Front Office Manager

JEN Hangzhou By Shangri-LaCompany IntroductionNestled in the Gongshu District, JEN Hangzhou By Shangri-La is a distinctive landmark that seamlessly blends historical charm with contemporary design, having been thoughtfully renovated from 9 industrial heritage buildings. Currently in its pre-opening phase, the hotel is set to open soon. Boasting an exceptional location, it offers immediate access to Subway Line 5 and is just a 15-minute drive from Hangzhou East Railway Station. Renowned attractions such as West Lake and Xixi Wetland Park are also within a convenient 30-minute drive, ensuring effortless exploration of the city's highlights. As a key component of a large-scale mixed-use development, the hotel is surrounded by a vibrant mix of retail, office, and residential spaces, offering guests a diverse and enriching urban experience.We are looking for a Front Office Manager with following duties and requirements:As a Front Office Manager, we rely on you to:1、Oversee daily operations of the front office, including check-in, check-out, concierge, and information services, ensuring efficient and consistent service delivery.2、Manage and lead the front office team, including scheduling shifts, conducting performance evaluations, and motivating staff to meet service standards.3、Resolve complex guest complaints or special requests promptly, maintaining high guest satisfaction and handling escalations as needed.4、Coordinate with other departments (e.g., housekeeping, F&B, engineering) to ensure seamless guest experiences, especially during peak periods.5、Monitor front office financial operations, including cash handling, billing accuracy, and adherence to revenue management policies.6、Develop and implement front office service procedures, conducting regular training to enhance team skills (e.g., communication, problem-solving).7、Analyze front office performance data (e.g., occupancy rates, guest feedback) and report to senior management, proposing improvements.8、Ensure compliance with hotel policies, safety regulations, and local laws (e.g., registration requirements, data privacy)We Are Looking Someone Who1、Bachelor’s degree or above, with major in Hospitality Management, Tourism, or related fields preferred.2、At least 5 years of front office experience in international chain hotels, with 2+ years in a supervisory or managerial role.3、Fluent in English; proficiency in a second foreign language is a plus.4、Proficient in hotel PMS systems (e.g., Opera) and Microsoft Office.5、Strong leadership and team management skills, with the ability to coach staff and drive performance.6、Excellent communication and interpersonal skills, able to interact effectively with guests, staff, and stakeholders.7、Strong problem-solving abilities and stress tolerance, able to handle high-pressure situations and emergencies calmly.8、In-depth knowledge of front office operations, hotel service standards, and local hospitality industry regulations.If you are the right person, what are you waiting for? Click the apply button now!By applying to this position, you have read, understood and agreed to our Data Protection Policy.(if the hyper link does not navigate you to the policy, please copy this URL and view in webbrowser:https://www.shangri-la.com/group/careers/data-protection)