Director – Guest Experience Operations| Asia Pacific (1 year contract) – Asia/Pacif/Australia Region – Suite 1108 11th Floor Cityplaza One

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Job Number 19166704
Job Category Rooms and Guest Services Operations
Location Asia/Pacif/Australia Region| Suite 1108 11th Floor Cityplaza
One| Hong Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott International is the world’s largest hotel company| with more brands|
more hotels and more opportunities for associates to grow and succeed. We
believe a great career is a journey of discovery and exploration. So| we ask|
where will your journey take you?

POSITION SUMMARY
The Director of Guest Experience Operations is a key member of the APAC
Continent Rooms Operations team| primarily focusing on the Joint Venture
organization – Marriott x Alibaba. This position provides a well-rounded
operational leadership| specialized knowledge and skillset in mapping and
planning the hotel operations requirements| hotel associate and hotel guest
journeys to deliver the Joint Venture initiatives and Marriott Intl – China
Outbound Program.

The role will be responsible for planning| executing| deploying and
maintaining the assigned projects and programs by maximizing stakeholders’
engagement and feedback in order to drive fast adoption within a guided time
frame. Additionally| the incumbent should possess strong knowledge and ability
to understand the various work applications within Marriott International
systems (such as PMS| Empower Reservations| Loyalty programs| GXP and Mobile
app) and Marriott brand standards.

The Director-Guest Experience Operations will partner| not limited to| with
BMSC Project services| Global Operations| Continent Operations| iT| Finance|
Reservations| Joint venture organization| and co-create| develop and execute
strategies and project plans. The position must understand the complexities of
the matrixed organization and have a passion to manage new projects| pilots|
proof of concepts| cross-functional projects/discipline work and any large
scale launches by working closely and collaboratively with all key
stakeholders and ensure processes and/or features are defined and delivered in
a timely manner.

The Director will have expertise in one of the following discipline areas:
Rooms operations| iT-Rooms applications or general hotel operations in a
purple band position currently. Key accountabilities will include| and not
limited to| serving as the operational content leader in new and/or existing
projects and initiatives.

EXPECTED CONTRIBUTIONS

Provide overall hotel operational directions| guidelines and support to the JV team| ensuring organizational alignment to the brand| discipline and business priorities| when planning for programs| projects and initiatives to be launched in the hotels of APAC continent.
Act as the Rooms subject matter expert to the JV project stakeholders and
provides technical and business expertise to assist properties in achieving
optimum performance with each program/project that is launched.
Accountable for driving consistent execution of all JV initiatives at our
hotels| troubleshooting issues| and providing a feedback loop to the Continent
Rooms Operations and JV teams to ensure continuous improvements.
Acts as the APAC subject matter expert regarding delivery of superior
associate and guest experiences in Rooms Operations. Fully well-versed with
Rooms Operations procedures| front office financial processes and Brand
Standards requirements.
Identify business| economic trends| competitive intelligence| both within and
outside of our industry| to drive the best-in-class| innovative Rooms
operations and Guest Experience standards as well as business opportunities or
risks in relations to the JV and/or China Outbound Program developments.
Leads or actively supports the development of new processes that drive
excellence in rooms operations and the guest experience.

Facilitate and activate the APAC Rooms and Guest Experience standards when delivering the JV/China Outbound Program proof of concepts or initiatives.
Lead and develop execution of discipline-specific training contents for
JV/China Outbound projects and initiatives.

Leverage vendor relationships for opportunities to improve product quality| service delivery| and enhanced training platforms.
Able to provide clear| concise and compelling power-point presentations or
execution memos| with well written executive summary as well as detailed
contents or work plans| as needed.
Business travel will be required as needed.

CANDIDATE PROFILE – KEY TALENTS AND EXPERIENCE DESIRED
REQUIRED:

Minimum of 8+ years of progressively responsible work experience in Rooms / Hotels leading room’s disciplines. Executive Committee experience preferred. Multiple-time Department Head positions with various functional section may apply too. Luxury and/or Full-Service hotels; cross-brand experience is valued. Pre-Opening experience is a bonus.

Proven track record of implementing rooms and guest experience initiatives and programs with sustained performance. Experience developing and implementing new concepts preferred.
Proven track record of leading complex rooms operations with positive
performance in balanced scorecard results.

High level of specialized knowledge and skills with Front Office| Club lounge operations| Guest Services| Reservations| Loyalty| AYS and Housekeeping functional departments.

Must have strong knowledge in areas related to all Rooms operations| SOPs and financial operational procedures.

Ability to operate in a matrix| relationship-based organization. Solid ability to manage multiple key stakeholders.

Possess excellent project management skills and ability to independently manage multiple projects and competing priorities in a timely manner and deliver time-sensitive projects. Proven success prioritizing and managing multiple projects and stakeholders simultaneously.

