Assistant Front Desk Manager

Job Overview

The Assistant Front Desk Manager assists in the daily management of front desk operations, ensuring all guest check-in/check-out, billing, and front desk services are provided efficiently and courteously. The role supports the Front Desk Manager in leading the team, maintaining high guest satisfaction, training new associates, and ensuring compliance with hotel policies and service standards.

Responsibilities

1. Support daily front desk operations to ensure smooth check-in, check-out, registration, and billing processes.
2. Act as a role model and assist in coaching, motivating, and supervising front desk team members to deliver exceptional customer service.
3. Assist in handling guest requests, VIP arrangements, and resolving complaints in a timely and professional manner.
4. Ensure proper utilization of the Property Management System (PMS) and other front office technologies.
5. Assist with staff scheduling, shift roster planning, and daily manpower allocation to match business needs.
6. Maintain departmental Standard Operating Procedures (SOPs) and ensure adherence to hotel policies and procedures.
7. Conduct team briefings and facilitate communication of key information, updates, and operational priorities within the team.
8. Coordinate with other hotel departments, including Housekeeping and Engineering, to ensure room readiness and guest satisfaction.
9. Oversee cashiering procedures and night audit operations to ensure financial accuracy and compliance.
10. Support onboarding and training of new front desk associates and facilitate ongoing team development.
11. Ensure thorough and accurate recordkeeping of guest interactions, room assignments, and daily reports.
12. Assist in promoting room and hotel service upselling initiatives, collaborating with Revenue and Sales teams as needed.
13. Stand in for the Front Desk Manager as shift-in-charge during their absence, making decisions as required and handling escalated issues.
14. Any other duties or projects as assigned by the superior(s).

Requirements

1. Diploma or Uuniversity holder in Hotel Management. 
2. Over 7 years of relevant experience in medium to large scale of hotel operations with at least 3 years at management level.
3. Proficient in Property Management Systems and familiar with front office procedures. 
4. Demonstrates strong organizational, communication, and time management abilities. 
5. Capable of handling guest complaints and service recovery effectively. 
6. Fluent in spoken and written English, Cantonese, and Mandarin.
7. Strong interpersonal and people management skills.
8. Aligned with the core values of Nina Hospitality – Generous, Heartfelt, Vibrant, Authentic and Innovative.
9. Detail-oriented, proactive, and able to motivate others.
10. Service-driven, responsible, and positive in attitude. 
11. Calm and decisive under pressure, capable of handling high guest volume and     emergencies.
12. Trustworthy, reliable, and able to work independently.
13. Flexible, adaptable, and willing to work shifts, weekends, and holidays as required.
14. Mature, presentable, and possesses strong problem-solving abilities.

Personal Data Privacy

This Personal Information Collection Statement applies to the collection, use and handling of personal data by the employing company within Chinachem Group (the “Company”) pursuant to the Personal Data (Privacy) Ordinance (Cap. 486). “Chinachem Group” refers to Chinachem Group Holdings Limited and its holding companies, subsidiaries, affiliates and associated companies. The types of personal data the Company collects from you may include (1) your personal particulars (e.g. your name); (2) your contact information (e.g. telephone number or email address); and (3) your employment information (collectively “Personal Data”). The Personal Data you provide will be treated with utmost confidentiality and used for recruitment related purposes including the assessment of your suitability to assume the job duties of the position you have applied and to determine remuneration offer. While the provision of full and complete information is necessary for our selection process, sharing your personal details is a voluntary decision. Failure to provide any of the requested data may impact the processing and outcome of your application. All Personal Data provided by you will be retained for a maximum of 24 months and then subsequently erased. Where there are suitable vacancies in the Company’s subsidiaries or associate companies during that period, we may transfer your application to them for consideration of employment, but only with your prior consent. Save and except your current or former employers, academic institutions and service providers engaged by the Company for reference checking purpose, your Personal Data will not be disclosed to any third parties for other unrelated purposes without your prior consent. Applicants have the right to request access to and correction of their Personal Data in relation to their application. If you wish to exercise this right, please submit your request in writing to the Human Resources Department of the Company by emailing to hr@ninahotelgroup.com with the subject line 'Personal Data Access Request'. You may also submit your request directly to the Human Resources Department of the Company at 10/F, Nina Tower, 8 Yeung Uk Road, Tsuen Wan, New Territories, Hong Kong.

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.