Location: Malé, Maldives (On-site)

Primary Responsibilities

Lead the resort’s sales strategy and team to maximise revenue, strengthen client relationships, and expand market share across key segments. Oversee a focused sales team to deliver measurable results in line with business priorities, while positioning Grand Park Kodhipparu as a preferred destination in the Maldives.

Job Functions

• Deliver sales targets through proactive account management, market segmentation, and tailored offers.
• Build and sustain long-term partnerships with key clients, travel trade, and corporate accounts to secure repeat business and loyalty.
• Develop innovative promotions and value-driven packages along Director of Revenue to capture business during need periods and differentiate the resort from competitors.
• Identify and penetrate emerging source markets, expanding the resort’s client base and diversifying revenue streams.
• Ensure the sales team consistently delivers on promises made to clients, supported by clear reporting, operational alignment, and brand positioning.
• Enable a strong, consistent resort base business across core segments
• Empower team members to achieve individual and departmental sales targets
• Lead, coach, and develop the sales team, providing guidance, performance feedback, and skill-building opportunities.

What Success Looks Like

• Resort consistently meets or exceeds sales and revenue targets
• Strong base of repeat business from loyal, long-term accounts
• Innovative sales initiatives that drive incremental business in low periods
• Entry into new or underdeveloped markets with measurable revenue contribution
• Motivated, capable sales team achieving personal and collective targets
• Professional, reliable client experience that enhances the resort’s reputation

Qualifications & Skills

• Bachelor’s degree in Business, Hospitality, or related field
• 5–7 years of hospitality sales experience, with at least 2 years in a leadership role
• Strong track record of revenue delivery and account growth
• Excellent communication, negotiation, and presentation skills
• Ability to lead and motivate a small, multicultural team
• Established client network in key Maldives source markets is a plus

Location: Singapore 

Primary Responsibilities

The primary responsibility of the Director of Sales is to lead and oversee the hotel’s room sales strategy, driving revenue growth and market penetration across key segments. This includes managing and mentoring the sales team, developing and executing innovative sales and marketing initiatives, preparing and monitoring the annual sales budget, and cultivating strong client relationships. The role demands a strategic thinker with deep knowledge of the luxury hospitality market, capable of delivering measurable results through effective leadership and customer-focused engagement.

Job Functions

• Be responsible for the hotel’s room sales activities.
• Maximize revenue and profit for the hotel.
• Achieve and exceed targeted STR.
• Prepare and present the hotel’s annual room sales budget. The annual budget should include manpower requirement, operating expenses, etc.
• Direct and manage the hotel’s room sales activities, to fully penetrate the hotel’s identified markets and maximize room and catering sales revenue.
• Manage the sales team and work with each team member to maximize room sales revenue and exceed budgeted target.
• Supervise the sales team in their daily sales activities and maximize the productivity. Establish high level of contacts with all customers.
• Be involved in the planning and execution of marketing programs for room sales and actively engage in the development of these marketing programs.
• Establish strong market network.
• Closely monitor the sales expense budget and approve the reimbursable expenses of sales team under his/her charge.
• Ensure that all salespersons in the department are well trained in selling and have excellent product knowledge in our hotels and competitive hotels, to effectively penetrate the market. Ensure all other administration staff are trained in relevant skills to perform the assigned tasks, and staff are trained to achieve the next higher level.
• Conduct performance development review for department staff and provide honest feedback on their respective performance. Guide and improve performance when there is a shortfall in performance. Reinforce performance if it has not reached an acceptable level of competency.
• Perform any other job tasks as assigned.

Qualifications & Skills

• Bachelor’s degree in business, Marketing or a related field.
• Minimum 10 years of Sales experience in the hospitality industry with 2 years in a similar capacity.
• Excellent presentation, negotiation, and communication skills.
• Self-motivated with strong track record in driving revenue growth in the luxury hotel sector.
• Strong leadership capability and interpersonal skills.
• Proficient in CRM and hotel systems. 

Location: Singapore 

Primary Responsibilities

The Food & Beverage Catering Sales Manager is responsible for driving revenue growth by identifying and managing a portfolio of clients, promoting the hotel’s restaurant, event, and catering facilities across corporate, leisure, MICE, and social segments. The role ensures the seamless execution of events through strategic sales initiatives, marketing collaboration, and exceptional client engagement.

