Front Office Duty Manager

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■ Description

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They are seeking a Front Office Duty Manager. This role provides leadership and operational oversight to the Front Office team, ensuring exceptional guest service and adherence to Shangri-La’s service standards.

EA License Number: 22C1267

EA Personnel: R22110252

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■ Responsibilities and Duties

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General Operations

• Maintain complete knowledge of Front Office, Guest Service/Switchboard, and related operational systems.
• Review room availability, guest arrivals/departures, staff schedules, logs, and reports.
• Verify Night Audit, financial postings, and operational readiness across all service areas.
• Oversee lobby/public area inspections, driveway management, and upselling initiatives.

People Leadership

• Manage staffing, scheduling, and productivity to meet guest needs and occupancy forecasts.
• Identify training needs, support Front Office Trainer, and conduct performance reviews.
• Foster a motivated, respectful, and high-performing work environment.
• Lead by example with visible, hands-on leadership.

Guest Experience

• Ensure guest satisfaction by fulfilling preferences and addressing feedback.
• Drive service excellence, customer delight, and proactive issue resolution.
• Handle guest complaints, document in feedback platforms, and follow up effectively.

Operational Compliance

• Authorise rebates/paid-outs within delegated limits, ensure accurate reporting.
• Oversee recruitment, roster planning, training, and disciplinary matters.
• Ensure compliance with Shangri-La policies, safety standards, and corporate initiatives.
• Lead emergency responses, coordinate with ERT and CMT, and ensure safety protocols.

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■ Qualifications and Requirements

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• Pleasant personality with a strong passion for hospitality.
• Minimum 2 years of supervisory experience in hotel front office operations.
• Fluent in spoken and written English; proficiency in an additional language (Mandarin, Arabic, etc.) is an advantage.
• Strong leadership, communication, and problem-solving skills.