As a Rising Fan, you will be responsible for the following duties: 

• Ensure Legendary Quality Experience (LQE) standards are fully implemented, maintained and executed throughout the department to meet and exceed guests’ expectations and accountable for achieving the goal of Guest Loyalty and Satisfaction Survey (TrustYou) and Mystery Shopper (LQA), also to maintain FORBES 5-star hotel rating
• 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
• 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 with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation and ensure personally speak to any guest that are being transferred to another hotel. 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 (HMS). Always share, report, and consult with Director of Rooms Operations of any guest complaint/ comment/ recommendation
• Always stationed at hotel lobby to greet and farewell guests, particularly VIPs and arrivals/ departures by limousine, take an active role in carrying out guest recognition programme (e.g. taking photograph for VIPs, giving birthday amenities etc), maintain effective guest relations, builds rapport and offer personalized service and assistance
• 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
• Coordinate and cooperate with Guest Services team on checking/ following room discrepancies, due-out, high balanced etc
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programmes and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at anytime

As a Rising Fan, we expect from you: 

• Degree or Diploma in Hospitality Management from leading hotel schools
• Minimum 3 to 6 months internship experience in Food & Beverage
• Fluent in English and Mandarin both written and verbal, fluency in other languages is an added advantage
• Commitment to drive standards and a true desire to excel in the field
• Ability to exercise own discretion and make sound decisions
• Pleasant and approachable with good interpersonal skills
• Eligible to work in Taiwan or Taiwan citizen 
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Our commitment to you 

This programme duration is 18 months featuring two development phases:

•Phase 1 (12 months): assignment to a specific Rising Fan Track (i.e., F&B, Rooms, Spa). Enhanced MOve In and onboarding experience followed by in-depth training and departmental rotations within chosen home division. Rising Fans will be offered the opportunity to change their chosen functional track after the first 6 month should they wish to. This will enable our early talent, also with a non-hospitality background, to discover and pursue their passion, strength and capabilities.

• Phase 2 (6 months): accelerated leadership development within home division with choice of in-depth cross exposure to another division, or sister hotel where opportunities are available. Enrolment to MOve Ahead to move into a manager role and gain leadership experience.

Further to the successful completion of the programme, Rising Fans will qualify for an Assistant Manager or Manager role in their current hotel or within MOHG (subject to language requirements and providing work permits and visas are in place or can be obtained).