Assistant Front Office Manager: Lead Guest Experience

Island Shangri-La, Hong Kong; Hong Kong; On-site; HKD 335,000 - 391,000; Full time

Job summary

Island Shangri-La, Hong Kong is seeking an Assistant Front Office Manager to oversee guest room operations and ensure a smooth, personalized experience aligned with Shangri-La’s service standards.

The role requires at least 6 years in hotel Front Office, including 4 years in a supervisory capacity, with strong knowledge of OPERA and MS Office. Excellent English, Cantonese, and Putonghua are essential.

Qualifications

• At least 6 years of relevant experience in Front Office of sizable hotels.
• 4 years in a supervisory role in Front Office.
• Solid knowledge of OPERA System and Microsoft Office application.

Responsibilities

• Ensure efficient guest check-ins and check-outs at the Front Desk.
• Monitor occupancy levels and maintain guest history and preferences.
• Handle and resolve guest complaints per hotel standards.
• Plan staff rosters to align with events and peak periods; ensure coverage for quality service.
• Review guest feedback and implement initiatives to enhance service levels.
• Review key operational reports (Rate Variance, High Balance, No-Show, Night Audit) for accuracy.
• Uphold Front Office standards and participate in special projects as assigned.

Skills

Leadership

Problem-solving

Interpersonal skills

Organizational skills

Education

Diploma or equivalent

Tools

OPERA System

Microsoft Office

Job description

Island Shangri-La, Hong Kong is seeking an Assistant Front Office Manager to oversee guest room operations and ensure a smooth, personalized experience aligned with Shangri-La’s service standards.

The role requires at least 6 years in hotel Front Office, including 4 years in a supervisory capacity, with strong knowledge of OPERA and MS Office. Excellent English, Cantonese, and Putonghua are essential.