Guest Service Manager 宾客服务经理 – Hilton Shenzhen Shekou

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JOB DESCRIPTION
 
A Guest Service Manager supervises the Guest Service/Front Office Team to
ensure that Team Members are prepared and well-informed to deliver our Guests
an exceptional experience from check-in through check-out.
What will I be doing?
As Guest Service Manager| you will oversee the Guest Service/Front Office Team
which is the main connection between the Guest| the hotel| and the various
hotel departments. A Guest Service Manager is responsible for managing the
first impressions of our Guests and| therefore| must perform the following
tasks to the highest standards:
Oversee the entire Guest Service/Front Office operation to maintain high standards
Evaluate levels of Guest satisfaction and monitor trends| with a focus on continuous improvement
Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand|s loyalty schem

Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilitie

Set departmental objectives| work schedules| budgets| policies| and procedure

Monitor the appearance| standards| and performance of the Front Office Team Members with an emphasis on training and teamwor

Ensure Team Members have current knowledge of hotel products| services| pricing and policies| as well as knowledge of the local area| and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all hotel departments
Monitor staffing levels to meet cover business demands
Conduct monthly communication meetings and produce minutes
Manage staff performance issues in compliance with company policies and procedures
Recruit| manage| train and develop the Guest Service team
Comply with hotel security| fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments| as necessary

What are we looking for?

Guest Service Managers serving Hilton brands are always working on behalf of
our Guests and working with other Team Members. To successfully fill this
role| you should maintain the attitude| behaviours| skills| and values that
follow:

Previous supervisory experience in Front Office within the hotel/leisure/retail sector
High level of IT proficiency
High level of commercial awareness and sales capabilities
Experience of managing people and developing people
Previous experience of managing a department and Profit and Loss account
Excellent leadership| interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service
Ability to work under pressure
Excellent grooming standards
Flexibility to respond to a variety of work situations
Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:

Familiar with Property Management Systems
A degree or diploma in Hotel Management or equivalent

What will it be like to work for Hilton?

Hilton is the leading global hospitality company| spanning the lodging sector
from luxurious full-service hotels and resorts to extended-stay suites and
mid-priced hotels. For nearly a century| Hilton has offered business and
leisure travelers the finest in accommodations| service| amenities and value.
Hilton is dedicated to continuing its tradition of providing exceptional guest
experiences across its global brands. Our vision to fill the earth with the
light and warmth of hospitality unites us as a team to create remarkable
hospitality experiences around the world every day. And| our amazing Team
Members are at the heart of it all!

Learning & Development Manager – Renaissance Hong Kong Harbour View Hotel – 1 Harbour Road

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Job Number 19128246
Job Category Human Resources
Location Renaissance Hong Kong Harbour View Hotel| 1 Harbour Road| Hong
Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Renaissance Hotels
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
You were always one of those curious kids who opened every cabinet| peeked
behind every door| and never ceased to ask |why| when given an explanation.
Today| you bring your personal style to every experience. You live life to
discover. You are passionate about your neighborhood| always looking to
explore the places one wouldn’t find in a travel guide. If this sounds like
you| you’re in the right place. You’ve got authentic style| natural curiosity
and a warm way with people. Renaissance is not just a place to spend the
night| it|s a place to discover| a place in the world with style like yours.
That’s why we’re not just looking for anyone. We’re looking for someone like
you.

JOB SUMMARY

Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision.
Works with property leadership team to identify and address employee and organizational development needs.
The position is responsible for ensuring effective training is in place to enable the achievement of desired business results.
Training programs focus on a variety of topics| including product knowledge| company philosophy| and customer service and leadership skills.
Conducts needs assessments| designs and develops training programs and facilitates the delivery of both custom and corporate training programs.
Measures the effectiveness of training to ensure a return on investment.

JOB REQUIREMENTS

Bachelor Degree in Human Resources| Hospitality or related discipline
5 years of learning and development experience in sizeable organizations in related professional area
Computer literacy; Proven track record of facilitation in learning & development
Proficiency in both written and verbal English| Cantonese & Mandarin is an advantage

_Renaissance Hotels is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture._

_Personal data collected will be used for recruitment purpose only. Applicants
not hearing from us within 6 weeks from the date of advertisement may consider
their application unsuccessful._

]

Engineering Manager – Courtyard Hong Kong – 167 Connaught Road West

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Job Number 19081876
Job Category Engineering and Facilities
Location Courtyard Hong Kong| 167 Connaught Road West| Hong Kong S.A.R.|
Hong Kong| Hong Kong S.A.R.
Brand Courtyard by Marriott
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
With more than 330 managed locations in more than 20 countries Courtyard by
Marriott offers a refreshing environment that helps guests stay connected and
balanced. Working at Courtyard| you|ll ensure guests have a smooth| productive
stay that meets their personal and business needs. Find Your World™ at
Courtyard by Marriott.