Track record of putting in place strong systems and processes to effectively implement and execute multiple programs.

Ability to provide problem-solving and leverage resources to optimize department capabilities. Strong analytical skills to ground decision making and problem solving.

Ability to manage a balance between creative innovation and operational feasibility.

Must be a quick learner| self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader Marriott International team.

Possess strong oral and written communication skills| excellent interpersonal skills; able to collaborate effectively with General Managers| Executive Committee Members| Key Stakeholders from global headquarters and key stakeholders from other continents. Generally| have ability to positively influences without direct authority.

Possess confidence and ability to present to large and executive level audience.

Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.

Working experiences in Asia Pacific| particularly in Mainland China is desired.

Mandarin-speaking| writing and reading| other than English| is a requirement for this role.

EDUCATION AND PROFESSIONAL CERTIFICATION:

Bachelors Degree in Hospitality or Hotel Restaurant Management required or an equivalent combination of education and experience from which comparable skills and knowledge can be acquired.

MANAGEMENT COMPETENCIES
Leadership

Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

Problem Solving and Decision Making – Identifies and understands issues| problems| and opportunities; obtains and compares information from different sources to draw conclusions| develops and evaluates alternatives and solutions| solves problems| and chooses a course of action.

Professional Demeanor – Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

Building and Contributing to Teams – Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates| focuses| and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

Coworker Relationships – Interacts with others in a way that builds openness| trust| and confidence in the pursuit of organizational goals and lasting relationships.

Customer Relationships – Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

Global Mindset – Supports employees and business partners with diverse styles| abilities| motivations| and/or cultural perspectives; utilizes differences to drive innovation| engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential

Generating Talent and Organizational Capability

Organizational Capability – Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Talent Management – Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

Operations Execution-The ability to systemically implement| evaluate| and sustain operations programs to ensure that the products and services being executed deliver the intended benefits| create value| contribute to guest satisfaction| and meet the needs of the various stakeholders (guests| property staff| brand| CLS| etc.).

Basic Competencies – Fundamental competencies required for accomplishing basic work activities.

Basic Computer Skills – Uses basic computer hardware and software (e.g.| personal computers| word processing software| Internet browsers| etc.).

Mathematical Reasoning – Adds| subtracts| multiplies| or divides quickly| correctly| and in a way that allows one to solve work-related issues.

Oral Comprehension – Listens to and understands information and ideas presented through spoken words and sentences.

Reading Comprehension – Understands written sentences and paragraphs in work related documents.

Writing – Communicates effectively in writing as appropriate for the needs of the audience.

_

Director of Rooms – The Ritz-Carlton Maldives Fari Islands – Asia/Pacif/Australia Region – Suite 1108 11th Floor Cityplaza One

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Job Number 20019717
Job Category Rooms and Guest Services Operations
Location Asia/Pacif/Australia Region| Suite 1108 11th Floor Cityplaza
One| Hong Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand The Ritz-Carlton
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At more than 80 award-winning properties worldwide| The Ritz-Carlton Ladies
and Gentlemen create experiences so exceptional that long after a guest stays
with us| the experience stays with them. As the premier worldwide provider of
luxury experiences| we set the standard for rare and special luxury service
the world over. We invite you to explore The Ritz-Carlton.

The Ritz-Carlton Maldives Fari Island

Located on the North Atoll of Maldives| The Ritz-Carlton Maldives Fari Island
will be part of a lively integrated Marina Village & Resort Destination with
world class luxury living & recreation facilities. The resort is made up of 4
islands with 100 island and overwater villas. There are 5 food & beverage
options distributed among the islands. Other than the all-day dining| guests
can enjoy Italian| Chinese and Japanese teppanyaki specialties. Uniquely
design facilities include an experiential Kids Club| Recreation Club and Spa.
The resort is 45 mins away from Male by speedboat and 10 mins by seaplane. The
resort is estimated to open in Nov 2020.

Job Summary

Functions as the strategic business leader of the property|s Rooms department.
Responsible for planning| developing| implementing and evaluating the quality
of property’s rooms. Position works with direct reports to develop and
implement departmental strategies and ensures implementation of the brand
service strategy and brand initiatives. The position ensures Rooms operations
meet the brand’s standards| targets customer needs| ensures employee
satisfaction| focuses on growing revenues and maximizes the financial
performance of the department. Develops and implements property-wide
strategies that deliver products and services to meet or exceed the needs and
expectations of the brand’s target customer and employees and provides a
return on investment to the owner and company.

Candidate Profile

The ideal candidate for this role would have Pre-Opening experiences in resort
and Luxury band hotels. Maldives experiences will be highly preferred. As
location is remote| candidate is preferred to be able to relocate on single
package and there is no international schooling available.

