Assistant Manager - Front Office

Position Summary

This position is responsible for operations of Front Office team, and make sure the team is operating in accordance with the objectives, performance and quality standards of a luxury five-star integrated resort established by Raffles Hotel. Under the general direction of the Executive Manager - Front Office and within the limits established by Hotel policies and procedures, provides supportive functional assistance to all departments; interacts with guests and members of the community. 

Primary Responsibility

• Reports directly to Executive Manager - Front Office and communicates with the Front Office Manager and all pertinent matters affecting guests service and Hotel operations.
• Has full awareness, manages and supervises all tasks of his/her team members.
• Maintains communication logbook of his/her section.
• Assists in conducting monthly meeting of his/her section.
• Assists in identifying training needs and Assists in conducting training sessions accordingly.
• Assist to prepare roster of the Front Office team.
• Work closely with security team to handle emergency case of the hotel. 
• Ensure the team is operating according to Front Office related SOPs.
• Coach and guide the Front Office team member during daily operation.
• Cooperates, coordinates and communicates with other Hotel departments as required.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the Hotel.
• Responds to guests needs and resolves related problems.

Requirements

• Knowledge of Hotel facilities and services. 
• Diploma holder in Hospiality Management or related disciplines. 
• 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
• Initiative, organized and detail-oriented; excellent communication, interpersonal and supervisory skills.
• Good command of both written and spoken English, Cantonese and Mandarin.