JOB SUMMARY

Manages all engineering/maintenance operations| including maintaining the
building| grounds and physical plant with particular attention towards safety|
security and asset protection. Accountable for managing the budget| capital
expenditure projects| preventative maintenance and energy conservation.
Responsible for maintaining regulatory requirements. Leads the emergency
response team for all facility issues.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the engineering and
maintenance or related professional area; technical training in
HVAC-R/electrical/plumbing.

OR

• 2-year degree from an accredited university in Building and Construction|
Engineering| Mechanics| or related major; 2 years experience in the
engineering and maintenance or related professional area; technical training
in HVAC-R/electrical/plumbing.

CORE WORK ACTIVITIES

Managing Property Operations and Engineering Budgets

• Supervises Engineering in the absence of the Director of Engineering.

• Assists in managing the physical plant including equipment| refrigeration|
HVAC| plumbing| water treatment| electrical and life safety systems.

• Maintains and operates equipment at optimum effectiveness| efficiency and
safety.

• Establishes and manages an effective rooms maintenance program.

• Ensures compliance with all Engineering departmental policies| standards and
procedures.

• Manages department|s controllable expenses to achieve or exceed budgeted
goals.

• Select and order or purchase new equipment| supplies| and furnishings.

• Inspect and evaluate the physical condition of facilities in order to
determine the type of work required.

• Recommend or arrange for additional services such as painting| repair work|
renovations| and the replacement of furnishings and equipment.

• Supervises the day to day operations of Engineering.

Maintaining Property Standards

• Maintains accurate logs and records as required.

• Assists in effectively planning| scheduling and evaluating preventative
maintenance programs.

Providing Exceptional Customer Service

• Handles guest problems and complaints effectively.

• Empowers employees to provide excellent customer service.

• Displays leadership in guest hospitality by exemplifying excellent customer
service and creating a positive atmosphere for guest relations.

Managing Profitability

• Helps establish priorities for total property maintenance needs.

• Ensures on-going communication occurs in all areas of responsibility to
create awareness of business objectives| awareness of expectations and
recognition of exemplary performance.

Managing and Conducting Human Resources Activities

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

• Establishes and maintains open| collaborative relationships with employees.

• Ensures employees are treated fairly and equitably.

• Strives to improve service performance.

• Provides feedback to employees based on observation of service behaviors.

• Supervises employee|s ability to execute departmental and property emergency
procedures.

• Reviews employee satisfaction results to identify and address employee
problems or concerns.

• Solicits employee feedback.

• Helps ensure regulatory compliance to facility regulations and safety
standards.

• Ensures disciplinary procedures and documentation are completed according to
Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer
Review Process.

• Ensures property policies are administered fairly and consistently.

_

Senior/E-Commerce Manager – Sheraton Hong Kong Hotel & Towers – 20 Nathan Road

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Job Number 19121678
Job Category Sales and Marketing
Location Sheraton Hong Kong Hotel & Towers| 20 Nathan Road| Kowloon|
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

The Manager of eCommerce and Digital sits at the intersection between Marriott
International’s eCommerce| marketing| and global distribution strategies. This
role helps a group of properties in a region (or cluster) effectively pull
through the sales| marketing| and customer engagement activities that help
drive awareness and profitability at the property level. This role will also
manage overall activation of their property strategies in owned and third
party electronic channels (Marriott.com| multi-lingual global sites| OTAs|
meta search sites| search engines| and other eMarketing vehicles). This role
will work on behalf of properties to increase revenue| grow market share and
create a compelling experience that steers customers towards booking on our
direct online channels. The Manager of eCommerce and Digital serves as a
thought leader to their group of hotels| providing local| area| and country-
wide insight to enhance their digital experience. To this end| he/she will be
in touch with their properties on a regular basis to make sure they are fully
activated and optimized on Marriott.com and appropriate in-language global
sites. The role partners hand in hand with their colleagues in the cluster
marketing team to engage current and would-be customers with targeted
messaging that’s relevant| on-brand| and genuinely engaging. From time to time
this role also provides eCommerce communication| training| education|
reporting and analysis to digital and marketing teams on property.

