Front Office Manager

Embark on a journey with us to craft the zenith of opulent hospitality at the iconic Shangri-La Hangzhou East Wing project. Here, your position transcends the conventional boundaries of a mere job—it’s an invitation to embody the essence of an extraordinary host, one who will forge indelible experiences within the tapestry of luxurious service standards.

Position Summary:

• Monitor and spot check quality of work.
• Develop and implement the guest recognition program.
• Develop strategies with the help of the Front Office Service Manager to strengthen guest recognition.
• Walk the talk and be a role model in delighting customers.
• Recognize team members for outstanding delivery of customer service.
• Be visible and accessible to guests and follow through with all requests.
• Effective utilization of guest profiles and consistent delivery of guest preferences.
• Maintain strong relationship and goodwill with regular guests.
• Practice and promote effective and timely recovery of guest complaint situations.
• Always meet and exceed customer expectations.
• Ensure that all amenities are delivered consistently and standards are maintained and delivered.
• Conduct quality checks on a regular basis.
• Full knowledge of packages and promotions available to guests.
• Assist Commercial Development in developing customer loyalty promotions.
• Communicate and develop a high level of competency and knowledge in marketing programs amongst team members.
• Generate new revenue producing sources.
• Actively interview and recruit individuals throughout the year.
• Hire candidates based on attitude and enthusiasm rather than on technical competencies.
• Implement and manage structured training programs for the department.
• Assist and support the Divisional Training Coordinator in his / her duties.
• Identify and implement training based on departmental needs.

Job requirements:

• At least 2 years of international level work experience in the same position
• Familiar with computer system.
• Fluent in verbal and written English.
• Good communication, organization and coordination skills.
• Motivated team builder with a strong sense of responsibility and self-motivation.
• Able to work under great physical and mental pressures.
• Able to maintain excellent relations with team members.
• Able to work flexible hours.

Don’t miss this chance to imprint your mark on the unfolding legacy of excellence. Apply now and seize the unique opportunity to join the pioneering team creating history at Shangri-La Hangzhou East Wing Project. Be the catalyst for unparalleled experiences and redefine the art of hospitality in the making.