Assistant Front Office Manager

Shangri-La Group; Hong Kong; On-site; HKD 600,000 - 800,000; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Colleague stay/travel perks

Job summary

Island Shangri-La, Hong Kong, part of Shangri-La Group, seeks an Assistant Front Office Manager to oversee guest room operations and deliver personalized service aligned with Shangri-La’s standards.

The role requires strong leadership and a track record in Front Office management within large hotels. You will plan staff rosters, monitor guest preferences, and resolve complaints to maintain exceptional guest experiences.

Qualifications

• 6+ years in Front Office of sizable hotels, with 4+ years in a supervisory role.
• Strong leadership and problem-solving abilities.
• Excellent interpersonal and organizational skills.
• Fluent in English; Cantonese and Putonghua highly preferred.

Responsibilities

• Ensure efficient guest check-ins and check-outs at the Front Desk.
• Monitor occupancy and manage guest history and preferences.
• Handle and resolve guest complaints per hotel standards.
• Plan and manage staff rosters for events and peak periods.
• Review guest feedback and implement service improvements.
• Review key front office reports for accuracy.
• Uphold Front Office standards per brand guidelines and perform other duties.

Skills

Leadership

Problem-solving

Interpersonal skills

Organizational skills

Tools

OPERA System

Microsoft Office

Job description

Find Your Shangri-La in Shangri-La.

Headquartered in Hong Kong SAR, Shangri-La Group has grown from a single hotel business to a diverse and integrated global portfolio comprising quality real estate and investment properties, wellness and lifestyle facilities. Today, the Group owns, operates and manages 100+ hotels under our family of five brands: Shangri-La Hotels & Resorts, Shangri-La Signatures, Kerry Hotels, JEN by Shangri-La, and Traders.

About Us

Find Your Shangri-La in Shangri-La. Headquartered in Hong Kong SAR, Shangri-La Group has grown from a single hotel business to a diverse and integrated global portfolio comprising quality real estate and investment properties, wellness and lifestyle facilities. Today, the Group owns, operates and manages 100+ hotels under our family of five brands: Shangri-La Hotels & Resorts, Shangri-La Signatures, Kerry Hotels, JEN by Shangri-La, and Traders.

An Elegant Sanctuary, soaring above the Urban Skyline: Rising to a commanding 56 floors, Island Shangri-La, Hong Kong provides a peaceful escape in the very heart of Hong Kong. Sweeping views of the iconic skyline, the Peak or Victoria Harbour are a constant source of inspiration in the 544 rooms and suites, each brimming with graceful Asian-inspired décor.

About The Role

As an Assistant Front Office Manager, you will be managing the key aspects of guest room operations to ensure a smooth and personalized experience aligned with Shangri-La’s service standards.

Key Responsibilities

• 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.

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.