Executive Manager - Front Office

Position Summary

• Operates under the general direction of the Vice President - Hotel operations and in accordance with the objectives, performance and quality standards of a luxury five-star integrated resort established by the Galaxy Macau
• Manages and directs all aspects of the Front of house operations
• Monitor guest feedback including guest surveys and online reviews, to evaluate service quality, identify and implement training needs and recommend innovative enhancements and service improvements. Executive Manager – Front Office is Accountable for the impeccable execution of service delivery to ensure memorable guest experience whilst strengthening the company's brand image. Identify areas of service shortfalls and recommend and embrace changes.

Primary Responsibility

• Ensure Front Office team delivers best in class guest experience embracing the established brand standards
• Ensure that all sections of the Front Office team is efficiently staffed and well trained personnel in accordance with the performance and quality standards established for Galaxy Macau Hotels;
• Maintain appropriate standards of conduct, dress, hygiene, grooming, uniforms, appearance and posture for Front Office team members;
• Participate in the preparation of the Hotel's Profit Plan and prepare annual Front Office team's budget according to the Hotel strategic annual goal.
• Forsee and resolve problems arising from guest’s complaints and handle unusual requests and inquiries in cooperation with other departments and divisions when necessary;
• Identify potential challenges and come up with recommendation in the competitive and volatile labor market.
• Keep abreast of the competition and to evaluate the market trends & identify the business needs .
• Ability to multi-task and establish priorities.
• Identify areas of service shortfalls and use luxury Benchmarks such as Forbes Ratings Program to develop Best in Class practices and service standards
• Coordinate closely with the supporting departments to ensure the delivery of guest services and create opportunities within other divisions.
• Cultivate a positive working relationship with all concerned internal and external stakeholders / functional teams to ensure an effective and seamless customer journey.
• Identify, review, and facilitate continuous training programs for employees on new operation techniques to increase productivities and maximize revenue and guest services.
• Establish good control practices / systems in all operating departments and to review as and when necessary.
• Adhere to company’s health and safety requirements.
• Adhere to all security and maintenance procedures and practices including reporting any unusual or suspicious incidents, hazards or people, complaints and missing or damaged items in a timely and accurate manner.
• Communicate guiding principles and company's core values effectively to all levels of employees.
• Champion the brand and the world class Asian heart Service culture.
• Conduct daily briefing and monthly meeting of his/her section.
• Cooperate, coordinate and communicate with other Hotel departments as required.
• Evaluate team members and carry out performance appraisal as required.
• Participate in data analysis, record keeping and reporting required by the government and the management.
• Work closely with internal and external parties including but not limited to MGTO, internal departments and vendors.
• Perform other duties and special project as assigned and required by Management.

Requirements

• University degree in hotel management, business administration or related field is an added advantage
• At least 10  years of work experience in hotel industry with at least 5 to 7 managerial working experience years in Front office/Concierge &Bell / Guest Services in a luxury five star large operations (integrated resort environment experience is a plus)
• Display a high level of commitment to customer services and team development
• Outstanding written and oral communication skills
• Solid working knowledge in hotel operations / guest services and ability to embrace change and inspire the team members
• Experience managing a high volume operation
• Budgeting, forecasting experience preferred
• Personality: Customer oriented, Excellent Communication Skills, Analytical, Action Oriented and displays a high level of commitment to job and self-development.
• Languages: Good command of both written and spoken English (Cantonese / Mandarin or other language skills is a plus).
• Membership of Les Clefs d’Or would be an advantage
• Knowledge of another foreign language other than the ones mentioned above is an advantage