Director of Front Office

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Director of Front Office is responsible for ensuring the highest level of guest satisfaction and service excellence in all aspects of the hotel’s rooms division. This role oversees Front Office, Guest Experience, Concierge and Service Centre departments, ensuring seamless operations and exceptional guest experiences.

JOB RESPONSIBILITIES

• Oversee the Rooms Division operations, setting clear performance goals and achievable targets, while leveraging effective systems to drive productivity and monitor team performance.
• Supervise all employees and systems within the Rooms Division to ensure compliance with established procedures, enhancing overall guest satisfaction.
• Forecast room availability and occupancy, collaborating closely with the Sales Team and Business Analysis & Distribution Management Team to optimize room rates and occupancy.
• Ensure strict adherence to safety protocols by monitoring staff compliance, refining procedures, and conducting regular facility inspections to address safety concerns proactively.
• Introduce and monitor innovative guest service programs, fostering continuous improvement across the Rooms Division.
• Achieve operational objectives and maintain excellence in service delivery.
• Prepare and manage the departmental budget, ensuring strict cost control and adherence to financial targets.
• Develop and implement training to uphold team performance, guest service standards and operational consistency.
• Address and resolve guest complaints and feedback promptly and effectively.
• Conduct regular inspections of guest rooms and public areas to ensure cleanliness and maintenance standards are met.
• Perform additional duties as assigned by management.

JOB REQUIREMENTS

• Minimum of 8 years’ experience in Front Office management.
• Strong interpersonal skills with the ability to engage guests, colleagues, and external partners in a manner that reflects the hotel’s brand and values.
• Proven leadership capabilities, exceptional communication skills, and a strong aptitude for problem-solving and upselling.
• Proven track record of enhancing guest satisfaction and operational performance.
• Excellent command of Cantonese, English and Putonghua, additional language will be an advantage.
• Candidates with less experience will be considered as Front Office Manager.
• Competitive remuneration package and career advancement opportunities will be offered to the right candidates. Interested applicants please send your resume along with your expected salary to:
  Human Resources Department, The Fullerton Ocean Park Hotel Hong Kong, 3 Ocean Drive, Aberdeen, Hong Kong or via email to

Please read our Personal Information Collection Statement at statementbeforesubmitting your application. Equal opportunities are extended to all candidates and the information provided will be treated in strict confidence and used for recruitment purposes only.

Your application will include the following questions:

• How would you rate your Cantonese language skills?
• Which of the following statements best describes your right to work in Hong Kong?
• What’s your expected monthly basic salary?
• How many years' experience do you have as a Director of Rooms?
• How many years of hotel management experience do you have?
• Which of the following languages are you fluent in?

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