CANDIDATE PROFILE

Education and Experience

Required:

• 2-year degree from an accredited university in eCommerce| Marketing|
Business Administration or related major and 4 years experience in the sales|
marketing| digital| eCommerce or related professional area; hospitality
marketing or agency experience preferred

OR

• 4-year bachelor|s degree in eCommerce| Marketing| Business Administration or
related major; 2 years experience in the sales| marketing| digital| eCommerce
or related professional area; hospitality marketing or agency experience
preferred.

CORE WORK ACTIVITIES

Area Digital and eDistribution Strategy Execution

• Advises hotels on appropriate on-strategy eCommerce priorities and tactics

• Coordinates with the Area Director of Sales and Marketing and the AP
Director of eCommerce and Digital Services to set ecommerce goals for their
cluster/hotels

• Reviews hotel progress against established goals periodically| provides
reporting and analysis| and troubleshoots performance issues

• Manages budgets for the cluster/hotels for eCommerce activities

• Develops quarterly game plans for Area or Cluster hotels identifying key
focus for the coming months

• Collaborates closely with Vice President of Brand Marketing| Directors of
Field Marketing (DFMs)| and cluster Marketing and Communication teams to
execute online Brand Marketing strategies and plans for the cluster

Digital Acquisition Marketing

• Coordinates execution of online marketing efforts through approved
agencies/vendors and Marriott Digital Services team

• Manages Search Engine Optimization (SEO) efforts for hotels by leveraging
the Marriott Digital Services team (MDS) or external Agencies

• Assists hotels in optimizing Paid Search performance; engages external
Agencies for supplemental Paid Search efforts if needed

• Manages the PLUS Platform for participating hotels in the area/cluster

• Executes online marketing activities in partnership with hotel and cluster
Marketing leaders (e.g.| loading Marriott.com Hotel Website deals| Group
Deals| Group Value Dates| email marketing and affiliate marketing)

• Assures that hotel websites on Marriott.com and global sites are fully
optimized to maximize traffic from search engines

• Identifies hotel-specific online digital activation needs (e.g.| local
channels to focus marketing efforts through)

Hotel Web Site Content Optimization

• Conducts regular audits of Marriott.com and individual Hotel Websites to
ensure each hotel is optimized for high quality custom images| content| links|
and accurate translations; works with hotels on corrective action where
necessary

• Serves as the EPIC/Vignette administrator for the hotel(s)

• Provides consultation to hotel digital marketing teams in developing hotel
website modules for Spa| Golf| Food & Beverage and weddings

• Manages the pull-through and activation of key corporate eCommerce projects
(e.g.| new Marriott.com Hotel Websites| new field SEO service| and similar
corporate e-services)

• Uses B2B e-tools to grow online bookings for Group and Corporate business in
cluster hotels

• Identifies and implements efforts to drive online awareness and bookings for
hotel F&B outlets

OTAs and Meta Search Channel Optimization

• Ensures that all hotels within their region/cluster are participating in
relevant| approved echannels

• Regularly audits content| images| and star ratings on OTAs and Meta Search
sites| and works with hotels to make appropriate corrections

• Partners with cluster and area marketing teams to define and execute the
hotel OTA merchandising plan(s)

• Identifies and executes hotel/cluster/area OTA marketing and merchandising
tactics as needed (e.g. Agoda newsletter| Expedia TravelAds| etc.)

• May also co-manage soft-dollar marketing budget for domestic OTAs with the
AP eDistribution Team

• Builds strong domestic relationships with the top 2-3 OTA partners

• Collaborates with hotel and regional Revenue Leaders to review hotel
performance on eChannels

Marketing and Communication Partnership

• Assists in the development and execution of the cluster marketing plan (e.g.
retargeting campaign| OTA marketing| etc.)

