• Assist the superior in establishing Department Operating Manual and Standard Operating Procedures to ensure service excellence
• Resolve customer complaints from all areas of the hotel especially Villa/Presidential Suite/Tower high-level guest, handling all guest’s interactions with the highest level of hospitality and professionalism
• Develop team strengths, identify areas for improvement and coaching team members for their personal growth
• Manage the VIP guests in Villa/Presidential Suite/Tower in line with the operation and inspire the team members for service excellence
• Identify areas of service shortfalls and develop best in town practices and service standards
• Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch point
• Actively participate in health and safety activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued
• Work closely with Housekeeping, Transportation, Spa, F&B, Gaming side and all other supporting departments/other hotel property/outsource units to ensure the delivery of service excellence
• Provide 24/7 personalized service at the highest level befitting the five-star standard and lead the team to ensure guests receive prompt, cordial attention and recognition
• Support and assist team members and all other Front Office functions during peak periods
• Ability to multi-task and establish priorities
• Assist in the selection, training and evaluation of subordinate team members
• Assist in the preparation of team rosters, vacation planning and scheduling and public holiday scheduling
• Perform all different functions when required by VIP guests or management
• Follow up all maintenance job orders and prepare reports on time as instructed by the superior
• Monitor and control the stock inventory
• Act as a liaison between the Executive Manager and Front Office Manager, updating them on issues of importance.
• At least 3 years of work experience in a luxury hotel/integrated resort with 2 years in Manager position to manage a large team enhancing guest experience. (integrated resort environment experience is a plus)
• Solid working experience in hotel operations/guest services/housekeeping operations/food & beverage
• Ability to motivate and inspire team members for change
• Strong knowledge of PMS/POS system, good understanding of Forbes service standards, effective communicator
• Customer oriented and passionate in driving exceptional guest service
• Continuous improvement in innovation to exceed guest's expectation
• Good communication, interpersonal, supervisory skills and problem solving skills
• Display a high level of commitment to customer services and team development