Operates under the general direction of General Manager and in accordance with the objectives, performance and quality standards established by Galaxy Macau's hotel.
Primary Responsibility• Directly manage the operating units under his / her scope and inspire the team member for excellence.
• Proven ability to lead and develop a team that is versatile in engaging efficiently with all stakeholders meeting and exceeding guests’ expectations and providing best-in-class hospitality services and experiences.
• Identify potential challenges and come up with recommendation in the competitive and volatile labor market.
• Keep abreast of the competition and to evaluate the market trends, identify the business needs and able to take actions to maximize profits.
• Ability to multi-task and establish priorities.
• Coopereates, coordinates and communciates closely with the supporting departments to ensure the delivery of guest services and create opportunities within other divisions.
• Cultivate a positive working relationship with all concerned internal and external stakeholders / functional teams to ensure an effective and seamless customer journey.
• Identify, review, and facilitate continuous training programs for employees on new operation techniques to increase productivities and maximize revenue and guest services.
• Ensure Service Excellence provided to all Visitors, Hotel Guests, VIP's, Diners etc.
• Establish good control practices / systems in all operating departments and to review as and when necessary.
• Oversee operational efficiency and standards of compliance, assuring consistency of service and adherence to established policies and procedures.
• Adhere to company’s health and safety requirements.
• Adhere to all security and maintenance procedures and practices including reporting any unusual or suspicious incidents, hazards or people, complaints and missing or damaged items in a timely and accurate manner.
• Evaluate team members and carry out performance appraisal as required.
• Ensure to be present and add value to the daily briefings, monthly team meetings and trainings.
• Participate in data analysis, record keeping and reporting required by the government and the management.
• Work closely with internal and external parties including but not limited to MGTO, internal departments and vendors to ensure the delivery of business excellence.
• Perform other duties and special projects as assigned and required by Management.
• University degree in hotel management, business administration or related field
• At least 10 years of work experience in hotel management with 2 years as a department head role in Front office / Guest Services in a five star large operation (integrated resort environment experience is a plus)
• Display a high level of commitment to customer services and team development
• Outstanding written and oral communication skills
• Solid working knowledge in hotel operations / guest services and ability to embrace change and inspire the team members
• Experience managing a high volume operation
• Budgeting, forecasting experience preferred
• Personality: Customer oriented, Excellent Communication Skills, Analytical, Action Oriented and displays a high level of commitment to job and self-development
• Languages: Fluent in Cantonese, Mandarin & English. Other language skills is a plus