Education and Experience

• 4-year bachelor|s degree in Business Administration| Hotel and Restaurant
Management| or related major; 2 years experience in the guest services| front
desk| housekeeping| sales and marketing| management operations| or related
professional area.

Core Work Activities

Leading Rooms Team

• Champions the brand’s service vision for product and service delivery.

• Communicates a clear and consistent message regarding departmental goals to
produce desired results.

• Makes and executes the necessary decisions to keep property moving forward
toward achievement of goals.

• Monitors and promotes room rates| specials| and promotions at the residence.

Managing Profitability

• Analyzes service issues and identifies trends.

• Works with Rooms team to develop an operational strategy that is aligned
with the brand’s business strategy and leads its execution.

• Reviews and audits expenses.

Managing Revenue Goals

• Monitors Rooms operations sales performance against budget.

• Reviews reports and financial statements to determine Rooms operations
performance against budget.

• Coaches and supports operations team to effectively manage occupancy and
rate| wages and controllable expenses.

• Compares budgeted wages to actual wages| coaching direct reports to address
problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the
brand’s target customer.

• Delivers excellent customer service throughout the customer experience and
encourages the same from other employees.

• Reviews guest feedback with leadership team and ensures appropriate
corrective action is taken.

• Coordinates and communicates event details both verbally and in writing to
the customer and property operations.

• Creates an atmosphere in all Rooms areas that meets or exceeds guest
expectations.

• Responds to and handles guest problems and complaints.

• Uses personal judgment and expertise to enhance the customer experience.

• Stays available to solve problems and/or suggest alternatives to previous
arrangements.

• Interacts with guests to obtain feedback on product quality and service
levels.

• Stays visible and interfaces with customers on a regular basis to obtain
feedback on quality of product| service levels and overall satisfaction.

• Works 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.

• Facilitates the development of creative solutions to overcome obstacles and
ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.

• Ensures employees are treated fairly and equitably.

• Ensures that regular| ongoing communication is happening in Rooms (e.g.|
pre-shift briefings| staff meetings).

• Fosters employee commitment to providing excellent service| participates in
daily stand-up meetings and models desired service behaviors in all
interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings
with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review
process and holds staff accountable for successful performance.

• Solicits employee feedback| utilizes an “open door policy” and reviews
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
and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review
Process.

• Conducts annual performance appraisal with direct reports according to
Standard Operating Procedures.

• Champions change| ensures brand and regional business initiatives are
implemented and communicates follow-up actions to team as necessary.

• Identifies talents of direct reports and their teams| and assists with their
growth and development plans.

_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._

]

Assistant Front Office Manager – Hong Kong Tung Chung SH – Lot 38

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Job Number 20016375
Job Category Rooms and Guest Services Operations
Location Hong Kong Tung Chung SH| Lot 38| 43a| Tung Chung| Hong Kong
S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and
supervising staff on a daily basis. Front office areas include Bell/Door
Staff| Switchboard and Guest Services/Front Desk. Position directs and works
with managers and employees to carry out procedures ensuring an efficient
check in and check out process. Ensures guest and employee satisfaction and
maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

Degree or High Diploma in hospitality management or related disciplines

Minimum 4 years of experience in the guest services| front desk or related professional area

Good command of written and conversational English| Cantonese and Mandarin would be preferred

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead| influence| and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust| respect| and cooperation among team members.

Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees| absence.

Ensures employee recognition is taking place on all shifts.

Establishes and maintains open| collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk
Goals

Manages day-to-day operations| ensuring the quality| standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize| organize| and accomplish your work.

Handles complaints| settling disputes| and resolving grievances and conflicts| or otherwise negotiating with others.

Strives to improve service performance.

Collaborates with the Front Office Manager on ways to continually improve departmental service.

Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs| providing guidance| feedback| and individual coaching when needed.

Serves as a role model to demonstrate appropriate behaviors.

Sets a positive example for guest relations.

Displays outstanding hospitality skills.

Empowers employees to provide excellent customer service.

Interacts with customers on a regular basis to obtain feedback on quality of product| service levels and overall satisfaction.

Provides feedback to employees based on observation of service behaviors.

Handles guest problems and complaints effectively.

Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

Implements the customer recognition/service program| communicating and ensuring the process.

Ensures compliance with all Front Office policies| standards and procedures.

Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

Provides information to supervisors and co-workers by telephone| in written form| e-mail| or in person.

Analyzes information and evaluating results to choose the best solution and solve problems.

Informs and/or updates the executives| the peers and the subordinates on relevant information in a timely manner.

Functions in place of the Front Office Manager in his/her absence.

