Front Office Manager

About the role

Our Tsim Sha Tsui property runs 620 rooms at an annual occupancy in the high eighties, with a guest mix that swings from mainland leisure at the weekend to corporate and conference traffic midweek. The front office is where all of that either works or visibly does not.

You will lead a department of 34 — reception, concierge, bell services, club lounge and the night team — reporting to the Director of Rooms. The immediate priority is the autumn arrivals season, when three convention weeks land on top of a golden-week tail and we routinely check in 400 guests before 4pm.

We are also midway through a mobile check-in rollout that has not landed as smoothly as head office hoped. Part of this job is making the technology serve the desk rather than the other way round, and telling us honestly when it does not.

What you'll do

• Lead a 34-person front office team across four shifts, including the overnight audit
• Own guest satisfaction scores for arrival, departure and problem resolution, and act on the verbatims not just the averages
• Manage room inventory day to day with revenue management — overbooking positions, upgrades, and walk procedures when it goes wrong
• Drive upsell and club-lounge conversion at the desk, with monthly targets by shift
• Handle VIP arrivals, long-stay guests and escalated complaints personally, and follow through in writing
• Own the front office roster, labour cost and training plan, including the mobile check-in transition
• Duty-manage the hotel on a rotation, including some overnight and public holiday cover

What we're looking for

• 7+ years in hotel front office with at least 3 as Assistant Front Office Manager or above in a 400+ room property
• Fluent Cantonese, English and Mandarin — all three are used at the desk every hour
• Deep working knowledge of a major PMS (Opera or equivalent) including night audit and rate integrity
• Demonstrated ability to run a large shift team, including rostering to a labour budget
• Bachelor's degree in hospitality management or equivalent operational experience

Nice to have

• Pre-opening or system-migration experience
• Japanese or Korean language for our regional leisure segments
• Background in club lounge or loyalty programme operations

What you get

• Duty meals, uniform and laundry provided
• 13th month plus service-related incentive
• Discounted room nights across all group properties for you and family
• Medical, dental and life cover from day one
• Structured route to Director of Rooms — two of our last three were promoted internally