ANA InterContinental Tokyo - Assistant Director of Rooms

<Job Description>

People Management
• Ensure that all goals set for the department are achieved timely; goals include but not limited to soft metrics, guest experience, colleague heartbeat, etc.
• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team members' performance. (Quarterly Check-in colleagues' conversations and managing underperformed colleagues)
• Responsible in planning successions growth for Rooms Division colleagues
• Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Corporate with People & Culture, to recommend and/or disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
• Maintain inter-departmental relationships to ensure seamless customer service
• Supervise Front Office Team and Guest Relations Team while ensuring team members provide guests with prompt service, professional attention, and personal recognition
• Prepares efficient work schedules, arranging holidays and vacations, taking in consideration projected occupancy, and forecast

Guest Experience
• Ensure the front office team provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• Conduct routine inspections of the front office, guest rooms, public areas and facilities and take immediate actions to correct any deficiencies.
• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
• Understand guests’ needs, wants and expectations and creatively drive and promote new ideas and concepts to keep current and improve the guest experience
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Supporting quality with internal audits in accordance with the hotel’s standard operating procedures and brand standards.

Financial
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
• Use company systems and processes to maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

Responsible Business
• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained.
• Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.
• Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

<What we need from you>

Must Requirements
• Japanese language must (N1/N2/N3 level required) 
• Preferred to be bi-lingual or tri-lingual (ENG/JPN/Other)
• Preferred the person has interest or eager to learn Japanese culture, OMOTENASHI
• + 7 years or more experience of front office / guest service experience including management (manager level)
• Have work experiences at city hotel in JAPAC with leadership experience at the minimum of at least 18 months Front office manager experience