• Develops the offer landing page on Marriott.com for cluster offers

• Identifies and obtains Marriott.com and OTA marketing and merchandising
placements as appropriate

• Creates mini-sites for domestic segment marketing efforts where needed (e.g.
MICE or Weddings)

Opening Hotel Support

• Collaborates with Field Marketing to develop| recommend and execute the
opening S&M plan for the hotel

• Sets up the Marriott.com Hotel Web Site

• Activates the hotel for sale on approved OTAs

• Shop hotel to ensure M.com and OTA rates are set up correctly

• Work with brand marketing team to position the hotel on digital channels

• Works with marketing and sales teams to plan the pre-opening budget and
execute the budget according to what is best for the brand| region

• Acts as a point of contact for agencies reaching out for information about
the hotel and redirect them to the right person to speak with

• Creates online press releases and helps with property SEO to drive awareness
to hotel

• Helps set digital sales goals for new opens in partnership with sales and
revenue management

eCommerce Communication and Training

• Uses the eCommerce Resource guide

• Trains and educates cluster and/or hotel-level managers on how to activate
their hotel eCommerce and digital marketing strategy

• Delivers eCommerce training| presentations| and workshops to region| cluster
and hotel-level associates and management in partnership with cluster/regional
marketing teams

• Serves as cluster-level point-person for Marriott’s eCommerce strategy.

• Builds solid relationships with ADSMs| GMs| cluster Marketing and Revenue
Management teams (where relevant) to raise their awareness| understanding| and
motivation to e-activate their hotels.

• Participates in regularly-scheduled global and regional eCommerce and
Marketing web conferences and calls to review performance| share best
practices| and troubleshoot issues.

• Delivers a monthly report and newsletter| and hosts a monthly webinar| for
hotels

• Develops other cluster-level eCommerce communications| as appropriate

• Stay up-to-date on and communicate industry and competitive trends| with a
focus on the domestic online travel landscape

_

Front Office Manager – The Ritz-Carlton – Hong Kong

APPLY HERE

Job Number 19089958
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Hong Kong| International Commerce Center| 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.

]

Duty Manager – The Ritz-Carlton – Hong Kong

APPLY HERE

Job Number 19108713
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Hong Kong| International Commerce Center| 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.

_._

]

Manager| Internal Audit| Asia Pacific – Asia/Pacif/Australia Region – Suite 1108 11th Floor Cityplaza One

APPLY HERE

Job Number 19106247
Job Category Finance and Accounting
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?

The Internal Audit Department provides Marriott with a systematic| disciplined
approach to evaluating and improving the effectiveness of risk management|
control and governance. Internal Audit assesses and reports on Marriott’s
network of controls| governance| and business and financial risk management
processes| using a risk-based audit strategy.

This role is based in Hong Kong and will engage with multiple stakeholders and
members of finance leadership across the organization. She/he will play a key
role for ensuring that Marriott’s global controls| policies and procedures are
maintained to the strictest standards. She/He must be adept at tapping diverse
sources of information| identifying opportunities| anticipating challenges|
and executing strategies to deliver against current and future Internal Audit
priorities| thereby strengthening Marriott’s competitive advantage through
excellence in effective risk assessment and internal controls.

Expected contributions

Manage above property and property audits as scheduled| overseeing both internal and external resources.

Responsible for ensuring the integrity of Marriott|s financial reporting and internal controls through the systemic monitoring of key performance measures and the auditing of critical processes leveraging data analytics techniques. Identify performance trends| and investigate and resolve any problems/ inconsistencies| as appropriate.

Assist in investigations| including detection| investigation and documentation of findings.

Responsible for assisting with developing and delivering training material used by third party service providers to execute service level agreements.

Establish and maintain strong| collaborative relationships with internal customers and third party service providers to ensure timely exchange of information with third party service providers to ensure customer satisfaction.

Leverage the use of business performance management skills – able to deploy and manage (use data to systemically monitor the progress of work against schedules| quality standards) resources| to achieve/exceed objectives in a dynamic operating environment.

Monitor ongoing maintenance and effectiveness of department audit tools (i.e.| facilitation software and Integrated Practice Management software). Research and prepare proposals for new tools that could increase effectiveness of the department.

Assist with the development and execution of the annual risk assessment plan.

Coordinate with the Internal Audit Senior Director and Senior Manager to manage publication of required reports.

Serve as the Process Owner and Administrator for the audit workpaper tool and any other software used by the department to increase the effectiveness of the audit process.

Support the Internal Audit Senior Director and Senior Manager to partner with the iT organization to develop and facilitate delivery of information| tools| and resources that support Internal Audit’s efforts in ensuring a strong systems control environment. Utilize strong business performance management skills – able to deploy and manage (use data to systemically monitor the progress of work against schedules| budgets| and quality standards) resources| and to achieve/exceed objectives in a dynamic operating environment.

