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
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.
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.
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
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.
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.