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Quality Control ofertas em Malásia

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Assistant Manager
Ormond Hotels Group
Sepang
Presencial
MYR 20.000 - 100.000
Tempo integral
Há 26 dias

Resumo da oferta

A leading hotel chain in Sepang, Malaysia, is seeking a Front Office Manager to oversee daily operations, lead the team, and ensure exceptional guest experience. The ideal candidate has a degree in Hotel Management, extensive experience in customer service, and a flair for leadership. Join our team and help us enhance guest satisfaction while meeting profitability goals. Strong command of English and Malay is desired.

Qualificações

  • Previous experience in a customer-focused industry in a leading or senior supervisory role.
  • Passion to serve and promote a hospitable attitude.
  • Experience in managing budgets and increasing profitability.

Responsabilidades

  • Ensure smooth running of Front Office daily operations.
  • Lead and manage the Front Office team.
  • Monitor and promote room rates and occupancy.
  • Ensure compliance with property operating controls and service standards.
  • Manage human resources activities including employee feedback.

Conhecimentos

Customer service experience
Team leadership
Organizational skills
Problem-solving
Communication skills (English and Malay)

Formação académica

Degree or diploma in Hotel Management
Descrição da oferta de emprego
What Will You Do?

You’ll be responsible for ensuring smooth running of Front Office daily operations while leading the team to maintain a high standard of service and create exceptional experiences for all guests.

  • Leading Front Office Division & spearheading operational tasks of the property
  • Champions the brand’s service vision for product and service delivery
  • Be assertive. Communicate a clear and consistent message regarding departmental goals to produce desired results
  • Take charge to make and execute the necessary decisions to keep the property moving forward toward achievement of goals
  • Keep everything in check. Monitor and promote room rates, specials, and promotions at the property
  • Say ‘NO!’ to trouble. Ensure full compliance to property operating controls, SOPs, policies, procedures, and service standards
  • Managing profitability
  • Use the left side of your brain to analyse service issues and identify trends
  • Be a team player and work with the Rooms team to develop an operational strategy aligned with the brand’s business strategy and lead its execution
  • Be sure to review and audit expenses
  • Managing revenue goals
  • Keep everything in check. Monitor Rooms operations sales performance against budget
  • Be resourceful! Review reports and financial statements to determine Rooms operations performance against budget
  • Lend a helping hand and support operations team to effectively manage occupancy and rate, wages, and controllable expenses
  • Use your analytic skills to compare budget wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results
  • Ensuring and providing exceptional customer service
  • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer
  • Show your team leadership by example. Deliver excellent customer service throughout the customer experience and encourage the same from other employees
  • Keep up to date. Review guest feedback with leadership team and ensure appropriate corrective action is taken through various platforms (e.g., Trust U, OTA’s, TripAdvisor surveys, etc.)
  • Be resilient. Coordinate and communicate event details both verbally and in writing to the customer and property operations
  • Go above and beyond to create an atmosphere in all rooms’ areas that meets or exceeds guest expectations
  • Be responsive. Always respond to and handle guest problems and complaints
  • Be wise – use personal judgment and expertise to enhance the customer experience
  • Don’t be Waldo – be easy to spot! Stay available to solve problems and/or suggest alternatives to previous arrangements, stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
  • Don’t stop speaking until someone tells you to shut it. Constantly interact with guests to obtain feedback on product quality and service levels
  • Get the best of both worlds. Work to continually improve customer service by integrating obtained feedback and personal judgment into action plans
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
  • Ensures that employees understand expectations and parameters for room duties
  • Think out of the box. Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results
  • Managing and conducting human resources activities
  • Put yourself in there – get involved in interviews and hires of employees
  • Keep everything safe and sound. Ensure employees are treated fairly and equitably
  • There isn’t enough noise? Ensure regular, ongoing communication is happening in the Division (e.g., pre‑shift briefings, staff meetings)
  • Fosters employee commitment to providing excellent service, participates in daily stand‑up meetings and models desired service behaviours in all interactions with guests and employees
  • Remember that guests come first in everything we do. Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
  • Be realistic and set goals/expectations for direct reports using the performance review process and holds staff accountable for successful performance
  • Let them in! Solicit employee feedback, utilize an “open door policy” and review employee satisfaction results to identify and address employee problems or concerns
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs)
  • Conducts annual performance appraisal with direct reports according to Standard Operating Procedures (SOPs)
  • Champions change, ensures brand and regional business initiatives are implemented and communicates follow‑up actions to the team as necessary
  • Identifies talents of direct reports and their teams, and assists with their growth and development plans
Who Must You Be?

To successfully fill this role, you will have the right attitude, behaviours, skills, and values that follow

  • You have previous experience in a customer‑focused industry with a leading or senior supervisory role
  • A sudden earthquake would not scare you
  • You execute – you get things done
  • You are scarily organized
  • You only associate pressure with cookers
  • You are a people‑centric leader. You can push and inspire individuals at the same time
  • You have a passion to serve
  • You are a huge people person – a natural host and promote a hospitable attitude
  • You are humble. There are no egos, and no drama
  • Marie Kondo is one of your inspirations and you can tell if something sparks joy or not
  • You take pride in how you look (of course, in accordance to societal standards!)
  • You can spread your wings to fly on your own as well as flock with other members of the team
  • Your alter ego is Mr/Mrs Positive
  • You’re experienced with social media
  • You live and breathe Ormond values
  • Language is your strong suit (English and Malay)
  • You’re an Opera wiz and can take a lead role in the installation process
  • You’re a great schedule maker – you’ll make sure we have the right team in place at the right time
  • You possess a strong commercial sense with experience in increasing profitability in a fast‑paced market sector
  • You are available to work when required including weekends, public holidays, and at nights
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions
  • Previous senior supervisory role in a similar quality hotel
  • A degree or diploma in Hotel Management or equivalent
  • An in‑depth knowledge of the hotel, leisure or service sector
  • Experience in managing budgets, revenue proposals and forecasting results in a similar sized property
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* O salário de referência é obtido com base em objetivos de salário para líderes de mercado de cada segmento de setor. Serve como orientação para ajudar os utilizadores Premium na avaliação de ofertas de emprego e na negociação de salários. O salário de referência não é indicado diretamente pela empresa e pode ser significativamente superior ou inferior.

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