The Assistant Manager takes a role in assisting to provide supervision and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. The Assistant Manager also responsible for handling any guest inquiries or complaints and emergency situations round the clock and ensure guest satisfaction is attained with a good balance of the interest of the company.
大堂副理根据酒店制定的目标、绩效和质量标准，协助监督和领导前厅部的工作。大堂副理还负责处理客人的询问、投诉和紧急情况，确保客人满意，同时兼顾酒店的利益。
Duties and Supporting Responsibilities
1. Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements
2. Assist to promote upselling programmed in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
3. Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night
4. Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (PSMS). Always share, report and consult with Director of Front Office Operations of any guest complaint/ comment/ recommendation
5. Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures
6. Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy
Relieve duty and day-off of Guest Relations Manager/ Guest Services Manager when needed and upon request by superior
7. Always maintain a good work relationship with other departments
Job Requested
1. A minimum of 3 years Assistant Manager experience in luxury hotel.
2. Good knowledge of front desk operations.
3. Strong desire to deliver excellent guest services and with passion to serve.
4. Ability to multi-task and remain composed at all times.
5. Computer literacy which is not limited to Excel, Power Point and Word.
6. Fluent in English and Mandarin, both spoken and written