Communicates critical information from pre- and post-convention meetings to the Front Office staff.

Participates in department meetings.

_

At Your Service Manager – Hong Kong Tung Chung SH – Lot 38

APPLY HERE

Job Number 19168451
Job Category Rooms and Guest Services Operations
Location Hong Kong Tung Chung SH| Lot 38| 43a| Tung Chung| Hong Kong
S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

JOB SUMMARY

Responsible for the successful functioning of the department. Major
responsibility of the department is to receive all in-house and outside
telephone calls and process requests professionally and correctly. This
includes taking room service orders| receiving and processing all requests for
additional items| directions| correcting any issues and| if necessary|
forwarding calls on to appropriate areas. The Manager needs to ensure the
agents’ information is thorough and up-to-date. Accountable for tracking all
guest requests and issues to use as process improvement tool. Strives to
continually improve guest and employee satisfaction while maximizing the
financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 8 years experience in the PBX| guest services|
front desk| or related professional area| at least 2 years in managerial
position.

OR

• Degree from an accredited university in Hotel and Restaurant Management|
Hospitality| Business Administration| or related major; 8 years experience in
the PBX| guest services| front desk| or related professional area| at least 2
years in managerial position.

Excellent written and conversational skills in English| Cantonese and Putonghua is a must.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations| ensures the quality| standards and meets the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Handles complaints| settles disputes| and resolves grievances and conflicts|
or otherwise negotiates with others.

Managing Projects and Policies

• Implements the customer recognition/service program| communicating and
ensuring the process.

• Tracks all guest issues from various sources and report results.

• Ensures guest requests/issues are logged.

• Oversees the financial aspects of the department including purchasing and
payment of invoices.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Identifies trends in guest issues for resolution.

• Schedules and supervise staff to ensure prompt| friendly| and attentive
service.

• Supervises AYS agents and runners to ensure prompt and complete resolution
of guest calls and requests.

• Coordinates the process of receiving and resolving guest issues and
requests.

Supporting Management of Guest Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Manages all day-to-day operations.

• Understands employee positions well enough to perform duties in employees|
absence.

Supporting Human Resource Activities

• Assists in the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Assists in recruitment| hiring| training| and orientation of department
personnel.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.

• Ensures that all department equipment is in proper working condition and
that department areas and storerooms are clean.

• Performs departmental administrative duties.

• Addresses complaints and serves as Manager on Duty as needed.

• Attends meetings (e.g.| front office supervisor meetings| operations
meetings| forecast meetings| monthly department meetings| sales strategy| pre-
con meetings).

_

Room Services Manager – Hong Kong Tung Chung SH – Lot 38

APPLY HERE

Job Number 20016365
Job Category Food and Beverage & Culinary
Location Hong Kong Tung Chung SH| Lot 38| 43a| Tung Chung| Hong Kong
S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

JOB SUMMARY

Entry level management position that is responsible for the daily operations
in Room Service. Position directs| trains and assists employees to follow
standards in the delivery of food and beverage to guestrooms and hospitality
suites. Position assists in ensuring guest and employee satisfaction is
achieved while maintaining the operating budget. Strengthens the food and
beverage/culinary team by assisting in other outlets when needed.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 6 years experience in the food and beverage| or
related professional area| including at least 1 years in managerial position.

OR

• Degree from an accredited university in Food Service Management| Hotel and
Restaurant Management| Hospitality| or related major; 6 years experience in
the food and beverage| or related professional area| including at least 1
years in managerial position.

Excellent conversational skills in English and Cantonese is a must| good at Putonghua would be an advantage.

CORE WORK ACTIVITIES

Managing Day-to-Day Room Service Operations

• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees|
absence.

• Ensures property policies are administered fairly and consistently.

• Communicates areas in need of attention to staff and follows up to ensure
follow through.

• Supervises daily shift operations and ensures compliance with all Room
Service policies| standards and procedures.

• Supervises staffing levels to ensure that guest service| operational needs
and financial objectives are met.

Leading Room Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Provides guidance and direction to subordinates| including setting
performance standards and monitoring performance.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Ensures and maintains the productivity level of employees.

• Provides the leadership| vision and direction to bring together and
prioritize the departmental goals in a way that will be efficient and
effective.

• Celebrates successes and publicly recognizes the contributions of team
members.

• Communicates performance expectations in accordance with job descriptions
for each position.

• Ensures that regular on-going communication is happening with employees to
create awareness of business objectives| communicate expectations| recognize
performance and produce desired results.

• Establishes and maintains open| collaborative relationships with employees
and ensures employees do the same within the team.

• Observes service behaviors of employees and provides feedback to
individuals.

• Solicits employee feedback| utilizes an |open door| policy and reviews
employee satisfaction results to identify and address employee problems or
concerns.

