Assist to ensure team member's uniform, grooming, and presentation are comply according to grooming standards.
• Provide positive feedback and suggestions on performance improvement and conduct performance appraisal as required.
• To be full conversant with all aspects of the Concierge, Opera and Hotsos system.
• Assist to prepare monthly reports and budget for responsible sections.
• Assist to analyze departmental cost for best value and manage within approved budget.
• Ensure to fully conversant with all Hotel emergency procedures.

Requirements

• Bachelor degree in hotel management, hospitality management or related field.
• At least 3 years at Supervisor position to supervise a large team enhancing guest experience.(integrated resort environment experience is a plus).
• Solid working experience in hotel operations/guest services.
• Good communication, interpersonal, supervisory skills and problem solving skills.
• Display a high level of commitment to customer services, team management and development.
• Ability to motivate and inspire team members for change.
• Strong knowledge of Opera and Hotsos system, good understanding of Forbes service standards, effective communicator.
• Fluent in English, Mandarin and Cantonese, both written and spoken. Foreign language other than the ones mentioned above is an advantage.
• Full International member of Les Clefs D’Or is preferred.