Assist with the Compliance Risk and Internal Control Assessments; design| assess| enhance| implement and test compliance programs for internal controls.

Champion excellence in business ethics and integrity| social responsibility| cross-cultural effectiveness| and associate engagement.

Perform other duties as assigned to meet business needs.

Key Talents and Experience

At least five years of progressively responsible experience in corporate internal audit or public accounting firm strongly preferred

At least 3 years of experience supervising audits| or having substantial responsibility for major aspects of an audit program preferably in a large| multinational publicly traded company or a public accounting firm.

Excellent English and fluent Mandarin (Spoken and written) are essential. Additional language skills appropriate to the region is preferred

Lodging/ hospitality industry experience highly desirable.

Strong relationship builder; experience working with outsourced partner(s) in a way that is seamless to the organization.

Collaborative approach with global market teams and business partners.

Exceptional organizational and project management skills. Effective in prioritizing work and following through on commitments.

Operates with a collaborative mindset to ensure that key stakeholders are considered| eliminating the need for duplicate systems; builds strong relationships to leverage information and insights to anticipate and respond to project risks; communicates well with project team and other leaders.

Strategic thinker; processes information through a strategic lens and applies tenants of systems thinking/theory to issues/assignments yielding the expected outcome or innovation.

Demonstrates understanding of multiple functions| brands and businesses in order to respond more quickly and resourcefully to new demands and challenges.

Acute attention to detail.

Strong qualitative and quantitative analytical skills; ability to take large volumes of complex data and/or information and present it in a clear and concise manner appropriate for management decision-making; uses data and a cogent problem solving methodology in decision making and impact assessment.

Strong and professional communications (verbal and written)| organization and presentation skills (verbal and written).

Knowledge of operating procedures| controls and governances.

Effective decision-making skills| can choose a prompt course of action amongst options involving uncertainty or risk.

Fast learner with a willing attitude. Resilience and a team player with a strong work ethic

Excellent Excel and Powerpoint skills required.

Education and Professional Certification

University Degree or equivalent in Accounting| Finance or a related discipline.
Member of a professional accountancy body (e.g. ACA| ACCA| CIMA)| IIA| CPA or CISA strongly preferred.
Project Management experience highly desirable.

Travel

This position will require global travel| on average| of 50% and occasionally up to 70%| and at times| on short notice.

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

Talent Management – Provides support 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.

Financial Audit and Controls-The ability to recognize| research| and resolve discrepancies in financial data| and create flow charts on main accounting and control cycles (A/R| AP| Cash) to facilitate understanding of key control points; including knowledge of and ensuring execution of local Generally Accepted Accounting Principles (local GAAP)| Marriott International Policies (MIP)| and International Standard Operating Procedures (ISOPs).

General Finance and Accounting-The ability to apply knowledge of local Generally Accepted Accounting Principles (local GAAP)| current company accounting policies and procedures| general accounting and financial reporting| auditing| accounts payable| and accounts receivable practices to ensure property maintenance of business unit and/or company financial information.

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.

]

General Manager – Hong Kong Ocean Park Marriott Hotel – 180 Wong Chuk Hang Road

APPLY HERE

Job Number 19115082
Job Category Property Leadership
Location Hong Kong Ocean Park Marriott Hotel| 180 Wong Chuk Hang Road|
Aberdeen| Hong Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? Yes
Position Type Management

Start Your Journey With Us
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JOB SUMMARY

Functions as the primary strategic business leader of the property with
responsibility for all aspects of the operation| including guest and employee
satisfaction| human resources| financial performance| sales and revenue
generation and delivering a return on investment to both Marriott
International and property ownership. Verifies implementation of the Marriott
brand service strategy and brand initiatives with the objective of meeting or
exceeding guest expectations| increased profit and market share. Holds
property leadership team accountable for strategy execution| and guides their
individual professional development. The position ensures Marriott
International sales engines are leveraged and initiates independent and
proactive sales activities| when appropriate| to generate demand. Verifies
that the objectives and goals of Marriott and property owners work together to
achieve brand positioning and success. Builds owner loyalty through proactive
communication| setting and managing expectations and delivering solid business
results. The position is actively involved in the local community and builds
strong relationships with local officials| businesses| and customers.
Represents Marriott Hotels & Resorts and JW brand values in all leadership
actions.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration|
Hotel and Restaurant Management| or related major; 8 years’ experience in the
management operations| sales and marketing| finance and accounting| or related
professional area.

