Duty Manager

Shangri-La Group; Hong Kong; On-site; HKD 290,000 - 424,000; Full time

Benefits offered by this job

Career development

Structured learning paths

Competitive benefits

Inclusive team culture

Job summary

Shangri-La Group in Hong Kong seeks a Duty Manager to lead guest room operations and ensure personalized service aligned with our standards.

You will oversee front desk processes, staffing rosters, and guest feedback, driving excellence in hospitality. The ideal candidate has 5+ years in Front Office, including 3 years in supervision, with OPERA and MS Office proficiency, and fluent English, Cantonese, and Putonghua.

Qualifications

• 5+ years in Front Office of sizeable hotels, with at least 3 years in a supervisory role.
• Strong leadership, problem-solving and interpersonal abilities.
• Proficient in OPERA and Microsoft Office applications.

Responsibilities

• Manage guest check-ins and check-outs with a focus on seamless, personalized service.
• Monitor occupancy and guest history to tailor experiences.
• Resolve guest complaints in line with hotel standards.
• Plan rosters to cover events and peak periods with adequate team coverage.
• Uphold Front Office standards and assist with management-initiated projects.

Skills

Leadership

Problem solving

Interpersonal skills

Organizational skills

Front Office knowledge

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 a Duty 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.
• 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 5 years of relevant experience in Front Office of sizable Hotels, including 3 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, 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.