Guest Experience Front Office Leader

Shangri-La Group; Hong Kong; On-site; HKD 420,000 - 700,000; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Stay/travel perks

Job summary

Shangri-La Group is seeking an experienced Front Office Manager in Hong Kong to lead front desk teams and ensure seamless guest experiences. You will oversee check-ins/check-outs, guest profiles, and service quality in line with brand standards.

The role requires strong leadership, multilingual communication (English, Cantonese, Putonghua), and proficiency in OPERA and Microsoft Office. Excellent career development opportunities and hotel-specific training are provided.

Qualifications

• 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.

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.

Skills

Leadership

Problem-solving

Interpersonal skills

Organizational skills

Tools

OPERA System

Microsoft Office

Job description

Shangri-La Group is seeking an experienced Front Office Manager in Hong Kong to lead front desk teams and ensure seamless guest experiences. You will oversee check-ins/check-outs, guest profiles, and service quality in line with brand standards.

The role requires strong leadership, multilingual communication (English, Cantonese, Putonghua), and proficiency in OPERA and Microsoft Office. Excellent career development opportunities and hotel-specific training are provided.