JOB SCOPE SUMMARY

 Function as the strategic leader of the property’s Room department.

 Champions the personalization opportunity and exceptional execution.

 Masters and acts as a historian for VIP Guest Profiles and complete for seamless A-Z experiences.

 Establishes as a single point of contact for highly regarded guests.

 Responsible for planning, developing, implementing and evaluating the overall guest experience dimensions.

 Works with direct reports to develop and implement departmental strategies and ensures implementation of the brand

service strategy and brand initiatives that strengthen the character of The Athenee Hotel Service Culture.

 Ensures Guest Experience operations meet the brand’s standards, targets customer needs, ensures employee satisfaction,

focuses on growing revenues, and maximizes the financial performance of the department.

The Face of The Athenee Hotel – portrait the warm and graceful hospitality through using professional language, facial

expressions and body movement, and appropriate etiquette in all situations.

DUTIES & RESPONSIBILITIES

Leading Guest Experience Team

 Champions the brand’s service vision for product and service delivery.

 Performs a leading role in VVIP Protocols to ensure seamless execution in the entire property through cross-departmental

collaboration.

 Ensures the highest level of personalized interactions with guests integrating Social Medias to identify opportunity.

 Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing Profitability

 Assists to analyze service issues and identifies trends from customer insights to outperform guest experiences.

 Manage VIP Amenity cost efficiently and be initiative to personalize amenity according to guest profiles and trends.

Managing Revenue Goals

 Assists to revenue-generating performance against budget for rooms department by maximizing opportunity to promote FB

venues, Spa, and others.

 Coaches and support operation team to efficiently manage occupancy and rate, wages and controllable expenses.

 Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team

accountable for result

Ensuring and Providing Exceptional Customer Service

 Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

 Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

 Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

 Coordinates and communicates event details both verbally and in writing to the customer and property operations.

 Creates and atmosphere in all Room areas that meets or exceeds guest expectations.

 Responds to and handles guest problems and complaints.

 Uses personal judgement and expertise to enhance the customer experience.

 Stays available to solve problems and/or suggest alternatives to previous arrangements.

 Interacts with guests to obtain feedback on product quality and service levels.

 Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and

overall satisfaction.

 Works to continually improve customer service by integrating obtained feedback and personal judgement into action plans.

 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

 Ensures that employees understand expectations and parameters for Room duties.

 Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve

quest satisfaction results.

Managing and Conducting Human Resources Activities

 Interviews and hires employees.

 Ensures employees are treated fairly and equitably.

 Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).

 Fosters employee commitment to providing excellent service, participate in daily stand-up meetings and models desired

service behaviors in all interactions with guests and employees.

 Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative

ways to continually improve results.

 Sets goals and expectations for direct report using the performance reviews process and hold staff accountable for

successful performance.

 Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address

employee problems concerns.

 Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are

completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review

Process.

 Conduct annual performance appraisal with direct reports according to Standard Operating Procedures.

 Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions

to team as necessary.

 Identifies talents of direct reports and their teams, and assists with their growth and development plans.

JOB KNOWLEDGE, SKILLS & ABILITIES

Knowledge

 Guest Services – Knowledge of principles and processes for providing personalized and anticipatory services. This includes

needs and expectation assessment, meeting quality standards for services, and evaluation of guest satisfaction.

 Administration and Management – Knowledge of business and management principles involved in strategic planning,

resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and

resources.

 English Language – Knowledge of the structure and content of the English language including the meaning and spelling of

words, rules of composition, and grammar for a proper use of business writing.

 Mathematics and statistics – Knowledge and their application to understand high complex of data analysis for effective

planning and implementation.

 Sales and Marketing – Knowledge of principles and methods for showing, promoting, and selling products or services.

 Personnel and Human Resources – Knowledge of principles and procedures for personnel recruitment, selection, training,

conflict resolutions, and personnel information systems.

 Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, managing files and

records, designing forms, and other office procedures and terminology. Accounting and Reporting – Knowledge of principles and practices in order to understand and comply to provide accurate

auditing and reporting procedures.

 Safety and Security – Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local,

state, or national security operations for the protection of people, data, property, and institutions.

 Education and Training – Knowledge of principles and methods for department training design, training and instruction for

individuals and groups, and the measurement pf training effects.

 Law and Government – Knowledge of Laws, legal codes, court procedures, precedents, government regulations, executive

orders, agency rules, and the democratic political process.

 Requisition – Knowledge and practices of requisition and procurement in order to plan, utilize, and acquire resources that

deliver maximum results.

 Quality Management – Brand Compliance, Guest Satisfaction System, Quality Audit, Online Reputation, etc.

 Management Function – General aspects of Planning, Organizing, Leading, and Controlling.

 Sustainability Orientated – Initiating and supporting work practices that aim at reducing wastes from mistake, errors, and

ineffective planning, maximizing use of resources, promoting local awareness and equality, and participate in community

services.

Skills

 Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made,

asking questions as appropriate, and not interrupting at inappropriate times.

 Coordination – Adjusting actions in relation to others’ actions.

 Speaking – Talking to others to convey information effectively.

 Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternatives solutions, conclusions

or approaches to problems.

 Management of Personnel Resources – Motivating, Developing, and directing people as they work, identifying the best

people for the job.

 Time Management – Managing one’s own time and time of others.

 Monitoring – Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or

take corrective action.

 Judgement and Decision Making – Considering the relative costs and benefits of potential actions to choose the most

appropriate one.

 Social Perceptiveness – Being aware of others’ reactions and understanding why they react as they do.

 Reading Comprehension – Understanding written sentences and paragraphs in work related documents.

 Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate

options and implement solutions.

 Persuasion – Persuading others to change their minds or behaviors.

 Negotiation – Bringing others together and trying to reconcile differences.

 Instructing – Teaching others how to do something.

 Writing – Communicating effectively in writing as appropriate for the needs of the audience.

 Active Learning – Understanding the implications of new information for both current and future problem-solving and

decision-making.

 System Evaluation – Identifying measures or indicators of system performance and the actions needed to improve or

correct performance, relative to the goals of the system.

 Management of Financial Resources – Determining hoe money will be spent to get the work done, and accounting for these

expenditures.

 Management of Material Resources – Obtaining and seeing to the appropriate use of equipment, facilities, and materials

needed to do certain work.

 Learning Strategies – Selecting and using training/instructional methods and procedures appropriate for the situation when

learning or teaching new things.

 System Analysis – Determining how a system should work and how changes in conditions, operations, and the environment

will affects outcomes.

 Managing and Supervising – Promote the performance of self and others through helping people learn and develop.

QUALIFICATION STANDARD

Education and Experience

 4-year degree from accredited university in Business Administration, Hotel and Restaurant Management, or related major;

4-yearexperience in the quest services or related fields with experience with VIP protocols.