Front Office Assistant Manager — Guest Experience & Revenue

Hyatt Centric; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

Hyatt Centric Victoria Harbour, Hong Kong is seeking an experienced Front Office leader to ensure smooth guest registration, checkout and mail services, while driving occupancy, revenue and ADR through up-selling programs.

You will manage guest complaints, monitor feedback, implement service standards in line with brand direction, conduct performance reviews, and develop the team for a clear career path.

Qualifications

• Minimum 5 years of Front Office experience with at least 3 years supervisory experience.
• Familiar with Opera Cloud System.
• Excellent command of spoken English and Putonghua.
• Good training skills and communications skills.

Responsibilities

• 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.
• Initiates the implementation of new Front Office Standards & Procedures in keeping with brand direction.
• Conduct development and performance reviews, identifying key personnel for further development and structured career path.
• Perform adhoc job tasks assigned by the hotel management.

Skills

Front Office

Supervisory experience

Communications skills

Training skills

English language

Putonghua

Tools

Opera Cloud System

Job description

Hyatt Centric Victoria Harbour, Hong Kong is seeking an experienced Front Office leader to ensure smooth guest registration, checkout and mail services, while driving occupancy, revenue and ADR through up-selling programs.

You will manage guest complaints, monitor feedback, implement service standards in line with brand direction, conduct performance reviews, and develop the team for a clear career path.