Assistant Front Office Manager

Job Highlights • Career Development Opportunities • Duty Meals and Flexible benefits • Complimentary Room Nights • Discounted Room and Dining Rates Primary Role Support the Front Office Manager in leading and managing all aspects of Front Office operations to deliver Shangri-La's distinctive hospitality experience. Ensure exceptional guest engagement, operational excellence and service consistency across all guest touchpoints while fostering a high-performing, guest-centric team culture. The Assistant Front Office Manager is responsible for upholding Shangri-La's service philosophy, driving guest satisfaction, colleague development and operational efficiency, while contributing to the achievement of departmental and hotel objectives. Key Responsibilities • Assist the Front Office Manager in overseeing the day-to-day operations of the Front Office, ensuring seamless service delivery and adherence to Shangri-La brand standards. • Lead by example in creating memorable and personalized guest experiences, demonstrating genuine care, warmth and hospitality in every guest interaction. • Ensure a smooth and efficient arrival, stay and departure experience for all guests, with particular attention to VIPs, long-stay guests, repeat guests and guests with special requirements. • Monitor the entire guest journey and proactively identify opportunities to exceed guest expectations and enhance guest loyalty. • Drive Medallia performance and guest satisfaction results through active review of guest feedback, trend analysis, service recovery initiatives and continuous improvement actions. • Respond to guest concerns, complaints and service challenges promptly and professionally, ensuring effective resolution and guest delight. • Ensure guest preferences, profiles and special requests are accurately maintained and communicated to relevant departments to facilitate personalized service. • Maintain, implement and reinforce Shangri-La service standards, policies, procedures and operational guidelines. • Supervise, coach, mentor and develop Front Office colleagues through regular feedback, training and performance support to enhance engagement and service excellence. • Conduct daily briefings, shift handovers and operational reviews to ensure effective communication and alignment across the team. • Promote a culture of continuous improvement by leveraging guest insights, operational data and colleague feedback to enhance service quality and efficiency. • Support revenue optimisation initiatives through effective upselling, cross-selling and promotion of the Shangri-La Circle loyalty programme. • Ensure the accuracy and integrity of Front Office operations, including room allocation, cashiering, billing, guest accounts and system administration. • Collaborate closely with Housekeeping, Reservations, Concierge, Security, Engineering, Food & Beverage and other departments to deliver a seamless guest experience. • Assist in workforce planning, scheduling, productivity management and cost control initiatives while maintaining service excellence. • Support compliance with hotel policies, health and safety requirements, security procedures and regulatory standards. • Champion the hotel's Environmental, Social and Governance (ESG) commitments and sustainability initiatives within Front Office operations. • Act as the department leader in the absence of the Front Office Manager, ensuring business continuity and operational effectiveness. • Participate in hotel projects, task forces and cross-functional initiatives as assigned. • Perform any other duties as assigned by Management. Requirements • Diploma or Degree in Hospitality Management, Hotel Management, Business Administration or a related discipline. • Minimum 3–5 years of Front Office experience in an international luxury hotel environment, including supervisory or leadership responsibilities. • Demonstrated passion for hospitality and commitment to delivering exceptional guest experiences in line with Shangri-La's service philosophy. • Strong guest relations, service recovery and problem-solving skills, with the ability to anticipate guest needs and exceed expectations. • Proven leadership capabilities with the ability to coach, mentor, develop and inspire a diverse team of colleagues. • Sound knowledge of Front Office operations, hotel property management systems (PMS), cashiering procedures and guest engagement platforms such as Medallia. • Strong interpersonal, communication and presentation skills with the ability to build positive relationships with guests, colleagues and stakeholders. • Commercially minded with a good understanding of revenue enhancement, upselling strategies, productivity management and cost control. • Ability to analyse guest feedback and operational data to drive continuous improvement and service excellence. • Strong organisational and decision-making skills, with the ability to remain calm, professional and guest-focused in a dynamic environment. • High level of integrity, professionalism and attention to detail. • Familiarity with Shangri-La Circle loyalty programmes and luxury hospitality service standards is an advantage. • Committed to fostering an inclusive, collaborative and high-performance work culture. • Flexible to work rotating shifts, weekends and public holidays according to operational requirements. • Proficient in written and spoken English; additional language capabilities will be an advantage.