Front Office Manager - Dorsett Kai Tak (Pre-opening)

Dorsett Hospitality International is one of Asia’s fastest-growing hotel groups. As a Hong Kong hospitality brand, we are proud to have an international footprint in 23 major cities worldwide with a total of 53 properties with our strategic partners TWH and AGORA Hospitality Group, including Dorsett Hospitality International’s 4 core brands: Dorsett Hotels, Dao by Dorsett, d.Collection, and Silka, each with their own distinct identity and offerings to cater to diverse travel needs. Since the group’s establishment in Hong Kong in January 2007, we have expanded with hotels across China, Malaysia, Singapore, Japan, Australia, the United Kingdom, and Continental Europe; more properties are planned in the development pipeline.

Job Responsibilities:

• Supervise and manage the daily operations of the front desk, including check-in, check-out, guest registration, and room assignments
• Ensure efficient handling of guest inquiries, requests, and complaints to provide exceptional customer service and resolve issues promptly
• Monitor front desk procedures to maintain accuracy and consistency in guest interactions and administrative tasks
• Recruit, train, and supervise front desk staff, including front desk agents, guest services representatives, and night auditors
• Provide ongoing coaching, feedback, and performance evaluations to ensure staff members are equipped with the necessary skills and knowledge to excel in their roles
• Foster a positive and collaborative work environment, promoting teamwork, professionalism, and a guest-centric approach among front office staff
• Implement upselling strategies to maximize revenue per guest through room upgrades, add on services, and ancillary sales opportunities
• Monitor room availability, rates, and inventory to optimize occupancy levels and revenue generation
• Coordinate with the reservations and revenue management teams to ensure accurate forecasting and pricing strategies
• Ensure a seamless and personalized guest experience from arrival to departure by maintaining high service standards and anticipating guest needs
• Handle guest inquiries, requests, and complaints with professionalism and empathy, striving to exceed guest expectations and resolve issues to their satisfaction
• Monitor guest feedback and online reviews to identify trends, areas for improvement, and opportunities to enhance guest satisfaction
• Oversee front office administrative tasks, including cash handling, billing, invoicing, and record-keeping, to ensure accuracy and compliance with hotel policies and procedures
• Prepare and analyze front office reports, such as occupancy reports, revenue summaries, and guest satisfaction scores, to track performance metrics and identify areas for improvement
• Collaborate with other departments, such as housekeeping, maintenance, and reservations, to ensure seamless coordination and communication across all areas of hotel operations

Job Requirements:

• Bachelor's degree in Hospitality Management, Business Administration, or related field. Relevant work experience may be considered in lieu of formal education
• Proven experience in front office management or related roles within the hospitality industry, demonstrating leadership, customer service, and organizational skills
• Strong knowledge of front desk procedures, hotel operations, and guest service best practices
• Excellent communication, interpersonal, and problem-solving skills, with the ability to handle challenging situations with tact and diplomacy
• Proficiency in property management systems (PMS), reservation software, and other relevant technology platforms used in hotel operations
• Attention to detail and a commitment to maintaining high standards of cleanliness, efficiency, and professionalism in front office operations
• Ability to multitask, prioritize, and delegate tasks effectively in a fast-paced environment
• Flexibility to work non-traditional hours, including weekends and holidays, as needed to oversee front office operations and support staff members

We offer attractive compensation package to the right candidate. Interested parties please apply with full resume, present and expected salary to Human Resources Department by email to [email redacted, apply via Company website]

For more information, please visit our career portal

We are an equal opportunity employer and welcome applications from all qualified candidates. All personal data collected is for recruitment purpose only. Applicants not hearing from us within six weeks from the date of advertisement may consider their applications unsuccessful.