Assistant Front Office Manager

Hyatt Hotels Corporation; Hong Kong; On-site; HKD 420,000 - 680,000; Full time

Job summary

Hyatt Hotels Corporation in Hong Kong is seeking an experienced Front Office leader to manage schedules, guest services and upsell programs within the Front Office Department. The role requires strong coaching and team leadership, with close collaboration across Housekeeping and Engineering to uphold Hyatt standards.

The ideal candidate has extensive Front Office experience and fluency in English and Putonghua, with a proven track record of maintaining high service quality in a busy hotel

Qualifications

• Minimum 7 years of Front Office experience with at least 3 years managerial experience, preferably in hospitality or related service industry.
• Familiar with Opera System and hotel operations.
• Excellent command of spoken English and Putonghua.
• Ability to coach and train new associates and lead a team.

Responsibilities

• Prepare work schedules and annual leave within budget and guidelines.
• Provide comprehensive trainings to Front Office associates.
• Conduct room inspections ensuring cleanliness and standard setup.
• Collaborate with Housekeeping and Engineering for VIP room quality.
• Ensure smooth guest registration, checkout and mail services.
• Maximize occupancy, revenue and average rate through upselling.
• Handle guest complaints with effective service recovery.
• Review guest feedback and drive service improvements.
• Implement training systems to ensure staff have skills to perform efficiently.

Skills

Front Office leadership

Customer service

Staff coaching

Team management

English & Putonghua

Tools

Opera System

Job description

Close Inclusive Collection Job Postings Notification

"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally."

CN - 91 - Hong Kong

Front Office

Entry Level Manager

Full-time

Local

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 withOpera 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.

Our family is always growing. Want to be in the know?