Job Functions

• Proactively identify, pursue, and manage a portfolio of clients to maximize sales across corporate, leisure, MICE (Meetings, Incentives, Conferences, and Exhibitions), social events, weddings, and outside catering services.
• Build and maintain a strong network of business contacts, foster productive relationships with existing and potential clients, and stay informed on market trends, pricing strategies, and promotional activities.
• Collaborate with Digital Marketing and Public Relations teams to promote F&B offerings through targeted campaigns, social media engagement, and seasonal activations.
• Manage venue hire platforms and ensure up to date information on the venue marketplace
• Organize client familiarization visits to showcase hotel and catering facilities.
• Represent the hotel at sales roadshows, trade functions, exhibitions, and promotional events.
• Manage the end-to-end event process including contract preparation, invoicing, payment collection, and coordination with clients for event planning and execution.
• Prepare and distribute Banquet Event Orders, floor plans, and conduct weekly briefings with F&B service and operations teams. Ensure timely delivery of event signage, menu cards, and other materials.
• Generate and consolidate weekly sales activity reports, forecasts, competitive analyses, and event sales summaries for management review.
• Support the development of the annual events and catering sales budget and contribute to setting annual sales targets during the business planning cycle.
• Safeguard the hotel’s proprietary information with utmost care and confidentiality.
• Perform other duties as assigned by management.
• Perform any other job tasks as assigned.

Qualifications & Skills

• Diploma or Bachelor’s degree in Business, Hospitality, or a related field.
• Minimum 3 years of experience in a similar role with a proven track record in sales and client management.
• Strong presentation, negotiation, and communication skills.
• Excellent interpersonal and customer service abilities.
• Detail-oriented with strong organizational and multitasking capabilities.

Location: Singapore 

Primary Responsibilities

The Assistant Manager, Food & Beverage Operations supports the Manager, Food & Beverage Operations in overseeing the outlet’s daily operations and ensuring it functions as a profitable revenue-generating centre. This includes assisting in the planning and execution of sales initiatives, promotions, and marketing strategies, while maintaining high service standards and customer satisfaction. The role involves coordinating staff activities, managing inventory and equipment, ensuring hygiene and safety compliance, and optimizing labour and operational efficiency. 

Job Functions

• Plan requirements for bookings and promotions, coordinating with staff to ensure smooth execution.
• Maintain adequate supplies and ensure equipment is properly maintained.
• Organize daily operations to optimize labour costs and service efficiency.
• Uphold service standards and contribute to revenue growth.
• Ensure staff grooming meets company standards.
• Assist in the setup and presentation of buffet displays to ensure they are visually appealing and aligned with the outlet’s standards.
• Ensure food service meets hygiene standards and deliver excellent customer service.
• Build rapport with guests and maintain a mailing list of regular patrons.
• Conduct on-the-job and monthly training for outlet staff.
• Share updates on promotions, events, and guest feedback during briefings.
• Ensure accurate pricing and monitor for irregularities in cash handling.
• Perform other duties as assigned. 

Qualifications & Skills

• Tertiary education in Business, Hospitality Management, Food & Beverage, or related fields.
• 4–5 years of relevant experience, preferably in hospitality, travel, or F&B industries.
• Strong leadership and team coordination skills with the ability to motivate and guide staff.
• Excellent communication and interpersonal skills to engage effectively with guests and team members.
• Sound knowledge of food safety, hygiene standards, and service protocols.
• Proficiency in inventory management, cost control, and basic financial reporting.
• Ability to work under pressure and adapt to a fast-paced environment.
• Familiarity with point-of-sale systems and basic computer applications (e.g., MS Office).
• Strong problem-solving skills and a proactive approach to service recovery and guest satisfaction.

Location: Singapore 

Primary Responsibilities

The Guest Services Manager plays a pivotal role in ensuring the smooth and efficient operation of the Front Office. This includes overseeing daily guest services, maintaining high standards of cleanliness and safety, managing team schedules and training, and delivering exceptional guest experiences. The incumbent serves as a key point of contact for VIP guests, coordinates with various departments to ensure seamless service delivery, and upholds brand standards through proactive leadership and attention to detail.

