Front Office Manager – Pre-Opening – Dragon Palace Hotel

• Maintain high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities to guests and suppliers of the hotel.
• Actively seek verbal feedback from customers and team members at every opportunity, and implement actions to make improvements where necessary.
• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the management team.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Maintain a presence in the lobby setting the example for team members for guest service.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
• Have detailed knowledge of departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
• Ensure that the shift is reviewed, handovers and briefings are carried out.
• Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events, promotions in the restaurants and bars.
• Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with the support of the Revenue Manager and marcom team.

Job Details

Preferred Candidate