• Strives to improve service performance.

• Supervises service behaviors of employees and provides feedback to
individuals.

Room Service Financial and Budgeting Goals

• Comprehends budgets| operating statements and payroll progress reports as
needed to assist in the financial management of department.

• Participates in the management of department|s controllable expenses to
achieve or exceed budgeted goals.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Manages day-to-day operations| ensures the quality| standards and meeting
the expectations of the customers on a daily basis.

• Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.

• Empowers employees to provide excellent customer service.

• Interacts with guests to obtain feedback on product quality and service
levels

• Interacts with guests| via phone or by accompanying server during meal
delivery| to obtain feedback on quality of product| service levels and overall
satisfaction.

• Sets a positive example for guest relations.

• Handles guest problems and complaints.

• Participates in the employee performance appraisal process| providing
feedback as needed.

Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Identifies the educational needs of others| developing formal educational or
training programs or classes| and teaching or instructing others.

• Supports a departmental orientation program for employees to receive the
appropriate new hiring training to successfully perform their job.

• Trains staff and monitors adherence to all cash handling and credit policies
and procedures.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Recognizes good quality products and presentations.

_

Director of Rooms – The Ritz-Carlton Maldives Fari Islands – Asia/Pacif/Australia Region – Suite 1108 11th Floor Cityplaza One

APPLY HERE

Job Number 20019717
Job Category Rooms and Guest Services Operations
Location Asia/Pacif/Australia Region| Suite 1108 11th Floor Cityplaza
One| Hong Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At more than 80 award-winning properties worldwide| The Ritz-Carlton Ladies
and Gentlemen create experiences so exceptional that long after a guest stays
with us| the experience stays with them. As the premier worldwide provider of
luxury experiences| we set the standard for rare and special luxury service
the world over. We invite you to explore The Ritz-Carlton.

The Ritz-Carlton Maldives Fari Island

Located on the North Atoll of Maldives| The Ritz-Carlton Maldives Fari Island
will be part of a lively integrated Marina Village & Resort Destination with
world class luxury living & recreation facilities. The resort is made up of 4
islands with 100 island and overwater villas. There are 5 food & beverage
options distributed among the islands. Other than the all-day dining| guests
can enjoy Italian| Chinese and Japanese teppanyaki specialties. Uniquely
design facilities include an experiential Kids Club| Recreation Club and Spa.
The resort is 45 mins away from Male by speedboat and 10 mins by seaplane. The
resort is estimated to open in Nov 2020.

Job Summary

Functions as the strategic business leader of the property|s Rooms department.
Responsible for planning| developing| implementing and evaluating the quality
of property’s rooms. Position works with direct reports to develop and
implement departmental strategies and ensures implementation of the brand
service strategy and brand initiatives. The position ensures Rooms operations
meet the brand’s standards| targets customer needs| ensures employee
satisfaction| focuses on growing revenues and maximizes the financial
performance of the department. Develops and implements property-wide
strategies that deliver products and services to meet or exceed the needs and
expectations of the brand’s target customer and employees and provides a
return on investment to the owner and company.

Candidate Profile

The ideal candidate for this role would have Pre-Opening experiences in resort
and Luxury band hotels. Maldives experiences will be highly preferred. As
location is remote| candidate is preferred to be able to relocate on single
package and there is no international schooling available.

Education and Experience

• 4-year bachelor|s degree in Business Administration| Hotel and Restaurant
Management| or related major; 2 years experience in the guest services| front
desk| housekeeping| sales and marketing| management operations| or related
professional area.

Core Work Activities

Leading Rooms Team

• Champions the brand’s service vision for product and service delivery.

• Communicates a clear and consistent message regarding departmental goals to
produce desired results.

• Makes and executes the necessary decisions to keep property moving forward
toward achievement of goals.

• Monitors and promotes room rates| specials| and promotions at the residence.

Managing Profitability

• Analyzes service issues and identifies trends.

• Works with Rooms team to develop an operational strategy that is aligned
with the brand’s business strategy and leads its execution.

• Reviews and audits expenses.

Managing Revenue Goals

• Monitors Rooms operations sales performance against budget.

• Reviews reports and financial statements to determine Rooms operations
performance against budget.

• Coaches and supports operations team to effectively manage occupancy and
rate| wages and controllable expenses.

• Compares budgeted wages to actual wages| coaching direct reports to address
problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the
brand’s target customer.

• Delivers excellent customer service throughout the customer experience and
encourages the same from other employees.

• Reviews guest feedback with leadership team and ensures appropriate
corrective action is taken.

• Coordinates and communicates event details both verbally and in writing to
the customer and property operations.

• Creates an atmosphere in all Rooms areas that meets or exceeds guest
expectations.