Job Functions

• Conduct regular inspections of all front and back-of-house areas to ensure cleanliness, orderliness, and compliance with Occupational Safety and Health standards.
• Plan and deliver periodic training sessions for Front Office staff to maintain brand standards and service excellence.
• Coordinate and prepare work and vacation schedules for the Front Office team in the absence of the Assistant Front Office Manager.
• Personally welcome and escort VIP guests to their rooms, ensuring all relevant departments are informed of their arrival and preferences.
• Monitor and uphold service standards, providing constructive feedback to enhance team performance.
• Ensure prompt, courteous, and efficient service for all guests, including room orientation and tactful handling of complaints.
• Review daily arrival lists, noting VIPs and guests with special requests, and ensure personalized service.
• Prepare and distribute relevant operational reports to all departments.
• Ensure effective shift handovers, with proper follow-up and resolution of outstanding issues.
• Safeguard and manage key issuance, ensuring access is granted only to authorized personnel.
• Authorize rate and room changes, paid-outs, cash advances, and cheque acceptance in accordance with hotel policies.
• Monitor and resolve guest feedback and service issues, communicating relevant information to concerned departments.
• Handle correspondence related to enquiries, reservations, and complaints professionally.
• Monitor room inventory to optimize occupancy and maximize revenue.
• Be well-versed in emergency procedures and act as part of the first response team.
• Perform any other duties as assigned by management. 

Qualifications & Skills

• Minimum 2 years of experience as a Guest Services Manager / Duty Manager in a hotel environment.
• Outgoing, meticulous, and highly service-oriented personality.
• Strong leadership and interpersonal skills with the ability to manage and motivate a team.
• Proficient in Opera or similar hotel management systems (preferred).
• Excellent communication, problem-solving, and organizational skills.
• Ability to work flexible hours, including weekends and public holidays.

Location: Singapore 

Primary Responsibilities

The Guest Services Officer ensures the smooth and efficient operation of all Front Office areas during assigned shifts by overseeing service delivery, addressing guest enquiries and complaints promptly, and maintaining high standards of hospitality to ensure overall guest satisfaction.

Job Functions

• Oversee daily operations of the Front Desk and Crystal Club, including check-in/check-out procedures, currency exchange, room changes, audit balances, daily reports, and food & beverage service in accordance with established policies and procedures.
• Provide friendly, professional assistance to all guests, including room orientation or escorting guests to their destinations within the hotel. 
• Liaise with the Guest Services Manager or Executive to resolve guest complaints promptly and effectively.
• Assist walk-in guests with alternative accommodation arrangements during full-house situations.
• Communicate guest arrivals, room changes, check-outs, and special arrangements to relevant departments.
• Attend shift briefings to stay informed of hotel activities and operational requirements.
• Ensure effective handover between shifts, with proper follow-up and resolution of outstanding issues.
• Proactively upsell rooms and services at every opportunity to maximize revenue.
• Maintain accurate guest records.
• Personally greet and conduct in-room check-ins with room orientation for all Club guests.
• Perform any other duties as assigned by the superior.

Qualifications & Skills

• At least 1 year of working experience in customer service. Candidates with no prior experience are also welcome to apply.
• Excellent communication and interpersonal skills. 
• Strong problem-solving abilities and attention to detail. 
• Ability to work effectively in a fast-paced, team-oriented environment. 
• Multilingual abilities are an advantage enabling effective communication with guests from diverse backgrounds.

Location: Singapore 

Primary Responsibilities

The Food & Beverage Operations Executive provides day-to-day operational support to ensure smooth service delivery and consistent guest satisfaction. This role assists in implementing F&B initiatives, coordinating promotions, monitoring service standards, and supporting cost control efforts. The Executive also contributes to staff communication and feedback collection, playing a key role in maintaining operational efficiency and a positive dining experience. 

