Manager - Concierge & Front Services

Position Summary

Manager - Front Services is responsible for managing all aspects of the front of the house welcome services including but not limited to provide assistance in operations, planning, budgeting and staffing in accordance with Galaxy Hotel policies and procedures.  Provide guidance and support to front line team members, implement and enforce Asian Heart service excellence in all areas supervised. Uplift Concierge & Front Services to meet or exceed expectation of every guest.

Primary Responsibility

• Always be alerted in giving assistance courteously and quickly before having to be asked, ensure all guests arrive and depart the hotel with a positive impression of our services.
• Proactively promote Asian Heart service philosophy to all team members.  Lead by examples.
• Ensure the conditions of luggage rooms and Front services receptions are well maintained and equipped. 
• Provide assistance in conducting daily operation briefing with the most updated hotel information share.
• Manage queue in every guest area, engage with guest and control crowd.
• Ensure welcome services accuracy at all Macau borders, include but not limited to Macau International Airport, Macau and Taipa Ferry Terminal, and Border gates.
• Enhance team efficiency by introducing up to date technology but not compromising services.
• Ensure information directory are up to date.  Updating the local city events / attractions / restaurants / shopping area information and ensure the information shown is updated and accurate at all times.
• Assist superior to ensure all Concierge & Front Services team members are knowledgeable on Galaxy Hotel services / facilities, and its surrounding areas in order to respond to the guest's inquires accurately.
• Always prepare to recommend hotel's own F&B outlets before any other and be familiar with operating hours and each outlet's specialty.
• Uplift the team with enterprise thinking.  Efficiently allocate resources and support other department to achieve greater success of the company.
• Provide 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.
• Respond to situations to ensure guests satisfaction.
• Be familiar with company flagged VIPs preferences.
• Have full knowledge of Galaxy Hotel standards and assist superior to ensure staff to follow.
• Perform other duties assigned by superior as required.

Requirements

• Knowledgeable and skillful of hotel services and facilities
• Education, Training Qualifications: College level
• Experience: Minimum of 5 years supervisory experience of Front Office in integrated resort industry
• Personality: Initiative, highly organized & detail-oriented; excellent communication and interpersonal skills
• Languages: Good command of both written & spoken English, Cantonese and Mandarin.
• Knowledge of another foreign language other than the ones mentioned above is an advantage.
• Experience in shared-service structure is an advantage.