Assistant Front Office Manager

Hyatt Centric; Hong Kong; On-site; HKD 360,000 - 540,000; Full time

Job summary

Hyatt Centric Victoria Harbour, Hong Kong is seeking an experienced Front Office leader to drive daily operations, training, and guest service excellence. You will oversee schedules, inspections, VIP room standards, and collaboration with Housekeeping and Engineering to maintain high standards.

The role requires strong English and Putonghua communication, extensive Front Office background, and ability to coach staff while improving occupancy, revenue, and guest satisfaction.

Qualifications

• Minimum 7 years of Front Office experience with at least 3 years managerial experience.
• Familiar with Opera System
• Excellent command of spoken English and Putonghua
• Knowledge of customer service principles and customer satisfaction evaluation
• Be able to coach and train new associates
• Ability to manage and lead the team
• Monitoring/assessing performance to improve

Responsibilities

• Prepare work schedules and annual leave schedules within budget and guidelines.
• Provide trainings to associates within Front Office Department.
• Conduct room inspections with emphasis on cleanliness and setup.
• Inspect VIP rooms with Housekeeping and Engineering to maintain standards.
• Ensure guest registration, checkout, and mail services are efficient and courteous.
• Maximize occupancy, revenue, and average rate via upselling within the department.
• Handle guest complaints and implement long-term solutions; follow up on issues.
• Review guest feedback and drive improvements based on platforms.
• Implement and maintain training systems for staff.

Skills

Front Office experience

Team leadership

Coaching / training

Customer service principles

English & Putonghua

Tools

Opera System

Job description

Organization - Hyatt Centric Victoria Harbour, Hong Kong

Summary

Responsibilities

• Prepare work schedules and annual leave schedules within budget, business expectations and guidelines of the appropriate industrial legislation.
• Familiar with hotel emergency and crisis handling procedure. Provide comprehensive trainings to associates within Front Office Department.
• Conduct Room Inspections with particular emphasis on cleanliness and standard set up and helps carry out inspection of other hotel areas regularly, including lobby and driveway.
• Perform room inspection for VIP rooms, work with Housekeeping team and Engineering team to ensure cleanliness and condition is maintained at high-standard.
• Ensure that the guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel’s policy and procedures.
• Manage and maximize occupancy, revenue, and average rate while maintaining high service standards via the up‑selling programs within the department.
• Effectively handle all guest complaints and implements long term solutions where possible. Follow up any outstanding issues and make sure service recovery is provided.
• Review guest feedback from different platforms. Drive outstanding result from TripAdvisor by reviewing current service standard and implement new initiative when necessary.
• Implement and maintain training systems to ensure that associates have the necessary framework and skills to perform their job efficiently and effectively.

Qualifications

• Minimum 7 years of Front Office experience with at least 3 years managerial experience, preferably gained from hospitality or related service industry
• Familiar with Opera System
• Excellent command of spoken English and Putonghua
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Be able to coach and train new associates.
• Ability to manage and lead the team.
• Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.