Assistant Front Office Manager

Shangri-La Group; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Stay/travel perks

Job summary

Kowloon Shangri-La, Hong Kong, seeks an experienced Front Office Director to lead guest services at our iconic hotel on Mody Road. You will drive service excellence, supervise front desk operations, and ensure seamless check-ins/outs during peak periods.

The role requires strong leadership, fluent English, Cantonese and Putonghua, and a track record in large hotel environments. You will collaborate with Revenue and Housekeeping to uphold brand standards and deliver memorable experiences.

Qualifications

• Minimum 6 years of relevant Front Office experience in sizable hotels; 4 years in a supervisory role.
• Strong leadership, problem-solving, interpersonal and organizational skills.
• Excellent command of spoken English, Cantonese and Putonghua.

Responsibilities

• Ensure efficient guest check-ins and check-outs, delivering exceptional service at the Front Desk.
• Monitor occupancy levels and maintain accurate guest history and preferences.
• Handle and resolve guest complaints in accordance with hotel standards.
• Plan and manage staff rosters to align with events and peak periods, ensuring adequate coverage for quality service.
• Review guest feedback across platforms and implement initiatives to enhance service levels.
• Review key operational reports (Rate Variance, High Balance, No-Show, Night Audit) and ensure accuracy.
• Uphold Front Office standards and procedures in line with brand guidelines, and perform other duties or special projects as assigned by Management.

Skills

Front Office leadership

Guest services

Operations management

Communication skills

Tools

OPERA System

Microsoft Office

Job description

• Ensure efficient guest check-ins and check-outs processes, delivering exceptional service at the Front Desk.
• Monitor occupancy levels and maintain accurate guest history and preferences.
• Handle and resolve guest complaints in accordance with Hotel standards.
• Plan and manage staff rosters to align with events and peak periods, ensuring adequate coverage for quality service.
• Review guest feedback across platforms and implement initiatives to enhance service levels.
• Review key operational reports (Rate Variance, High Balance, No-Show, Night Audit) and ensure accuracy.
• Uphold Front Office standards and procedures in line with brand guidelines, and perform other duties or special projects as assigned by Management.

About You

• At least 6 years of relevant experience in Front Office of sizable Hotels, including 4 years in a supervisory role.
• Solid knowledge in OPERA System and Microsoft Office applications.
• Strong leadership, problem-solving, interpersonal, and organizational skills.
• Excellent command of spoken English, Cantonese, and Putonghua.

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

Director, Talent Management & Acquisition (Hong Kong)

Kowloon Shangri-La, Hong Kong

64 Mody Road, Kowloon, Hong Kong

Tel: [phone]

WhatsApp: [phone]

Website: https://www.shangri-la.com/

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.