Job Functions

• Coordinate food and beverage operations including sales, customer service, and promotional activities.
• Ensure consistent delivery of high-quality food and beverage standards to meet customer satisfaction.
• Oversee the presentation, supervision, and control of service to optimize profitability and guest experience.
• Prepare mise-en-place and ensure side stations are fully stocked with food items, crockery, chinaware, and other essentials before each shift.
• Replenish supplies and linen as needed throughout service.
• Welcome guests warmly, escort them to their tables, and provide attentive service.
• Accurately take and serve food and beverage orders in a timely manner.
• Present bills and process payments efficiently and courteously.
• Perform additional duties as assigned by the supervisor or management team.

Qualifications & Skills

• 2–3 years of related experience, ideally within hospitality, food & beverage industries.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and as part of a team.
• Attention to detail and commitment to delivering excellent customer service.

Location: Otaru, Japan

Primary Responsibilities

We are looking for an experienced HR Manager to lead and manage the Human Resources function for Grand Park Otaru. This role is primarily based in Otaru. Reporting directly to the General Manager and working closely with the Group HR Director, you will play a key role in managing all HR operations and developing strategies that align with our company’s goals. This hands-on position requires a deep understanding of Japanese labour laws, hospitality industry practices, and employee relations. Ideal candidates thrive in a dynamic and growing organization, enjoy tackling challenges, and have a passion for building a high-performance workforce in the hospitality sector.

Job Functions

• HR Leadership: Lead all aspects of HR operations, including recruitment, onboarding, employee relations, and performance management for the Otaru properties. 
• Recruitment & Retention: Develop and execute strategies for recruiting and retaining talent. Oversee the full recruitment lifecycle, including workforce planning, screening, interviewing, and onboarding. 
• Employee Relations & Engagement: Foster a positive work environment through strong employee engagement programs, grievance handling, and proactive labour relations management. 
• Compliance & Legal: Ensure full compliance with local labour laws, employment contracts, and all HR-related regulations. Liaise with relevant authorities as necessary. 
• Compensation & Benefits: Oversee payroll and benefits administration, ensuring they are competitive within the hospitality sector. Regularly review compensation structures to ensure market competitiveness. 
• Training & Development: Coordinate training programs, including mandatory compliance training and leadership development, in collaboration with the Corporate Training Manager. 
• HR Strategy & Projects: Partner with senior management to align HR initiatives with business objectives and lead various HR projects that support operational growth and employee development. 
• HR Administration: Manage HR documentation, including employment contracts, HR audits, and personnel files, ensuring all records are up-to-date and comply with corporate guidelines. 
• Collaboration with Other Hotels: Develop and maintain close working relations with other hotel HR Managers and build a healthy, well-structured, and effectively managed HR system. Foster a conducive working environment that promotes trust, mutual support, teamwork, and friendly staff relations across all hotels to enhance the Group’s choice of employer branding.
• Manpower Budgeting: Support preparing the hotels’ annual manpower budget in consultation with GMs. Work closely with other department managers to determine appropriate manpower strength for each department, considering manpower costs, productivity, and operational efficiency. 
• Performance Development & Mentoring: Provide guidance, mentoring, and performance development reviews for team members. Offer honest feedback on their performance, help improve shortfalls and provide reinforcement and guidance if performance falls below acceptable standards. 

Qualifications & Skills

• Bachelor’s degree in Human Resources, Business Administration, or a related field. 
• At least 3 to 5 years of HR management experience in the hospitality industry or a similar service-oriented environment. 
• Excellent interpersonal skills 
• Fluent in Japanese and English with excellent written and verbal communication skills. 
• Strong knowledge of Japanese labour laws, payroll systems and administration, HR best practices, standard HR models, HR metrics, and reporting 
• Proven experience in employee relations, recruitment, and performance management. 
• Ability to work both independently and collaboratively across departments. 
• Proficiency in HRIS, Microsoft Office Suite, and MS Excel 
• Ability to work independently, manage multiple priorities, and maintain a high level of confidentiality and professionalism. 
• Being able to start on short notice is an added advantage 

Location: Otaru, Japan

Primary Responsibilities

Leads and manages all day-to-day activities related to the sales function with a focus on building long-term, value-based customer relationships that enable achievement of property sales objectives.  Achieves personal booking goals and makes recommendations on booking goals of direct reports.

