Front Office Operations & Guest Experience Lead

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

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.