Guest Experience Manager - Front Desk

ALVA HOTEL BY ROYAL is a new 618-room premium hotel, strategically located along the scenic Shing Mun River in Shatin, a dynamic attraction in Hong Kong known for its cultural and refreshing neighbourhood with 40 minutes away from Hong Kong International Airport by car.  The Hotel offers guest-centric technology, innovative dining and accessible luxury with a modern lifestyle hospitality concept designed specifically for the mobile and adventurous travellers.  It has four restaurants and bars, a well-equipped gym, a rooftop thermostatic swimming pool and more.

Inspiring Opportunity Awaits….
 

DUTIES AND RESPONSIBILITIES

• Resolve guest complaints on room assignment and problems concerning room bills, refer problems to Duty Manager or Assistant Front Office Manager whenever necessary.
• Provide proper training to all Front Desk associates.
• Maintain cashier float and make an accurate daily report of all money received.
• Responsible for house count, room discrepancies and daily forecasting. Ensure that all rooms discrepancies are resolved before the end of shift and monitoring room status availability.
• Inspect VIP rooms, greet and escort VIP guests to ensure total comfort and enjoyment.
• Perform special duties as assigned by management.

QUALIFICATIONS

• Holder of Diploma or above in Hotel Management.
• Minimum 5 years’ experience in Front Desk with hotel and 2 years in a similar capacity is preferable.
• Excellent communication skill and leadership skills.
• Good command of both written and spoken in English, Mandarin and Cantonese.
• Positive thinking and self- motivated.
• Able to work under pressure and managing changes.
• Ability in setting up service standards and quality system.
• With special night allowance for overnight shift.