Duty Manager / Night Manager
Shangri-La Hotels & Resorts
- Hong Kong
- Permanent
- Full-time
- 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
- Minimum 5 years of Front Office experience with at least 3 years supervisory experience, preferably gained with a sizeable luxury hotel or related service industry
- 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