Manager - Front Office

Position Summary

This position is responsible for operations of entire Front Office team, including Lobby Reception, Concierge & Front Services, so as to make sure the team is operating in accordance with the objectives, performance and quality standards of a luxury five-star integrated resort established by Galaxy Macau.

Primary Responsibility

• Ensure team's service delivery quality meets to the brand standard of Galaxy Macau;
• Assist Executive Manager to maintain appropriate standards of conduct, dress, hygiene, grooming, uniforms, appearance and posture for all Front Office team members;
• Assist Executive Manager to prepare monthly reports and budget for Front Office team;
• Provide solutions and handle problems arising from guest’s complaints;
• Handle guest's requests and inquiries in cooperation with other departments and divisions when necessary;
• Support section daily operation tasks such as handling check in, check out and other related concierge if needed.
• Keep abreast of the competition, evaluate the market trends & identify the business needs or challenges by providing recommendation
• Cultivate a positive working relationship with all concerned internal and external stakeholders / functional teams to ensure an effective and seamless customer journey;
• Facilitate and provide recommendations to continuous training programs for team members on new operation techniques to increase productivities and maximize revenue and guest services;
• Adhere to all security and maintenance procedures and practices including reporting any incidents, hazards or people, complaints and missing or damaged items in a timely and accurate manner;
• Actively participate in health and safety activities to ensure the workplace hazards are minimized and the Company's health and safety requirements are adhered.
• Conduct daily briefing and monthly meeting of the section, so as to ensure all team members are aware the hotel activities / operational requirements;
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction;
• Cooperate, coordinate and communicate with other departments as required;
• Take full responsibility of Executive Manager in his/her absence;
• Evaluate team members and carry out performance appraisal as required;
• Has the ability to multi-task and establish priorities; and
• Perform other duties and special project as assigned and required by Management.

Requirements

• University degree in hospitality / hotel management or related field;
• Proven track record of similar role in a five-star hotel environment for at least 3 years;
• Knowledge of Galaxy Hotel facilities and services is a must;
• With excellent communication, liaison, consultation and relationship building skills;
• Professionally presentable and physical fit for long hours guest operations;
• Knowledge of Microsoft Word, Excel and PowerPoint computer skills set;
• Fluent in Cantonese, Mandarin and English, both written and spoken;
• Knowledge of another foreign language other than the ones mentioned above is an advantage;
• Good team player with "can do" positive attitude.