Duty Manager

Shangri-La Group - Hong Kong Region

Renowned for its distinctive Asian hospitality, the luxury hotel group operates five Shangri-La properties in Hong Kong, where the company is also headquartered, including KowloonShangri-La, IslandShangri-La, Kerry Hotel Hong Kong, JENHong Kong by Shangri-La, and The Aberdeen Marina Club, offering guests an array of options across the different brands to suit every guest’s needs.

As an employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues to best-in-class leadership development programmes, employee potentials will be identified and nurtured throughout their career with the Group.

We are looking for a Duty Manager based at JEN Hong Kong by Shangri-La!

As a Duty Manager, we rely on you to:

• Ensure that the guest check-in / check-out, and Front Desk Operations are handled efficiently with providing the best of care and services to hotel guests
• Closely monitor the occupancy and maintain the guest history and preference up-to-date
• Handle and resolve guest complaints in compliance with the hotel service standards
• Direct and schedule staff roster in accordance with events, festive days and periods to ensure adequate staff is on duty to provide efficient and quality service
• Review guest feedback from different platforms and drive outstanding results from TripAdvisor by taking initiative to uplift service level when necessary
• Maintain Front Office Standards & Procedures in keeping with brand direction
• Perform any other duties and special projects as assigned by supervisors

We are looking for someone who has:

• Minimum 5 years of Front Office experience with at least 3 years supervisory experience
• Possess energy and take great pride in serving customers
• Familiar with Opera System, Microsoft Office applications
• Strong problem-solving skills and able to work under pressure and independent
• Good leadership skills and communications skills
• Ability to communicate and interact in English, Cantonese and Mandarin with guests, colleagues and management in a professional manner