Front Office Executive (Valley Wing)

We are looking for aService LeaderforFront Office (Valley Wing), to join our team!

The Service Leader is responsible for delivering exceptional guest experiences by ensuring smooth operations across the Front Desk and Guest Relations areas, in alignment with Shangri-La's service standards, corporate programs, and local initiatives.

Key Responsibilities:

General/Technical Knowledge

• Understands operational systems of Front Desk, Rooms Controlling, and Guest Relations.
• Familiar with Shangri-La's standard operating policies and procedures.
• Knowledge of corporate Rooms programs and local initiatives.

People Management

• Supervises Front Desk operations to maximize guest satisfaction.
• Conducts training and daily shift briefings for Front Office team.
• Coordinates with Front Office Trainer for task and refresher training.

Customer Loyalty

• Ensures guest preferences are recorded and acted upon.
• Drives customer delight through professional guest interactions.
• Responds to guest feedback and ensures appropriate follow-up.

Operational Processes

• Manages check-ins, check-outs, and cashiering functions efficiently.
• Coordinates room assignments and group handling with relevant departments.
• Maintains lobby standards and manages office supplies.

Safety & Security

• Adheres to health, safety, and security procedures.
• Maintains confidentiality of guest information.
• Follows key control policies to ensure guest safety.

Environmental Responsibility

• Supports environmental initiatives in the workplace.
• Participates in community activities and programmes.

Corporate Social Responsibility

• Engages in departmental CSR programmes with the local community.

Key Requirements:

• Minimum 2 years working experience in hospitality/service-related industries in front office functions
• Pleasant disposition with service mindset
• To communicate with guests from diverse backgrounds for front office duties, fluency in English is essential. Other language skills, particularly Arabic/Mandarin, are also highly valued (e.g. translation for foreign language speaking calls/guests) and may enhance consideration for the role.