OR

• 4-year bachelor|s degree in Business Administration| Hotel and Restaurant
Management| or related major; 6 years’ experience in the management
operations| sales and marketing| finance and accounting| or related
professional area.

Preferred:

• General Manager experience in limited or full-service property.

• Ability and willingness to work flexible hours including weekends| holidays
and late nights.

• Property industry work experience| demonstrating progressive career growth
and a pattern of exceptional performance.

JOB SPECIFIC TASKS

Business Strategy Development

Stays current with industry trends and monitors strengths and weakness of
competition; explores new business opportunities; develops business plans
designed to maximize property customer satisfaction| profitability| and market
share; ensures property business plans are aligned with Marriott brand
business strategies; translates Marriott global strategic plan into one that
can be executed on property.

Business Strategy Execution

Executes business plans designed to maximize property customer satisfaction|
profitability| and market share; ensures that property business plans and
employees are aligned with MHR/JW brand business strategies; holds property
leadership team accountable for successful delivery of business plans;
experiments with new ideas and takes calculated risks to improve guest
satisfaction and profitability; evaluates the success of property business
strategies to inform future business plan enhancements; continually ensures
business plans and actions have a positive impact on property performance.

Sales and Marketing

Works closely with Sales and Marketing team to develop revenue generating
strategies for property; identifies new business leads| develops tailored
sales approach| and actively pursues leads with Sales and Marketing team;
ensures sales and marketing strategy is aligned with brand strategy and is
effectively executed against established goals; ensures property leaders
understand and leverage Marriott demand engines to full potential; augments
guest preference for property through booking ease and quality interactions
with sales force.

Talent Management and Organizational Capability

Creates a cohesive and high-performance Executive Committee that continuously
strives for positive results and improvement; coaches Executive Committee by
providing specific feedback and holds them accountable for performance;
creates learning and development opportunities for employees; creates and
effectively executes development plans for both direct reports based on their
individual strengths| development needs| and career aspirations; ensures all
managers are doing the same for their direct reports; identifies resource
needs to strengthen property team; creates succession plans for future job
openings; actively supports the staffing process; ensures effective work
processes| systems and teamwork are in place to maximize individual and
overall property performance.

Brand Champion

Serves as a passionate brand advocate and ensures that the intent of the brand
is pulled through in the guest experience; communicates a clear and consistent
message regarding property and MHR/JW brand goals to employees| property
leadership team| and owners; serves as a role model by demonstrating
exceptional work ethic and service delivery for all employees on property;
champions change; inspires and motivates team to achieve operational
excellence; represents MHR/JW brand values in all leadership actions.

Business Information Analysis

Reviews business related data such as market share| financial performance|
inventory| employee engagement| and customer satisfaction; analyzes business
information to proactively address changing market conditions| ensure property
operates within budgetary guidelines| and achieves profit margin goals; uses
business information to identify indicators of product and service successes
and opportunities for improvement; integrates business information into
business plans.

Employee and Labor Relations

Ensures all employees are treated fairly| and with respect; builds rapport
with employees by fostering an environment of open communication and spending
time with employees on the frontlines; makes self-available to employees
(“open door policy”); ensures pay and benefits are appropriate for labor
market; celebrates the success of employees in a public way; works with Human
Resources to maximize employee engagement and monitor local labor environment
to address issues as needed.

Revenue Management

Works with Revenue Management team to develop effective pricing strategies|
balancing seasonality| economy| customer segments| property objectives and
customer satisfaction; established revenue strategy that supports MHR/JW brand
positioning in local market; ensures demand forecasting and sound revenue
practices are in place to maximize yield; identifies ways to grow occupancy|
RevPAR| and market share by researching and staying aware of competitor
strategies; controls labor and capital expenses.

Owner Relations

Builds strong rapport with property owners through proactive and on-going
communication; keeps owner informed of brand initiatives and guest
experiences; provides owners with in-depth analysis of property performance|
incorporating guest| financial and employee business data; manages an
effective balance between owner interests and Marriott brand interests and
develops solutions that create value for both; develops and effectively
promotes ideas for improving property service and profitability to ownership.