• Responds to and handles guest problems and complaints.

• Uses personal judgment and expertise to enhance the customer experience.

• Stays available to solve problems and/or suggest alternatives to previous
arrangements.

• Interacts with guests to obtain feedback on product quality and service
levels.

• Stays visible and interfaces with customers on a regular basis to obtain
feedback on quality of product| service levels and overall satisfaction.

• Works 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.

• Facilitates the development of creative solutions to overcome obstacles and
ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.

• Ensures employees are treated fairly and equitably.

• Ensures that regular| ongoing communication is happening in Rooms (e.g.|
pre-shift briefings| staff meetings).

• Fosters employee commitment to providing excellent service| participates in
daily stand-up meetings and models desired service behaviors in all
interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings
with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review
process and holds staff accountable for successful performance.

• Solicits employee feedback| utilizes an “open door policy” and reviews
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
and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review
Process.

• Conducts annual performance appraisal with direct reports according to
Standard Operating Procedures.

• Champions change| ensures brand and regional business initiatives are
implemented and communicates follow-up actions to team as necessary.

• Identifies talents of direct reports and their teams| and assists with their
growth and development plans.

_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._

]

At Your Service Manager – Hong Kong Tung Chung SH – Lot 38

APPLY HERE

Job Number 19168451
Job Category Rooms and Guest Services Operations
Location Hong Kong Tung Chung SH| Lot 38| 43a| Tung Chung| Hong Kong
S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

JOB SUMMARY

Responsible for the successful functioning of the department. Major
responsibility of the department is to receive all in-house and outside
telephone calls and process requests professionally and correctly. This
includes taking room service orders| receiving and processing all requests for
additional items| directions| correcting any issues and| if necessary|
forwarding calls on to appropriate areas. The Manager needs to ensure the
agents’ information is thorough and up-to-date. Accountable for tracking all
guest requests and issues to use as process improvement tool. Strives to
continually improve guest and employee satisfaction while maximizing the
financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 8 years experience in the PBX| guest services|
front desk| or related professional area| at least 2 years in managerial
position.

OR

• Degree from an accredited university in Hotel and Restaurant Management|
Hospitality| Business Administration| or related major; 8 years experience in
the PBX| guest services| front desk| or related professional area| at least 2
years in managerial position.

Excellent written and conversational skills in English| Cantonese and Putonghua is a must.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations| ensures the quality| standards and meets the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Handles complaints| settles disputes| and resolves grievances and conflicts|
or otherwise negotiates with others.

Managing Projects and Policies

• Implements the customer recognition/service program| communicating and
ensuring the process.

• Tracks all guest issues from various sources and report results.

• Ensures guest requests/issues are logged.

• Oversees the financial aspects of the department including purchasing and
payment of invoices.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Identifies trends in guest issues for resolution.

• Schedules and supervise staff to ensure prompt| friendly| and attentive
service.

• Supervises AYS agents and runners to ensure prompt and complete resolution
of guest calls and requests.

• Coordinates the process of receiving and resolving guest issues and
requests.

Supporting Management of Guest Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Manages all day-to-day operations.

• Understands employee positions well enough to perform duties in employees|
absence.

Supporting Human Resource Activities

• Assists in the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Assists in recruitment| hiring| training| and orientation of department
personnel.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.

• Ensures that all department equipment is in proper working condition and
that department areas and storerooms are clean.

• Performs departmental administrative duties.

• Addresses complaints and serves as Manager on Duty as needed.

• Attends meetings (e.g.| front office supervisor meetings| operations
meetings| forecast meetings| monthly department meetings| sales strategy| pre-
con meetings).

_

Room Services Manager – Hong Kong Tung Chung SH – Lot 38

APPLY HERE

Job Number 20016365
Job Category Food and Beverage & Culinary
Location Hong Kong Tung Chung SH| Lot 38| 43a| Tung Chung| Hong Kong
S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

JOB SUMMARY

Entry level management position that is responsible for the daily operations
in Room Service. Position directs| trains and assists employees to follow
standards in the delivery of food and beverage to guestrooms and hospitality
suites. Position assists in ensuring guest and employee satisfaction is
achieved while maintaining the operating budget. Strengthens the food and
beverage/culinary team by assisting in other outlets when needed.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 6 years experience in the food and beverage| or
related professional area| including at least 1 years in managerial position.

OR

• Degree from an accredited university in Food Service Management| Hotel and
Restaurant Management| Hospitality| or related major; 6 years experience in
the food and beverage| or related professional area| including at least 1
years in managerial position.

Excellent conversational skills in English and Cantonese is a must| good at Putonghua would be an advantage.

CORE WORK ACTIVITIES

Managing Day-to-Day Room Service Operations

• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees|
absence.

