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Assistant Front Office Manager

Business Unit:  The Peninsula Hong Kong
Location:  Hong Kong
  • Ensures that all the front office departments are managed efficiently according to the established Hotel Policies & Procedures and the Peninsula Standards
  • Plans, organises and directs team members to ensure that the highest degree of guest satisfaction that is well reflected in Peninsula Service Principle is achieved. Builds relationships with guests. Sets a good example of how to achieve guest satisfaction
  • Oversees the room inventory and yield with Revenue team, especially in seasons of high demand  and co-ordinates with Housekeeping and Engineering to ensure that all rooms are ready to be sold during periods of demand
  • Monitors service and rooms standards in all work place.  Works with Front Desk Manager, Duty Manager and Director of Housekeeping to take corrective actions where necessary
  • Assists in the implementation of a flexible employee base and allocates employees if required over the Division based on established business levels for that day
  • Conducts daily walkthroughs of the Front Office areas to promote manager presence and ensure that areas are well managed.   Be available for on-duty during peak periods (frequently opening and closing the operation) and supports staff needs in other Divisions based on the hotel priorities and anticipated business levels
  • Conducts frequent and thorough inspections of guest rooms and related facilities together with Executive Housekeeper and other Managers within Front Office Department. 
  • Facilitates conflict resolution promptly and effectively for guest complaints, ensuring thorough follow-up is done and granting compensation where appropriate, bearing in mind the interests of the guest and the Company.
  • Handles guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to senior management if no immediate solution can be found and assure follow up with guests.
  • Works in close co-ordination with Baggage &Transportation and Concierge Desk and ensures the best services are offered to the guests at all times as per Peninsula standards.
  • Monitors guest accounts according to established credit policies to ensure that collection and payment are received with minimum risk to the Company.

 

 

 

About The Peninsula Hong Kong

The legendary ‘Grande Dame of the Far East’ first opened in 1928. Today, this magnificent hotel blends the grandeur and nostalgia of a bygone era with modern technology and convenience. Located in Hong Kong’s vibrant Tsim Sha Tsui district with stunning harbour views, The Peninsula Hong Kong is one of the world’s greatest hotels.

Requisition ID:  30263


Job Segment: Housekeeping, Hotel Reception, Hospitality