Customer and Public Relations Management

Interacts with guests and other customers on a frequent basis to obtain
feedback about their experiences on property; utilizes guest/customer feedback
to recognize outstanding employee service performance and improve service
delivery; emphasizes and holds leadership team accountable for addressing
service failures or potential service failures| and for developing innovative
ways to exceed guest expectations; establishes presence in the market by
actively promoting an exemplary property/brand image| involving oneself in the
local community| and by developing strategic alliances with local officials|
businesses| and customers; anticipates needs of large groups or high profile
guests in order to deliver flawless service; verifies that products| services|
and events attain the appropriate publicity (“PR buzz”).

Company/Brand Policy| Procedures| and Standards Compliance

Verifies property compliance with legal| safety| operations| labor| and
Marriott brand product and service standards; conducts both routine and short-
notice quality assurance audits with specific departments; holds employees
accountable for performing audits on a regular basis; conducts detailed walk-
throughs to ensure building| public areas| kitchen| and grounds are well-
maintained| safe| and meet or exceed guest expectations; ensures employees are
appropriately trained and performing to standard.

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Club Wing Manager – Hong Kong Ocean Park Marriott Hotel – 180 Wong Chuk Hang Road

APPLY HERE

Job Number 19114196
Job Category Rooms and Guest Services Operations
Location Hong Kong Ocean Park Marriott Hotel| 180 Wong Chuk Hang Road|
Aberdeen| Hong Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JOB SUMMARY

Serves as the property Manager on Duty and oversees all property operations|
ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest related situation.
Manages the flow of questions and directs guests within the lobby. Serves as
Guest Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services| front
desk| or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration| or related major; no work
experience required.

CORE WORK ACTIVITIES

Leading Guest Services Teams

• 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.

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

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

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

Maintaining Guest Services and Front Desk Goals

• 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.

• Maintains a strong working relationship with all departments to support
property operations and goals and to expedite the resolution of any problems
that may arise through the general operation of the property.

• Intervenes in any guest/employee situation as needed to insure the integrity
of the property is maintained| guest satisfaction is achieved| and employee
well being is preserved.

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

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

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| ensuring the quality| standards and meeting
the expectations of the customers on a daily basis.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Responds to and handles guest problems and complaints.

• Empowers employees to provide excellent customer service.

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

• Strives to improve service performance.

• Provides immediate assistance to guests as requested.

• Ensures employees understand customer service expectations and parameters.

• Participates in the development and implementation of corrective action
plans to improve guest satisfaction.

Implementing Projects and Policies

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

• 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 support the Peer Review
Process.

• Manages payroll administration.

Conducting Human Resource Activities

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

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

• Participates in employee progressive discipline procedures.

• Uses all available on the job training tools for employees.

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

• Supervises on-going training initiatives and conducts training when
appropriate.

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

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates 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.

• Maintains high visibility in public areas during peak times.

• Understands and can implement all emergency plans including accident| death|
elevator| thefts| vicious crimes| bombs| fire| etc.

• Performs Front Desk duties in high demand times.

_

Guest Relations Manager – Executive Lounge – Courtyard Hong Kong Sha Tin – 1 On Ping Street

APPLY HERE

Job Number 19001515
Job Category Rooms and Guest Services Operations
Location Courtyard Hong Kong Sha Tin| 1 On Ping Street| Sha Tin| New
Territories| Hong Kong S.A.R.| Hong Kong| Hong Kong S.A.R.
Brand Courtyard by Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Strategically located| the 524-room Courtyard by Marriott Hong Kong Sha
Tin features stylish rooms with tranquil views of the Shing Mun River|
offering smart and practical choices whether for work or leisure. The award
winning hotel is just a 5-minute stroll to the nearby Shek Mun Station (Ma On
Shan Line)| with daily complimentary shuttle bus service available.

__

Job Responsibilities

Reporting to Front Office Manager| the position is responsible for the operation and performance of the Executive Floor and maintains the standard of services and provide overall supervision to Executive Lounge

Ensure the check-in/out procedures and service at Executive Floor is up to standard
Maintain records pertinent to the guests staying in the Executive Floor
Provide basic F&B services at the Executive Lounge
Responsible for the proper functioning of all phases of Executive Floor / Executive Lounge operations and to perpetuate high standards of quality and areas of important
To provide on-the-job training to new colleagues

Requirements

Hotel school graduate with Higher Diploma or above is preferable
Minimum 5 years hotel related experience and preferable in Executive Floor / Front Office
Proficiency in written and spoken English & Cantonese and fluent in Mandarin speaking
Shift duty is required