Manager On Duty

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

Job Description 職位描述

• Represent management in handling all guest enquiries 代表管理層處理一切賓客查詢
• Handle emergency incidents in accordance with hotel policies and procedures 依據酒店政策及程序處理緊急事件
• Monitor guest satisfaction metrics (e.g., online reviews) and identify opportunities for improvement 監察賓客滿意度指標（如網上評價），並識別改善機會
• Assist the Assistant Front Office Manager in managing the daily operations of the front office, ensuring the smooth operation of the reception counter 協助前台助理經理管理前台日常運作，確保接待櫃檯運作順暢
• Assist in operational areas as needed, including covering Front Desk breaks, bell service, or other roles during peak periods 按營運需要提供協助，包括於高峰時段替補前台休息、行李服務或其他崗位
• Coordinate with Security regarding any suspicious activity, criminal acts, or safety hazards 就任何可疑活動、犯罪行為或安全隱患與保安部協調
• Complete and review daily reports, including occupancy, revenue, and incident logs 完成並審閱每日報告，包括入住率、收入及事故記錄
• Ensure accurate completion of shift handover documentation 確保班次交接文件準確完成