Guest Experience Lead - Front Office Operations

Shangri-La Group; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Stay/travel perks

Job summary

Kowloon Shangri-La, Hong Kong, seeks an experienced Front Office Director to lead guest services at our iconic hotel on Mody Road. You will drive service excellence, supervise front desk operations, and ensure seamless check-ins/outs during peak periods.

The role requires strong leadership, fluent English, Cantonese and Putonghua, and a track record in large hotel environments. You will collaborate with Revenue and Housekeeping to uphold brand standards and deliver memorable experiences.

Qualifications

• Minimum 6 years of relevant Front Office experience in sizable hotels; 4 years in a supervisory role.
• 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, 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.
• Review key operational reports (Rate Variance, High Balance, No-Show, Night Audit) and ensure accuracy.
• Uphold Front Office standards and procedures in line with brand guidelines, and perform other duties or special projects as assigned by Management.

Skills

Front Office leadership

Guest services

Operations management

Communication skills

Tools

OPERA System

Microsoft Office

Job description

Kowloon Shangri-La, Hong Kong, seeks an experienced Front Office Director to lead guest services at our iconic hotel on Mody Road. You will drive service excellence, supervise front desk operations, and ensure seamless check-ins/outs during peak periods.

The role requires strong leadership, fluent English, Cantonese and Putonghua, and a track record in large hotel environments. You will collaborate with Revenue and Housekeeping to uphold brand standards and deliver memorable experiences.