Executive Assistant Manager - Rooms

Shangri-La Group - Hong Kong Region

Renowned for its distinctive Asian hospitality, the luxury hotel group operates five Shangri-La properties in Hong Kong, where the company is also headquartered, including KowloonShangri-La, IslandShangri-La, Kerry Hotel Hong Kong, JENHong Kong by Shangri-La, and The Aberdeen Marina Club, offering guests an array of options across the different brands to suit every guest’s needs.

As an employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues to best-in-class leadership development programmes, employee potentials will be identified and nurtured throughout their career with the Group.

We are looking for an Executive Assistant Manager – Rooms based at Island Shangri-La, Hong Kong!

As an Executive Assistant Manager - Rooms, we rely on you to:

• Responsible for the proper, efficient and profitable functioning of the Front Office, Housekeeping, Service Centre/Telephone, Laundry Department, Business Centre, Gift Shop and Horizon Club, establishment of quality standards, maintenance of high staff performance and customer satisfaction
• Work closely with Director of Operations in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure consistency, profitability, guest satisfaction and employee satisfaction in Rooms division
• Lead the team to achieve business results and manage cost base in accordance with the annual Rooms budget and KPIs by monitoring and enhancing staff productivity; conducting cost-efficient measures by utilizing operating equipment and optimal manpower deployment and revenue improvement strategies in conjunction with Sales & Marketing Plan
• Ensure that the operation within areas of responsibilities complies with the SOP requirements and all staff are well trained and perform according to the SOP requirements and standards set by Shangri-La Group and the hotel
• Ensure the operation and the public areas comply with safety regulations in order to provide a safe and friendly environment for guests and staff by ensuring all staff follow safety work practices and constantly reviewing and improving work practices; regularly reviewing and inspecting facilities
• Monitor the actual revenue performance against forecasted targets and implement corrective actions as needed
• Monitor the market trend and offer suggestions to drive continuous improvement in all areas of Rooms operations
• Perform any other duties and special projects as required by the senior management

We are looking for someone who has:

• High Diploma or Degree holder in Hospitality Management
• Minimum 10 years’ relevant working experience in a sizeable luxury hotel with at least 3 years in similar capacity
• Passion for customer service; clear focus on the customer needs and trends in order to meet customer satisfaction; and creativity and flair to exceed customer expectation
• Proven record in managing hotel projects; good knowledge of financial statement and experience in budgeting
• Excellent leadership skills and mastery in delegating multiple tasks
• Demonstrate the highest level of hospitality and professionalism with guest-oriented and service-minded
• Proactive, well-organized, detail-minded with excellent communication and interpersonal skills and can work independently under pressure
• Excellent command of English, Chinese would be a plus, and hands-on experience in MS Office applications
• Candidate with less experience will be considered as Director of Rooms