Job Functions

Supporting Developing & Executing Sales Strategies

• Works with sales leader to ensure understanding of sales strategy and effective implementation of this strategy for the segment.
• Works with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOS.
• Assists with the development and implementation of promotions, both internal and external.

Maximizing Revenue

• Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals).\
• Recommends booking goals for sales team members.

Managing Sales Activities

• Monitors all day to day activities of direct reports.
• Approves space release for catering to maximize revenue (DOS, Group) in the absence of a Business Evaluation Manager.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

Analyzing & Reporting on Sales and Financial Data

• Analyzes market information by using sales systems and implements strategy to achieve property’s financial room and catering goals.
• Assists Revenue Management with completing accurate six period projections.
• Reviews sales and catering guest satisfaction results to identify areas of improvement.

Ensuring Exceptional Customer Service

• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Meets with guests during pre- and post-convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Incorporates guest satisfaction as a component of department meetings with a focus on continuous improvement.
• Executes and supports the company’s Customer Service Standards and property’s Brand Standards. 
• Participates in and practices daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.

Building Successful Relationships

• Develops and manages relationships with key stakeholders, both internal and external.
• Works collaboratively with off-property sales channels (e.g., Event Booking Center, Market Sales, GSO) to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
• Works with Human Resources, Engineering and Loss Prevention to ensure compliance with local, state and federal regulations and/or union requirements.
• Attends customer events, trade shows and sales missions to maintain, build or develop key relationships with GSO Managers and customers.

Managing and Conducting Human Resource Activities

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Utilizes all available on the job training tools for employees.

Qualifications & Skills

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 3 years experience in the sales and marketing or related professional area.
  OR
• 4-year bachelor's degree  in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 1 year experience in the sales and marketing or related professional area.
• Leadership
  • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.  
  • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
  • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Managing Execution
  • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
• Building Relationships
  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  
  • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Generating Talent and Organizational Capability
  • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Learning and Applying Professional Expertise
  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges. 
    • Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media. 
    • Devising Sales Strategies and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales strategies that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
    • Sales Ability:  Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
    • Sales Call Facilitation - Ensuring that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers’ cues.
    • Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
    • Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
    • Sales Implementations - Driving and supporting the implementation of sales strategies and systems; seeking and taking appropriate actions on feedback; taking responsibility for implementation success.
    • Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers’ business strengths, weaknesses, and key issues that can inform sales strategies and plans.
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Location: Otaru, Japan

Primary Responsibilities

Position responsible for all the food and beverage operations, which includes all culinary, restaurant, beverage and room service operations. Oversees guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Demonstrates knowledge and proficiency of all applicable food and beverage laws and regulations. Develops and implements business plan for food and beverage.

Job Functions

Developing and Maintaining Budgets

• Develops and manages all financial, employee engagement and guest satisfaction plans and actions for Food and Beverage departments.
• Maintains a positive cost management index for kitchen and restaurant operations.
• Utilizes budgets to understand financial objectives.

Leading Food and Beverage Team

• Manages the Food and Beverage departments (not catering sales).
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Oversees all culinary, restaurant, beverage and room service operations.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Provides excellent customer service to all employees.
• Responds quickly and proactively to employee's concerns.
• Provides a learning atmosphere with a focus on continuous improvement.
• Provides proactive coaching and counseling to team members.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Monitors and maintains the productivity level of employees.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• Sets clear expectations with the employees and team leaders and verifies that appropriate rewards are given if expectations are exceeded.

Ensuring Exceptional Customer Service

• Provides excellent customer service.
• Responds quickly and proactively to guest's concerns.
• Understands the brand's service culture.
• Drives alignment of all employees, team leaders and managers to the brand's service culture.
• Sets service expectations for all guests internally and externally.
• Takes ownership of a guest complaint/problem until it is resolved or it has been addressed by the appropriate manager or employee.
• Verifies all banquet functions are up to standard and exceed guest's expectations.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Manages day-to-day operations, drives quality, and verifies standards are meeting the expectations of the customers on a daily basis.

Managing and Conducting Human Resource Activities

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Conducts performance reviews in a timely manner.
• Promotes both Guarantee of Fair Treatment and Open Door policies.
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
• Develops an action plan to attack need areas and expand on strengths based on employee engagement and guest satisfaction results.

