Front Office Operations Manager

Portier Development Company Limited; Hong Kong; On-site; HKD 700,000 - 950,000; Full time

Job summary

Portier Hotels in Hong Kong's Central is opening Arc House Hong Kong, a 24-room boutique property blending culture, design and community. We are seeking a Front Office Operations Manager to lead guest services and front desk operations, delivering exceptional experiences while guiding a pre-opening team.

You will oversee daily operations with housekeeping, F&B and partners, drive occupancy and ADR strategies, manage OTA relationships, and ensure brand standards, safety and revenue controls are

Qualifications

• Strong leadership and team-building abilities.
• Excellent guest service orientation with a luxury mindset.
• Experience in revenue management and budgeting.
• Proven communication and problem-solving skills.

Responsibilities

• Lead Front Office operations and guest service standards.
• Oversee pre-opening preparations and team onboarding.
• Manage OTA relationships and channel management.
• Monitor guest feedback and reputation; ensure brand compliance.

Skills

Leadership

Guest service

Revenue management

Budgeting

Communication

Problem solving

Tools

Cloudbeds

Xero

PMS

Duetto OTA

Job description

Portier Hotels are hiring for a Front Office Operations Manager of the most exciting boutique hotel opening in Hong Kong, located in the heart of Central as a part of a collection of architecturally distinctive boutique hotels that blend local culture, design, food, and community. The Arc House Hong Kong will offer 24 thoughtfully designed rooms and a vibrant food and beverage experience, including a ground floor restaurant, bar, and rooftop venue. It is a place for curious travellers, creative thinkers and modern explorers seeking authentic connections and memorable experiences.

The Front Office Operations Manager of the Hotel will oversee operations, deliver exceptional guest and team member experiences, and meet operational targets and objectives.

What will you be doing

As the Front Office Operations Manager of the hotel, you are responsible for performing the following tasks:

Driving the pre-opening of the hotel, you will help establish service standards, build a high‑performing team, and contribute to the successful launch and ongoing operation of the hotel. This is an exciting hands‑on leadership role within a 24‑room boutique hotel.

Guest Experience & Front Office Operations

· Lead all Front Office operations and ensure exceptional guest service standards.

· Manage guest feedback, service recovery and guest escalations.

· Monitor guest satisfaction scores and online reputation platforms.

· Ensure compliance with brand standards, policies and operating procedures.

Operational Leadership

Oversee daily hotel operations in partnership with the external housekeeping team, Food & Beverage team and other internal or external service partners.

Manage room inventory, occupancy planning and operational readiness.

Lead daily briefings and coordinate interdepartmental communication.

Respond effectively to operational incidents and emergency situations.

Support the General Manager in maintaining compliance with applicable Hong Kong laws, company policies and hotel requirements, including employment practices, privacy, health and safety, fire and security procedures.

Revenue & Commercial Performance

Support strategies to maximize occupancy, ADR and RevPAR.

Monitor market conditions, booking pace and competitor activity.

Manage OTA relationships, distribution channels and inventory controls.

Drive upselling, cross-selling and direct booking initiatives.

Support approved pricing, promotional and revenue‑management initiatives in collaboration with the Director of Operations and Founders to achieve revenue objectives.

Marketing & Brand Collaboration

Support promotions, partnerships and community engagement initiatives.

Assist in managing online reputation and review platform performance.

Provide guest insights and market feedback to support business growth.

Monitor revenue performance, departmental expenses and productivity.

Ensure compliance with cash handling, billing and financial procedures.

Support budgeting, forecasting and cost‑control initiatives.

Leadership & People Development

Recruit, onboard, train and develop Front Office team members.

Conduct performance reviews, coaching and development discussions.

Manage scheduling, manpower planning and team engagement.

Promote a culture of accountability, professionalism and hospitality excellence.

Systems & Technology

· Ensure effective use of Cloudbeds PMS and associated hotel systems, including OTA extranets, channel management tools, guest communication platforms, and operational reporting systems.

· Maintain accurate guest records, reporting data, and operational information.

Pre-Opening Responsibilities

Support recruitment, onboarding and training of the opening team.

Assist in developing SOPs, service standards and operational procedures.

Participate in systems testing, readiness activities and hotel launch preparations.

What are we looking for

A Front Office Operations Manager with The Arc House Brand is always working on behalf of our Guests and collaborating with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Strong leadership skills, capable of driving & motivating a diverse team.

Self-starter with initiative and entrepreneurial

English & local language fluency preferred, Mandarin proficiency also favourably looked upon

Strong commercial and financial acumen, including revenue management and the ability to manage budgets and profitability.

Guest-focused mindset with luxury service orientation.

Strong problem‑solving and decision‑making skills.

Excellent communication & interpersonal abilities.

Strong Knowledge of Hotel systems; preferably Cloudbeds, Xero, PMS, Duetto OTA’S Platforms, systems, etc.

Previous experience as Front Office Manager, Assistant Front Office Manager, Duty Manager, Rooms Division Manager, or in a similar hotel leadership role.

Previous experience operating in the Hong Kong environment is favourably looked upon