Duties and Supporting Responsibilities:

• 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
• Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
• 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
• 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
• Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures
• 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
• Always maintain a good work relationship with other departments

Job Requirement:

• A minimum of 3 years Duty Manager experience in luxury hotel.
• Good knowledge of front desk operations.
• Strong desire to deliver excellent guest services and with passion to serve.
• Ability to multi-task and remain composed at all times.
• Computer literacy which is not limited to Excel, Power Point and Word.
• Fluent in English and Mandarin, both spoken and written (Cantonese would be an advantage).

工作职责/职位描述:

• 支持、创造和促进热情气氛;维护一个工作环境，促进团队合作，绩效，反馈，认可，相互尊重和同事承诺，以实现部门和酒店的目标(同事满意度调查)。确保部门操作符合公司政策和法律要求。
• 协助前台的升级销售计划，并达到预期的结果。制定月度升级销售报告。
• 轮换夜班值班经理岗位。与工程，保安及客房部保持紧密联系，保障酒店在夜间顺利运营。
• 处理宾客问询及投诉，处理紧急情况，超额预定等情况。确保宾客始终满意，记录每日工作日志，并做好跟进工作，及时向前厅部运营总监分享。
• 协助前台接待及相关部门完成每日VIP客人的到店和离店安排。
• 协助前厅部各部门的经营和运转，确保各部门工作顺畅。
• 与其他部门保持良好的工作关系。

职位要求：

• 至少3年豪华酒店值班经理的工作经验
• 熟悉前台操作知识
• 强烈的为客人提供优质和热情服务的愿望
• 能够同时处理多项任务，并始终保持镇静
• 熟练计算机知识，不局限于Excel, Power Point和Word
• 流利的英语和普通话读写能力（流利粤语者优先）