Assistant Director of Front Office; Pre - Waldorf Astoria

Overview

Assistant Director of Front Office (Pre Opening) – Waldorf Astoria Kuala Lumpur, 73, Jalan Raja Chulan, Bukit Bintang, 50200 Kuala Lumpur.

With thousands of hotels in over 100 countries, Hilton offers countless opportunities to delight travelers every year. Waldorf Astoria is part of the Hilton family of brands, including LXR, Conrad, Canopy, Curio Collection, Double Tree, Hilton Garden Inn, Hampton, and many others.

• Maintain high customer service focus by approaching job with customers always in mind.
• Take personal responsibility and initiative to resolve issues, communicating clearly with customers and colleagues.
• Show enthusiasm, seize opportunities to learn new skills or knowledge to improve personal performance.
• Respond quickly and positively to changing requirements, including performance of any tasks requested of you.
• Cooperate and support colleagues to pursue team goals.
• Contribute ideas and suggestions to enhance operational or environmental procedures.
• Actively promote Hilton hotels’ services and facilities to guests and suppliers.
• Seek verbal feedback from customers and team members at every opportunity.
• Implement actions to improve customer service.
• Deal positively with customer complaints and comments, follow-up and feedback to the Front Office Manager.
• Ensure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods.
• Be available to assist on duty during busy days or special events.
• Maintain presence in the lobby, setting example for guest service.
• Proactively assist guests with reasonable requests, training team members to anticipate before guests ask.
• Know Hilton departmental standards; explain and train team members with job skill checklists.
• Assess team members’ performance against standards; monitor with regular review checks.
• Develop action plans to address shortfalls, identify them before they affect service; implement improvements.
• Demonstrate positive leadership inspiring team members to meet and exceed standards.
• Prepare rosters and job schedules for team members to meet business needs, considering internal activities, occupancy, events, promotions, etc.
• Communicate effectively with Housekeeping, groups and tours on in‑house groups holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Understand the situation in other departments and its implication for your own department.
• Plan ahead and ensure adequate resources are available.
• Coordinate with Housekeeping to ensure cleaning is followed up and procedures are maintained.
• Ensure the shift is reviewed, handovers and briefings carried out.
• Maintain in‑depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Establish good communication with the Housekeeping team.
• Attend and participate in regular operational and hotel meetings.
• Ensure that supplier liaison together with the Purchasing team ensures maximum support with regard to sponsorship, marketing and pricing initiatives.
• Be responsible for the maximization of room revenue and profit through commercial rooms management.
• Make decisions regarding overbooking on the same day, ensure out bookings are carried out by members of the Management and that overbooking levels for future days are monitored by the Revenue Manager.
• Understand the goals of the hotel and the department’s role in achieving them, communicating goals to the team.
• Ensure the daily operation is managed by Guest Service Managers and Supervisors who are accountable for profitability and service standards achieved.
• Set and agree to departmental objectives for self and team.
• Represent the needs of the team to others in the hotel.
• Get team members to work cooperatively with others.
• Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.
• Be aware of potential highs and lows in the business.
• Create and implement sales…