• Ensures property policies are administered fairly and consistently.

• Communicates areas in need of attention to staff and follows up to ensure
follow through.

• Supervises daily shift operations and ensures compliance with all Room
Service policies| standards and procedures.

• Supervises staffing levels to ensure that guest service| operational needs
and financial objectives are met.

Leading Room Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Provides guidance and direction to subordinates| including setting
performance standards and monitoring performance.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Ensures and maintains the productivity level of employees.

• Provides the leadership| vision and direction to bring together and
prioritize the departmental goals in a way that will be efficient and
effective.

• Celebrates successes and publicly recognizes the contributions of team
members.

• Communicates performance expectations in accordance with job descriptions
for each position.

• Ensures that regular on-going communication is happening with employees to
create awareness of business objectives| communicate expectations| recognize
performance and produce desired results.

• Establishes and maintains open| collaborative relationships with employees
and ensures employees do the same within the team.

• Observes service behaviors of employees and provides feedback to
individuals.

• Solicits employee feedback| utilizes an |open door| policy and reviews
employee satisfaction results to identify and address employee problems or
concerns.

• Strives to improve service performance.

• Supervises service behaviors of employees and provides feedback to
individuals.

Room Service Financial and Budgeting Goals

• Comprehends budgets| operating statements and payroll progress reports as
needed to assist in the financial management of department.

• Participates in the management of department|s controllable expenses to
achieve or exceed budgeted goals.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Manages day-to-day operations| ensures the quality| standards and meeting
the expectations of the customers on a daily basis.

• Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.

• Empowers employees to provide excellent customer service.

• Interacts with guests to obtain feedback on product quality and service
levels

• Interacts with guests| via phone or by accompanying server during meal
delivery| to obtain feedback on quality of product| service levels and overall
satisfaction.

• Sets a positive example for guest relations.

• Handles guest problems and complaints.

• Participates in the employee performance appraisal process| providing
feedback as needed.

Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Identifies the educational needs of others| developing formal educational or
training programs or classes| and teaching or instructing others.

• Supports a departmental orientation program for employees to receive the
appropriate new hiring training to successfully perform their job.

• Trains staff and monitors adherence to all cash handling and credit policies
and procedures.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Recognizes good quality products and presentations.

_

Director of Rooms – The Ritz-Carlton Maldives Fari Islands – Asia/Pacif/Australia Region – Suite 1108 11th Floor Cityplaza One

APPLY HERE

Job Number 20019717
Job Category Rooms and Guest Services Operations
Location Asia/Pacif/Australia Region| Suite 1108 11th Floor Cityplaza
One| Hong Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At more than 80 award-winning properties worldwide| The Ritz-Carlton Ladies
and Gentlemen create experiences so exceptional that long after a guest stays
with us| the experience stays with them. As the premier worldwide provider of
luxury experiences| we set the standard for rare and special luxury service
the world over. We invite you to explore The Ritz-Carlton.

The Ritz-Carlton Maldives Fari Island

Located on the North Atoll of Maldives| The Ritz-Carlton Maldives Fari Island
will be part of a lively integrated Marina Village & Resort Destination with
world class luxury living & recreation facilities. The resort is made up of 4
islands with 100 island and overwater villas. There are 5 food & beverage
options distributed among the islands. Other than the all-day dining| guests
can enjoy Italian| Chinese and Japanese teppanyaki specialties. Uniquely
design facilities include an experiential Kids Club| Recreation Club and Spa.
The resort is 45 mins away from Male by speedboat and 10 mins by seaplane. The
resort is estimated to open in Nov 2020.

Job Summary

Functions as the strategic business leader of the property|s Rooms department.
Responsible for planning| developing| implementing and evaluating the quality
of property’s rooms. Position works with direct reports to develop and
implement departmental strategies and ensures implementation of the brand
service strategy and brand initiatives. The position ensures Rooms operations
meet the brand’s standards| targets customer needs| ensures employee
satisfaction| focuses on growing revenues and maximizes the financial
performance of the department. Develops and implements property-wide
strategies that deliver products and services to meet or exceed the needs and
expectations of the brand’s target customer and employees and provides a
return on investment to the owner and company.

Candidate Profile

The ideal candidate for this role would have Pre-Opening experiences in resort
and Luxury band hotels. Maldives experiences will be highly preferred. As
location is remote| candidate is preferred to be able to relocate on single
package and there is no international schooling available.

Education and Experience

• 4-year bachelor|s degree in Business Administration| Hotel and Restaurant
Management| or related major; 2 years experience in the guest services| front
desk| housekeeping| sales and marketing| management operations| or related
professional area.

Core Work Activities

Leading Rooms Team

• Champions the brand’s service vision for product and service delivery.

