Manager - Concierge & Front Services

Position Summary

The Manager - Concierge & Front Services is responsible for managing all aspects of the front of the house Concierge and front services team including but not limited to operations, planning, budgeting and staffing in accordance with Hotel policies and procedures.  Provide leadership and support to front line team members, implement and enforce Asian Heart service excellence in all areas supervised.  Lead Concierge & Front Services to 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.
• Manage Concierge and Front Services activities and team members.
• Provide guidance, support, and training to ensure efficient and professional service delivery. Inspire the Assistant Manager -  Concierge & Front Services to execute aligning with department direction.
• Ensure all areas within Concierge & Front Services operations are well covered with sufficient manning.
• Maintain a high level of guest satisfaction by ensuring exceptional service standards are met.
• In full control and ensure the conditions of luggage rooms and Front services receptions are well maintained and equipped.
• Conduct daily operation briefing with the most updated hotel information share.
• Manage queue in every guest area, engage with guest and control crowd.
• Ensure the conditions of luggage rooms, Concierge desks and Front services receptions are well maintained and equipped, identify areas for enhancement
• Ensure welcome services accuracy at all Macau borders, include but not limited to Macau International Airport, Macau and Taipa Ferry Terminal, and Borders.
• Enhance team efficiency by introducing up-to-date technology but not compromising services.
• Ensure information directory are up-to-date with local city events / attractions / restaurants / shopping area information at all times.
• Assist superior to ensure all Concierge & Front Services team members are knowledgeable on 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.
• Inspire the team with enterprise thinking.  Efficiently allocate resources and support other department to achieve greater success of the company.
• Provides functional assistance and direction to all departments.  Cooperates, coordinates and communicates with other Hotel as required.
• Be responsible for the P&L reports and forecasts of his/her section.
• Conduct regular meeting for Concierge & Front Services team to ensure excellent communications at all levels.
• Evaluate Concierge & Front Services team members and carry out performance appraisal as required.
• Monitor appropriate standards of conduct, uniform, grooming, hygiene and appearance of Concierge & Front Services team members.
• 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 of hotel services and facilities
• Minimum of 10 years relevant experience of Front Office in integrated resort industry
• Strong leadership and supervisory skills, with the ability to motivate and manage a team.
• Excellent customer service and interpersonal skills.
• Initiative; highly organized & detail-oriented; excellent communication
• Good command of both written & spoken English, Cantonese and Mandarin.
• Experience in shared-service structure is an advantage.