** Responsible for: Front Office: Front Office Assistant, Front Office Supervisor: Concierge: Supervisor Bellman/

Doorman, Driver

** JOB PURPOSE

1. The Front Office Manager is responsible for providing guest services, direction and leadership for Front Desk, Concierge, Business Centre, Telephone operator, Won Majestic Casino & Hotel Guest Services, and Reservation Department

2. He/She is to ensure all the department under his/her purview operates effectively and is in compliance with the hotel’s objective, Minimum Quality Standards set by Won Majestic Casino & Hotel and services delivery of the highest standards.

** RESPONSIBILITIES

1. Responsible for the proper, efficient and profitable functioning of the Front Office Department.

2. Must be familiar with the hotel’s policies and procedures and to ensure all employees under his/her supervision comply with the policies and procedures.

3. Establish and maintain labors work force for the Front Office Department

4. Clarifies duties and responsibilities of Front Office associates accurately to ensure work flows are in logical order

5. Provides guidance to all Front Office associates to they may carry out their duties effectively and efficiently.

6. Plans and roster Front Office associates accurately to ensure sufficient manpower to provide the highest level of services to the guests

7. Ensures compliance to the established Minimum Quality Standard and high level of work performance are maintained.

8. Ensures that policies, procedure and hotel’s rules and regulation are clearly understood and followed by all associates

9. Ensures all associates comply to the hotel’s grooming standards.

10. Handles guest complaints promptly and efficiently in the best interest of the hotel.

11. Must be familiar with the hotel’s credit policies and to work closely with the credit department to prevent any loss of revenue.

12. Have a thorough understanding of all emergency procedures.

13. Ensures that all reports generated by Front Office Department are accurate and delivered promptly.

14. Verifies overtime claims, medical leave and leave application.

15. Prepares and review job descriptions standard operating procedure for the department periodically.

16. Preparing the capital expenditure forecast.

17. Have a tight control over the department’s expenses such as labors costs, supplies and other operating expenses.

18. Conducts schedule meetings with Front Office associates to ensure effective communication within the department is maintained.

19. Ensures all operating equipment are in perfect working conditioned are used for their specific purpose.

20. Attends all schedule meetings arranged by Executive Office.

21. Monitor monthly training programme schedule for Front Office Department.

22. Provide guidance to all associates in their professional development and also to ensure the associate are prepared for career advancement.

23. Meet up with guest regularly to obtain feedback.

24. Assume other duties as assigned by Management.

* Profile of Competency

• 3-5 years’ experience as front desk manager or reception manager or related professional area.

• Profound experience in customer service, operation of PMS, office management and basic bookkeeping procedures.

• Excellent interpersonal and communication skills

• Strong organization skills and effective influence skills

• Strong associate relation skills and conflict management skills, and also effective decision-making skills

* Language

• Good communication skills (verbal and listening and writing)

• English & Chinese required both writing and speaking

* Education

• Bachelor’s Degree or Diploma in Business Admiration preferred.

* Job License

• NIL

** NOTICE:

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move ambassadors from their accustomed shift as business demands