Scope of Job
Responsible for maintaining efficient hotel operations through planning, organizing, staffing, executing and controlling the functions of the Department. Directs and co-ordinates the activities of the Hotel and responsible for the smooth operation. Manage the operation of the Guest Services, Concierge, hotel lobby & related areas. The results achieved by these departments must be in accordance with LLSHR objectives. The highest level of performance and quality standard of the hotel is expected.
Main Responsibilities
Develop and implement strategies for hotel front office operations that support achievement of the hotel’s general goal.
Manage Front Desk, Concierge，valet parking as well as main lobby areas daily regarding critical strategy planning, pre-opening readiness and daily operations
Directs all activities of the other departments and resort duty mgr to ensure communications and follow-up on any guest requests or special requirements.
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism.
Assures that all financial regulations, complaint procedures and high services standard are followed by front office team.
Reviews and monitors schedules of staff in other department of responsibility.
To establish systems, policies and procedures for each respective function.
To plan, organize and manage the staffing of the whole Front Office and related functions.
To be responsible for maintaining high occupancy through the strategic planning and allocation of rooms.
To cooperate with other Department Heads to ensure coordination of activities.
To check daily reports from the various areas of the department and take necessary action or to inform the Head of Hotel Operations.
To provide consistant leadership, counselling, and motivate to the team whenever necessary.
To have a complete understanding of and adhere to the hotel’s policy relating to emergency, fire, hygiene, health and safety.
To control hotel’s front office expenses and review department P&L report
BUSINESS IMPACT/RESULTS
Work with the Head of Hotel Operations in preparation and managing the departmental budget.
Manage the operational expenses budget ensuring proper ordering based on the hotel forecast.
Develop and implement processes and procedures for assigned department which support achievement of guest service and financial goals.
Ensure that guest satisfaction is consistently obtained and maintained.
CREATIVITY
Create the first impression by supervising the front office and guest room areas.
Create ideas to deliver a unique and unforgettable experience to our guests.
Deliver a promotional plan for each function whenever necessary.
COMMUNICATION
Communicate effectively within the organization at all levels using the most appropriate communication method for the matter concerned.
Communicate with Guests and be visible in the local community as a representative of the hotel.
DECISION MAKING
The need for quick, effective decisions to be made is vital in our fast-paced business
GUEST SATISFACTION & PROBLEM SOLVING
Plan and coordinate hotel housing activities by working closely with Sales and Marketing, F&B, Maintenance and other departments.
Create guest satisfaction by providing associates with the training and resources they need to maximize associate engagement and deliver exceptional service and teamwork.
Ensure that associates provide exceptional genuine hospitality and teamwork on an ongoing basis.
Seek opportunities to improve the guest experience by seeking guest feedback and reviewing management reports and developing strategies to improve department and hotel services.
Health & Safety
Senior Managers are responsible for all aspects of Health, Safety & Security within their Business units, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out and that safe working procedures are in place at all locations within their remits and that all employees under their management are aware of the Group Health, Safety and Security Policy and their obligations under it.

Requirements
1. Hospitality Sense:
Strong hospitality sense for guests, work partners & internal staffs
Able main high services standard at all guests interaction areas
Maintaining confidentiality within the organization and protect any information that is classified as confidential.
Maintaining honesty and integrity with colleagues and guests
Represent Merline way as a team leader and play a role model to all associates.
2. Work Experience:
Requires at least five years of Front Office experience in leadership role.
Must be proficient with OPERA/PMS, Vindcards, Fidelio and other hotel front office/room systems.
Computer literacy and financial management a must.
Knowledge of hotel operations, including marketing plans, security & safety, contracts, budget forecasting, quality assurance and long-range planning.
3. Leadership & Other Skill:
Must have exceptional organizational, supervisory skills. Ability to assess other associates’ performance in a fair and consistent manner.
Must demonstrate ability to relate to, communicate with, and motivate associates to sustain high performance and quality levels.
Must be willing to work flexible hours, including evenings, public holidays and weekends to support Resort operations.
Must be willing to travel locally and regionally to conduct business, and occasional travel within China
Language: Requires reading, writing and oral proficiency in the English language.
Communications: Requires good communication skills in both writing and oral
Has strong leadership and strong inter-personal skills.

Industry Preference
Theme park, Cruise, Star Hotels and Resorts

Skill Preference
Fluent spoken English, third foreign language skills (Cantonese/Japanese/Korean), Golden key butler skills

Key Experience Preference
At least 5 years working experience as front office manager

Education & Any Certifications Required
College degree or above, English CET-4 / CET-6 certificate, Computer Level 1 or above certificate

Technical/Functional Knowledge
Familiar with front office system such as Opera/ credit card handling/ luggage storage/self-service machine