• Communicates a clear and consistent message regarding departmental goals to
produce desired results.

• Makes and executes the necessary decisions to keep property moving forward
toward achievement of goals.

• Monitors and promotes room rates| specials| and promotions at the residence.

Managing Profitability

• Analyzes service issues and identifies trends.

• Works with Rooms team to develop an operational strategy that is aligned
with the brand’s business strategy and leads its execution.

• Reviews and audits expenses.

Managing Revenue Goals

• Monitors Rooms operations sales performance against budget.

• Reviews reports and financial statements to determine Rooms operations
performance against budget.

• Coaches and supports operations team to effectively manage occupancy and
rate| wages and controllable expenses.

• Compares budgeted wages to actual wages| coaching direct reports to address
problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the
brand’s target customer.

• Delivers excellent customer service throughout the customer experience and
encourages the same from other employees.

• Reviews guest feedback with leadership team and ensures appropriate
corrective action is taken.

• Coordinates and communicates event details both verbally and in writing to
the customer and property operations.

• Creates an atmosphere in all Rooms areas that meets or exceeds guest
expectations.

• Responds to and handles guest problems and complaints.

• Uses personal judgment and expertise to enhance the customer experience.

• Stays available to solve problems and/or suggest alternatives to previous
arrangements.

• Interacts with guests to obtain feedback on product quality and service
levels.

• Stays visible and interfaces with customers on a regular basis to obtain
feedback on quality of product| service levels and overall satisfaction.

• Works 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.

• Facilitates the development of creative solutions to overcome obstacles and
ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.

• Ensures employees are treated fairly and equitably.

• Ensures that regular| ongoing communication is happening in Rooms (e.g.|
pre-shift briefings| staff meetings).

• Fosters employee commitment to providing excellent service| participates in
daily stand-up meetings and models desired service behaviors in all
interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings
with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review
process and holds staff accountable for successful performance.

• Solicits employee feedback| utilizes an “open door policy” and reviews
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
and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review
Process.

• Conducts annual performance appraisal with direct reports according to
Standard Operating Procedures.

• Champions change| ensures brand and regional business initiatives are
implemented and communicates follow-up actions to team as necessary.

• Identifies talents of direct reports and their teams| and assists with their
growth and development plans.

_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._

]

At Your Service Manager – Hong Kong Tung Chung SH – Lot 38

APPLY HERE

Job Number 19168451
Job Category Rooms and Guest Services Operations
Location Hong Kong Tung Chung SH| Lot 38| 43a| Tung Chung| Hong Kong
S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

JOB SUMMARY

Responsible for the successful functioning of the department. Major
responsibility of the department is to receive all in-house and outside
telephone calls and process requests professionally and correctly. This
includes taking room service orders| receiving and processing all requests for
additional items| directions| correcting any issues and| if necessary|
forwarding calls on to appropriate areas. The Manager needs to ensure the
agents’ information is thorough and up-to-date. Accountable for tracking all
guest requests and issues to use as process improvement tool. Strives to
continually improve guest and employee satisfaction while maximizing the
financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 8 years experience in the PBX| guest services|
front desk| or related professional area| at least 2 years in managerial
position.

OR

• Degree from an accredited university in Hotel and Restaurant Management|
Hospitality| Business Administration| or related major; 8 years experience in
the PBX| guest services| front desk| or related professional area| at least 2
years in managerial position.

Excellent written and conversational skills in English| Cantonese and Putonghua is a must.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations| ensures the quality| standards and meets the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Handles complaints| settles disputes| and resolves grievances and conflicts|
or otherwise negotiates with others.

Managing Projects and Policies

• Implements the customer recognition/service program| communicating and
ensuring the process.

• Tracks all guest issues from various sources and report results.

• Ensures guest requests/issues are logged.

• Oversees the financial aspects of the department including purchasing and
payment of invoices.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Identifies trends in guest issues for resolution.

• Schedules and supervise staff to ensure prompt| friendly| and attentive
service.

• Supervises AYS agents and runners to ensure prompt and complete resolution
of guest calls and requests.

• Coordinates the process of receiving and resolving guest issues and
requests.

Supporting Management of Guest Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Manages all day-to-day operations.

• Understands employee positions well enough to perform duties in employees|
absence.

Supporting Human Resource Activities

• Assists in the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Assists in recruitment| hiring| training| and orientation of department
personnel.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.

• Ensures that all department equipment is in proper working condition and
that department areas and storerooms are clean.

• Performs departmental administrative duties.

• Addresses complaints and serves as Manager on Duty as needed.

• Attends meetings (e.g.| front office supervisor meetings| operations
meetings| forecast meetings| monthly department meetings| sales strategy| pre-
con meetings).

_