Duty Manager (Front Desk)

Position Summary

Duty Manager is responsible for managing guest satisfactory not limited to current hotel but Galaxy Macau. Provide leadership and support Supervisor to manage Front Desk team members to smoothly execute daily tasks and deliver World-Class, Asian Heart exceptional guest experience to every guests.

Primary Responsibility

• Ensure excellent guest satisfactory level by assure high service quality consistency.
• Always be present at reception and proactively engage with guest to obtain feedback.
• Meet and greet VIP arrival and departure.
• Prioritize in assisting with special guest request.
• Cooperate with security for any loss prevention actions.
• Always be alerted in giving assistance courteously and quickly before having to be asked, ensure all guests arrive and depart thehotel with a positive impression of our services.
• Thoroughly follow up with internal and external constructive feedback and respond within promising time period.
• Proactively promote Asian Heart service philosophy to all team members. Lead by examples.
• Ensure the conditions of lobby area is well maintained and equipped.
• Conduct daily operation briefing with the most updated hotel information share.
• Manage hotel occupancy and room type availability by communicating with stakeholders.
• Manage queue in every guest area, engage with guest and control crowd
• Enhance team efficiency by observation and collect feedback from Front Desk team members.
• Assist superior to ensure all Front Desk team members are knowledgeable on hotel services / facilities, and its surrounding areas inorder to respond to the guest's inquiries accurately.
• Provides functional assistance and direction to all departments. Cooperates, coordinates and communicates with other Hotel as required.
• Aware thoroughly of arrivals and departures of each day with emphasis on VIPs and groups.
• Responds to situations to ensure guests satisfaction.
• Be familiar with company flagged VIPs preferences.
• Have full knowledge of hotel standards and assist superior to ensure staff to follow.
• Perform other duties assigned by management as required.

Requirements

• Knowledge and Skills: knowledge of hotel services and facilities, training and business presentation skill
• Education, Training Qualifications: College level
• Experience: Minimum of 2 years experience of front desk supervisor role, integrated resort experience is an advantage
• Personality: Passionate in exceptional customer service, initiative, highly organized and detail-oriented; excellent communication and interpersonal skills
• Languages: Good command of both written and spoken English, Cantonese and Mandarin, foreign language is an advantage
• Knowledge of another foreign language other than the ones mentioned above is an advantage.
• Experience in shared-service structure is an advantage.