Front Office Lead – Guest Experience & Revenue Growth

Hyatt Centric Victoria Harbour Hong Kong; Hong Kong; On-site; HKD 335,000 - 391,000; Full time

Job summary

Hyatt Centric Victoria Harbour Hong Kong is seeking an experienced Front Office leader to oversee guest registration, check-out, and mail services with a focus on service excellence. The role emphasizes up-selling to maximize occupancy and revenue while maintaining brand standards.

The ideal candidate will have 5+ years in Front Office, with 3+ years in supervision, strong English and Putonghua, and solid training and communication skills, in a luxury-hospitality environment.

Qualifications

• Minimum 5 years of Front Office experience with at least 3 years in a supervisory role.
• Familiar with Opera System.
• Excellent command of spoken English and Putonghua.
• Good training and communications skills.

Responsibilities

• Ensure guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel’s policy and procedures
• Maximize occupancy, revenue, and average rate while maintaining high service standards via the up-selling programs within the department
• Effectively handle all guest complaints and implements long term solutions where possible. Follow up any outstanding issues and make sure service recovery is provided
• Review guest feedback from different platforms. Drive outstanding result from TripAdvisor by reviewing current service standard and implement new initiative when necessary
• Initiates the implementation of new Front Office Standards & Procedures in keeping with brand direction
• Conduct development and performance reviews, identifying key personnel for further development and structured career path
• Perform adhoc job tasks assigned by the hotel management

Skills

Front Office experience

English

Putonghua

Training skills

Communication skills

Education

Diploma or equivalent

Tools

Opera System

Job description

Hyatt Centric Victoria Harbour Hong Kong is seeking an experienced Front Office leader to oversee guest registration, check-out, and mail services with a focus on service excellence. The role emphasizes up-selling to maximize occupancy and revenue while maintaining brand standards.

The ideal candidate will have 5+ years in Front Office, with 3+ years in supervision, strong English and Putonghua, and solid training and communication skills, in a luxury-hospitality environment.