Assistant Front Office Manager

About Us

Find Your Shangri-La in Shangri-La.

Headquartered in Hong Kong SAR, Shangri-La Group has grown from a single hotel business to a diverse and integrated global portfolio comprising quality real estate and investment properties, wellness and lifestyle facilities. Today, the Group owns, operates and manages 100+ hotels under our family of five brands: Shangri-La Hotels & Resorts, Shangri-La Signatures, Kerry Hotels, JEN by Shangri-La, and Traders.

An Elegant Sanctuary, soaring above the Urban Skyline: Rising to a commanding 56 floors, Island Shangri-La, Hong Kong provides a peaceful escape in the very heart of Hong Kong. Sweeping views of the iconic skyline, the Peak or Victoria Harbour are a constant source of inspiration in the 544 rooms and suites, each brimming with graceful Asian-inspired décor.

Luxury 5-Star Hotel in Hong Kong | Island Shangri-La

About the Role

As an Assistant Front Office Manager, you will be managing the key aspects of guest room operations to ensure a smooth and personalized experience aligned with Shangri-La’s service standards.

Key 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.
• 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.

About You

• At least 6 years of relevant experience in Front Office of sizable Hotels, including 4 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.