Guest Experience Duty Manager

IHG Hotels & Resorts; Hong Kong; On-site; HKD 240,000 - 320,000; Full time

Job summary

IHG Hotels & Resorts in Hong Kong is seeking a Front Office Guest Services Supervisor to represent management in handling guest enquiries and support daily operations at the reception.

You will assist the Assistant Front Office Manager, cover Front Desk breaks during peak periods, coordinate with Security on safety issues, review daily occupancy and revenue reports, and ensure accurate shift handovers for smooth service delivery.

Responsibilities

• Represent management in handling all guest enquiries
• Handle emergency incidents in accordance with hotel policies and procedures
• Monitor guest satisfaction metrics (e.g., online reviews) and identify opportunities for improvement
• Assist the Assistant Front Office Manager in managing the daily operations of the front office, ensuring the smooth operation of the reception counter
• Assist in operational areas as needed, including covering Front Desk breaks, bell service, or other roles during peak periods
• Coordinate with Security regarding any suspicious activity, criminal acts, or safety hazards
• Complete and review daily reports, including occupancy, revenue, and incident logs
• Ensure accurate completion of shift handover documentation

Job description

IHG Hotels & Resorts in Hong Kong is seeking a Front Office Guest Services Supervisor to represent management in handling guest enquiries and support daily operations at the reception.

You will assist the Assistant Front Office Manager, cover Front Desk breaks during peak periods, coordinate with Security on safety issues, review daily occupancy and revenue reports, and ensure accurate shift handovers for smooth service delivery.