Additional Responsibilities

• Complies with all corporate accounting procedures.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Drives effective departmental communication and information systems through logs, department meetings and property meetings.

Qualifications & Skills

• High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area.
  OR
• 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area.
• Leadership
  • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.  
  • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
  • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Managing Execution
  • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
• Building Relationships
  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  
  • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Generating Talent and Organizational Capability
  • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Learning and Applying Professional Expertise
  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges. 
    • Finance/Accounting - Knowledge and understanding of financial knowledge, controls, inventory, costs, expenses, and all cash handling procedures and policies. 
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Location: Otaru, Japan

Primary Responsibilities

To be responsible for guest satisfaction level through the implementation of existing procedures and improved systems where necessary.

Job Functions

• Co-ordinates with Housekeeping and Engineering on upkeep of rooms and preventive maintenance programme.
• Review and Analysis of reports to ensure that the report information is accurate and the hotel position and exposure are managed.
• Review and check on all VIPs and repeated guests rooms assignments. Meet up with VIPs and regular guests upon their arrival to extend welcome as well as during Cocktail hours or Breakfast to get feedback if any.
• Be actively involved with Yield management and attend the weekly Revenue meeting to review forecast for the next 3 months. Contribute and recommended adjustment and at the same time set the strategies to achieved maximum yield.
• Drive the Front Desk to upsell at every opportunity. Incentified the team for their effort and review the target set to make sure that it is achievable and that the team is motivated to upsell.
• Conduct performance appraisal for all Sections Mgr within the Front Office Department twice yearly. The appraisal need to be reviewed half yearly on the Key Performance Objective that is agreed upon.
• Meet up with the staff quarterly and identify the potential candidate that is ready to take on more responsibility. Identify star player of the team to be groom and planning for their career goals by working closely with HR.
• Identify the training need of the staff and coordinate with Training department. Overview of the Front Office Department training focus based on the consolidation of the staff feedback and past shortcoming. Identify Sections Departmental trainer and work on the training needs requirements. 
• To manage any staff related issue with relate to Counseling or Discipline issue. Will seek the advice for the HR department on the action to be taken. Ensure that proper documentation of issue relating to this matter.
• Motivation of the team moral and teambuilding by organizing a yearly outing that all the Front Office team members will be able to participate. This act as a teambuilding event whereby all sections gets to interact with each other and understand one another better.
• Managing the overall Front Office Department P& L and ensuring that they are within the Budget percentage. Understanding the expense lines and looking into the variance. Any discrepancy to be highlighted so as adjusted could be made.
• Approval of the biweekly roster for all section. Staffing levels are review based on events, occupancy level, group arrival and most important par level are met.
• Conduct Operational briefing for Sections Manager. Follow up action for the day based on the log record or from the HOD meetings are brief to the team.
• Attended Morning Operational meeting daily at 9am from Mon to Fri with GM, EAM and HOD. Reports on Groups arrival, VIPs and Repeat guest arrivals as well as Front Office operational issues. Highlight future high pick period and room categories availability.
• To review and manage contracts for all equipment and third party services used in the Front Office such as PMS, telephone systems and newspapers, etc.
• Check and approved purchase requisition that the Sections have ordered and sign the documents off.
• Prepare the Front Office Capex and Operating equipment for Front Office and other operating dept. Meeting will all Front Office Sections Managers to decide on the Capex requirements.
• Prepare the following year Room Budget together with the GM, EAM, DOS, FC, Reservation Manager.
• Daily hotel walk around and to all Front Office Sections (Club Lounge, Front Desk, Concierge, Baggage Storage, Lobby Areas, Business Centre). Lobby Management present to support guest relations and obtain guests feedback. 
• Actively drive and implement the company culture and core values. Involved the Core Values Program in all aspect of the Front Office activity as much as possible.
• Assume any other projects/tasks that may from time to time be assigned by supervisors.

Qualifications & Skills

• Experience as Assistant Manager or above at a hotel front desk.
• Basic proficiency in Excel and Word.
• Business-level proficiency in both English and Japanese is required.